Help with porting issue from O2 to Tesco Mobile

EllarooH

Hi
Newbie here looking for some help please.
My husband and I left O2 due to the price rises and signed up for sim only plans with Tesco Mobile.  We wanted to keep our existing numbers that we’ve had for 20 plus years.  The porting date was yesterday and we followed the instructions to the letter but both our mobiles seem to have only partially ported.  We can call out and use mobile data, but we can’t receive calls, or sms.  FaceTime and IMessage also won’t activate.  Tesco have been far from helpful just telling us to wait yesterday and escalating it eventually around 7pm. It looks like another day is going to pass without a solution from them.  We also contacted o2 who say the port went as planned.  Can anyone help/advise ?  Thank you 

PHK

The porting process is explained here mnposg.org.uk 

You have what is called a split port. 

Whilst the original network is in charge of the process (the network the number was originally assigned to -known as the ONO) the recipient network Tesco is responsible for updating you and coordinating the various networks. There could be three involved - the original network, the network you were last with (DNO)  and the recipient network (RNO)

They actually escalated it a little early, they should have waited until 10pm but that's a good thing. 

The process gives them 24 hours to resolve (so 10pm tonight) , if it doesn't then you become eligible for compensation which is paid when it's finally resolved and usually calculated at one month's contract payment. 

Depending who the original network was it can take a few days to resolve. (If it was Lyca then even longer)

There isn't really anything you can do I am afraid, because the process is set out and coordinates multiple networks. 

At the moment it looks like Tesco are doing the right things. 

(The only thing you could do is get a PAC and port the number back to the ONO which will automatically sort the problem)

EllarooH

Thank you for your prompt reply. 

 Tesco think they have done everything required to port it properly!  They are currently suggesting we clean both sims with a soft cloth !!! They are clueless, it’s like dealing with a bunch of idiots!  02 think they’ve done everything correctly too!  As for who the numbers were with originally, I can’t remember, maybe Orange.  

We can possibly request another PAC.  Would that be from Tesco? Back to O2? Would that work do you think?  I’ve heard of others getting a replacement sim and that fixing it somehow. 

Thanks in advance for your help. 

born_again

Tesco run on 02 network.

dnpark38

born_again said:

Tesco run on 02 network.

Do Tesco have their own staff running their system or is O2 a complete sub contractor?

EllarooH

born_again said:

Tesco run on 02 network.

Yes I know they piggyback the o2 network.  It still hasn’t helped.  We cant receive calls, if you ring our numbers you het a message saying the number is incorrect and can’t be connected.  If we call out it shows we are ringing from our correct ported number.  There’s obviously an issue with the porting/routing and Tesco seem to not know how to fix it. 

LoopDog007

I’m having the same issue - changed on Monday past. Inserted Tesco sim on Tuesday when connection with O2 dropped - hasn’t worked. Got a replacement sim in the post this am from Tescos but the same problem remains …

PHK

EllarooH said:

Thank you for your prompt reply. 

 Tesco think they have done everything required to port it properly!  They are currently suggesting we clean both sims with a soft cloth !!! They are clueless, it’s like dealing with a bunch of idiots!  02 think they’ve done everything correctly too!  As for who the numbers were with originally, I can’t remember, maybe Orange.  

We can possibly request another PAC.  Would that be from Tesco? Back to O2? Would that work do you think?  I’ve heard of others getting a replacement sim and that fixing it somehow. 

Thanks in advance for your help. 

As I explained in my post , if you want to go down the port route then you need to port to whoever the number was originally assigned to. 

You need to let the process take it's course, you'll just muddle things by constantly contacting them. 

EllarooH

PHK said:

EllarooH said:

Thank you for your prompt reply. 

 Tesco think they have done everything required to port it properly!  They are currently suggesting we clean both sims with a soft cloth !!! They are clueless, it’s like dealing with a bunch of idiots!  02 think they’ve done everything correctly too!  As for who the numbers were with originally, I can’t remember, maybe Orange.  

We can possibly request another PAC.  Would that be from Tesco? Back to O2? Would that work do you think?  I’ve heard of others getting a replacement sim and that fixing it somehow. 

Thanks in advance for your help. 

As I explained in my post , if you want to go down the port route then you need to port to whoever the number was originally assigned to. 

You need to let the process take its course, you'll just muddle things by constantly contacting them. 

Thanks again for replying.
They have today forwarded it to their network team and we should get a response within 5 days.  So at least there seems to have been some progress hopefully in the right direction. 

EllarooH

LoopDog007 said:

I’m having the same issue - changed on Monday past. Inserted Tesco sim on Tuesday when connection with O2 dropped - hasn’t worked. Got a replacement sim in the post this am from Tescos but the same problem remains …

Is yours the same as ours whereby you can make outgoing calls and it shows calling out from your ported number, and have data, but no incoming calls or texts?  Says incorrect number when trying to call our mobiles.  Interesting that the new sim didn’t work.  

I’ve just posted to say that Tesco have finally forwarded the details to their networking team to look into rather than the team that deals with porting.   had to provide details of 3 seperate times I tried to call the mobile number and tell them the time, what number I called from and what the result was.  They’ve said 5 working days max for a response. 

LoopDog007

Hi, can’t make or receive calls, have received texts from Tescos but can’t send them, also can’t  listen to voicemails. 

Communicated with O2 today to confirm that they had completed all processes at their end - then contacted Tesco help chat for the 3rd time. 
I shared screen dumps of ‘call failure’ and ‘message failed to send’ notifications. 

I have been promised it will be sorted within 24 hours… 
I have kept a copy of my communication with them to follow up tomorrow if necessary. 

Very inconvenient when out and about and frustrating to be paying for a service that I’m now as yet getting. 

Good luck, I’ll update here if any change.