Issues porting from Mate Telco

Ltimesoldroman on 15/09/2023 - 09:25

Surely mate aren't blocking port out requests??? I am after some advice.

I signed up to mate last month and have been trying to port out all week.

First I tried porting out to Lebara - I did not receive the sms with the code you're meant to put in to initiate. Had been in contact with Lebara a few hours afterwards, and then 2 days afterwards. Apparently from their end they were sending the text.

I got Lebara to cancel the process and have signed up with Amaysim. Same thing - I haven't yet received the text to initiate (although it's only been 30 min so far, but in the past this has happened almost instantly)

It's worth noting that Lebara told me what number to expect that text from, I checked with mate and they told me it wasn't being blocked. I've also double checked that there is nothing on my phone's block list - and that I am receiving other texts. Amaysim have sent me a text to confirm 2fa so can confirm their texts are coming thru (but it's not from a number, just amaysim)

There is another post on this issue, but the poster updated to say that number was being blocked on their phone (https://www.ozbargain.com.au/node/775614)

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Comments

  • 87percent on 15/09/2023 - 09:45
    +1

    interesting that 2 carriers, both using different networks, has issues

    • timesoldroman on 15/09/2023 - 12:39

      right? super weird. regular 2FA smses come through fine - so very odd that these specific texts aren't coming through.

  • F1ProjectOne on 15/09/2023 - 09:50
    +1

    I did port out from mate recently and it was a big struggle, no issue receiving the sms but it took them 10-14 days to complete the transfer.

  • vodamerc on 15/09/2023 - 09:58
    +1

    I recently ported out from mate and screwed up by telling boost that it was prepaid. Mate is in fact postpaid. Make sure you don't make the same mistake.

    • timesoldroman on 15/09/2023 - 12:26

      i thought they were prepaid too! i don't know how it is so easy to get confused - maybe the fact that they don't credit check makes us think it's prepaid?
      made sure to hit postpaid on amaysim port-out. no luck yet.

    • keyursarvaiya77 on 23/10/2023 - 16:01

      Then how much time did it take eventually for you to port to boost? I recently did the same mistake 6 days ago and the porting still not done. Boost escalated to IT team and I'm just waiting for them to come back and fix it.
      What happened later how did you get this working at last?

      • vodamerc on 23/10/2023 - 17:05

        Resubmitted the port and it was done with 20 mins

  • 87percent on 15/09/2023 - 11:06
    +1

    When you receive the code to port, are you on wifi?

    • timesoldroman on 15/09/2023 - 12:27

      i haven't been receiving the code to port. but when i was requesting it i was on wifi each time. just turned off wifi, but no luck yet.

  • timesoldroman on 15/09/2023 - 12:30

    update:
    called mate, they couldn't see any blocks or issues from their end.
    CS rep was nice - she talked me through resetting network settings on my iphone to see if that would help - no luck.

    the next guy i spoke to has sent me an email to start an escalation request. i'll provide some info to them including the numbers that aren't able to call me + text me. this will then be escalated to telstra techs to look in to over the next few days. it doesn't sound like they had access to view the backend (i asked if they could see if a text had come through so that we could identify if the issue is between them getting the text and forwarding to my number) but that wasn't possible.

    i'll keep this updated. fingers crossed 🤞

  • timesoldroman on 06/10/2023 - 15:20

    UPDATE: RESOLVED

    After escalation, techs fixed it in about a week.

    So I hadn't posted this update but I figured out it was actually Vodafone numbers that were not connecting to my phone (incl. any voda resellers) phone or sms. But somehow this included the transfer texts… weird

    I was previously on Felix (voda) so maybe something messed up with the port. Anyway glad it's finally fixed!

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