Help! My mobile provider has accidently deleted my number

lg123

Hi,

I'm not sure what to do. My mobile phone provider has accidentally deleted my number which means I've had no service on my phone now for a week.

I've been told on their customer forum "if the number has become detached, it'll go into limbo for a while before being reissued to someone else, so it's important to persist before this happens. It'll need someone with sufficient authority to take the number out of the holding pool and reunite you with it. If this is the problem, that's what you need to insist on."

I've been told that they'll have it resolved on Tuesday, didn't happen, called back, told they'd have it resolved on Thursday and again it didn't happen.

The Ombudsman will only handle complaints over 8 weeks old and obviously I don't want to be without my phone this long.

What can I do to try and get this resolved? Surely it can't be right to be billed for a service I'm not getting and surely they have some responsibility to look after the number that I have had for the past 14 years?

Any help would be appreciated.

Thanks. L.

diamonds

Call Ofcom

macman

Ask them for a temporary SIM and number in the meantime, there should be no issue with this to keep you in contact.
Is this Vodafone perhaps?

lg123

yes. It is Vodafone.

I'll call them, again, this afternoon and do that.

Thanks.

forgotmyname

How did they manage to lose it? Billing issues or contract upgrade or other?

diamonds

forgotmyname wrote: »

How did they manage to lose it? Billing issues or contract upgrade or other?

its Voda...


I'm convinced they have been hacked.

lg123

I don't know. I am guessing it was some sort of accident.

Does anyone know where I stand from a legal point of view? I've had the number 14 years, the number they've lost is an emergency contact number in a number of instances (I really hope no one has an emergency), it's also on all my business stationery.

It's now 10 days since I lost my service/number and they still haven't sorted it. I spent 1 hour 48 minutes on the phone to them in a single call at the weekend (my 4th call to them) before they hung up on me. I get the feeling that they really don't know how to resolve this. I am dreading this dragging on.

In the meantime not having a mobile is blooming aggravating - I have a 5 month old and a 5 year old. Getting around especially in the car in this weather on dark, fast country roads (the only kind around here) by myself is much more stressful without the security of my phone.

Any help with the legal standpoint would be much appreciated. I would love to throw the book at them on this one.

Many Thanks.

DCFC79

Have you tried social media ?

Just say your number has been deleted and you want it sorted.

As its vodafone I'm not confident now.

Reply #23 here follow the instructions to the letter and message he Voda forum rep.