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Level 4: Private Eye

Re: Porting Issues?

Interesting that you say that.   My partner is a writer who freelances with a major newspaper and is putting together an article - not just about the SIM issue but about the way that Telstra has handled it including continuing to let people attempt to change providers knowing that their is a big problem and people are being left in limbo.   It is hard to believe that paid Telstra employees tell us things such as that they have lost contact with the porting section in India and can't contact them to find out what is happening despite having employees sitting on the phone trying to get through to India.   

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Level 4: Private Eye

Re: Porting Issues?

That excellent, let me know once it’s published, share the link here I’d love to read and share it on my social media’s. I have also just been informed about another website and I’ve lodged a complaint here against telstra. No news as I’ve only just completed it but thought I’d share might be worth a shot. https://www.tio.com.au/ the public need to be made aware of this situation. 

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Level 2: Rookie

Re: Porting Issues?

Thanks @MammaB 

 

i am experiencing same porting delays as well. Submitted my order on 23-09-19, to port from Virgin Mobile to Telstra. I am still waiting. 

created a complain: reference number 

SR 1-2207618341730
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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

I'm sorry to hear that @dx01, have you spoken to our Mobile Porting team on 1800 631 334 about that? They are the experts on these issues and are available during porting hours (8 am - 9 pm Monday to Friday and 10 am - 8 pm Saturday, AEST).

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Level 2: Rookie

Re: Porting Issues?

Is this the only way we'll get our number ported? If you don't call this number and wait 2hrs on hold will we just be forgotten for weeks?

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Level 2: Rookie

Re: Porting Issues?

Thanks @thedylan 

 

yes I have spoken to them. They said I should receive a sms to my current mobile for porting, but I never receive them. They said to wait for 24 hours... (not sure why 24 hours is required to send me an sms).. it is almost 24 hours. Smiley Sad

 

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

I would definitely recommend getting in contact with them again tomorrow then if you haven't received the SMS by then.

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Level 2: Rookie

Re: Porting Issues?

Thank you. What would they do differently? I am afraid that they would just say to send me any other sms and wait for another 24 hours ;(

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Level 2: Rookie

Re: Porting Issues?

Even if you do get the sms and follow the link and enter the code it doesn't necessarily mean the port will happen. 

 I got the SMS on Monday and responded straight away and still nothing. 

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Level 2: Rookie

Re: Porting Issues?

This is sad. Then what is the purpose of the sms? Smiley Sad

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

If there are any issues with the order for the porting then they can have this raised for you asap. 

 

The Porting team is the best contact to have this looked into further and provide an update on when the porting of the number si likely to be completed. 

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Level 4: Private Eye

Re: Porting Issues?

Is there any advantage to sitting on the phone for nearly two hours a second and third time to the porting team when the information they give still seems to be inaccurate?   i.e. if they give the "24 hours" to activation answer and we find that in 24+ hours there is no activation, is there anything to gain by spending so long on the phone a second or third time?   I've spent over five hours on the phone this week and have sometimes had someone else waiting on the phone ready to call me if it is answered.   It's a big chunk of time for so far no result other than 'guarantees' that aren't kept and information that turns out to be inaccurate.   

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Level 4: Private Eye

Re: Porting Issues?

Experts! Ha!!! What a joke! 

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Level 4: Private Eye

Re: Porting Issues?

Its been 2 weeks for me no sms... and almost a month for others without even getting the sms. Good luck!

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Level 4: Private Eye

Re: Porting Issues?

that is, what is to gain from an update re porting, from the porting team, that turns out to be inaccurate.   Is there some chance that sitting out the approximate two hours to get through to them, day after day, will achieve something new?   If they know there is a problem, won't they keep working on the problem until it is fixed or is it possible they think they have fixed the problem when they haven't and need ongoing updates from us, even if it means so long on hold?   Two separate people from Telstra told me yesterday that they would ring me today and I had no return calls.   It shouldn't surprise me as each day I've been told I'd get a return call the following day and I haven't had a single return call.   In hindsight, I am thinking the only Telstra employee that I have so far got through to who seemed uncaring, rude and blunt, and said he couldn't provide me with help and couldn't connect me with someone who could help, was possibly the most honest of all those I've spoken to in a now more than five day period.   Every one else has seemed very polite and as if they are trying to help only their promises and assurances turn out to be inaccurate and so far nobody has helped.

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Level 4: Private Eye

Re: Porting Issues?

Stop the bull **bleep**e Dingodan! These people need to be smart and read this thread. The porting team know nothing, we all call and are on hold to them for over an hour multiple times a day. They have confessed to several of us on this thread they have no idea when the porting issue will be fixed. Who knows when our services will actually be live and working! 

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

If at any time you are having issues with this being resolved further with through this team then you can have an official complaint lodged via our secure form at 

 

https://tel.st/y2r9w

 

This will allow us to have a specialised case manager assigned to have this porting order investigated and resolved further. 

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Level 4: Private Eye

Re: Porting Issues?

I've already lodged a complaint through the secure form but haven't heard back from a case manager

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Level 4: Private Eye

Re: Porting Issues?

