Having Problem in Porting from Coles Mobile to Belong

TsoiHcOzBar on 22/11/2021 - 14:46

I tried to activate a Belong SIM last Wednesday and transfer my Coles Mobile number to it. Shortly after the online activation was done, I got an email from Belong stating "We couldn't transfer your number". The email suggested that my personal details might not match my data on Coles Mobile. Later that day, I tried 2 more times to complete the activation but then got the same emails. The next day, I called Coles Mobile and confirmed that my personal details on their system are all correct.

I also contacted Belong to request their support to fix the problem. The customer service asked some questions and I went through the online activation with her on the phone. Eventually the porting was still failed. She then forwarded my case to their next-level support and no one from that group has contacted me since. I emailed the original customer service lady twice to ask about the progress and she just said that the case is being processed and asked for patience.

So my question is anybody out there had similar problem and how to fix it? Thanks.

Mobile

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Belong
Belong

Comments

  • USER DC on 22/11/2021 - 15:06
    +1

    Ultimately its minor mistake on your profile that need to be corrected or typed correctly

    like

    St vs Street
    capital i vs small L
    date of birth wrong e.g. 01 instead of 10
    or something along those lines

  • deme on 22/11/2021 - 15:07
    +2

    got an email from Belong stating "We couldn't transfer your number". The email suggested that my personal details might not match my data on Coles Mobile.

    • Can you paste the email (minus personal info)
    • Did you get a code from Belong via sms about your transfer?
  • huntress_love on 22/11/2021 - 15:14
    +2

    Should just be a birthday mismatch. Have you checked with Coles Mobile?

    If all is correct I'll lodge a TIO as one blame the other and vs verse. Happened to me once, as the previous one had something outstanding on the profile in the system, which unless someone investigate, the usual porting team won't know. Also unless you make a formal complaint no body would care to check further…

    • AndyC1 on 22/11/2021 - 15:22
      +3

      First thing the TIO should ask is have you made a complaint to Belong. This is the first thing you should do and make sure it's a formal complaint and get a reference number for the complaint otherwise it will just be filed as customer data.

  • weezlebub on 22/11/2021 - 15:25
    +3

    probably how they've spelt your name in the system, unless it's exact, it won't port … maybe try asking coles if they can get a print out of your details, but they won't give it to you because that breaches your privacy :\

  • Neoika on 22/11/2021 - 17:27
    +1

    Had two port-out problems with Amaysim recently. Most likely Optus' problem.

    • TsoiHcOzBar on 22/11/2021 - 21:35

      Did they fix the problem and how long did it take? Thanks.

      • Neoika on 22/11/2021 - 21:41

        Quote from Woolworths Mobile email,
        "Unfortunately, we’ve been unable to transfer your mobile number 614XXXXXXX for the following reason Account/Reference Number or Date of Birth not held."

        As a customer, you wont be able to reach porting team and have to wait for a few days after filing a report to CS support.

  • TsoiHcOzBar on 22/11/2021 - 21:37

    Thanks all for the helpful info. It looks like quick fix unilkely.

  • TsoiHcOzBar on 23/11/2021 - 16:55
    +2

    The Belong team has fixed the problem today and now my Belong SIM is active. For the record, it takes 3 working days for them to fix it.

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