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Dean_E
Level 2: Rookie

Porting Issues?

First time poster here! I was just wondering if anyone can provide an update on the current porting issues and when they may be resolved? I've been waiting since Monday for my number to port from Optus and have just seen that the status of my order has changed from "In Progress" to "Delayed". No one seems to be able to give me a concrete answer on when I can expect this issue to be resolved.

 

I'm itching to get across to Telstra as my Optus coverage is shocking and I use my phone for work purposes. Not only that, but I've been informed that I can't get a new phone until my porting request has completed (the original order was SIM only) - which is frustrating as I'm having to use an old phone that goes from 100% to 0% battery in about 3 hours...

 

Any update or help would be appreciated. Smiley Happy

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138 REPLIES 138
DeepakS
Level 1: Cadet

Re: Porting Issues?

I am also facing the same issue. My prepaid number porting to Telstra was initiated on 28-Aug-2019, and still not activated. Bad part is that the old sim got released from the provider and I cant make calls or use internet. 

Waiting for 10 days now !, and no firm answer when it will be resolved and have to call multiple times, explain same issue again and again after waiting so long to get connected to the customer care ( though no care in this case Smiley Very Happy)

 

@telstraPlease help us with this issues.

Level 22: Superhuman

Re: Porting Issues?

This is not an issue which lends itself to a fixed date.

I'd be surprised if Telstra wasn't doing everything possible, knowing that this affects new connections.

Most issues rarely exceed 10 days, but don't read into that. No one knows, probably also the IT folk.

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".
Level 21: Augmented
Level 21: Augmented

Re: Porting Issues?

I'm putting my tin foil hat on and surmising allot of this porting issues has to do with eSIM integration:-)

Hot pineapple donut and a cuppa.... Mmmmmm
Michael-JT
Level 1: Cadet

Re: Porting Issues?

I am also in the same position. Got a new Note 10 on 28 Aug, Telstra disconnected my old Boost account and now, 2 weeks later......nothing. I cant receive calls or use data. 4 visits to a Telstra store, 2 online complaint forms, 1 complaint to the Ombudsman, 2 different 'complaint managers', 2 'escalations', 4 promised return calls (that didn't happen)' 6 unanswered emails to my 'complaint managers' and 2 weeks with a $1500 useless phone in my pocket and still waiting.  For those waiting on a new Note 10 you are the lucky ones, stay on your old network until this issue is resolved. Telstras customer service and complaints management is absolutely terrible. I get tech issues happen, but the communication is woeful.    

 

Michael-JT
Level 1: Cadet

Re: Porting Issues?

48 hrs? you are lucky. 2 weeks for me and waiting. Telstra customer service has been absolutely dreadful. Wishing you good luck in your upcoming frustrating journey. 

Support Team
Support Team

Re: Porting Issues?

Hi Michael-JT, Can I grab the last complaint reference # from you please and I can see what can be done in relation to these delays

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Ebonymom
Level 5: Eagle Eye

Re: Porting Issues?

@Michael-JT 

Thanks for reporting this issue on this forum... I am still waiting for my note 10 + and planning to use the new sim for my husband. So, this is applicable to all of customers who are trying to port their no.s from prepaid sim to Telstra contract, or plan, right?

 

I don't understand this as it only took a day when I ported my no. from Vodafone to Kogan. Now I am quite concerned as my husband will be using this no for business...

user who wants to help myself and others
Support Team
Support Team

Re: Porting Issues?

Hi Ebonymom, Can I ask if you have been advised as to what the delay has been exactly? At present some handsets are out of stock and orders have been placed on backorder. As soon as we receive new stock, we shall be doing all we can to fill orders asap. May I ask which handset you were waiting on exactly?

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Ebonymom
Level 5: Eagle Eye

Re: Porting Issues?

@MammaB 

Thank you for asking. I pre-ordered Note 10+ 5G 512GB in Aurora  colour on 9th August 2019. This has been all processed and approved but still in back order since 9th August till now.

 

user who wants to help myself and others
Support Team
Support Team

Re: Porting Issues?

I understand what you are saying and we are working to receive more stock of this specific handset. Our Mobile Team can assist with the status of any new stock and can be contacted via 13 2200 'Mobiles'

 

You will be notified when we are able to process your order to completion. You will receive an SMS with the delivery details and a consignment #

 

I am sorry for the delay and appreciate that this is very inconvenient for you and hubby. 

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Ebonymom
Level 5: Eagle Eye

Re: Porting Issues?

Just curious... what is the average time for porting no from prepaid to Telstra?

user who wants to help myself and others
Support Team
Support Team

Re: Porting Issues?

