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andrewm69
Level 2: Rookie

Problem Since Porting

Answered
hi I ported across from Lebara mobile on the 10th of October and ever since then there a landline numbers that cannot get through to me and get an error message saying "the number you have called is not connected please check the number and try again". I can make outbound calls to landlines and mobile no issue there. I've spoken to Telstra on the phone numerous times, via chat as well and they seem to think everything's in order but clearly there isn't. I did a sim replacement and I still have the same problem. I swapped the SIM out into another phone, same problem. Telstra say they have escalated the issue but it seems as though it's just dragging out and I have some important landline numbers that cannot get through to me when I'm in the office. Clearly there is a problem with the port because prior to the port everything was fine, no issue. I've been given a case ID from Telstra and they said they would ring me in 2 to 3 days time which was like 5 days ago. hi Reddit post quite a few years ago with people having a very similar issue and they had it fixed on through a crowd support tech.
1 ACCEPTED SOLUTION

Accepted Solutions
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Problem Since Porting

You are porting to Telstra, so start there. They can put in a request to Lebara to check that they have completed the porting correctly.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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15 REPLIES 15
Level 22: Superhuman

Re: Problem Since Porting

As this has gone on unresolved for some time.... I believe in the light of your complaint that you should again contact mobile technical support, not customer service...and insist on speaking with a supervisor in technical support. I wouldnt be waiting for return phone calls anymore. There is a porting section separate in Melbourne that all 3 networks staff work side by side and obviously one of the ticks in a box is missing. I think you have very good reason to be insistant.....but very politely but very firmly.
Maybe one of the moderators here may be able to offer internal assistsnce....but no one here has account or activation access.
Porting is largely done at arms length from day to day customer assistance
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".
andrewm69
Level 2: Rookie

Re: Problem Since Porting

Thanks Professor I didn't know there was a tech support team. Where would I find that number please?
Level 22: Superhuman

Re: Problem Since Porting

You ring 132200 and say Technical Support Mobile.
Best wishes
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".
andrewm69
Level 2: Rookie

Re: Problem Since Porting

Did all that this Arvo. Everything seems in order with your account they reckon. I told them to ring the other provider Lebara / Vodafone that I ported from. We'll call you back when we have an update. Do I go TIO? I don't have an issue that I initially had a problem. But at least try and fix it by using all the resources at your disposal.
Level 25: The Singularity
Level 25: The Singularity

Re: Problem Since Porting

Are the people who can't get through to you with a carrier other than Telstra?

It sounds like Lebara/Vodafone haven't completed the porting from their end properly. They need to update the routing in their database to tell incoming calls to route to Telstra instead (phone number routing isn't as straight forward as most people assume).
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
andrewm69
Level 2: Rookie

Re: Problem Since Porting

Yes, TPG. I can get an OPTUS person to try tomorrow. Telstra won't get through either but strangely we are on Skype for Business at work and I seem to get those calls coming through...
Level 22: Superhuman

Re: Problem Since Porting

With respect....The porting is actually done by the porting office in the Rialto where all networks jointly have staff working side cooperatively... quite separately to regular network staff based elsewhere
The MVNOs eg Lebara...have next to no real network access let alone the depth of technology causing the OPs isssue. The MVNOs are connected to their mother networks well down the line....not at high level porting level.

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 25: The Singularity
Level 25: The Singularity

Re: Problem Since Porting

Phone numbers are allocated to a carrier when they are officially issued. When you make a phone call, your carrier checks first to see if that number is part of their network. If not, they check the network of the carrier that the number was originally issued. If there original carrier has not put a redirect record in their number database, then the call will fail.

It doesn't matter where the staff who do the porting is, or if they are colocated, or if they are doing it on behalf of an MVNO. If they don't do it properly, it causes the system to fail.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
andrewm69
Level 2: Rookie

Re: Problem Since Porting

So who should I be chasing down the road, Telstra or Lebara?
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Problem Since Porting

You are porting to Telstra, so start there. They can put in a request to Lebara to check that they have completed the porting correctly.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
andrewm69
Level 2: Rookie

Re: Problem Since Porting

No disrespect Jupiter but it's now getting on to day 13 and still no resolution. The constant promises of we'll call you back never happen. Do Telstra employees hang around these forums or was that a thing of the past.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Problem Since Porting

There is staff who monitor the forums but they generally aren't able to assist with account issues.
Have you tried to lodge an official complaint? https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p...

It really should be a quick process for them to submit it to get it fixed, and generally, it should be fixed within about 24 hours once it has been identified. Given that it isn't fixed, something isn't happening the way it should so the complaint team would be your best bet.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Level 22: Superhuman

Re: Problem Since Porting

Telstra actual network staff don't assist here. Some of the Platinum techos do, but they're not network systems and customer focussed on devices...not network. ... but some are clued up with connections to contact.
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".
Support Team
Support Team

Re: Problem Since Porting

Hi @andrewm69 There is some great information provided to assist in this thread Smiley Happy 

 

I would recommend speaking to the Mobile Number Portability team on the same 13 22 00 number who specialise in porting, it's possible the request hasn't completed and they'd be the best team to look into this for you. If you have done this already and we've been unable to resolve it, then I agree with DrQ and recommend submitting a complaint for a further level of support. I apologise for the troubles, I'm sure we'll have a solution for you very soon!

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andrewm69
Level 2: Rookie

Re: Problem Since Porting

Complaint lodged

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