Vectone - Porting Nightmare

astreix

Here's my experience of trying to port my number to Vectone - a warning to anyone thinking of going down that path.

My contract with Orange just ended and I wasn't looking to upgrade for a few months so I thought it was a good idea to port to Vectone for a few months and save some money.

- Ordered a sim from their website and it arrived promptly.
- Initiated a number porting by sending a text message as instructed on their website and got a confirmation that porting will be completed in next 24 hrs.
- No porting took place so a call placed to customer services team
- They system had no record of any porting request. The agent said it is not uncommon for the porting by SMS to not work. Not to worry she has taken by request and the port will happen next day
- Next day around 4pm, I lost the orange signal on my phone which I assumed was good news that porting had happened.
- However my number didn't transfer over to Vectone
- First call the next day to check why my number from Orange wasn't transferred over to Vectone and am told it will happen by end of day
- Obviously no transfer took place
- Second day again called in the morning (long wait times on the call as usual) and was now told that a complaint has been registered and number will definitely get transferred today
- End of second day after number was supposed to be transferred and number didn't transfer
- Day 3, same ritual and this time I started to lose my patience so I pressed a bit more for what the issue is. I was told they need some internal authorisation code for the number tranfser and they are awating that from the technical team. But it will definitely get done today
- It is now 5 days since my number was supposed to be transferred and I'm still no further than "it will definitely get done today sir"

Meanwhile anyone who dials my number gets a message that the number doesn't exist and no one can get in touch with me.

I understand with any organisations sometimes things go wrong, but the issue with Vectone seems to be
- No one wants to take any responsibilty or ownership of the issue. The focus of the agent is just to get you off the line with some vague promises. No one very calls up to follow up
- It might just be a cultural thing, but the staff come across as rude in their tone and manners.
- No way to escalate a complaint. the agent simply didn't understand when I said how do I escalate this complaint - (I've already given you a complaint number sir. What more do you want?)
- Very long hold times - up to 10 minutes. And more than once I am very sure the agent just hung up on me, pretending that they couldn't hear me very well due to bad line. I could hear them quite clearly.

In summary while it is possibly a good way of saving money, in hindsight I would have saved myself all the stress and time by paying a bit more for one of the mainstream providers.

My suggestion to anyone considering going to Vectone is be warned - you'd be fine as long as you don't require any customer service, because such a thing doesn't exist at Vectone.

gwapenut

I have the same problem! Did it resolve for you in the end?