Help - being charged by Orange AND Voda for one number (porting problem?)

MuddledOfMiddlesex

I have already been trying to sort this with my phone operators but I am having a nightmare as piggy in the middle, and wondered if anyone could suggest how to resolve it.

I moved to Vodafone at the beginning of June, porting a number from Orange (I was definitely out of contract). At least, I thought I'd moved...


I moved to Vodafone principally because I knew I'd be travelling a bit during the summer. But it was odd because while I've been in Spain, my best friend who is on the Orange network, could never get through to me, though other people calling from other networks or landlines could. The phone simply wouldn't ring, but I would get a text a day after she called from Movistar saying there was a message from her on their network (rather than Vodafone ES which is what the phone shows as being connected to). Of course, I couldn’t access Movistar messages.


Then I realised I am still being billed by Orange, as well as Voda. I called them and they said Vodafone had not used the PAC code I provided or ported properly: instead Voda had ‘pulled’ the number as it was originally registered with them when I first took the number years and years ago. They said they cannot refund or stop taking the direct debit until Vodafone put this right as it was a Vodafone error.


Yesterday, after spending the whole morning trying to get an answer from Orange, I then attempted to get an answer from Vodafone. I got cut off three times, put on hold multiple times, never actually got to speak to anyone.

Now I've posted on the Voda eForum, as they were helpful when I couldn't see my bills. The woman who is dealing with it says she has checked and according to Vodafone, the number ported fine, they need my PAC code (which I didn't keep after the porting happened on June 4, it might possibly be scribbled somewhere on old paperwork but I am in Spain and don't have the stuff accessible).


Can anyone advise on who I need to complain to if the Voda porting people continue to insist that it’s an Orange error and Orange continue to insist it’s a Vodafone error? Do I need to make two formal complaints, one to each provider? Obviously I can't go to Ofcom until I have made a complaint, but this is turning into something Kafkaesque. I do not want to be piggy in the middle as I am self-employed and so every hour more that I waste on this is costing me money. I am being charged for two services and not even able to receive calls from my best friend who is on Orange.


HELP!

Vodafone

Hi MuddledOfMiddlesex

I'm sure our eForum team will be able to get to the bottom of this for you, if they haven't already.

I can understand your frustration at feeling like piggy in the middle. We'd like to do everything we can to help.

If you are still experiencing this issue looked into further send an email to me via the Contact Us form with a link to this thread, the details and WRT135 in the body of the text.

Thanks

Kirsty
Web Relations Team
Vodafone UK