Mobile Porting Problems

Ali1Arber

Please help, I tried to transfer two numbers (mine and my husbands) about a month ago from lebara to Tesco, sim only contract. They sent two SIM cards with no clear instruction who should use which sim each with a temp number. 

After a few days my husbands was ported over, me, I’m still on a temp number. 

Their customer service on phone and live chat gave just said that it has been elevated and there is no time scale when it will get sorted. My pac code from lebara expires tomorrow. I have been in to a store twice and even though they guy has been helpful he has not managed to get much further than me. 

Any advice truly appreciated, I think the problem is they tried to port two numbers onto one temp SIM card. 

I’m not getting much help and can’t access some of my financial things as I can receive texts. 

Many thanks

eDicky

Is your Lebara SIM still in service and still able to receive OTP text messages..? Were the two Tesco contracts taken out in your separate names and the SIMs addressed personally when sent..?

Ali1Arber

Thanks fo rreply.  I no longer have the lebera sim cards paccode expires tommorow. The tesco sim cards were sent in the same envelope with no instruction who should have which one.  We had to swap them to get my husbands to work.

savergrant

Was your lebara sim still receiving calls and/or texts when you last had it? Or had it been disconnected? What happens if someone tries to call your number?
If the port didn't actually start for some reason you may be able to get a replacement sim through your online account and try again with a new pac. The worry is that both numbers could have been ported to the same sim and that your number has been deleted.

Ali1Arber

yes lebabra sim was working ok, if you call my number its says something like you have called a wrong number.  I think they have been ported to same sim, thats my worry too

savergrant

Ali1Arber said:

yes lebabra sim was working ok, if you call my number its says something like you have called a wrong number.  I think they have been ported to same sim, thats my worry too

That's confusing, because if your number had ported your old sim would have stopped working. However if the number is not recognised it has probably been deactivated. If both you and your oh have initiated to port your numbers to the same temporary number that might explain ir, although I would have expected there to be systems in place to prevent this. Maybe your number has been deactivated because the number you tried to port to couldn't receive the.transfer?
From the tescomobile side what was the deal with the two sims? Are they on separate accounts or a family plan? Or were they free sims to add a plan later? I don't understand why one of them wouldn't work in your oh's phone either, unless it is a secondary sim which relies on the primary sim being activated first somehow?

PHK

If both SIMs are on the same account (at either end of the port) then the porting rules are slightly different (basically none of the automated options will work although some providers websites can do this )

The general advice is to do one number at a time. It might be that one number is still with lebara or has been returned to the pool of numbers due to the situation.

But the only way to try to resolve this is to ask Tesco to escalate the case to their MNP team.  Theyll be the only people who can see exactly what has happened  and try to resolve it.

savergrant

True, chase tesco and assume it is a problem with the port, however also worth trying to login to your lebara account (if for no other reason ro check whether they are still charging you). 
In future I would say keep hold of the old sim until it stops making a network connection AND it no longer shows in your online account.
As hinted above was there anything unusual about your lebara deal? Such as one sim being an additional plan on the other sim's contract. Or could you at some point have manually closed the account? Do you have a record of tesco receiving YOUR pac?