Lebara porting

Porting from Plusnet mobile to Lebara was supposed to take place on 30th May 2023.
It's now 3 days later and despite several live chats with Lebara still not receiving incoming calls.
Everytime I live chatted with an agent I have received the same stock answer; wait 24 hours.
I attempted to phone the 2 helpline numbers but they were not working.
I only chose to go with Lebara as it was recommended on the MSE site.
So far totally disillusioned with the service. 
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Comments

  • 24tseh
    24tseh Posts: 3 Newbie
    First Post
    Update: Still unable to use their contact numbers and they appear to have taken away the live chat option on their site.
  • cherryade44
    cherryade44 Posts: 82 Forumite
    First Anniversary Name Dropper First Post
    24tseh said:
    Update: Still unable to use their contact numbers and they appear to have taken away the live chat option on their site.
    You can contact them from your Lebara number on 5588, live chat is showing for me too. I ported a number on Tuesday, lost incoming calls on from Wednesday to Thursday. Rang Plusnet and Lebara. Must be a lot of people leaving Plusnet at the moment. I'm sure it will get sorted soon although probably not over the weekend. good luck https://mobile.lebara.com/gb/en/contact-us
  • 24tseh
    24tseh Posts: 3 Newbie
    First Post
    Your good luck wish has worked. I'm now receiving calls.
    I had another chat, gave them details of last failed attempt to reach me and hey presto, an hour later and everything is now ticketyboo.
  • Thomas_Crown
    Thomas_Crown Posts: 887 Forumite
    First Post First Anniversary
    24tseh said:
    Your good luck wish has worked. I'm now receiving calls.
    I had another chat, gave them details of last failed attempt to reach me and hey presto, an hour later and everything is now ticketyboo.
    Glad to hear that you've finally got sorted. I'm currently with Plusnet and have just signed up with Lebara. I signed up because of the MSE ''blagged deal'' and also because Lebara are a Which? Recommended Provider, with a score of 79%. I hope that I don't experience the same problems that you did.
  • I have the same problem number ported from Plusnet to Lebara on June 1st had confirmation it was successful. Cannot receive incoming calls or text messages from friends/family on Plusnet or EE. Have done online chat  phoned customer care and another online chat yesterday Sunday. Still have same problem today. Need to be able to be contacted by someone who may need help but it’s not possible because their calls are not coming through. Does anyone know how long this problem takes to fix.
  • savergrant
    savergrant Posts: 1,072 Forumite
    First Post First Anniversary Name Dropper
    If it is a case of calls from other ee/plusnet numbers not reaching you (but your new sim receiving other calls) it means that plusnet/ee are still treating calls to your number as internal calls. It isn't lebara's fault but it is best to get them to pester plusnet to solve it.
  • brook_heather
    brook_heather Posts: 109 Forumite
    First Post First Anniversary Name Dropper Photogenic
    If you have an Android phone and text messages are being sent with the temporary Lebara number instead of your ported in number then it's worth disabling RCS Chat in the Messages settings in case it is using the wrong number.
  • Thank you for the replies. Have contacted Lebara again this morning this is the what happens when someone calls me who is Plusnet I’m sorry calls to this number are not been connected. If dialled correctly this number is not available from this network,. Lebara are trying to sort it. Let’s hope it gets fixed this time. 
  • Abcedfg
    Abcedfg Posts: 3 Newbie
    First Post
    Problem now sorted by Lebara Calls coming through,thank you Lebara also calll from Lebara today to say problem fixed.  
  • On recommendation of MSE I too wished to transfer to Lebara. Got sim, gave PAC code and told number would be ported 5/6.

    No - five days later, lots customer service telephone calls and LIVE CHATS still being told to wait. What is their problem ?? Who can I escalate this problem to?
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