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New Contributor
New Contributor

Re: Porting from Virgin

same issue as me now. OPTUS, I'VE BEEN vodafone and telstra for more than 15 years, it is how you treat new customer??

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Blog Author

Re: Porting from Virgin

If you currently have an active working service with another provider, we cannot escalate your enquiry at this stage. Our porting teams have been severely impacted. 

We're prioritising those who have no working service whatsoever. 


  • you can’t make or receive calls,
  • you don’t have a working internet connection or are concerned about being disconnected,
  • you are experiencing financial hardship, ID theft or are reporting illegal activity related to your service, such as incorrect porting, or
  • you need help due to a medical condition.

If you're without any form of mobile  service, please contact the team on Social Media. Message us on Social Media, either Facebook or Twitter. They do have a point of escalation for the following urgent enquiries:

· No Broadband connectivity (no access to the internet) 

· No Mobile connectivity (can't make or receive calls) 

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Re: Porting from Virgin

I don't find the response is helpful at all as I have paid for a service and not be able to use it.  I have stopped the service with my existing provider as I have not prepared to wait this long to activate my new sim.   When I was activating the new sim, I was informed the porting process takes up to 4 business days but its been 10 days now with a response that you can not escalate my issue.  I required to make and receiving calls, please take this as an urgent matter.  Thanks!

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Blog Author

Re: Porting from Virgin

I do understand and it's really a difficult situation for our staff and our customers.


If you do not have a working mobile service, contact us on Messenger via the My Optus app or social media.


Like I said, they do have a point of escalation and they're more than willing to help. 

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