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Occasional Contributor Chrisgr3
Occasional Contributor

Number share currently active - cannot assign

Number share currently active - cannot assign to my smart watch.

 

Optus advised to uninstall the app but no fix. 

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Online Community Manager
Online Community Manager

Re: Number share currently active - cannot assign

Hi Chrisgr3,


Does the information under the My Number Share Isn't Working section our Number Share: What You Need to Know page help?


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Occasional Contributor Chrisgr3
Occasional Contributor

Re: Number share currently active - cannot assign

The online help and past posts all show that the solution to my problem is you release the number share from my smart watch and that this MUST happen from within the back end of Optus.

My issue was raised over the phone then escalated a day later to a specialist who I believe will contact me within 24 hours. This is yet to happen. 

All I need is for the release to happen so I can re assign the number share to my smart watch.  Why is this so hard?

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Occasional Contributor Chrisgr3
Occasional Contributor

Re: Number share currently active - cannot assign

Screenshot_20191101-190248_Galaxy Watch PlugIn.jpg

 

Screenshot_20191101-190306_Messages.jpg

 

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Online Community Manager
Online Community Manager

Re: Number share currently active - cannot assign

Thanks for sharing your fault ticket number.


Can see it's being handled by our Mobile Case Management team and last contact was over the weekend.

If it's still not fixed in the next couple of days, let me know and I'll follow up with them.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor Chrisgr3
Occasional Contributor

Re: Number share currently active - cannot assign

There has been absolutely no calls, email, sms or communication whatsoever from this specialist department since raising this issue, and this has now been one week!
I went into an Optus store last Sat and also a flagship Samsung Store to try and resolve this, but neither could resolve my issue.
The optus store advised that I need to wait for a call from the specialist team as only they can resolve this from the back end!

How much longer do I have to wait?
Why is this so darn difficult?
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Online Community Manager
Online Community Manager

Re: Number share currently active - cannot assign

I've been advised that the fault ticket is marked as priority and you will be contacted this morning.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor Chrisgr3
Occasional Contributor

Re: Number share currently active - cannot assign

Thank you for updating me.
Yes I got a call to say it's taken 1 week and a specialist team is to look at this, possibly from today.

Why has it taken a week?
Will the simple fix be applied today or will this continue to drag on over the weekend with no updates as to a resolution?
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Online Community Manager
Online Community Manager

Re: Number share currently active - cannot assign

I'm afraid I don't have access to that information, those questions are best directed at the team that is in contact with you.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Online Community Manager
Online Community Manager

Re: Number share currently active - cannot assign

I'm now included in the e-mail chain, apparently you have deleted eSIM on the watch about a week ago and it needs to be activated again? 


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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