Help with porting issue from O2 to Tesco Mobile

EllarooH

UPDATE 
Tested phones this morning and they have started working!  Escalating it to the Network Team on Thursday afternoon seemed to get the issue resolved by Monday morning.  6 days without service from Tesco in the end and other than messages through X (twitter), we have had no correspondence from Tesco regarding our complaint.  

They should make people aware right from the start that the porting of their number may be problematic.  It is totally unacceptable this day and age to be without proper mobile service for 6 days. 

Tesco Mobile customer service really needs to be improved.  

Thanks for the help from those on this page.
Maybe these details can help others in the same boat as us. 

EllarooH

LoopDog007 said:

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. 

Ours are working now.  Hope you get yours sorted soon too. 

dnpark38

EllarooH said:

Escalating it to the Network Team on Thursday afternoon seemed to get the issue resolved by Monday morning. 

Tesco Mobile customer service really needs to be improved.  

How did you contact this team?

Rainymac

Hi - glad it’s sorted - what phone do you use ? I’ve been told it’s an issue with some Apple phones ? Sorry if I repeated myself 

Rainymac

Ours is working ! They sent replacement SiMs and when we put them in they seemed to work but also it was escalated to the Network team so not too sure which solved it - Definitely can’t recommend Tesco Mobile customer service 

Frugallife

Having this exact same issue and the level of incompetence from Tesco is mind-blowing. No replies to complaints. Chat - have to give your details and then they email a PIN before they will assign someone to talk to you. You do that, and the person assigned asks you to provide the same info, receive a text, give a PIN.
One SIM I ordered doesn't work at all.
One hasn't ported properly - it failed. They didn't tell me. No contact. I called asking why my phone wasn't working and they said, 'oh, it failed the transfer.' despite all the network settings looking correct. 
They said they would port it. They didn't.
I tried again and it partially worked - no-one can call me as the number is busy, texts work 50% of the time (in a singular chat with one person they send half of the time) and iMessage and Facetime do not work at all.
Tesco say they have done all they can.
Then they say they are transferring it to 'THE TEAM,' then no more contact aside from a promise that it will be resolved in 24 hours. It isn't. My 2 children can't get hold of me and nor can my elderly parents. 
I challenge anyone to find a more infuriating chat support. 12:45 - 15:00 one day and managed to get 1 SIM reordered. Similar the next day. Horrendous and just don't know what to do now as it seems impossible to actually speak to someone.

dnpark38

I agree completely, same with me and Tesco "on another  planet" non customer service people.  I just had to take a deep breath and have a new number.
Now changing my Broadband  full fibre to Sky and having great difficulty to get them to get very long standing number to my new Sky product and looking like they are going to give me a new number.  Sky CS again on another planet to us and just as bad as Tesco/O2.