Plusnet switching nightmare

smjxm09

On my recommendation my daughter got her PAC switching code from EE and gave it to Plusnet, as it was a better deal.  The Plusnet sim card arrived and the switch took place except it didn't complete.

If anyone rings my daughters old mobile number they get a message that it isn't taking calls.  While out and about she can't  WhatsApp or text although I think she said she can while on the home wifi.    Phoning Plusnet is a waste of time, as they are not interested, and just tell her to wait.  Well this is day 9 and she is still waiting.  Also they refused to sign up to the no service compensation agreement that other providers offer so.    Does anyone have  any ideas what to do as the old sim card now doesn't work either.   

flaneurs_lobster

Seems that you are not alone, other reports of port-in problems on Plusnet on their Community Forum

https://community.plus.net/t5/Mobile-Tech-Help/Plusnet-issues-porting-numbers/td-p/1867530

EDIT: and here https://community.plus.net/t5/My-Order/Problems-with-porting-number/m-p/1867113#U1867113

seems there may be a specific EE --> Plusnet  issue

smjxm09

That makes for an interesting read so thank you

forgotmyname

Did you text the PORT to the number provided with the new SIM?   I was expecting a number to switch a couple of days ago.
Expected it to switch midnight or 1am as usual but nothing, text PORT and it said port in progress.

I gave them a call just to be sure, not wanting to risk losing the number. They said it should have switched early hours as
expected and that it would have been flagged in the system having not progressed further.  They said just turn it off and back
on every now and then and it will switch.  It did an hour or so later so maybe they needed a prod of just the timing?

smjxm09

Just an update.  It is now day 18 and still no service.   Looking at the Plusnet community pages the issue is with EE porting to Plusnet, which are both BT companies but the porting is done by a French third party company.     Plusnet seems incapable of fixing my daughters porting issue and has given it a zero priority despite being aware she is type 1 diabetic, drives alone at night and has no way to phone in an emergency.   They are saying all they can do is report it themselves.

k_man

I suggest the purchase of a cheap PAYG SIM in the meantime, for emergency calls.

bwatkins1

Plusnet are by far and away the most incompetent provider I've ever experienced. I was with them for five years and they messed up absolutely everything they did for me. One occasion I was without service for three weeks simply because they didn't log the faults I reported. This is no exaggeration - there was an investigation by an independent ombudsman who awarded compensation.

I'd strongly encourage you to get out of your contract with them asap. What you've seen is the tip of the iceberg.

Stonesmike

I’m having the same problem. Was quite impressed with how quick the SIM card came and updates by email. Promised me, my old number will be up & running by the end of the day, this is from Tuesday and now telling me it could be Monday.
To be honest I don’t really depend on my phone that much, but it’s beginning to grind a bit now. Think I’m right in saying I have 14 days to switch?

flaneurs_lobster

Number ports don't happen at weekends or bank holidays so this week's window closed on Wednesday afternoon. A couple of days to fully port a number is not unusual.

You can cancel a contract taken out online or by telephone within 14 days without penalty but don't do anything until your mobile number has been secured somewhere.