Was this already with Telstra or from another carrier to Telstra?

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Ebonymom
Level 5: Eagle Eye

Re: Porting Issues?

Another.  Currently with Kogan prepaid.

user who wants to help myself and others
Support Team
Support Team

Re: Porting Issues?

thank you Ebonymom, it can normally take approximately 24- 48 hours to complete however, I have just checked and it appears that we are currently working to resolve an issue which appears to be slowing orders from completing. As soon as this has been resolved, your order should complete quite quickly. 

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Ebonymom
Level 5: Eagle Eye

Re: Porting Issues?

Thanks for getting back to me, and I appreciate it to be honest about the system  issue that you are having. 

 

As to the order status, it is still in back order.

user who wants to help myself and others
Support Team
Support Team

Re: Porting Issues?

We are working to resolve this asap and as mentioned your order shall process asap. thank you for your patience in this matter. 

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drivatruk
Level 1: Cadet

Re: Porting Issues?

Ive only been waiting 13 days so i feel so bad for complaining.

Ive been told so many time is will be done within 24 hours

 

never is.

how about being pro active telstra and contacting people waiting to port and explaining the delay.

i get the feeling there is hundreds or thousands of people caught up in this delay.

ill going to put out some feelers on 3aw this week to see if there are many people affected by this.

i have had the $30 prepaid sim card fee returned so make sure u contact them if you have been delayed and get compensated.

 

Support Team
Support Team

Re: Porting Issues?

Hi drivatruk, I am so very sorry about this and can only imagine the inconvenience this is causing. I can assure you that we are working to resolve this issue and have all orders processed as quickly as possible. 

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Treetops1
Level 1: Cadet

Re: Porting Issues?

I have been waiting 7 days after being told it would take maybe an hour to port from Optus to Telstra. I don't have a working phone as they kept the sim card when they replaced it with the Telstra card. I spent hours trying to find out what's going on with Telstra support and looks like I am being told all the same non answers as people here. To be fair the support people have been very polite and friendly.  I agree with your suggestion, how about emailing people or sending a message to explain the delay and give an honest estimated time frame for turn around. In this day and age to think something as simple as this could take weeks is quite frightening when you think how much we all rely on being able to communicate. Living in the country I have to take my partners mobile phone when I drive anywhere.

Support Team
Support Team

Re: Porting Issues?

Hi @Treetops1,

 

I apologise for the poor experience you have had with porting your mobile number to Telstra. Has this been resolved for you since your post? 

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A12DO
Level 1: Cadet

Re: Porting Issues?

Hi, I am experiencing the same issues. 5 days and counting for the porting from Optus to Telstra. I have to contact customer service team to get update and always end up with 24 - 72 hours window! It is over 72 hours now and I don't know what else can be done!

Level 21: Augmented
Level 21: Augmented

Re: Porting Issues?

@A12DO Yes, I will certainly be bringing this issue up at this yeas AGM on the 15 October unless I see an improvement.

 

The issue has been going for far to long :-(

Hot pineapple donut and a cuppa.... Mmmmmm
Marcoooo
Level 1: Cadet

Re: Porting Issues?

My girl friend also same issue and they just told us call Telstra and every time wait   Over 40 min still no one pick phone. What happened with Telstra? We already wait two weeks!

jmcsb
Level 4: Private Eye

Re: Porting Issues?

Small consolation to hear that we are not the only ones in the situation.   We are also left with no service on a mobile that is the contact point for our business including for people in distress seeking help.   The mobile has been disconnected from the previous provider so there is no service.   We've had 4 escalations, 'guaranteed' return phone calls, I've been told that the issue is with the previous provider Aldi and that they have made a mistake in the porting process and there is nothing Telstra can do about it (Aldi were clear that it is a Telstra issue) and possibly what would be the most entertaining one - if this wasn't such a serious issue for us - is being told that it is not possible for staff in Australia to contact the porting section based in India - that their calls have also been unanswered for days and they do not know why.   However, after almost two hours on hold I was able to get through to the porting section in India so I doubt it was just that I got lucky when no Telstra staff member in Australia had been able to, and that this was another inaccurate statement on Telstra's behalf.   When I got through to the someone from 'porting' in India, they also told me that they would have the situation 'escalated' so that's my fifth 'escalation' the first being five days ago.   I did, yesterday, swap our home line and our internet from Telstra to other providers because 1. I remembered a past decision to never deal with Telstra again - mistakes can happen but their lack of response and the time taken the address and the broken 'guarantees' along the way are unacceptable and 2. in looking found much better deals with activ8me.   Interestingly, activ8me only gave the same internet speeds as our contract with Telstra provided only, once we were (effortlessly within a couple of hours) swapped over, our internet speeds improved a lot so we now wonder why the same speed with Telstra is so much slower than the same speed with activ8me.   I have found the TIO very helpful only we need the mobile connected and processing a complaint will take some time.   Also, apart from that people potentially in distress have lost their contact point, we are unable to receive business which equates to a lot of money after four business days.   Telstra had 'guaranteed' us that we would not be left without mobile contact for more than a very brief period of an hour or so, at the most, during the porting process.  

