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Still waiting on old number being transferred

ddlcook836
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Userlevel 1

Used my PAC code to transfer my old number over. Was told it would be done within 48hrs. We're now 6 days later and I'm still waiting on it being done! 3 times I have been on to the useless chat feature to be told it has been marked urgent and the tech team will get to it. Totally unacceptable. Not great for a first time customer. No-one will tell me how long it's going to take. If I knew it would be this much hassle, I would have went with another company. Total shambles!!!! 

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Best answer by andewhite 14 June 2022, 13:54

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34 replies

Kash
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Userlevel 7
Badge +7

@ddlcook836,

I can see that we did PM you and this now seems to be resolved.

If you require any assistance, please let us know and we can help you out.

 

Regards,

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
ddlcook836
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Userlevel 1

My number has changed! Thanks for all your help @andewhite 👍

Mohammed
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Hello @ddlcook836, 

Sorry for the delayed reply here, I’m just typing up a message as we speak and will be responding to you via PM.

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
ddlcook836
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Userlevel 1

Ok. That makes sense. Hopefully it will all be sorted by tomorrow 6pm. 

andewhite
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Userlevel 8
Badge +9

You might want to wait until your number has actually been ported over and working on iD, before you look at leaving without penalty - given their customer service in your case.

ddlcook836
Rank
Userlevel 1

@WelshPaul brilliant, that worked. Thankyou. 

I managed to get through to advisor who asked for my PAC code again. They said that its in hand and the number should be transferred over by tomorrow at 6pm. - 9 days later!

Does anyone know where I stand about cancelling the contract if I have used the sim card and new contract phone? I have obviously opened it and started using it but clearly they aren't fulfilling their side of the contract? 

 

 

 

 

WelshPaul
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Userlevel 8
Badge +6

Log out of the forum and stay logged out while accessing live chat.

ddlcook836
Rank
Userlevel 1

This is hilarious! When I now try yo go on live chat, it gives me the message of 

 

"The requested URL was rejected, please consult with your administrator!"

 

Have the disabled the live chat from my device? 

ddlcook836
Rank
Userlevel 1

Perfect @andewhite I'll try that tonight. Thanks for all your help.

andewhite
Rank
Userlevel 8
Badge +9

Okay @ddlcook836, so it looks like your PAC was accepted by iD, but they’ve not finished the job of porting your number over.

I can only suggest that you get your complaint reference and hassle iD for an update - ask for more compensation too, as you’ve wasted a load of time trying to get iD to do their job.

If you use facebook Messenger, you might find it easier to contact iD from their facebook page.

 

ddlcook836
Rank
Userlevel 1

Hi, I've checked, the old sim doesn't work. When you call my old number, it says THE NUMBER YOU HAVE DIALLED CANNOT BE RECOGNISED.

andewhite
Rank
Userlevel 8
Badge +9

Okay, thanks @ddlcook836.

If you gave your PAC to iD before 17:30 on 8th June, your number port should have been completed the following day.

If you gave your PAC to iD after 17:30 on 8th June, your number port should have been completed on Friday 10th June.

Mobile number porting is regulated by OFCOM, and UK mobile network providers must follow the OFCOM regulations - in this case iD have not.

Do you still have your ‘old’ mobile provider’s SIM?
If you do, might be worth checking if your ‘old’ SIM still works?

 

ddlcook836
Rank
Userlevel 1

I put a complaint in last week, they said they eould credit my account with £5! Its really not good enough though.

Yes @ddlcook836 - agree 100%.

Are you certain that iD got your PAC?
Did you get an SMS about the date for your number port?

 

Yes. The text said they were processing my PAC and they'll switch my number over. It could take 2 days.

This was last Wednesday 8th June.

ddlcook836
Rank
Userlevel 1

I put a complaint in last week, they said they eould credit my account with £5! Its really not good enough though.

Yes @ddlcook836 - agree 100%.

Are you certain that iD got your PAC?
Did you get an SMS about the date for your number port?

 

Yes. The text said they were processing my PAC and they'll switch my number over. It could take 2 days.

ddlcook836
Rank
Userlevel 1

I've tried to copy the text but it's saying "your post has been submitted. It will be published after a review by our moderators.

andewhite
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Userlevel 8
Badge +9

I put a complaint in last week, they said they eould credit my account with £5! Its really not good enough though.

Yes @ddlcook836 - agree 100%.

Are you certain that iD got your PAC?
Did you get an SMS about the date for your number port?

 

ddlcook836
Rank
Userlevel 1

I put a complaint in last week, they said they eould credit my account with £5! Its really not good enough though.

andewhite
Rank
Userlevel 8
Badge +9

You should use Live Chat, then tell the iD agent you want to make a complaint.

To speak to an agent, type “talk to a person” after connecting to online chat.

OFCOM might be able to help you too, as iD Mobile are definitely messing you around.

You’re 100% sure that iD got your PAC?
Did you ever get an SMS about the date for your number port?

ddlcook836
Rank
Userlevel 1

It's impossible to get any information from iD. They're telling me they are dealing with it but not providing a timescale or what is actually happening to rectify the situation.

ddlcook836
Rank
Userlevel 1

Jeez. I hope not. I've had it for about 20yr. How do I go about making a complaint? I feel like just cancelling the contract! 

andewhite
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Userlevel 8
Badge +9

Oh dear @ddlcook836 - in your position I’d have made a complaint by now.

OFCOM’s rules about number porting are very clear, and all the UK mobile network providers have signed-up to their rules.

These rules allow for compensation for each day your port is delayed beyond the regulated timescale.

You might even end up losing the number you wanted to keep, if this issue isn't resolved.

 

 

ddlcook836
Rank
Userlevel 1

Hi guys, would you believe I'm still waiting??? 8 days ago my PAC was used by iD and im still waiting on my old number being transferred - shocking!! 

ddlcook836
Rank
Userlevel 1

@Kash done ✔️ 

Kash
Rank
Userlevel 7
Badge +7

Hi @ddlcook836,

We are sorry to hear that the port hasn’t been completed as of yet and we will need to take a look into this for you.

We’ve sent you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

 

Regards,

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
andewhite
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Userlevel 8
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@Nikhil P That would be great, hopefully I'll hear from them soon. 

🤞

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