Lebara porting issues

mikefearn83

Hi there. 

I wondered if anyone has experience of what I am currently up against. 

My son had an Apple Watch cellular with a number on the Truphone network, worked flawlessly for over a year. He now has a phone and we obtained a PAC code to port the number from Truphone to Lebara. 

Number should have ported 01/03/24 but we are still awaiting the transfer. Temp Lebara number disconnected and I’ve phoned Lebara every single day and they keep saying it is being investigated. 

I’ve had an email from Lebara today saying the number cannot be transferred from Truphone as they do not have a porting agreement with Truphone. It’s taken 24 calls, 3 complaint emails and 4 manager callback requests to get this point. 

Would this really be the case that the number cannot be ported from Truphone or do you think this is rubbish, unfortunately we have no idea where the old number is and would still like to keep it. This is the next battle. 

Lebara have been shocking throughout and basically told us to wait another 24 hours, 20 days on the bounce now, but we have to move on now and find some form of alternative. 

I’ve never heard anything like this and am truly at the end of my tether now. 

Thank you in advance. 

Regards. Mike. 

savergrant

Had never heard of them. Having looked at their website I'm not really any the wiser. Info on website is all about data-only plans so may be seriously out of date. Nothing at all about network providers. Is the number a uk number? If so what are the 3 digits after the initial 07? If it is a uk number it must have been issued through one of the big four networks. I think 'porting agreement' is a red herring tbh.

sdduk

I just had a look and you can't even find out what network they use, Also it looks like you have a Business number i think Lebara is telling you the truth its down to Truphone which i have never herd off until now.

What networks do you use?-

For a full list of our networks, please get in touch. Then takes you to Below.

Definitely something not right with this company.

mikefearn83

Truphone works on EE and to be fair they have been fantastic.  Customer service is quick and helpful and I cannot really fault them so far. 

The number with Truphone is a UK number and able to be used on other networks. 

This should have been an easy port out but it’s obviously not worked out that way. The number fully transferred out of Truphone bits it seems to be the Lebara end which is the issue. 

mikefearn83

https://go.truphone.com/plans/GB

PHK

Truphone are members of mnposg.org.uk (the group of providers that design the rules and procedures for porting) but Lebara are not. (Their competitors like Lyca are)

So I would suggest that Lebara are not giving the correct information.