Why is the porting process so frustrating?

[Gerry_Atric]

I see others have also reported similar issues when porting into EE whereby incoming calls and text messages fail. My port from Three completed last Tuesday. 

However, In my case, moving from Three to EE has resulted in many people unable to contact me, and worst of all, I cannot authorise anything that requires SMS Text messaging for security verification purposes.

I have called EE who appear to be relying on Three to respond to an email they have sent them, it may well fall into a black hole or in a junk mail folder at Three's end for all I know. I have called Three who have simply dumped my calls or denied there being any issue at their end.

I am told to wait longer for this to be resolved and that I will get updates. This isn't good enough. I just want someone from EE's porting team to phone someone at Three's porting team, to talk to each other and resolve this today! I can't afford to be without incoming calls any longer.

Can anyone from EE help out to have this matter escalated so people are actually talking to each other rather than rely upon emails? Three are not exactly responsive so I believe phone calls are in order now. 

I've been without a full service for over a week now. This really isn't good!

[Chris_B]

@Gerry_Atric   You will need to speak with customer services to get this escalated. I agree a week is way to long and I would request a discount on this months bill as your paying fir a service that you can not use. 

[Gerry_Atric]

Thanks Chris.

I have rung EE and Three on multiple occasions and no one wants to pick up the phone to speak to each other! All I want is for it to be resolved today. That is all I am asking for. 

Although the problem has been going on for a week, I was only alerted to the problem from someone I know on Monday. It is apparent that there's no system in place to check that everything has actually been processed correctly as part of the porting process - I would recommend people thoroughly test incoming calls and texts from other networks after any text messages are received claiming that the porting process has completed successfully. It isn't always the case!

As for compensation, EE say it depends on whose fault it is. I'm so minded to go to Ofcom about this, this is not how porting is supposed to work. Frustrated is putting my feelings across very mildly!

I don't understand why it's so hard for someone at EE to take the initiative to simply ring someone at Three and get this resolved quickly within the day. No, they rely on emails instead. This is not good enough! 

I thought by paying more each month with EE, I would get far better quality service, but it looks like I might be mistaken. 

[James_B]

Hi @Gerry_Atric,

Welcome to the EE Community. 🙂

I'm very sorry to hear your number port wasn't successful.

Our porting team will be liaising with Three to see what has gone wrong and will find a resolution as quickly as possible.

James

[Gerry_Atric]

Thanks James. If this is going way beyond than just sending Three an email and hoping for the best, then I will feel more encouraged than I have been so far. If people are talking to each other thanks to your intervention, then I appreciate it very much.

[James_B]

Hi @Gerry_Atric,

Don't worry, although the vast majority of number transfers happen without a hitch, we have processes in place to work with other networks when something goes wrong. These cases are usually resolved very quickly once reported.

James

[Gerry_Atric]

Thanks James.

The various people who I spoke to seemed very laid back about it and didn't seem to treat with the urgency I was expecting.

If this is sorted today I will be much happier with my faith restored. 

[Gerry_Atric]

Hi again James

I started receiving incoming calls and texts yesterday. Is it safe to assume this has been fully resolved now?

If no, thank you so much for your intervention. Please also feedback about my experience to ensure customers in the future experiencing this frustrating issue receive a better service to resolve these quickly. 

[James_B · Accepted solution]

That's great @Gerry_Atric

If you're now receiving calls and texts the issue is resolved.

I'll be happy to get your feedback to the right people.

Thanks

James

[Gerry_Atric]

Thanks James, much appreciated. I never received a notification to confirm it was fixed but all seems ok.

One final thing, I would like to request compensation for a lack of service for just over a week. I was paying for a service that was not fully functional. Could we discuss this please?