Transferred My Number from Virgin to Optus, Optus Has Put My Number in Limbo, Can't Use Phone, What Remedy Can I Get?

JohnnyB.Cheap on 08/12/2017 - 16:43
Last edited 08/12/2017 - 17:39 by 1 other user

Hi all,

I tried to get into the $30 15GB mobile plan that was going around. I didn't complete the option to port my number in the online form. Upon realising this I contacted support to cancel my order but they said I can port my number with the SIM they are sending me. See chat below.

29th of November
Auto-Generated Message (11:27:23 Australia/Melbourne) : CONTEXT: Call_me_back_Mobile_BYOTRIPLESIM_40
Auto-Generated Message (11:27:24 Australia/Melbourne) : Hi, this is Oliver D, your Optus Sales Consultant, how can I help?..
…
Albert (11:32:22 Australia/Melbourne) : Okay, nothing to worry, just call on 1300300562 Mon - Fri: 8:00am - 7.00pm, they will do a verbal recording and the number >changed on the same SIM
Albert (11:32:30 Australia/Melbourne) : I mean same order
Visitor (11:32:38 Australia/Melbourne) : sorry?
Visitor (11:32:49 Australia/Melbourne) : Can you explain that again
Albert (11:33:16 Australia/Melbourne) : Sure,
Visitor (11:33:18 Australia/Melbourne) : I can change the number at a later date? Is that what you are saying?
Albert (11:34:45 Australia/Melbourne) : No, instead of cancelling the order you can call the above number, and they will change the number to your Virigin number
Visitor (11:35:36 Australia/Melbourne) : It's that simple? I don't need a new sim?
Albert (11:36:07 Australia/Melbourne) : Yes, it just that Simple, no new SIM required

Delivered late, I took my SIM and went to the optus shop near my work. They told me the above was impossible. I had to get a new contract. They couldn't get me they $30 price, screwing me out of $10 a month and half the reason I switched! Porting was done, told to wait 15mins to 4hours. about 4 hours later I got online with a chat support and was told there was a glitch and it will be another 15 mins to 4 hours. Next day my phone still wasn't working. I went back to Optus. They assured me that it would this time. It didn't. Contacted tech support

