Morning ​@dannyspataro,

We’re currently experiencing a technical issue that means some customers may be unable to make or receive calls. Please refer to the link below for the latest updates:

Thanks.

Morning ​@Matthew T 

Thank you for your response.

However i dont believe that this is to do with the general issues being currently experienced.

My number was ported yesterday from lebara, and since then i cannot receive calls or texts, this is a porting issue.

Im loosing money every hour this continues as its also my business line too, should never of left lebara...big mistake…

Heard these porting issues can last for days or even weeks…

So poor that i cannot pick up phone to anyone, unlike me not checking this before joining up, cant waste hours typing messages im too busy…

Can anyone please look into this its so vital i have a working phone.…

Thank you

​@dannyspataro -

Thanks for elaborating on the issue. What Make & Model phone are you using then I can advise on troubleshooting steps. Thanks.

hello,

I do appreciate your replies and help.

I have had to endure a 2 hour live chat session with a person called Michael this morning who as helpful as he was trying to be still ended up in the same result, my phone still does not receive incoming calls or texts.

I was advised that the porting had not completed correctly and that this was being worked on currently? even though i can make calls and send texts the porting had not completed successfully from Lebara.

this to my utter and complete desperation has put me in a complete predicament as the time-frame for resolve is anything up to 4 days, without any guarantee of this working!!! ??

I have raised a compliant and done everything i possibly can but this is absolutely outrageous, i run my business with this line and now have not been able to receive any calls for over 24 hours, if this carries on for 4 days ill loose any potential upcoming contracts and am already £100’s out of pocket due to me not being able to receive any calls, im in the worst scenario possible from a work perspective, im due to travel for work on Friday but will not be able to do this without a functioning phone, i also cannot confirm any payments to various organizations either via text message confirmation…

this is a really bad situation im in, couldn't be any worse...any further help you can offer to escalate this would be appreciated as i really do not know where to go now, as been told to wait??

thank you

​@dannyspataro -
Hi. Apologies for the delay getting back to you. Has this situation been resolved now and you’ve been ported over to iD Mobile?

Hello ​@Matthew T 

Complaint ref : 456078430

No, my situation has not been resolved. I speak to the compliant’s team everyday and get told the same old lame reasons why the porting has not been successful, this is an absolute disgrace, spoken a lot to Chris and to Yusef, Chris yesterday who i could tell was completely fed up with talking to me as all i want is answers?? Is that too much to ask really?

It’s now been 11 days that i cannot receive calls or texts, I haven't got the time to be calling and writing emails or messages, the amount of my time this has taken out of the last 11 days is becoming a joke..

The issue stands with Vodafone and three porting the number across, nothing to do with me, but im being made to feel at fault here

I have asked for a resolution, i.e my options, basically told i haven't got any unless im prepared to loose out?!!

I'm free to leave ID, hand back the phone and SIM and loose my number altogether?!! what an option for me to consider eh, really?

On the other hand the direct debit will still continue to be taken monthly anyway for a new phone that i cannot set up, or use along with a non working line?? Am i missing something here or am i paying for a service and product that simply does not work? Is that allowed? where are my statutory rights here? as i cannot transfer anything from my old phone as every app will ask for OTP’s confirmation texts as we all know?

I cannot set up the ID app as my number is not recognized, nor can i set up the app with the number they provide me with either as this is not recognized either?!! I also as cannot transfer anything from my old phone as every app will ask for OTP’s confirmation texts as we all know?

I have even mentioned that if I was prepared to loose my number (which im not of course) but just so i can possibly get on with my life, i asked ID to send me a new SIM altogether with a new number so i can just put this behind me, their answer? again was NO, ??? As the porting is in progress!!!!!!!!!!!! So i have no options Matthew, none at all, so you tell me what Im supposed to do now?

I’m sick and tired of speaking with Complaints dept, they are utterly useless, Ive asked for a department senior to call me back, or someone who can escalate this to the highest level, nothing has come of that either…!!

Ill make sure i get the message across as far and wide as i can that ID Mobile will potentially cause some major disruption to your life and you wont know its coming, when all you have done is gone and purchased a new phone and SIM?

DISGRACEFUL SERVICE, NEVER HAVE I COME ACROSS ANSWERS OR LACK OF RESOLUTION FROM ANY OTHER SERVICE PROVIDER OR COMPANY IN MY ENTIRE LIFE….!!!

​@dannyspataro -

I’m so sorry to hear this. I’ve contacted our Complaints Lead to have this looked into for you, I'll come back here once I have an update.

Ok ​@Matthew T 

Thank you for that, I really do not know what else to do now, im completely stuck with no where else to go with this…..I just need answers and a resolution option? My hands are tied and im at the mercy of someone at ID Mobile calling me back with a final resolution..Please Matthew, sort this out for me, Please….

To top things off further looks like Ive had a scam call this morning from someone claiming to be ID Mobile staff in Scotland telling me that there’s no issue with the porting process and that the problem is with the phone and SIM card, and that i would be sent a new phone and card?? - So don’t know whats going on at the moment, tried to call the number back would didn't exist, plus the person was juts behaving really oddly, so looks like Im being targeted somehow too...I'm at a complete loss with it all..

I also cannot log into my ID account as my new number is not recognized and when i input the original number that came with the phone the system tries to send a code to this number but of course i cannot receive it! I'm baffled, cant access anything either….??

​@dannyspataro -

I’ve just sent you a private message to find out more information about the person who called you. You’ll find my message here: https://community.idmobile.co.uk/inbox/overview

Looking at the most recent notes, you spoke to the complaints team yesterday:

• Looks like your port from Lebara has failed, this is typically due to the files sent from Lebara being missing or incorrect.
• Chris arranged a callback from his manager. Potentially this was the call you got this morning?
• Chris has emailed Three UK, our network partner, to understand what is going on and to get a timescale.

If I get anymore information, I'll let you know. Thanks.