No connection following port

@andewhite well, the sim card was working just fine prior to the port in - I had a call from id and I had a spare upgrade sim which we tried this on but that’s not working for some reason… however when raising this to live chat an hour later I have had an update on my technical ticket…

...on querying with Three my outbound calls had been barred…

I unbarred using the code, and I am now able to make outbound calls again.

However, I am still unable to receiving incoming calls, send SMS or send/receive data.

It seems fairly plausible given the above revelations that something has gone awry during my port… I’ve checked my APN settings and they seem fine.

Any further help gratefully appreciated.

I still can’t help but think this might have something to do with my port-out and port-back-in.

For example my whilst I can call outbound right now, when someone tries to call me it is saying that my phone is switched off… which patently is not correct!  I’m wondering if there is some crossed wires with my other now closed account which had the same number only a few days ago…

I am using live chat as there doesn’t appear to be any alternatives… I am currently on technical ticket number 2, with each one advising of 48 hour turn arounds… frustrating when my phone number is linked to lots of banks OTPs etc...

Until resolved I don’t even want to talk compensation etc but yeah I am currently paying for a service I am not receiving.   I don’t even “mind” the 24-48 hours wait to get assistance, it’s after you have already waited 48 hours to get an outcome that still doesn’t fix the problem and to be put back in another 24-48 hour wait… once you have waited once, you should “jump the queue” and have a direct contact until resolved.   My frustrated 2c’s anyway.  I’ll perhaps give twitter DM a try if there isn’t actually any customer support agents that work on these boards...

I tried twitter.  They went over a bunch of the stuff I already did the day before, before “escalating” and leaving me hanging once more.  I continue to live in hope of a resolution...

This was my 48 hour update:

“I can see on the account that this ticket has been updated and they have requested to kindly confirm if you are unable to receive calls from all your contacts or it is specific numbers.”

So yeah now I wait for another 48 hours for my next revelation.   Given the fact that it’s already been determined that something went wrong with my port, that level of attention in the next response is quite frankly appalling.

If there are any members of staff out there reading these boards (which are recommended via email as the place to go for support) then I’d really appreciate some help.

 

…

This was my 48 hour update:

“I can see on the account that this ticket has been updated and they have requested to kindly confirm if you are unable to receive calls from all your contacts or it is specific numbers.”

…

If there are any members of staff out there reading these boards (which are recommended via email as the place to go for support) then I’d really appreciate some help.
 

Sounds like iD are time wasting - I assume they’ve already been told you can’t receive any incoming calls.

IMO the email recommendation about the iD Community is disingenuous - iD staff typically read these boards once-a-day, sometimes less frequently.

The iD online live chat service, Facebook Messenger, or X (Twitter) DM are available for more immediate assistance from iD support. This forum doesn’t provide real time live chat with iD support. 

The iD Mobile website even provides the following optimistic advice: 

 

Yeah, the thing is the “switch” has happened as far as they are concerned.   I mean, the number on my account has changed to the ported number, and I have a sim card and phone that is dialing OUT with that number.

Something else is clearly very wrong in the back end and based on that response they are not even taking it seriously… as if my contacts would be unable to call me but non-contacts would or vice versa (Outside of a software block on specific numbers of course)…

As mentioned twitter proved no better than live chat in being able to get this matter escalated - I am at the mercy of the technical escalation process that came up with the last revelation...

Before the port I had 2 x fully functioning id mobile contracts.  Calls, data, texts (1 x 30 day rolling, 1 x 24 m contract).

I ported out the rolling sim to another network.   On that network it was fine.  Receiving calls & texts briefly before being ported back across to my other sim.

On the day of the port the remaining sim was fine, after the port happened in the middle of the day I am left with a brick (well a smart device that can make outbound calls only...)

Yes, I would say it is both the shabby treatment of a new customer and a previously very satisfied customer (had my rolling 30 for about 18 months)…

Maybe obtaining, and then using a PAC, too soon after a number transfer might lead to ongoing issues.

It’s possible of course.  I mentioned this in my very first exchange with iD (and continue to mention it) but they don’t seem particularly perturbed by it...

After switching your 30-day rolling SIM only to another party, what time period was there between getting the transfer completed message, and then using the other party’s PAC to switch back to iD (for your 24-month minimum term handset contract)?

I ported out on 15th August. The new network (Smarty) was unable to issue me a PAC code until 24 hours had elapsed.  Thus I got my PAC on 16th August and put 17th as the date for my port.  The Smarty sim went dead relatively early on 17th, and the iD mobile followed suit around the afternoon of 17th.  Once it came back “alive” the problems existed.

Has the old iD account, linked to 30-day rolling SIM only contract, definitely been closed?
There should be limited online access to the old iD account, for 6-months after closure.

Yes it’s closed.  I can still log into it and view my final bill (credit).

You’ve got to wonder if the 48-hours response time is because iD rely on Three UK for aspects of account setup & management, and technical support?

I’d just like someone to take ownership, call me on the alternative number I’ve provided and work with me from here on to resolution.  It’s quite clearly an issue on their side, even if it comes to fruition that I have inadvertently caused it by my porting shenanigans…

Yeah, I didn’t consider this clearly!   I now have a nice shiny non-three PAYG number whilst this is being resolved though…  sadly another port out would terminate my 24 month contract early which I am certainly not going to do unless they direct me to do so!

Well, I thought it was only a 14 day cooling off period which I am now over, but if you are right then this is a most helpful bit of info indeed.   An ace up my sleeve...

Is there any documentation for this online that you can point me towards.   My number is the number one concern if I did take this route. Doesn’t make sense to me that it would automatically become PAYG/rolling 30 account but I certainly hear what you are saying.

Tomorrow if there is no further update from iD, I will put them on notice that I will look into taking this course of action if they do not get it resolved.

A secondary “issue” is that the phone upgrade was in part a gift for my wife's birthday in 3 days time… I’m happy with the phone, I am happy with the contract, I am happy with the price that I have paid.  I just want the service that I have paid for :)

Makes sense.  I’ve had this number longer than some of my adult children so needless to say it’s quite important here!!  I’ll do some digging.  It’s rather sad that at this stage the “solution” to my problem may be to leave…

Edit, think I found the post:
 

Good to know this.  According to my online account my contract started on 10th August meaning a return would have to be with them before 9th September.   The clock is now ticking...