We have transferred from TPG to Telstra.... BIG MISTAKE!!
They told us that transferring our old number to the new Telstra account wouldn't be a problem, "We do that all the time" he said. The salesman at the the shop did a check on his computer and categorically assured us that our number can be ported without issue, because we are not moving to a new address and in any case TPG and Telstra use the same exchange and DSLAM.
So we transferred to Telstra and instead of keeping our old number they issued a new number!
So, after hours on the phone with a Phillipino who we couldn't understand, we were told that our old number can't be ported from TPG because they are on different exchanges. The number we wanted ported from TPG was a VOIP number (6261xxxx) and according to an IT professional friend of ours, VOIP numbers can be ported to any telco provider.
We are fed up with Telstra and now going to Optus. By the way, Vodafone and Telstra are now joint together, so going to Vodafone means simply that you'll get the same crappy overseas call centers and the same bad support. Telstra salesmen are trained to tell you anything you want to hear, they lie, just to get your business. And they get way with it because people don't bother complaining.
Telstra.... you have lost yet another customer!
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Thanks for reaching out. Sorry to hear about your experience, this is not what we want for our customers at all.
If you are looking at raising a complaint, you can do so here. Once you've done that, a case manager will be assigned and in contact to investigate this further within 3-5 business days.
Please let me know how you go.
Yes, it was TPG and Vodafone that were trying to merge (and got blocked by the ACCC a couple of days ago).
And while it is true that in most cases a VOIP number can be transferred, if TPG allocated you a number that isn't from the same geographical region as the exchange (I'll assume New Norfolk as in Canberra 6261 numbers are mostly Aus Gov numbers), then the port would fail as Telstra needs to assign on that is associated with the exchange area.