Porting Problem

MRC_2

Hi,

I ported my number over from Vodafone to Orange 4 days ago now. All went through good on the porting day and I could make and receive calls and also send text messages. I still cannot receive text messages though!

Everytime I contact customer service at Orange they advise me that the port hasnt fully gone though and that Vodafone haven't fully released the number from their systems. - 4 days to do so.. They cannot give any timescales or anything. They have gone through every diagnostic possible to try and fix the problem but still nothing.

One lady at Orange said to contact Vodafone myself, so I did and they claim that the number was claimed by Orange without problems and was transferred on the day.

So, I'm stuck in the middle between both networks passing it on to eachother. I know it's up to Orange to sort the problem out but most of them couldn't care less and tell me to keep waiting.

Anyone else had any similar experience or just generally know what the problem is?

Jon_01

Voda had a major systems outage in the week, they may still be trying to catch up. It may be sorted by the start of next week.

MRC_2

Yeh, they said it's all sorted and all numbers have gone now. Vodafone have said that it's completed but Orange wont agree.

Jon_01

Have Orange said what the problem is ? In know the guys in network support talk to each other (network to network), there's not much they can't sort out.
There's no one in over the weekend (well, no that's customer facing), but you could get a ticket raised and they could look at it next week. . .

MRC_2

Orange have said that the files haven't fully transferred. Voda said they have.

Orange porting team are open but Voda's arent which isnt too helpful. 7 days without receiving text messages is hard for someone who uses them as much as I do!

Jon_01

By the sound of it I'd think it was a problem when the Voda systems fell over. Their computer maybe telling them that the port had gone through, but it looks like something corrupted somewhere... Which dosen't help you much...

Have they had you try soft reseting the phone (take the battery off with the phone one, leave if off a minute and put back together). That sometimes give the network a nudge in the right direction.
The only other option would be to ask them to rebuild your profile on the network servers. That would get you working, you could try calling in again and asking to talk to a TSCA in data support, they might be able to do it for you. . .

MRC_2

Jon_01 wrote: »

By the sound of it I'd think it was a problem when the Voda systems fell over. Their computer maybe telling them that the port had gone through, but it looks like something corrupted somewhere... Which dosen't help you much...

Have they had you try soft reseting the phone (take the battery off with the phone one, leave if off a minute and put back together). That sometimes give the network a nudge in the right direction.
The only other option would be to ask them to rebuild your profile on the network servers. That would get you working, you could try calling in again and asking to talk to a TSCA in data support, they might be able to do it for you. . .

Trying that, no one seems to know anything about rebuilding profiles, or data support. Always get passed to customer service or billing!

Jon_01

Who is training these people theses days !!

Call and picked the option for picture messaging or email, that's data support. When you get through explain what's happened and ask if one of their TSCA's can take a look at your network profile and see if they can see a problem (it should really be network support, but means raising a ticket and this might be quicker). The TSCA'a have access to some network tools and software and might be able to get it done. Sorry it's taking so long. . .

MRC_2

Just got the advise that to rebuild a profile, you have to be able to receive texts..?

They're sending me to store to try it in a nokia handset so i can delete sim messages just incase?

Jon_01

At the final stage you have to be able to receive texts, yes. But that's at your handset. If the network has incomplete setting on the server that needs to to addressed first.
There is a chance that switching handsets may do something, it's worth a try...

MRC_2

God knows whats happening now, someone has just called and said he wants to replace the handset as he now says its faulty?

After he did that, thought I'd check the old sim card and to my surprise, the vodafone sim card is receiving the texts! So I actually am split on networks.