Vince_Floyd
Level 1: Cadet

My Telstra mobile was ported to Vodafone without my authorisation.

Hi,

Below is the response ive gotton from Vodafone in relation to having my Telstra Mobile phone ported to them without my authority. Ive been trying to get hold of this elusive port reversal form but no one in store or from a call centre can seem to find it? Hoping someone in here can help me. I worked for the big T for a number of years and this fraud experience is one im hoping to get rectified. It seems I just need to find the right person for the job.

Hi,

My mobile service has been ported out to Vodafone without my authority incurring me a $1600 ETC and will bar all my other services if I dont have it paid, which I should not have to do. I would like to know who I contact to get this reversed and to find out who the operator was who is processing fraudulant requests?
Please advise.
Regards,
Pfenicks

Hi @Pfenicks,


We can definitely help.

Illegal ports are something everyone in the mobile industry hates, it disrupts our customers service and is generally unpleasant for everyone.

Luckily there are guidelines in place to get you back up and running, but you'll need to talk to your original carrier.

If that was Telstra, they can assist you with a port reversal, that's what you should ask them for.

Sorry to hear someone took your number without your knowledge. The relevant teams here will look into things once the port is reversed to make sure everyone on our side followed policy correctly.

Thanks for the post, and maybe we'll see you again sometime by choice.

Tim

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DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: My Telstra mobile was ported to Vodafone without my authorisation.

There isn't a form so much as a process... As much as it sounds counter intuitive I would suggest calling the disconnection team... they are in my experience better trained and their aim is customer retention. Explain the situation and let them know that you need it reconnected... It is likely that the agent you get or one of their managers will have an idea about getting a port reversal done and the process for it.

They are based in Adelaide however so their hours are limited, last I saw they were only 9am-9pm on 132200 and say "disconnect"
Helpful Links

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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.

Takadiurga
Level 11: Detective

Re: My Telstra mobile was ported to Vodafone without my authorisation.

Hey Vince,

I'm currently looking through our databases now as to where the processes are lined out to have this reversed. This is a poor response from Vodaphone however. They should be looking into how a fradulent port was authorised by one of their reps. You should request to speak to that representative, or that representatives supervisor to receive an explanation.

In the mean-time, please check back here frequently until I find (what appears to be) quite a rare set of instructions. Or as other users have pointed out above, call the Saves Cell (Disconnections) Team and see what can be done. You will need to wait until opening hours tomorrow morning, however.

Regards,
Taka
Telstra Customer Advisor

____________________

I am a Telstra Employee but volunteer on this forum in my own spare time, my opinions are my own and don't necessarily represent Telstra's policies or values.
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: My Telstra mobile was ported to Vodafone without my authorisation.

My understanding is that is really is pretty rare Taka, in two years in saves I know only of it coming up once...
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Takadiurga
Level 11: Detective

Re: My Telstra mobile was ported to Vodafone without my authorisation.

Hey Vince,

@DrQ and I have just finished discussing this. Your best bet is going to be to call the Saves Cell (Disconnections) on the 13 22 00 number he mentioned before. As it doesn't seem we have any processes for this - at least easily accessible, to us.

You will need to explain the situation in full, however I suspect you may possibly need some information from Vodafone as well in relation to the issue. Update us with how it goes in the morning, mate.

Regards,
Taka
Telstra Customer Advisor
____________________

I am a Telstra Employee but volunteer on this forum in my own spare time, my opinions are my own and don't necessarily represent Telstra's policies or values.
Vince_Floyd
Level 1: Cadet

Re: My Telstra mobile was ported to Vodafone without my authorisation.

Hi,

Yes it is a rare case and a sensative one at that. Id imagine for a simple porting error that you would be able to say go to the winning service provider and have them sort it, but this could be fraud, in such event where its happening in your own back yard, id imagine Taking ownership of such an issue would just have to be handled delicately. It seems neither carrier at this stage wants to do that. From my viewpoint I would like this handled by my existing carrier as im still a Telstra customer with my other services. The process for me so far has been -> discover mobile number is not on bill -> call number to see if its disconnected -> call Mobile Identification Hotline who failed to identify me and just gave out who the carrier was ( ps there might be a problem there ) --> have a rant on Vodafone community support page -> ditto on Telstras site -> now. I can understand this sort of thing happenening, ie you have multiple ports, chowns ect open at once and the consultant transposes data or seibel is just being its wacky self. But if it is fraud shouldnt it be handled by a specialist due to severity? The first step for me would be to have someone identify and confirm the issue. So I will try your suggestion of calling saves and seeing how far I get, it will be interesting to see how well the operator can handle this processless issue in a process driven environment. Good luck to whomever gets me.
brisguy
Level 1: Cadet

Re: My Telstra mobile was ported to Vodafone without my authorisation.

I'm a new Telstra customer and have a 2 YEAR data PASS $140 to use as a back up data source.

 

Let me make this crystal clear - I haven't initiated a port to another carrier and never will port this mobile broadband anyway.

 

Disturbingly I received an sms from AUVodafone today - 

 

Hi, Your Port attempt has been rejected. Please contact Vodafone's MNP Team on 1300 130 741 (link) (free call from your Vodafone mobile) for assistance. From Vodafone 

 

Looks phishy but google seems to idicate it may be their standard text (it's their real number).

 

Advice appreciated

 

daphreynolds
Level 1: Cadet

Re: My Telstra mobile was ported to Vodafone without my authorisation.

I am making my own post but thought I'd be silly not to mention it in here also.
On the 1st of April this year I woke to find that my identity had been stolen! Nearly everything of mine was either taken, hacked, ported or deleted. INCLUDING my mobile phone from Telstra. I am so deeply saddened at the level of customer service and empathy that I have NOT received from Telstra on this matter. I now cannot use 2 step verification on any accounts and so now have lost emails, precious and important files, photos and documents including my ID's, loan documents, Centrelink data, credit report that I didn't even get a chance to see, my email accounts, my Facebook, at least $600 from my bank account, even scarily down to my Google search history and location history including the shops I frequent and the bloody damn routes i take to get to the shops.

Optus say the numbers disconnected when I try to call my (now) old number (prepaid). Which ive had for 5+ years. I've been with Telstra for almost my entire adult life (15+years) and found that I'm feeling lost and like they couldn't give a **bleep**e. I made a complaint 2 days ago and I got back a "sorry it's too bad, you did give consent, contact Optus instead" email back. No sympathy, no investigation, no communication (until I complained, even though I already had a complaint number from the first 24x7 live chat I had). The case worker basically said there's nothing you can do about it and that anyone can port a pre paid number without the account holders permission. Worrying to say the least. I'm now considering whether another service network provider might be a better option for me? At the very least I should not have had to pay for the new SIM card and recharge needed to contact Telstra to find out what the go was and to my family to let them know I'm not contactable at all.

Sorry this is so long, I just read it's very rare thing and that surprises me, as I know who did this to me now, she always bragged about being able to port numbers (consumer not an employee) so wonder how she does it and if anyone can stop her as I know of 2 others she has done this too since.

I'm just really dissatisfied with Telstra and the lack of support at this pressing time for me. Smiley Sad many tears have been spent. Horrible feeling I wouldn't wish upon anyone.
Regards,
Danielle E.

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