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6 posts

Wannabe Geek


Topic # 127177 1-Aug-2013 15:50
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I thought it was easy to switch mobile providers and take your phone number with you but I have struck a brick wall.
My (0 term) 'on account' mobile was with TelstraClear (now Vodafone).
Our landline, cable TV & cable broadband are grouped together with (now) Vodafone. I went into 2degrees to get a sim card and sign up for a plan. Was told all is fine, just go to the website and follow the easy instructions to bring your number to 2degrees. Went home, followed instructions, all was well. Got a text from 2degrees this morning saying there is a problem with the information I gave so I phoned 2degrees to try and sort the problem out. I was told Vodafone are refusing to release my phone number to 2degrees and I needed to ring Vodafone to sort it out.

Long story short, I have made several phone calls to both Vodafone & 2degrees and been told several times by 2degrees that Vodafone are not releasing my number only to be told by Vodafone that there is nothing wrong with my phone number and all 2degrees need to do is the normal process they do when porting my number. Getting very peeved by being given the run-around, I finally got hold of someone who seemed to talk sense. He told me it was a really common problem and that it is due to my mobile number being attached to our other Vodafone services. All I needed to do was phone Vodafone and ask to have my phone number separated from our Vodafone account. The easiest way to do this is to switch it to prepay then contact 2degress to get the number ported. On phoning Vodafone to arrange this I was told it was not possible to get my mobile removed from our account and I would lose my phone number if I did this. I do not have a term plan or anything with Vodafone so that it not the reason... I am baffled as to what to do now. I have spent hours on the phone trying to sort this out but not made any headway. Any ideas out there as to my next step? In the meantime I hope my Vodafone sim continues to work!
Thanks in anticipation.
Karin

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  Reply # 870107 1-Aug-2013 16:20
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Hi Karin

You should only be dealing with GSP (gaining service provider) not (LSP) Losing service provider

If you port out a mobile number it does not matter if it's prepay or Postpay still just about the same process and very straight fwd

John

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  Reply # 870109 1-Aug-2013 16:21
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If the cell, landline, internet & TV are all part of a package price, then removing one of the parts of the package probably breaks the contract.

Do you need to first change the package you have with Vodafone to one that doesn't have a cellphone?

EDIT: Go with what Johnr says above - if anyone can help, it's him!

 
 
 
 




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Wannabe Geek


  Reply # 870118 1-Aug-2013 16:33
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Thanks for the help. We don't have a contract for any of our Vodafone services these days, everything is able to be dumped at this point.
The problem is that when I speak to 2degrees they say I have to contact Vodafone and get them to 'release' my mobile number.
Vodafone have confirmed to me each time I have spoken to them that nothing on our account is subject to any term contract.
Maybe I just have to strike the right person when I phone 2degrees and I have not managed to do that yet.
I will try again when I get home.

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  Reply # 870122 1-Aug-2013 16:39
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Even if the mobile number was on a contract it would still have to be released but then of course a fee would be charged for breaking the contract

I have sent you a DM here on Geekzone

BDFL - Memuneh
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  Reply # 870126 1-Aug-2013 16:40
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I have moved this discussion to the 2degrees forum. You should only talk to 2degrees. They should tell you exactly why things are not working. You should not contact your previous provider - and certainly not "release" or "close" an account.

If you close an account you lose your number, and you can't port it.





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  Reply # 870133 1-Aug-2013 16:43
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Are you sure the account number is correct, even though all services are on the same account with vodafone, maybe the mobile component has a separate account number, will 2degrees tell you what IPMS has given as the error code/message?



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Wannabe Geek


  Reply # 870340 1-Aug-2013 21:34
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Thanks freitasm, i will heed your advise and speak to 2degrees again. Interesting that 2degrees have it so wrong. Maybe I should stay put with Vodafone.



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Wannabe Geek


  Reply # 870341 1-Aug-2013 21:36
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Thanks kornflake, I will ask 2degrees.

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  Reply # 870705 2-Aug-2013 13:39
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let us know how it works out



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Wannabe Geek


  Reply # 870778 2-Aug-2013 14:49
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2degrees will not tell me the IPMS code and the lady hung up on me. This may have been in error on her part but feels a little frustrating on my part.
I think I will just stay with Vodafone and put this down as a learning experience. I do not understand why telecos have such terrible customer service.

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  Reply # 870782 2-Aug-2013 14:56
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flowaluva: 2degrees will not tell me the IPMS code and the lady hung up on me. This may have been in error on her part but feels a little frustrating on my part.
I think I will just stay with Vodafone and put this down as a learning experience. I do not understand why telecos have such terrible customer service.


Hah, good customer service there.




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  Reply # 870785 2-Aug-2013 15:01
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Hi, please can you PM me you number so I can look into this. If you can do it before 4pm we should have it sorted.
Thanks
^POB

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  Reply # 870791 2-Aug-2013 15:09
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Just to note, ex-Telstra Clear customers may now be receiving invoices with Vodafone branding.

These customers need to enter 'Telstra Clear' as their losing service provider (LSP) on the online port process in Your 2degrees.

Cheers
^POB



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Wannabe Geek


  Reply # 870835 2-Aug-2013 16:27
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I am pleased to say that thanks to freitasm I am now switched over to 2degrees. It appears that although everything TelsraClear is now Vodafone when you port your number you need to say it is with TelstraClear not Vodafone. Such a simple solution - I wonder why the 2degrees people did not pick up on it? Or the Vodafone people? Anyway thanks freitasm.

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