6 business days to port across to exetel but still can't text

Mobile phone plans, SIM card activation and porting issue
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Stumper
Posts: 16
Joined: Sun Apr 30, 2006 11:01 pm
Location: Orange NSW

6 business days to port across to exetel but still can't text

Post by Stumper » Fri Apr 26, 2019 9:30 am

Hi
I started activation process Monday or Tuesday 15/16th April. I still haven't received a text confirmation or email from exetel. Finally, Wednesday afternoon, 24th April, my previous service went dead. I put in the exetel sim. I can make calls but I cannot send or receive texts. Mobile data is switched on. Currently tyring to call exetel, been on hold 32 minutes.
Cheers
Steve

Stumper
Posts: 16
Joined: Sun Apr 30, 2006 11:01 pm
Location: Orange NSW

Re: 6 business days to port across to exetel but still can't text

Post by Stumper » Fri Apr 26, 2019 10:26 am

Sorted. I got throught to exetel support.

Guru
Posts: 6
Joined: Fri May 02, 2008 7:57 pm
Location: Melbourne

Re: 6 business days to port across to exetel but still can't text

Post by Guru » Fri Apr 26, 2019 5:06 pm

Similar situation. Ordered service 4/4. Didn't receive SIM until 15/4. Started activation immediately. Warned that it may take 3 business days, but still no signal today. Opened ticket 3 days ago (JQF-78416-547). Hasn't been looked at.

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KavindaS
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Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: 6 business days to port across to exetel but still can't text

Post by KavindaS » Fri Apr 26, 2019 6:18 pm

Stumper wrote:
Fri Apr 26, 2019 10:26 am
Sorted. I got throught to exetel support.
I am really sorry about the long call wait time. However, glad you have sorted the issue with our support team. :)

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KavindaS
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Location: Sydney

Re: 6 business days to port across to exetel but still can't text

Post by KavindaS » Fri Apr 26, 2019 6:20 pm

Guru wrote:
Fri Apr 26, 2019 5:06 pm
Similar situation. Ordered service 4/4. Didn't receive SIM until 15/4. Started activation immediately. Warned that it may take 3 business days, but still no signal today. Opened ticket 3 days ago (JQF-78416-547). Hasn't been looked at.
Let me check this with our provisioning team, as i need to check the back-end system activation. I will reply to you via the same ticket reference 14889931.

GrahamD
Posts: 2
Joined: Fri Apr 26, 2019 11:00 pm

Re: 6 business days to port across to exetel but still can't text

Post by GrahamD » Sat Apr 27, 2019 12:23 pm

Same,Same.
Activated SIM on 14 April.After 7 days tried support,on hold ,gave up after 30min.Emailed help and received ticket notification with reply stated within 24 hrs.
After 2 days,sent another email.Supervisor replied issue expedited and should be active within 24 hours.
This was 3 day ago.No answer.
Sad.Been with Exetel over 10 yrs.Who cares.

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rasikak
Exetel Staff
Posts: 106
Joined: Fri Jun 02, 2017 1:34 pm
Location: North Sydney

Re: 6 business days to port across to exetel but still can't text

Post by rasikak » Sun Apr 28, 2019 12:20 pm

GrahamD wrote:
Sat Apr 27, 2019 12:23 pm
Same,Same.
Activated SIM on 14 April.After 7 days tried support,on hold ,gave up after 30min.Emailed help and received ticket notification with reply stated within 24 hrs.
After 2 days,sent another email.Supervisor replied issue expedited and should be active within 24 hours.
This was 3 day ago.No answer.
Sad.Been with Exetel over 10 yrs.Who cares.
Thank you for reaching out. Please accept our sincere apologies for any inconvenience caused on this regards.
Please PM me your customer ID or the service number so we can further check on this.

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rasikak
Exetel Staff
Posts: 106
Joined: Fri Jun 02, 2017 1:34 pm
Location: North Sydney

Re: 6 business days to port across to exetel but still can't text

Post by rasikak » Sun Apr 28, 2019 2:13 pm

GrahamD wrote:
Sat Apr 27, 2019 12:23 pm
Same,Same.
Activated SIM on 14 April.After 7 days tried support,on hold ,gave up after 30min.Emailed help and received ticket notification with reply stated within 24 hrs.
After 2 days,sent another email.Supervisor replied issue expedited and should be active within 24 hours.
This was 3 day ago.No answer.
Sad.Been with Exetel over 10 yrs.Who cares.



Thank you for the PM. I have actioned this and escalated further to the higher management of our activation team under the ref #14887797. Once they are back in office on Monday, they will advise you accordingly.

GrahamD
Posts: 2
Joined: Fri Apr 26, 2019 11:00 pm

Re: 6 business days to port across to exetel but still can't text

Post by GrahamD » Mon Apr 29, 2019 4:24 pm

Unsuccessful.No reply or contact from activation team.
Still no phone.14 days.What next?

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rasikak
Exetel Staff
Posts: 106
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Location: North Sydney

Re: 6 business days to port across to exetel but still can't text

Post by rasikak » Mon Apr 29, 2019 5:35 pm

GrahamD wrote:
Mon Apr 29, 2019 4:24 pm
Unsuccessful.No reply or contact from activation team.
Still no phone.14 days.What next?
Please note that we have further checked with our activation team and they have advised that the porting would be completed before close of business tomorrow.

Please accept our sincere apologies for any inconveniences caused.

Guru
Posts: 6
Joined: Fri May 02, 2008 7:57 pm
Location: Melbourne

Re: 6 business days to port across to exetel but still can't text

Post by Guru » Wed May 08, 2019 8:09 pm

Phone was connected on 30 Apr, but I still can't send SMS. I can receive phone calls and SMS.

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nilushid
Exetel Staff
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Location: sydney

Re: 6 business days to port across to exetel but still can't text

Post by nilushid » Wed May 08, 2019 8:41 pm

Guru wrote:
Wed May 08, 2019 8:09 pm
Phone was connected on 30 Apr, but I still can't send SMS. I can receive phone calls and SMS.
We have re-provisioned the SMS service from the back end. Can you please reinsert your sim card back in to the phone and check the service. Make sure to keep the phone off while inserting the sim card. If the service issue persist, please reply back to the email we sent under the Ref 14889931

Guru
Posts: 6
Joined: Fri May 02, 2008 7:57 pm
Location: Melbourne

Re: 6 business days to port across to exetel but still can't text

Post by Guru » Tue May 14, 2019 12:06 am

Reinserting sim card didn't work. Replied to email to say as much. No response from exetel. Ticket hasn't been looked at for 5 days.

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KavindaS
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Location: Sydney

Re: 6 business days to port across to exetel but still can't text

Post by KavindaS » Tue May 14, 2019 11:46 am

Guru wrote:
Tue May 14, 2019 12:06 am
Reinserting sim card didn't work. Replied to email to say as much. No response from exetel. Ticket hasn't been looked at for 5 days.
We will further check and provide you a a feedback via the same ticket 14889931 ASAP.

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