Support Team
Support Team

Re: Porting Issues?

Hey jmcsb,

 

I can appreciate your concerns with the porting issues you have experienced and apologise for any inconvenience this has caused you and your business. I would recommend having this raised as an official complaint so that we can have a specialised case manager assigned for this to be investigated and resolved further. This can be completed via our secure form at 

 

https://tel.st/uhba8

 

If you were to come back here and confirm the SR reference number provided once this form has been completed then we will be able to request this be assigned asap to a case manager through our contact within the Complaints team. 

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jmcsb
Level 4: Private Eye

Re: Porting Issues?

I was told yesterday by a seemingly helpful employee from Telstra that I could not be given an approximate time for the porting to Telstra to be completed because they could not contact the porting group in India so they 1. did not know what the problem was and 2. could not speak with someone themselves to get an estimate.   She said that all she could do was spend three minutes on hold with India herself after which time, she could transfer my call to them and I could wait on hold, only nobody from Telstra had been able to get through and they were all still trying.   When I got through after nearly two hours on hold, I wondered whether 1. I am the only person who has been able to get through to porting and got through when no Telstra staff have been able to or 2. whether perhaps the person who eventually answered and said he was from porting was misleading me.   It is not only the logistical difficulties and their implications but also that I never know when I'm being told the truth or being fobbed off.

Support Team
Support Team

Re: Porting Issues?

Not an ideal situation for sure and I can only apologise that we haven't been able to have this resolved for you on that contact. We haven't been advised of any known issues and having this raised with the Complaints team will allow us to have this investigated fully to ensure every avenue is sourced to have this resolved asap. 

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jmcsb
Level 4: Private Eye

Re: Porting Issues?

I have just lodged the complaint - SR 1-2206582370476

Thank you for your advice 

jmcsb
Level 4: Private Eye

Re: Porting Issues?

I have dates and times of contacts with Telstra including staff member names, including the name of the very polite staff member who told me that contact had been lost with the porting team in India so nobody had any idea what the problem was, when it might be resolved, or what was happening but that there was only one number for the porting team and Telstra staff were continuing to try to get through.

Foolishly I believed her at the time - she appeared very polite and helpful.

Also, I imagine you have recordings of all the conversations that can be tracked down with dates and times.

Till1
Level 4: Private Eye

Re: Porting Issues?

Has anyone’s issues actually been resolved?! I’m going on 11 days now and my current provider amaysim ran out of credit yesterday with no way to recharge because my numbers gone from there but stuck in cyberspace not at Telstra yet. I’m so over it, every chat and phone call I have tell me it’s been escalated it’ll be done in 24 hours yet it’s not. How on earth am I meant to contact the families I work for!? As a nanny who needs constant contact with the parents this is unacceptable. I absolutely hate Telstra I wish I didn’t have to use their network it’s only because they have the best coverage where I live. Get this sorted Telstra! Bring the jobs and the porting service back to Australia where it can actually be processed instead of India! I have a number that connected me to the Indian team they were useless!!! 

jmcsb
Level 4: Private Eye

Re: Porting Issues?

If you look back at these messages, DingoDan from Telstra gave me a link to make a complaint 

https://tel.st/uhba8

 

I'm not confident that I'm going to get help but lodged a complaint thinking it's worth a try.

Very hard to understand why nobody can give a straight answer or do something to fix the problem considering it sounds like some people wait weeks.   I'm not sure what shape our business will be in if we are a week or two without work coming in as four days is hard enough.

 

Support Team
Support Team

Re: Porting Issues?

jmcsb when you lodged the complaint, were you offered a ref # beginning with SR 1-2xxxxxxxxxxxx and we can have this escalated on your behalf? 

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chiefbodge
Level 2: Rookie

Re: Porting Issues?

My wife has been waiting since sunday for her port from Vodafone to Boost. Absolutely ludicrous that Telstra has a major issue for 3 weeks and are still letting people activate/port without so much as a warning. Would've NEVER moved her to boost if I had've known this in advance.

 

Boost support refuses to even cancel the port with certainty so now we're in limbo with no idea how long it's going to take and no calls/data on Vodafone.