This! Stop believing the telstra lies your being fed. Jmcsb is speaking the only truth around here. We must have had the same gentleman he was so honest and apologetic. He honestly sounded sad and ashamed to work for telstra. I hope he stuck to his word for what he told me. I guess 24hrs will tell me if he did or not. Put in yet another call back request for his manager to call me but I have no idea what that will solve. I don’t see how if they can’t complete the port they can’t just simply cancel it and give our numbers back to our old providers. I will be contacting my old provider tomorrow to get their feedback and help! Good luck and if anyone actually gets ported please comment when you started the process and when it was successful plus if you know you who spoke to or anyone helpful that would be greatly appreciated. 

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Level 4: Private Eye

Re: Porting Issues?

We already have Dan but thank you. No telstra personal is able to fix this so we are going higher outside of telstra to get this resolved. 

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Level 4: Private Eye

Re: Porting Issues?

I hope people new to porting to Telstra are being warned about this problem and that the porting team currently don't know what to do about it - so that they can make an informed choice as to whether they want to risk being without their mobile number operational for days or weeks or it sounds like at least in one case, months.

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

It will take up to 5 business days for this to be assigned and a case manager gets in touch to investigate and resolve this further for you @jmscb. I can see that we have requested this be assigned sooner for you with our contact within this team so should be completed within 3 business days. 

 

Let us know how you do go having this resolved via this process. 

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Level 4: Private Eye

Re: Porting Issues?

You may be trying to be helpful DingoDan but it's further disillusioning if you are suggesting that I may have to wait until next Tuesday for a case manager to resolve this issue including that if the porting team themselves are saying they don't currently know what the answer is, I am not sure how a case manager is going to help the porting team gain the knowledge that they currently seem to lack.   What would be helpful would be a means to have the number returned to the original provider.  

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

If there is a device included in this porting then this will have to be completed with a case manager to ensure the device can be returned. You will have to advise them this is the option you are seeking to have provided in the resolution to your complaint. 

 

The only other contact we have for Cancellation is on 132200 (08:00 - 21:00 Mon-Sat and 08:00 - 20:00 Sun EST) and saying 'Cancel/Disconnect' when prompted. They will confirm if this can be cancelled for you or not. 

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Level 2: Rookie

Re: Porting Issues?

Another day another broken promise from Telstra. Boost live chat promised / guaranteed that I'd get a callback from number porting team within 24hrs. That 24hrs has now lapsed.

 

I don't even want a callback really, I want either the port to happen now or for it to be 100% canceled so I can renew with my old provider, they refuse to even do that now so it looks like I'm off to the TIO I guess.

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Level 4: Private Eye

Re: Porting Issues?

I’m with you chief, I reported it to the TIO last night. Lest see if anything happens 

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Level 4: Private Eye

Re: Porting Issues?

We had terrible NBN problems with Telstra and the TIO were extremely helpful and finally got action happening.   We have since moved to another provider because we found that we weren't getting the speeds that we were supposed to be getting so now are getting a cheaper service that is also faster but I highly recommend the TIO.      I am also lodging a complaint today - just that all these hours on the phone with Telstra - or setting aside time where I've cancelled work to sit and wait for the return call (that hasn't once happened) have really taken it's toll on my available time.

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Level 2: Rookie

Re: Porting Issues?

I'd also like to lodge a complaint for order SR 1-2201205147984. I went in store on the 18/9 and still not activated after being verified on the same day. If i had been made aware of these porting issues i would have never signed up - i was told 15 minutes to 4 hours when porting to telstra. 

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

Hi @ponnurz,

 

Apologies for the porting issues that have impacted you. You can lodge a complaint via one of the methods listed at https://tel.st/8ktnk where a case manager will be assigned to investigate. 


When you lodge a complaint, we aim to make contact within five business days and we will aim to resolve your issue within 10 business days. If it takes longer, we'll keep you updated on our progress until we solve it.


Please don't hesitate to keep us updated.
 

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Level 4: Private Eye

Re: Porting Issues?

Awesome glad to hear there’s someone’s out there that can and will help. It’s ridiculous, what is waiting 5 business days or so for a case manager to look at our complaints do... nothing! I’m contacting my old provider to see if they are able to do anything to pull the number back to their side. No idea how this all works but we need our phones and our numbers. Telstra are ludicrous I hope people are aware and will stop switching. 

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Level 4: Private Eye

Re: Porting Issues?

I might have good news.   After speaking with my old provider, Aldi, they said it is not true that I have to wait until porting is completed to move the mobile service back to them.   They said that even if porting hasn't completed, I can ask Telstra to cancel the porting, and once this is done, the service will return to Aldi.

I have now spoken with someone from Telstra who confirmed this is true - after having repeatedly been told by Telstra that I could not move the phone anywhere else until after porting to them was complete.

I have cancelled my order to port to Telstra.   Apparently it might take until Monday but then I should be back with Aldi and my mobile number operational again.

Can DingoDan or someone please get this request to cancel the porting fast-tracked?

The reference for the cancellation is INT-1-2208366837356

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Level 4: Private Eye

Re: Porting Issues?

Brilliant thank you so much for sharing! Please share again once you are up and running again with your old provider. 

