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Number not ported correctly/completely

Posted: Fri Apr 05, 2019 1:26 pm
by MasterV
Hi,

I ported my number over from Virgin Mobile and it seems that the port did not go over smoothly or completely. I've been unable to send SMS and wondered why this was the case until I received a SMS from Virgin Mobile that my credits had expired. How is this possible since I've ported to Exetel? So I went into my Virgin mobile online account and Lo and Behold, my number is still registered with Virgin Mobile. How can my number be registered with Virgin Mobile and Exetel?

I need this resolved ASAP.

Re: Number not ported correctly/completely

Posted: Fri Apr 05, 2019 2:43 pm
by KavindaS
MasterV wrote:
Fri Apr 05, 2019 1:26 pm
Hi,

I ported my number over from Virgin Mobile and it seems that the port did not go over smoothly or completely. I've been unable to send SMS and wondered why this was the case until I received a SMS from Virgin Mobile that my credits had expired. How is this possible since I've ported to Exetel? So I went into my Virgin mobile online account and Lo and Behold, my number is still registered with Virgin Mobile. How can my number be registered with Virgin Mobile and Exetel?

I need this resolved ASAP.
I need to escalate this with our Provisioning team. Can you provide me your mobile service number via a PM ?

Re: Number not ported correctly/completely

Posted: Fri Apr 05, 2019 2:46 pm
by MasterV
PM sent.

Re: Number not ported correctly/completely

Posted: Wed Apr 10, 2019 6:03 am
by MasterV
Hi,

It's been 5 days since I posted a problem with my service (SMS), yet nothing has been done. I have tried calling as well as posting on the forum for help in rectifying the problem. I am paying for a service that I am not receiving.

At this point, I have no choice but to lodge a complaint with Fair Trading NSW.

Re: Number not ported correctly/completely

Posted: Wed Apr 10, 2019 1:02 pm
by KavindaS
MasterV wrote:
Wed Apr 10, 2019 6:03 am
Hi,

It's been 5 days since I posted a problem with my service (SMS), yet nothing has been done. I have tried calling as well as posting on the forum for help in rectifying the problem. I am paying for a service that I am not receiving.

At this point, I have no choice but to lodge a complaint with Fair Trading NSW.
Exetel apologies for the inconvenience may have caused with the delay. I have already escalated this with the activation team. I will further check this and provide you a feedback ASAP.

Re: Number not ported correctly/completely

Posted: Wed Apr 10, 2019 1:14 pm
by KavindaS
MasterV wrote:
Fri Apr 05, 2019 2:46 pm
PM sent.
It looks to me the number I have escalated is not your one and a similar issue of a different customer. I have re checked the inbox and there is no PM received from you. Can you resend me your number via a PM or reply here with your customer id ? I will personally follow up with them and get this sorted for you.
Extremely sorry for the inconvenience caused.

Re: Number not ported correctly/completely

Posted: Thu Apr 11, 2019 4:36 am
by MasterV
Hi,
As of this morning, I no longer have mobile signals and am on emergency calls mode only. Now I cannot receive calls, make calls or send SMS. What is happening?

Re: Number not ported correctly/completely

Posted: Thu Apr 11, 2019 10:45 am
by KavindaS
MasterV wrote:
Thu Apr 11, 2019 4:36 am
Hi,
As of this morning, I no longer have mobile signals and am on emergency calls mode only. Now I cannot receive calls, make calls or send SMS. What is happening?
This is certainly not a good news to hear. I have received the service number via a PM this time, and I will quickly have this escalated with the provisioning team, get them to check the porting status. We will get back to you ASAP.

Re: Number not ported correctly/completely

Posted: Thu Apr 11, 2019 12:25 pm
by KavindaS
Got them to further check this with the supplier network, and there appears to be an issue with the porting process now. Representative who is working on this in our provisioning department needs to contact you immediately, and therefore can you reply to the email we have sent or PM me an alternate contact number, so I can provide to them and arrange the call ASAP.

Your reference number is 14773561.

Re: Number not ported correctly/completely

Posted: Thu Apr 11, 2019 5:29 pm
by MasterV
Thanks for following this through to the end. It's all fixed now.

Re: Number not ported correctly/completely

Posted: Thu Apr 11, 2019 6:00 pm
by KavindaS
MasterV wrote:
Thu Apr 11, 2019 5:29 pm
Thanks for following this through to the end. It's all fixed now.
Got to know the good news early, and just had to wait until the given time frame met from the supplier end. 8)