Number Porting Critical Issue

[CES_UK]

Today is 5th. of April. On March 24, 2024, I switched my mobile service from Vodafone to EE. However, my mobile number, 075574XXX36, has not been successfully ported to the EE network. Incoming calls and messages are currently being received through the Vodafone network, causing disruptions to my daily activities, particularly in banking, e-commerce, and Gov UK transactions that rely heavily on SMS OTP verification. As a result of this issue, I cannot access various platforms that utilize 2-factor authentication via SMS.

In summary, calling or texting my mobile number will reach the Vodafone mailbox announcement but not my phone.

Despite reporting the issue to EE multiple times, the problem persists.

This issue has significantly impacted my daily life, and I don’t know what else to do. 

I appreciate any suggestions 

[bristolian]

EE CS have an escalation process which you should be following.

[CES_UK]

@bristolian  Thanks for your prompt response, but I haven't been advised to take any action from EE CS.   Below is the response I received. Any suggestions? 

Thank you for your understanding and patience. Following our earlier conversation, I have consulted with our Ombudsman Support team. They have informed me that, as we are within the 8-week timeframe allocated for investigating your complaint, we would not issue a letter of referral at this point. We are actively working towards a resolution, and I assure you that your case is receiving our full attention.

I realise the situation is less than ideal, and I share your concern. As my colleague Valerie previously mentioned, the transfer issue with Vodafone is being addressed, and we have requested an expedited update from them.

Should you wish to discuss this matter in more detail or if you have any further questions, please do not hesitate to contact me.

[bristolian]

Your point of contact for individual service issues is CS on 150, and you should continue with them - if your issue is unresolved, you should pursue them until resolution. Make that contact as often as possible.

If you want to make a CS complaint, then do so - but I suspect that won't directly resolve the porting issue. You certainly shouldn't rely on that alone.