Auto-Generated Message (09:36:54 Australia/Melbourne) : Context:NI_Disconnected
Auto notification - "Hi, this is Radley from Mobile Technical team, welcome to Optus LiveChat. How can I help you today?" sent to the customer.
Visitor (09:37:02 Australia/Melbourne) : Hey
Radley (09:37:07 Australia/Melbourne) : Hello
Visitor (09:37:41 Australia/Melbourne) : I'm still trying to port my number for VIrgin. On my Virgin account it shows the number has moved by I can't use my optus SIM
Visitor (09:38:19 Australia/Melbourne) : I don't have the ability to make or receive calls/sms/mms
Radley (09:38:21 Australia/Melbourne) : let me check that for you
Visitor (09:38:24 Australia/Melbourne) : I don't have mobile data
Visitor (09:38:41 Australia/Melbourne) : My phone otherwise is functioning normally
Radley (09:39:32 Australia/Melbourne) : So you are facing only mobile data issue ?
Visitor (09:40:10 Australia/Melbourne) : "I don't have the ability to make or receive calls/sms/mms"
Radley (09:40:32 Australia/Melbourne) : okay
ask for detail window
Radley (09:43:46 Australia/Melbourne) : Thank you for the details
Radley (09:46:16 Australia/Melbourne) : Looks like your service is still not activated, no worries, let me transfer you to right team for activation
Visitor (09:46:24 Australia/Melbourne) : cheers
Info (09:47:03 Australia/Melbourne) : Radley has transferred this interaction.
Info (09:47:16 Australia/Melbourne) : The interaction has been transferred to Avery
Avery (09:48:53 Australia/Melbourne) : Hi there! I’m just reading the previous chat and will be with you in a minute.
Avery (09:51:02 Australia/Melbourne) : I see that you want are referring to port the number which was done at store.
Avery (09:51:36 Australia/Melbourne) : Is the Virgin Service disconnected already or still active?
Visitor (09:51:44 Australia/Melbourne) : Sorry, i can't understand that first sentence
Visitor (09:51:55 Australia/Melbourne) : I see that you want are referring???
Avery (09:52:04 Australia/Melbourne) : You are
Avery (09:52:12 Australia/Melbourne) : Sorry for the extra word there
Avery (09:52:24 Australia/Melbourne) : Now could you help me with the answer?
Avery (09:52:33 Australia/Melbourne) : Is the Virgin Service disconnected already or still active?
Visitor (09:52:48 Australia/Melbourne) : On my virgin account, I doesn't show a number
Visitor (09:52:57 Australia/Melbourne) : which it did when I had a number with virgin
Visitor (09:53:25 Australia/Melbourne) : I can put back in my virgin sim and see if it works
Avery (09:53:41 Australia/Melbourne) : Please check the service and confirm me the right status of the Virgin service currently
Avery (09:53:47 Australia/Melbourne) : Okay thank you
Visitor (09:54:00 Australia/Melbourne) : give me a minute to get a paperclip and restart my phone
Avery (09:54:15 Australia/Melbourne) : Sure no worries
Visitor (09:57:59 Australia/Melbourne) : no my virgin sim does not work anymore
Visitor (09:58:10 Australia/Melbourne) : so i guess that's some sort of progress
Avery (09:58:18 Australia/Melbourne) : Thank you for confirming that
Visitor (09:58:23 Australia/Melbourne) : the issue is 100% on optus' end
Avery (09:58:45 Australia/Melbourne) : No the port works that way
Avery (09:58:56 Australia/Melbourne) : The store initiated the port yesterday
Avery (09:59:21 Australia/Melbourne) : After that the port was approved and now we have to complete it.
Avery (09:59:29 Australia/Melbourne) : This is not the issue
Avery (09:59:35 Australia/Melbourne) : It is the process
Avery (09:59:49 Australia/Melbourne) : Please bear with me while I complete the port for you
Visitor (10:00:28 Australia/Melbourne) : Just to confirm the SIM number is XXXXXXXXXXXX
Avery (10:00:35 Australia/Melbourne) : Thank ypu
Avery (10:00:36 Australia/Melbourne) : you*
Avery (10:02:45 Australia/Melbourne) : Thank you for waiting
Avery (10:03:23 Australia/Melbourne) : I have completed the port for you and the service will go active after 1- 2 hours.

After another long exchange I was promised it would work at 12pm on the 6th.

I went in to the optus shop at midday(6th) and they said there's a problem and it will be fixed in 24 hours. I went to the optus shop again on the (7th). Still stuck nothing they can do wait ANOTHER 24-48 BUSINESS HOURS. I demanded the support ticket number. They didn't have it. I made them call someone who did. I got my support ticket number but still nearing the close of business on the 8th of December I still don't have my fcking number.

What can I do? I want to cancel my contract and go literally anywhere else at this point.

Mobile

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Comments

  • dcep on 08/12/2017 - 16:49

    i think optus mvno to optus takes 5 days max.

  • [Deactivated] on 08/12/2017 - 16:58
    +4

    never transfer from one provider on the Optus network to another. despite many years Optus don't care about their customer so have never sorted this process out properly. you're basically stuffed at this point. call their complaints department and tell them you're about to raise a TIO complaint. that may help.

    to be fair, the moment they mentioned they couldn't provide you the price you'd agreed to, you should have jumped ship anyway

  • DaveD on 08/12/2017 - 18:25
    +1

    Avoid porting number to optus, my friend was moving from Vodafone to optus he got so pissed off with them ( for porting) he went back to Vodafone, glad he told me that story …i am with voda and moving to Telstra soon avoiding optus

  • Some Human on 08/12/2017 - 22:03
    +3

    Optus has been doing this a lot lately. And their customer service on the matter is abysmal.

  • airzone on 08/12/2017 - 22:10
    +2

    Optus is notorious for slow ports within their network partners.

    You're better off to port onto a Telstra / Voda prepaid sim for a day, and then port back.

    • ronnknee on 09/12/2017 - 12:13

      I ported from Kogan to Optus in 10 minutes on Thursday morning. It's just that OP is trying to port between providers on the same network which complicates things ironically.

  • jjjaar on 09/12/2017 - 09:19

    I'd just start demanding two free months as compensation for the hassle. And also say you've gotten a temp prepaid they should pay for.

    Try complaining on social media too.

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