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No network ever since i ported my old number over

  • 2 September 2024
  • 3 replies
  • 122 views

  • New
 Contributor
  • 1 reply

Hi everyone

 

I ordered a phone that arrived last week and started using it with the SIM card that arrived with it before porting my old number to ID. While using the original SIM and number that arrived with the phone, I had no issues - full connectivity, great speed. However, once the porting process started the network just shut off and now, although it's been 5 days, network connectivity is still not back. I have essentially been without a working number for 5 days. My ID app shows the ported number as my current number. I have tried getting a replacement SIM from Currys but the issue persists - the network symbol on my phone is empty with a question mark. I then tried an esim with the ported number attached but no luck with that either. I've escalated this multiple times with customer service via the live chat (no way to call because I've now got no number) but I keep getting told to do the same things again and again. I have even tried using the replacement SIM on another phone - again the same issue. This is incredibly frustrating and I feel like customer service is not listening or trying to help. Considering the repeat issues despite a replacement SIM or an esim, I strongly believe something has gone wrong in the porting process but customer service keeps telling me to get a replacement SIM. I'm now on my second esim and no surprise now, it's not working either. I was told on Friday that I'd have a response today but I've had to get on the live chat again for any update and have just been told to wait another 24h. Has anyone else had this issue? How was it sorted?

I really regret making the switch to ID and now I'm worried they've messed up my number itself.

 

I've missed updates from my GP and parcels because of this, not to mention work calls and access to apps that require a passcode via SMS for me to login. 

3 replies

Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7774 replies
  • September 5, 2024

Hi @pnair,

Welcome to the Community!

It sounds like we may need to take a further look into this.

I would advise contacting our Live Chat Team and they can take a look into it.

 

Kash


  • Author
  • New
 Contributor
  • 1 reply
  • September 16, 2024
Kash wrote:

Hi @pnair,

Welcome to the Community!

It sounds like we may need to take a further look into this.

I would advise contacting our Live Chat Team and they can take a look into it.

 

Kash

Hi

I've raised it with the complaints team and sad to say, it's still not fully sorted. As of last Thursday, they managed to get the SIM working but now it only allows data. Any attempt at calling fails with "your service does not allow access to this number' and I'm unable to receive calls either. I'm able to send texts (by RCS chat) but am not receiving any (including codes for essential banking or NHS apps) and it's frankly very disruptive to life. The complaints team are unable to give me a timeline (first it's "we've raised it to the tech team, please wait 72h", now it's "we've raised it to Three, we have to wait till they respond" which is indefinite apparently). I understand these constraints exist but the fact that it's gone on this long and an inability to resolve it by this time makes me wonder what the service is going to be like long-term. Im also aware I'm pushing close to the 30-day deadline so I will have to make a decision to leave the service sooner rather than later but when my number remains in limbo like this, I am not even sure ill be able to transfer my number over successfully to any other provider. I hope other people see this before making the decision to port their number to ID. 


Kash
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • 7774 replies
  • September 18, 2024

Hi @pnair,

Sorry to hear that this is still not resolved.

As the complaint is with the team they will check for regular updates.

If you are within the returns timeframe and are unhappy with the coverage you can start your return.

 

Kash