This has been a truly awful experience. I have had no mobile phone service for 2 days, because in porting from Virgin to Optus, I have had no activated sim card from either carrier, and so no working mobile phone.
I have been told 6 different reasons as to why my new SIM card has not activated:
1. The Virgin account was closed before porting.
2. Virgin's network is down.
3. Optus's porting system is down.
4. My number is stuck in the system and its a known issue due to high volume Virgin transfers.
5. Apparently, I did not provide my date of birth when opening an account with Optus (despite credit checks?)
6. I needed to provide my Virgin account number.
For all of these different reasons, I was quoted between 15 minutes to 5 business days to have the porting completed. Each time I speak with a customer service rep, I have to start fresh (including being told my phone number is not associated with any account, and that there is no record of my issues - on my sixth call and with an IT case number in hand!)
I really hope this is resolved soon, or that my cooling off period is still open (I can't access my contract because my account apparently doesn't exist!). Not a great start to a new customer relationship.
Solved! Solved: Go to Solution.
That is not a great experience at all, AdamRom.
I'm afraid we're unable to access customer account details here on our public forum. What is the IT case number? That's something we should be able to follow up and request to escalate (which it should be already).
Hmmm, that's not a IT ticket number. Maybe a reference number for a call?
Please let us know how you go.
Reason no 9: It was stuck in the Optus billing system and a new request will take a further 3-5 days. This was after being bounced between 6 people in the space of 20 minutes and spending an hour on the phone in total.
Completely unacceptable service.
Relieved to hear it was resolved and not delayed further. A rough start based on the 10 or so various possible reasons but should be smooth sailing from here!