Problems with Lyca Mobile

MPG1955

If anyone has suggestions of what I do next please let me have them ......

1. 4 October, Wednesday - my bundle (MSE1) failed to renew as Lyca did not take the £4.75 direct debit from my account.  At this point I lost mobile data connectivity and the ability to make/send calls and texts.
2. 8 October, Sunday - email below sent to Lyca to which I have not received a response.
3. 10 October, Tuesday - one of your Customer Service representatives (when I eventually got through) advised to buy a voucher from Tesco or through Paypal and apply it to my phone. I was also advised that the matter would be escalated (no reference given though) and I should hear back within 24/48 hours.  This did not happen.
4. 10 October, Tuesday - I bought a £5.00 voucher (2017732849365) and applied it to my phone as advised by your representative.  I believed this would be paying for my MSE1 bundle.  Your representative did not advise me correctly.  I did in fact only get £5.00 worth of "pay as you" go credit.
5. 13 October, Friday - I tried making a mobile call only to be advised that I had run out of credit on my account.  This was not even three full days since I had applied the £5.00 voucher.
6. 13 October, Friday - I again spoke with another Customer Service representative who, during the course of a very difficult conversation, totally confused me.  I was told that dialling *131*vouchercode# would do what I needed to do. But was also told that dialling *139*5555# was correct.  Apparently I should also text 5555 to 3535 - how I was supposed to do this without any credit and what it would do anyway was beyond me?  During this conversation I was very frustrated and exasperated - also being reduced to tears.  This representative kept telling me there was nothing else to be done until I had a voucher and to end the call.  I refused to end the call and asked to be put through to a manager.  The representative consulted with someone (allegedly) and said I was being put through to a manager.  I held on to the line for about another 50 minutes during which time the line just rang and rang and no-one answered.  I was also advised that the matter would be escalated but again no reference was given to me.
7. 13 October, Friday - I bought another £5.00 voucher (3166234827944) through Paypal.
8. 14 October, Saturday -  I again phoned Customer Services.  After the usual long wait the call was answered by a representative who was very courteous and patient who actually helped me and applied the voucher to my account for me but to a bundle of 2.5GB data and 1000 call and texts.  Not the same as my £4.75 MSE1 bundle but a bundle none-the-less that would run to 12 November.
9. This same representative also said my issue would be escalated and gave me a reference of 98189655 (the first time a reference had been given) which I believe is with regard to my auto-renewal status.
10. 21 October - Chase up Lyca with an as no response to the escalation reference.
11. 25 October I decide enough's enough and request a PAC from Lyca - this duly arrives.  LYC166752.  I contact another provider and sign up to one of their packages.
12. 27 October the SIM from the other provider arrives and I duly complete the necessary to switch my mobile number from Lyca to the new provider.  I'm met with the message "We've tried to process your PAC, but there is an issue with the information you've submitted.".  I get my partner to verify I've completed the form correctly which I have.
13. 27 October I phone Lyca Customer Services and am advised by the representative that there's nothing to be done as a new PAC cannot be generated until the current one expires which is 23 November.  I asked to speak to a Supervisor and was switched to a continuously ringing tone which is never answered.

If anyone has any advice please let me know.

savergrant

Can you login to your lyca account (or app) and see your phone number there?
Who did you decide to switch to?

PHK

MPG1955 said:

If anyone has suggestions of what I do next please let me have them ......