 

Telstra: My view of you is quickly dimming and I'm considering pulling other services I have with you.

Till1
Level 4: Private Eye

Re: Porting Issues?

Awesome thank you, I looked through these and I made a complaint also. It’s extremely slack that they say 4-24 hours to complete and it takes weeks it’s disgraceful. I hope your business doesn’t suffer to much. I’m over them simply escalating it, nothing has been resolved with being escalated. 

Till1
Level 4: Private Eye

Re: Porting Issues?

I’ve been provided so many of these reference numbers from the amount of times it’s been escalated and still it’s almost 2 weeks... escalating does nothing. Fix this telstra. 

Till1
Level 4: Private Eye

Re: Porting Issues?

Completely agree!! Where was our warning! It’s ridiculous, I can’t stand the fact that telstra has the best reception where I live, I would never port over if I didn’t have too. Good luck! I hope they fix these issues ASAP! 

jmcsb
Level 4: Private Eye

Re: Porting Issues?

SR 1-2206582370476

 

Thank you

jmcsb
Level 4: Private Eye

Re: Porting Issues?

I also would never have proceeded with this if I'd had any idea of the problems that were being experienced.

 

One Telstra employee told me by phone that it is currently a very big problem and that they don't know what is happening or what to do about it.   She said that I was the tenth person for her day reporting the same problem.   This conversation was yesterday.

asian23
Level 2: Rookie

Re: Porting Issues?

I'd like to add my complaint too : SR 1-2206803161072

Support Team
Support Team

Re: Porting Issues?

Thanks for contacting us regarding adding to your complaint number SR 1-2206803161072 placed today.

 

You will be contacted by a case manager who will be able to add to the complaint for you. 

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Till1
Level 4: Private Eye

Re: Porting Issues?

Add mine also please 1-2197560580709 I just got off the phone after 1.5 hours to someone who was actually honest. They have no idea when it will be resolved but it doesn’t look like it’ll be anytime soon. 

portobello83
Level 1: Cadet

Re: Porting Issues?

SR 1-2207150662990

Please add this too to the complaints list. This is the complaint ID for my wife that has the same porting in problem.

 

We requested the porting service from Optus to Telstra since 31 August 2019. It has been almost 1 month since then.
We have been on the phone a few times with different representatives informing us that they are having porting in issues that have not been resolved to this day.
They have mentioned that they have been raising escalations to the IT team every time we call them.

The last person that we were on the phone with mentioned that they are able to compensate for all the troubles that we have experienced.

I have the conversation record in an email which I can share if required.

Support Team
Support Team

Re: Porting Issues?

Is the number you sent a complaint number or an order number?

 

Our team are working to resolve the issue affecting the orders.

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Support Team
Support Team

Re: Porting Issues?

I am sorry that there is an issue porting your service.

 

The complaint number SR 1-2207150662990 you sent me will be assigned to a case manager who will contact you as per the complaint handling process and time frame.

 

 

 

 

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jmcsb
Level 4: Private Eye

Re: Porting Issues?

Is there any indication of how long it's going to take for this to be resolved?   I'm extremely concerned about 1. the impact on our business but also 2. this number is used as the contact number for a number of people who have serious emotional suffering, in the event of a crisis and/or becoming actively suicidal.   With hindsight, not a good idea to rely on people being able to access help by a mobile number but it has always worked in the past.   I've brought this up with a few Telstra employees (I think we've had something like 8 telephone conversations over the last five days) but they all say nothing can be done - the number can't be restored with the previous provider and they can't have calls to the number forwarded until the number successfully ports.  

jmcsb
Level 4: Private Eye

Re: Porting Issues?

And again, I think very concerning that Telstra have known about this issue for some time and not warned us or given people options but just let us go through with an activation process that leaves us in limbo.   I was assured that the changeover time between providers would only be a couple of hours maximum.

jmcsb
Level 4: Private Eye

Re: Porting Issues?

Plus further, I've asked one new staff member to delay starting with unpaid leave.   He's understanding but not a good situation.   Another is going to have to take reduced hours as we have no calls coming in.   However, it's the concern for people who have come to depend on being able to call and some of whom won't necessarily have the capacity to find another way of making contact or seek help elsewhere.   I'm also concerned at the lack of consensus between Telstra staff with even staff on this forum being unaware of a problem when other staff are saying it is a very big problem.   Doesn't give much confidence in Telstra or their own communication capacity.

Till1
Level 4: Private Eye

Re: Porting Issues?

I’ve been provided with several different numbers it’s so hard to keep track! 

Till1
Level 4: Private Eye

Re: Porting Issues?

Imagine how quickly these issues would be resolved if it was on A current affair and a law suit was started... 

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