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Level 2: Rookie

Re: Porting Issues?

Thanks Dan, but I do not want to cancel anything but just wanted my number to be ported to Telstra network. 

I called the Porting Team in the morning as I have yet to receive the SMS. Below are the questions and answers between me and them. 

Q: I have yet to receive the SMS after 24 hours, what can I do? A: nothing you can do, but the porting team can send an escalation email. 

Q: what team is the email being sent to? Maybe I can ask my colleague in Telstra to chase them down. A: sorry, I cannot reveal the team

 

Q: what is the email you are sending as escalation? As I would like to follow up with them directly. A: no I cannot reveal the email. 

Q: what if I don’t receive the SMS? A: the porting will not happen

 

Q: what other things I can do besides calling your team and send escalation email which doesn’t seem to work. A: nothing

 

basically I am ***** T_T

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Level 4: Private Eye

Re: Porting Issues?

Has anyone managed to get connected yet?

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Level 2: Rookie

Re: Porting Issues?

Not for me. However a case manager has been assigned to me 1 day after I file the complaint online. She acknowledged the following:

 

- there is an issue with the porting system sending out SMS verification

- she will work towards to get it resolve, potentially resubmitting the order (not sure why other teams can’t do that earlier other than just plainly sending “escalation” emails)

- she will call me again on Monday to update me with the progress. 

 

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Level 4: Private Eye

Re: Porting Issues?

Not yet either. I went on chat again yesterday and I demanded to be transferred to the manager instead of just the floor staff. The manager Donnalyn is also my case manager however I have no faith in her. As my service is completely cut off from my previous supplier they confirmed the number was successfully deactivated from them and successfully transferred to telstra.. no idea why I’m not properly connected Telstra! So I’m unable to actually call out from my phone or sms out. I requested Donnalyn call the porting team on my behalf which she said she would and that she was on hold with them for me. She promised to send me an email update as to how the conversation went and that she put in a call back request for me. This was 4:30pm yesterday and she never emailed me, no call back as yet even from the call back request that was made Thursday afternoon. So many empty promises and straight up lies. Does anyone know a lawyer we should start a class action suit. So many of us have lost income, employees, not to mention the plain inconvenience this has caused everyone. 

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Support Team
Support Team

Re: Porting Issues?

Hi Till1, I am sorry to hear this however, may I ask if you received an SMS or email including a code and details of how to apply this for your mobile please?

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Level 4: Private Eye

Re: Porting Issues?

Yes on the 15th when I initially processed my request and then I had to complete it again on the 19th. Nothing has happened since then. 

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

Sorry to hear this Till1. Be best to have a chat with us here https://tel.st/v52ks and we can check on the status of the activation for you. 

 

Let us know if this is not resolved though. 

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Level 4: Private Eye

Re: Porting Issues?

If you read back through the messages, Iain, you will see that some of us have called Telstra numerous times, but get no help and no follow up despite assurances that we will, including that we will get activation and return phone calls from Telstra staff.

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

We’re experiencing some delays with porting mobile numbers at the moment.

 

Our team is working to resolve the issue as quickly as possible.

 

Thanks for your patience

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Level 4: Private Eye

Re: Porting Issues?

Hi Iain, I’ve had a chat on that line everyday for the past 2 weeks I can tell you now it’s not fixed. I’m not waiting in then que to talk with someone to tell me that. Are you able to check it’s status and let me know please. Last I heard on Tuesday it wasn’t in its final stages and will be complete within 24 hours... it’s now Saturday evening. 

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Level 4: Private Eye

Re: Porting Issues?

Yes Kathleen we are aware of this now unfortunately. We should have been made aware prior to commencing the porting process. This problem for some of us if you read the thread properly has been goin on for a month, most of us are 2-3 weeks still haven’t ported over and have been stranded without our phone numbers or a working service. My advice would be to get technicians who actually know what they are doing. 

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

Contact one of our team members on 132200 or via live chat  https://tel.st/wfky6 who can verify you and confirm the status of the order.

 

 

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Highlighted
Level 4: Private Eye

Re: Porting Issues?

Just completed a live chat again... this time I was promised it’ll be complete in under 24 hours.. I have no faith 

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

I do understand where you are coming from about this.

 

Keep me updated. 

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Level 4: Private Eye

Re: Porting Issues?


@KathleenC wrote:

I do understand where you are coming from about this.

 

Keep me updated. 


I will thank you 

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Level 2: Rookie

Re: Porting Issues?

Has anyone been successful yet in being ported? I’m currently going on 11 days now with the usual prioritise order and escalation which doesn’t seem to be making that much difference. 

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Level 2: Rookie

Re: Porting Issues?

I was promised a callback from the number porting team within 24hrs on Wednesday but nothing...

Every single promise Telstra has made on this they've broken.

I just want it done or the port canceled, both seem too hard for Telstra.

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Telstra (Retired)
Telstra (Retired)

Re: Porting Issues?

Sorry chiefbodge, We’re experiencing some delays with porting mobile numbers at the moment. Our team is working to resolve the issue as quickly as possible. Thanks for your patience.

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