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alexd
New Contributor
New Contributor

Porting into Optus from Amaysim

Hi all,

 

I'm having major issues porting my number from Amaysim into Optus.

 

I attempted to activate / start the port on Friday the 16th. Where the form assured me it would be "done in 30 minutes".

 

Of course it wasn't. I then spoke to someone from Optus who told me they had "released the number" and it would be done in  "15 minutes to 4 hours." But of course, nothing going.

 

Yesterday I contacted Optus again and was told they've "released the number" again. Still, nothing. 

Today I called Optus and upped my complaining a bit. They assured me something was actually happening and that I would be ported within "15 minutes to 4 hours". My Amaysim service stopped working. Great, I thought, that means something is happening! Something did happen, they took my service off me and left me in the dark.

 

Called Optus again. Assured once again that they got it sorted and it would take "15 minutes to 4 hours" - bit sick of hearing that one. Still no service.

 

This is a really bad experience for a brand new Optus customer. I'm tired of being lied to. 

Does anyone have advice? How the hell do I actually get my Optus service? I've since loged a TIO complaint. I would just like to be told the truth from Optus.

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9 Replies
10000000000GB
Trusted Contributor
Trusted Contributor

Re: Porting into Optus from Amaysim

TIO sounds good.

I imagine their porting sofware was written by the same guys who put a "stay logged in" box near Optus logins.

 

 

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Hazer
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Re: Porting into Optus from Amaysim

They lie. Took me over 14 hours on support to finally get my number ported. Promised multiple calls etc. Worst customer service ever.

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Dan_C
Retired Employee
Retired Employee

Re: Porting into Optus from Amaysim

@alexd

 

If you're still waiting on the activation of your service then I'm happy to take a look.

 

To authorize a port from an Optus reseller such as Amaysim, we require two things:

 

  • A CID reference number from the loosing provider. The CID acts as a port authorisation reference, it's submitted along with your account details.
  • Your full name and DOB as it appears on the losing providers account. 

I need your full name, DOB and mobile number. We'll check what's holding up the port. 

 

 

 

 

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santp
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Re: Porting into Optus from Amaysim

I have exactly the same issue as described here and currently have no service with Amaysim or Optus! I work in a hospital IT department and scrambling today to try and get a service working again for the start of the week tomrorow. Optus blame Amaysim and Amaysim blame Optus. I have never found Optus customer service so bad, the lack of knowledge of support teams, been hung up on, been lied too, they have done it all! I have messaged at least 15 Optus support people via the app over the last 2 weeks and get the run around, inaccurate information, extremely disappointing Optus to say the least! Good to see your Optus Sales team answers the phone within a minute, got to keep the sales coming in but don't worry about people who are desperate to have their service restored! This will be another TIO complaint from me because it simply isn't GOOD ENOUGH OPTUS!

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Dan_C
Retired Employee
Retired Employee

Re: Porting into Optus from Amaysim

@santp


Could we get you to message us on Facebook or Twitter? The team do have a point of escalation for these sorts of enquiries.


Most of the confusion has stemmed from the closure of our partner site overseas. Our Mobile activation centre and porting teams have bared the brunt of the impact.


There's a bit if manual work involved in porting numbers from providers that also run on the Optus Network. We've been advised that there's a back-log of orders that are waiting to be actioned.


If you like, link back to this thread or refer to my moderator handle in your response.


Happy to check in with the guys. 

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onlinegeek
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Re: Porting into Optus from Amaysim

I know this is an older forum post but here is my 2 cents

I signed up to Amaysim for my son. We picked a good number and organised the sim card. It was supposed to go into a Spacetalk watch but due o issues, we  returned the watch and decided to go for an Apple watch. 

1st visit to Optus - After buying the watch, we went to the Optus store to port the number across. A simple port in plus setup an account took over an hour in the store as the guy who served us had no idea what he was doing.

We were told to wait a few hours and the number would be ported.

2nd visit - After multiple online chats and two days, I rang an Optus store and was told to come and collect the ism card which i did. They said that when i get home I had to call Optus as they couldn't activate a sim in the store. Funny that the on line people said to go to the store to activate it.

After i arrived home, I did another online chat and was told that the sim was useless as there was already a sim card being delivered that was tied to the number being ported over. Waste of a trip to optus.

3rd visit - picked up the sim card and went home. Another online chat and was told again to wait for the card to be activated in the next 15min to 4 hours... 9hours later i get a message saying that they need the account number for Amaysim to do the port - but as it is a prepaid with Amaysim THERE IS NO ACCOUNT NUMBER!!!!

They have been told this at every point in the conversation!

 

I am now 5 days since my first visit and no closer as I still need to contact Optus to get them to port the number in!!!

Also when i asked for their complaints number, I was told that i need to log a complaint and then wait for someone from the complaints team to get back to me within the next 48 hrs.... 

My next call will be the Ombudsmand followed by Telstra!!

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Kyri_YC
Moderator
Moderator

Re: Porting into Optus from Amaysim

Hey there @onlinegeek


It's not great to hear about the troubles you have had with getting your number ported across from Amaysim and the with our support & retail teams. It's definitely not an ideal situation to be in. 


If you can get in touch with our team on either Facebook or Twitter, they will be more than happy to have this situation followed up for you.  

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

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onlinegeek
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Re: Porting into Optus from Amaysim

I've been in touch with them multiple times already! I've confirmed that as this is a prepaid account with Amaysim there is NO ACCOUNT NUMBER! 

Their response?  "thats fine, what is the account number please?"

On my first visit the guys in the store did write the code ptvma on the application as it was a prepaid port in from Amaysim apparently... does that mean anything?

 

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Kyri_YC
Moderator
Moderator

Re: Porting into Optus from Amaysim

I'm sorry to hear this @onlinegeek


If your service with Amaysim was on a Prepaid plan, then you should only need to provide your DOB for the port in. In saying this, if your account with Amaysim has any incorrect details, this will affect the ability to have your service successfully ported.


Nonetheless, if you do get the chance to get back in touch with our teams on either Facebook or Twitter, they will be able to have this followed up or escalated further if needed.   



----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

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