Switching number to Smarty Error

HaroldWhistler

Judging purely from the Automated e-mails from Smarty (their system), does it look like the PAC transfer did NOT go through. Thus I can simply either try again tomorrow, or just switch my number to another network? (See below for full details)

I haven't had any trouble in the past switching a number over to Smarty, or switching to another network from them. Does their system go down? I'm slightly unsure as to what the "status" of this attempted number transfer is.

1. In this case, I am trying to switch a number over to Smarty (using it as a temporary SIM). And then transfer it over back to the old network in order to benefit from the new customer price. I have received my PAC code from Lebara. 

2. I already have the Smarty SIM (already paid for). This time when I went to the online PAC/Transfer your number form, it came up with a "Sorry, we cannot process your request. Please try again later, or contact customer support."

3. I proceeded to try again two more times and got the same thing. Then I saw where you type your old number, thought perhaps I ought to type 44 instead of 0 at the start. This time it "Submitted" without an error. 

4. I then saw my e-mail showed two automated e-mails received almost instantly. The first showing a confirmation of the Transfer request saying "We've received your Request". The second said "Your number has not been transferred. There was an issue transferring your number. You can try again from your Smarty account or get in touch."

5.  Somewhat irritated at this point, I tried one more time and got the same error. I thought I'd just try again tomorrow or just use another network for this "temporary SIM". Then I wondered/worried if the PAC code has been utilised already or not. I therefore tried their "Live chat" Support (the only way to get in touch) after being logged into my Smarty account on their website. After the automated bot going in circles before it will give you the option to talk to a human, it then connected me to someone called "Mahesh" (who it said was based in India). 

6. The so called support agent was completely useless taking what felt like years to respond and not even looking at the question(s) I asked. I had asked as to whether the "Transfer your number" system was not working and should I try again tomorrow. In addition, I wanted clarity on whether any transfer had already been processed already. After a while, he just typed a generic "Sure I'll look into it" (actually his responses were all with simple letters and improper grammar). More silence and continuously I could see underneath what I typed it said "Not seen" for a considerable time. (Though even after they were "seen", it should have said "not read/grasped"). Finally he responded saying he needed to go through Account security. I decided to be patient and go through this. He finally goes "Fantastic that takes us through security." I then repeated my questions. More minutes of silence. And then he finally "responds" by asking me for the PAC code and old number I want to transfer after another several minutes of silence and not answering my questions. It should be noted that none of his responses even had proper punctuation or capital letters at the start of the sentence. 

7. At this point, the Chat agent hadn't inspired any confidence in me regarding his competence, customer service skills, or literacy, so I did not want to have this guy processing any PAC transfer at all. I just said I'd try again tomorrow. I have had previous terrible "Support Chat" experiences with companies like Vodafone in the past with totally incompetent agents who just pass you from pillar to post, but this guy was almost equally as useless. I've never had to deal with Smarty support before, but this certainly put me off.

Judging purely from the Automated e-mails from Smarty (their system), does it look like the PAC transfer did NOT go through. Thus I can simply either try again tomorrow, or just switch my number to another network?

I know that with Smarty, everything is done online, and you get confirmation of "actions" on the Account by e-mail. So I presume here that no transfer has taken place and the PAC code I got from Lebara should still work to switch to another network right?

WelshPaul

It’s not a ‘live chat’ system with SMARTY, it’s just a chat system. You leave a message and you get a response when you get a response!

HaroldWhistler

WelshPaul said:

It’s not a ‘live chat’ system with SMARTY, it’s just a chat system. You leave a message and you get a response when you get a response!

As per above, the "chat agent" did not respond to what I asked at all. My question here was whether the two e-mails from Smarty are adequate confirmation that the PAC code has not been utilised.