1. 4 October, Wednesday - my bundle (MSE1) failed to renew as Lyca did not take the £4.75 direct debit from my account.  At this point I lost mobile data connectivity and the ability to make/send calls and texts.
2. 8 October, Sunday - email below sent to Lyca to which I have not received a response.
3. 10 October, Tuesday - one of your Customer Service representatives (when I eventually got through) advised to buy a voucher from Tesco or through Paypal and apply it to my phone. I was also advised that the matter would be escalated (no reference given though) and I should hear back within 24/48 hours.  This did not happen.
4. 10 October, Tuesday - I bought a £5.00 voucher (2017732849365) and applied it to my phone as advised by your representative.  I believed this would be paying for my MSE1 bundle.  Your representative did not advise me correctly.  I did in fact only get £5.00 worth of "pay as you" go credit.
5. 13 October, Friday - I tried making a mobile call only to be advised that I had run out of credit on my account.  This was not even three full days since I had applied the £5.00 voucher.
6. 13 October, Friday - I again spoke with another Customer Service representative who, during the course of a very difficult conversation, totally confused me.  I was told that dialling *131*vouchercode# would do what I needed to do. But was also told that dialling *139*5555# was correct.  Apparently I should also text 5555 to 3535 - how I was supposed to do this without any credit and what it would do anyway was beyond me?  During this conversation I was very frustrated and exasperated - also being reduced to tears.  This representative kept telling me there was nothing else to be done until I had a voucher and to end the call.  I refused to end the call and asked to be put through to a manager.  The representative consulted with someone (allegedly) and said I was being put through to a manager.  I held on to the line for about another 50 minutes during which time the line just rang and rang and no-one answered.  I was also advised that the matter would be escalated but again no reference was given to me.
7. 13 October, Friday - I bought another £5.00 voucher (3166234827944) through Paypal.
8. 14 October, Saturday -  I again phoned Customer Services.  After the usual long wait the call was answered by a representative who was very courteous and patient who actually helped me and applied the voucher to my account for me but to a bundle of 2.5GB data and 1000 call and texts.  Not the same as my £4.75 MSE1 bundle but a bundle none-the-less that would run to 12 November.
9. This same representative also said my issue would be escalated and gave me a reference of 98189655 (the first time a reference had been given) which I believe is with regard to my auto-renewal status.
10. 21 October - Chase up Lyca with an as no response to the escalation reference.
11. 25 October I decide enough's enough and request a PAC from Lyca - this duly arrives.  LYC166752.  I contact another provider and sign up to one of their packages.
12. 27 October the SIM from the other provider arrives and I duly complete the necessary to switch my mobile number from Lyca to the new provider.  I'm met with the message "We've tried to process your PAC, but there is an issue with the information you've submitted.".  I get my partner to verify I've completed the form correctly which I have.
13. 27 October I phone Lyca Customer Services and am advised by the representative that there's nothing to be done as a new PAC cannot be generated until the current one expires which is 23 November.  I asked to speak to a Supervisor and was switched to a continuously ringing tone which is never answered.

If anyone has any advice please let me know.

There are unfortunately thousands of people in the same situation. Ports are taking weeks and weeks and some customers can't receive calls. Please could you go to the Ofcom website and complete a monitoring form. 
We need Ofcom to step in and the only way to do that is to have enough people contact them. 

GrumpyDil

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

MPG1955

GrumpyDil said:

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

Have requested a new PAC, both by text and the Customer Svcs Rep.  Both requests have been denied.

savergrant

GrumpyDil said:

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

I suspect it is different if you have already given the pac to a new provider.  If for any reason the port doesn't go through you need it to invalidate before you can try again to pac.

GrumpyDil

savergrant said:

GrumpyDil said:

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

I suspect it is different if you have already given the pac to a new provider.  If for any reason the port doesn't go through you need it to invalidate before you can try again to pac.

But isn't the point that the original request has failed? OP, when you say it has been denied on the text request what was the exact response? 

savergrant

GrumpyDil said:

savergrant said:

GrumpyDil said:

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

I suspect it is different if you have already given the pac to a new provider.  If for any reason the port doesn't go through you need it to invalidate before you can try again to pac.

But isn't the point that the original request has failed? OP, when you say it has been denied on the text request what was the exact response? 

The new provider has received the pac and for some reason the port hasn't completed.  I suspect the pac will need to lapse before lyca will issue another pac as it could lead to two networks trying to transfer the number to them.

