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Optus has given my telstra mobile number to someone else

Answered

I have had the same mobile number for 9 years.

My problems started yesterday afternoon.

My husband tried to text me several times yesterday and when he got home asked if something was wrong with my phone? The reply to his txt had been "sorry you must have the wrong number I just got this new phone today". My brother called me on our house phone last night as the same thing had happened to him when he text me.

My hubby sent a text to my number again explaining to the personthat I'd had the number for 9 years and we didn't know what was going on. They said they were from the Chzec republic and in Sydney at the Optus shop yesterday had gotten a new phone.

So I rang Telstra first thing this morning about it. It was the first time they had ever heard of it happening and were going to ring Optus about it and call me back (I forgot to get a reference number didn't I!) They never called me back.

Meanwhile at lunchtime my mum calls our house phone to say she's been trying to ring my mobile (to give me news about my dying grandmother in hospital) and a foreign sounding person answered and said she must have the wrong number. So she rang again and said same thing happened.

 

So now I ring Telstra again. There's no record of my morning call, of course (too hard basket). The next lady says she has never heard of this before either an will check with managers. She is much nicer than the first lady by the way.

However, basically she says it is nothing to do with their network and that Telstra says my solutions are I can change my number or I need to nicely ask that person if they can change their number!!!! No way, I've had this for 9 years. So I'm getting a bit upset so she says she will ring Optus and get back to me and I should ring optus too. (I did get a reference number this time).

 

I ring optus and get bounced around and then told to call back as that department is not available at the moment (don't know what department that is anyway, as this seems to be such a 'surprise' to everyone, they don't know how to deal with it).

 

Is this even allowed to happen????

I was with Amaysim (through Optus) for about 6 years, then 3 years ago ported my number over to Telstra.

I feel like my privacy has been breached in a major way.

 

Where can I take this further? I am EXTREMELY frustrated and am not going to change my number.

1 ACCEPTED SOLUTION

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Level 2: Rookie
Accepted Solution

Re: Optus has given my telstra mobile number to someone else

Hi Matt, someone else from Telstra customer support rang me about half hour ago to see how I was going and to let me know they're still working on a solution with Optus and that my case is still open. I'm guessing this is not the case though and it's fixed because I've just started receiving texts from ppl again, especially my husband, which is great news, thanks for your help!

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Telstra (Retired)
Telstra (Retired)

Re: Optus has given my telstra mobile number to someone else

@EAME

 

This is a common porting problem that is investigated and reported by our (Telstra) mobile tech team on 125111.

If you've spoken to this team can I get the reference number from you so I can follow this up for you.

 

- Matt

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 2: Rookie

Re: Optus has given my telstra mobile number to someone else

Thanks Matt. I don't know that I've spoken to that team on that number, but I have spoken to Telstra several times and my reference number was INT-1-1321722482052. Today they told me the person on my case is still investigating it.
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Telstra (Retired)
Telstra (Retired)

Re: Optus has given my telstra mobile number to someone else

@EAME

 

Thanks for the reference number, this is very helpful.

 

I'll pass some details to our team that look after issues like this and update you once I have a response.

Please let me know if you don't hear back in a few days.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 2: Rookie
Accepted Solution

Re: Optus has given my telstra mobile number to someone else

Hi Matt, someone else from Telstra customer support rang me about half hour ago to see how I was going and to let me know they're still working on a solution with Optus and that my case is still open. I'm guessing this is not the case though and it's fixed because I've just started receiving texts from ppl again, especially my husband, which is great news, thanks for your help!

View solution in original post

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