Problems changing from Plusnet mobile to Smarty

poppystar

I’m getting very confused and Smarty customer service not making anything clearer!

I got a PAC code from Plusnet and gave it to Smarty when opening the account
i received the Smarty sim
i activated the Smarty sim
Smarty says number port successful 
…but I still have my service with Plusnet!??!

Smarty say I can’t use the new sim until I lose my service with Plusnet and I need to chase them myself. 

It’s all so haphazard and fear I’m in danger of losing my service while out and about, I have hospital appointment this weekend and don’t really want to have to change a SIM card while in a hospital but equally I need a functioning phone to get contact with my lift/taxis etc. 

I guess I shouldn’t have gone with Smarty but I thought they had good customer service. This is not the service and procedure they set out when I decided to move to them. 

Anyone else had similar problems? Or can at least explain what might be happening? Thanks.

savergrant

Hi. There are some big issues in the statements
'Smarty says number port successful 
…but I still have my service with Plusnet!??!

Smarty say I can’t use the new sim until I lose my service with Plusnet and I need to chase them myself. '

Did smarty issue you with a new number or send you a sim which the number was supposedly already ported to? Can you make and receive calls on your smarty sim, and if so what number does the other person see?

You should not have to contact your old provider once they have given you a pac, smarty should be pushing them to resolve any problems. And why do they tell you not to use the sim they sent you and which you have activated and are paying for?

poppystar

savergrant said:

Hi. There are some big issues in the statements
'Smarty says number port successful 
…but I still have my service with Plusnet!??!

Smarty say I can’t use the new sim until I lose my service with Plusnet and I need to chase them myself. '

Did smarty issue you with a new number or send you a sim which the number was supposedly already ported to? Can you make and receive calls on your smarty sim, and if so what number does the other person see?

You should not have to contact your old provider once they have given you a pac, smarty should be pushing them to resolve any problems. And why do they tell you not to use the sim they sent you and which you have activated and are paying for?

Exactly, that  ^^ is what I don’t understand. I’ve now spoken to two chat people and both have said not to put the sim in until I lose service. This is also what the online instructions say. 

They sent me a sim with a new number, I activated the sim and a few days later the number on my Smarty dashboard changed to the number I was keeping. The phone though is still connected to Plusnet - but you are correct, I started paying Smarty from the activation date!