From a previous post
'

1. 25 October I decide enough's enough and request a PAC from Lyca - this duly arrives.  LYC166752.  I contact another provider and sign up to one of their packages.
2. 27 October the SIM from the other provider arrives and I duly complete the necessary to switch my mobile number from Lyca to the new provider.  I'm met with the message "We've tried to process your PAC, but there is an issue with the information you've submitted.".  I get my partner to verify I've completed the form correctly which I have.'

savergrant

I would suggest asking the new provider what the issue is with the info you have given them.

GrumpyDil

savergrant said:

GrumpyDil said:

savergrant said:

GrumpyDil said:

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

I suspect it is different if you have already given the pac to a new provider.  If for any reason the port doesn't go through you need it to invalidate before you can try again to pac.

But isn't the point that the original request has failed? OP, when you say it has been denied on the text request what was the exact response? 

The new provider has received the pac and for some reason the port hasn't completed.  I suspect the pac will need to lapse before lyca will issue another pac as it could lead to two networks trying to transfer the number to them.

From a previous post
'

1. 25 October I decide enough's enough and request a PAC from Lyca - this duly arrives.  LYC166752.  I contact another provider and sign up to one of their packages.
2. 27 October the SIM from the other provider arrives and I duly complete the necessary to switch my mobile number from Lyca to the new provider.  I'm met with the message "We've tried to process your PAC, but there is an issue with the information you've submitted.".  I get my partner to verify I've completed the form correctly which I have.'

That' s a big assumption and I wouldn't want to wait to see. If you are right and it is partially started I'd be concerned about possibly losing the number.

If I was OP I would ask the new provider if they can tell what was wrong with the original info and keep trying to get a new PAC code.

I'm also fairly sure the system should be robust enough to recognise when a PAC has been superseded by a later one being issued or refuse to issue a new one when a port has been started. Certainly if I was delivering a change/system to handle this I would expect that to be coded for/tested. 

savergrant

GrumpyDil said:

savergrant said:

GrumpyDil said:

savergrant said:

GrumpyDil said:

I would request a new pac code using the texting service by texting PAC to 65075. 

I did not have an issue getting a new PAC code that way even though an existing one was still valid (left it very late to complete the number port do wanted a new code to be safe).

I suspect it is different if you have already given the pac to a new provider.  If for any reason the port doesn't go through you need it to invalidate before you can try again to pac.

But isn't the point that the original request has failed? OP, when you say it has been denied on the text request what was the exact response? 

The new provider has received the pac and for some reason the port hasn't completed.  I suspect the pac will need to lapse before lyca will issue another pac as it could lead to two networks trying to transfer the number to them.

From a previous post
'

1. 25 October I decide enough's enough and request a PAC from Lyca - this duly arrives.  LYC166752.  I contact another provider and sign up to one of their packages.
2. 27 October the SIM from the other provider arrives and I duly complete the necessary to switch my mobile number from Lyca to the new provider.  I'm met with the message "We've tried to process your PAC, but there is an issue with the information you've submitted.".  I get my partner to verify I've completed the form correctly which I have.'

That' s a big assumption and I wouldn't want to wait to see. If you are right and it is partially started I'd be concerned about possibly losing the number.

If I was OP I would ask the new provider if they can tell what was wrong with the original info and keep trying to get a new PAC code.

I'm also fairly sure the system should be robust enough to recognise when a PAC has been superseded by a later one being issued or refuse to issue a new one when a port has been started. Certainly if I was delivering a change/system to handle this I would expect that to be coded for/tested. 

That is pretty much what I said.  The idea behind text2pac was that you needed minimal contact with the old provider.  Push the new provider (who have said that they presented the pac but then hit a problem). But as another network has contacted lyca and presented the pac it makes sense that asking lyca for another pac is not working.

At the moment is the lyca sim still working?