Tesco mobile porting problems

Laz265

Hi,
My mother gave her PAC to Tesco mobile to transfer the number from O2 on 3 October 2013. Porting date was going to be on 7 October. Tesco mobile is still trying to port after 5 days. She has been without a mobile since 7 October since neither her old O2 number nor new Tesco number works. Tesco initially said it was their fault. After 3 days they said it was O2's fault since they have not released the number. This is not true since O2 has confirmed that the number was released on 7 October.
Now Tesco is saying the number has been LOST and it will take another 5 days (which I don't believe) to get the number back.
Is there anything we can do ?. Tried Ofcom and they were (as usual) useless. She has made a formal complaint to Tesco and waiting their response.
Tesco is saying she won't get any compensation from them as this the fault of O2!.
Any suggestions/advice ?.

Thanks.

Harald

You have to complain to Ombudsman Services. Both Telefonica (O2) and Tesco Mobile use Ombudsman Services as adjucator.

[Deleted User]

None of the huge companies are perfect it has to be said. However there seem to be far fewer complaints about Tesco on these phone forums than there are about the main network providers.
Strange that the new number won't work while you're waiting for the original number to be ported. I've been through this process and I only got about 30 minutes down time on my mobile when it was done.
I would get on to Tesco and see why you can't use the new number in the meantime.

Laz265

Harald wrote: »

You have to complain to Ombudsman Services. Both Telefonica (O2) and Tesco Mobile use Ombudsman Services as adjucator.

Thanks Harald.

Laz265

Deleted_User wrote: »

None of the huge companies are perfect it has to be said. However there seem to be far fewer complaints about Tesco on these phone forums than there are about the main network providers.
Strange that the new number won't work while you're waiting for the original number to be ported. I've been through this process and I only got about 30 minutes down time on my mobile when it was done.
I would get on to Tesco and see why you can't use the new number in the meantime.

Yes, I have been through porting for 6-7 years without any issues (including porting to/from Tesco). Tesco says they can't activate the temporary number since the porting process has already started. If we want the number to be returned back to O2, Tesco says that will take another 2 weeks!.

chanz4

Tesco is O2 so wonder if that's the issue

Laz265

chanz4 wrote: »

Tesco is O2 so wonder if that's the issue

I don't see why that should be. If anything, it should make it easier.
Anyway, now Tesco is blaming O2.

Harald

chanz4 wrote: »

Tesco is O2 so wonder if that's the issue

No, it's not. Tesco is just MVNO using O2 radio infractructure. The rest is different. And this is totally separate company.

Giffgaff is O2. At least is MUCH more O2 than Tesco Mobile. It's owned by Telefonica and have some departments common with O2

chanz4

Harald wrote: »

No, it's not. Tesco is just MVNO using O2 radio infractructure. The rest is different. And this is totally separate company.

Giffgaff is O2. At least is MUCH more O2 than Tesco Mobile. It's owned by Telefonica and have some departments common with O2

same customer service etc

Laz265

Got a response from Tesco. They are saying the number is 'deadlocked' and there is nothing else they can do. They have asked us to complain to Ombudsman Services. Spoke to Ombudsman Services and they say it will take 8-12 weeks to sort out.
Tesco is also saying my mother can't cancel the contract without paying the remainder of the contract (11 months and 1 week) !. Basically she has no service and Tesco still won't let her cancel.

Laz265

2 days later, number was activated !. No explanation but my mother was happy.