Lost Orange phone problem

elisebutt65

Here's the problem - I sent this email to Orange:

'Phone number - **************
Phone was lost and new sim received 29/07/10 (No: *************)
Bought new phone in Orange shop on 31/07/10 Sim no - ***************
Customer service lady in shop said she would transfer all old phone details and credit onto new sim(including old number)

Phone does not work - replacement sim is inactive and new sim has a new number - **************** and no credit.

Old phone number is still active with all the credit on when I check online - about £35.00

I have made several phone calls since Saturday. The problem was supposed to be sorted out by Monday. I called again as it was not resolved and Technical support were supposed to call me back at 13.00 02/08/10, which they have not done and I have been waiting on hold for over 20 minutes to get through again.

All I want is for the phone to be active with the old number and the existing credit'

Aaargh - I can't be wasting my life on hold to Orange - I can never get through to them and they keep hanging up saying the lines are too busy!! All I want is the problem sorted out - it's my Ds's phone and I need to keep the number as it's a magic number and not due for an addition for another few months.

Is it so hard to transfer the phone account details onto a new sim?

Jon_01

The replacement sim won't be live until you call CS and activate and set passwords, pins ect.

If it's not active than no one can transfer anything from it as it's not live on the system.

So, call and activate the sim, then asked them to move everything. But why not just put that sim in the phone ? You don't have to use the sim that came with the handset ?

elisebutt65

Jon_01 wrote: »

The replacement sim won't be live until you call CS and activate and set passwords, pins ect.

If it's not active than no one can transfer anything from it as it's not live on the system.

So, call and activate the sim, then asked them to move everything. But why not just put that sim in the phone ? You don't have to use the sim that came with the handset ?

Tried that already - using the automated system and it just gave me a new phone number with no option to enter the old number!

Jon_01

Hum, ok. Do you have the sim in a phone ? The activation updates come as texts, if the sims not in a phone than it won't activate ?

Have they given you any reason why the replacement sim isn't working ??

elisebutt65

Jon_01 wrote: »

Hum, ok. Do you have the sim in a phone ? The activation updates come as texts, if the sims not in a phone than it won't activate ?

Have they given you any reason why the replacement sim isn't working ??

Yup - the sim is in the phone - just has a different number and no credit - technical are supposed to be sorting it - I just rang again as they didn't call me back and CS guy said he would activate it as a new sim with old number but so far no texts - ho hum.