Lebara porting

moomylawrence

DAY 8 OF NO PORT IN MY TELEPHONE NUMBER. CUSTOMER CARE VIA CHAT KEEP SAYING SAME THING - WAIT

sorry for capitals but I am very frustrated - any suggestions???

nellieK

I was very happy to find the great deal on the Lebara SIM. l also was porting my number from Plusnet to Lebara. i was messaged to say that the porting had happened, but had to contact Lebara as could not get calls or texts.  That was sorted.  Then i could not get mobile internet, that took lots of support contacts but got sorted.  Now my voice keeps braking up when I either make or receive a call.  Calling their support often doesn't work as they cannot hear me properly.  I have had to contact them at least twice daily.  It has been a real nuisance, I had to call a breakdown service, and my doctor tried to call me.  It is not my phone as tried SIM in another phone.  I am getting really fed up but I need to have free roaming in Europe.  Anyone have any suggestions ?  I have reset my network setting so many times now.

datz

It is porting stories like these, that made me re-evaluate my approach to moving between providers. I now never port my main numbers and instead keep them on a cheap (traditional) payg tariff with a big, more reputable provider (used for incoming calls/sms). Then I will chase whatever is the 'deal of the day' to be used as a secondary sim (in a dual sim device) for data and outgoing calls/sms. Maybe something to consider for the future if you want to avoid disruption.

Cheap companies like these will often implement as many automated processes as possible, and then sacrifice the costly customer service aspect. Everything is fine until you run into problems and then you're in for an uphill struggle. If front line customer service is a dead end, the only suggestion I have is following the official complaints process with an eventual escalation to the ombudsman. Usually an official complaint lands on the desk of someone more competent (but can take time).

savergrant

nellieK said:

I was very happy to find the great deal on the Lebara SIM. l also was porting my number from Plusnet to Lebara. i was messaged to say that the porting had happened, but had to contact Lebara as could not get calls or texts.  That was sorted.  Then i could not get mobile internet, that took lots of support contacts but got sorted.  Now my voice keeps braking up when I either make or receive a call.  Calling their support often doesn't work as they cannot hear me properly.  I have had to contact them at least twice daily.  It has been a real nuisance, I had to call a breakdown service, and my doctor tried to call me.  It is not my phone as tried SIM in another phone.  I am getting really fed up but I need to have free roaming in Europe.  Anyone have any suggestions ?  I have reset my network setting so many times now.

It may just be me being stupid but I don't see how porting your number can affect the quality of voice calls. Perhaps there is a mast issue which has happened at the same time?

datz

savergrant said:

nellieK said:

I was very happy to find the great deal on the Lebara SIM. l also was porting my number from Plusnet to Lebara. i was messaged to say that the porting had happened, but had to contact Lebara as could not get calls or texts.  That was sorted.  Then i could not get mobile internet, that took lots of support contacts but got sorted.  Now my voice keeps braking up when I either make or receive a call.  Calling their support often doesn't work as they cannot hear me properly.  I have had to contact them at least twice daily.  It has been a real nuisance, I had to call a breakdown service, and my doctor tried to call me.  It is not my phone as tried SIM in another phone.  I am getting really fed up but I need to have free roaming in Europe.  Anyone have any suggestions ?  I have reset my network setting so many times now.

It may just be me being stupid but I don't see how porting your number can affect the quality of voice calls. Perhaps there is a mast issue which has happened at the same time?

This particular issue may just be related to coverage of the network that the MVNO operates on. Plusnet use(d) EE, while Lebara runs on the Vodafone network. I say 'may' because they appear(?) to be using it at different locations and experiencing the same problem. Might be worth the time for them to check service levels with any friends or family (in the area) that also use Vodafone, or one of their MVNOs.

savergrant

It just seemed odd to me that the poster only started experiencing these problems after porting in their number, suggesting that the service from lebara had been working OK beforehand.

DexternDoid

Having similar issues with porting in from Three. I sent them this message yesterday:

Early on Tuesday 4th July (yesterday) I received an email from you saying that the transfer was complete. It was not and now seems to be messed up.

I reported this just after 8am this morning and I see no progress. I need my phone!!

Presently, I can phone and text out but while the phone at the receiving end shows my ported in number, my texts show my previous Lebara number.

I cannot receive either calls or texts to my ported in number. I can receive both texts and calls only to the old, non ported number.

When my ported in number, my personal number) is called from another phone, the call goes straight to voicemail on my old (three) service! Text messages just disappear and are lost.

A ticket was issued to address this but I have seen no progress at all.  I get the same response from Lebara every day: wait until midnight.

I am stuck, no usable service.  

DexternDoid

Update: Just reinstalled my old three sim in a spare phone. Immediately received notice that 11 voicemails arrived.  Tried to access them with 333 and...   no mobile service.  Stuck in limbo.

PHK

This is a routing issue with Three (or whichever service provider the number was allocated to originally) and they've  not deactivated your old SIM.

All you can do is keep on at Lebara but they can't force the other service providers to do anything so you could complain to Three asking it to be escalated to their MNP team. 

Regarding the SMS issue if you are an Android user make sure that RCS isn't registered to your temporary number.

savergrant

PHK said:

This is a routing issue with Three (or whichever service provider the number was allocated to originally) and they've  not deactivated your old SIM.

This is what confuses me. There must be many people who have ported their number numerous times, possibly across three or four networks. So if I am issued with an o2 number then port to vodafone, then to ee, and then join 3, who handles my port from ee to 3? The number was issued by o2.