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Occasional Contributor srbrad
Occasional Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

I have the same issue.  It is now 10 days for me, and Optus will not provide any time frames.

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Occasional Contributor srbrad
Occasional Contributor

Re: Porting to Optus & Phone Support Problems

I also spoke to Brad.  He was very rude, and when I asked to speak to his manager, he told me he doesn't have one!!!!!

 

I was also told my number was 'stuck'.  I now have no time frame and no service.  I have gone to the TIO

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Occasional Contributor Seras
Occasional Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

Hi Rhino4 this is the same issue with my Nat Geo except I had gone through the same steps that you have done, but when registering my details using my mobile number it responds that my eligibility could not be found. 

 

Again went on chat with Optus to complain about this and been through the same rollercoaster again. First, they said it's definitely in the plan that I have Nat Geo. Then 30mins later they backtracked and say actually no my plan is not eligible for Nat Geo. After when I had to send a link from gizmo website that shows all the plans that Optus is offering to Virgin then is back to raising issue within their IT etc etc. now the waiting game begins again to see what IT says!! Seriously you would think a internal memo was out to everyone about this deal etc. 

 

Anyway I got a txt from Optus customer care about my TIO complaint and wanted to talk to me about it. Looks like I have alot talk about their service and the whole journey about on boarding with them. I won't be closing this TIO complaint case until everything is all sorted with my plan and the first bill that comes. I know something will be wrong again and end up waiting again for another week or so. 

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Occasional Contributor Sidrak
Occasional Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

18 days now. Still no service. Thanks so much Optus!!!!

number porting 

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Moderator Marie
Moderator

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

Sorry to hear that @Sidrak, I can see that Shauna has raised this with our IT team and will provide you with an update as she has one.


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Occasional Contributor Sidrak
Occasional Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

THanks my number has been activated now.

 

Asked optus to allow me to port out due to this issue and they are totally fine and understand(1 good thing).

 

 

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Online Community Manager
Online Community Manager

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

Ah, thanks for keeping us updated @Sidrak

 

If there's something else we can help out with, please let us know. 

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New Contributor SteveNickname
New Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

I've been trying to port a post-paid number from Virgin to Optus for about 2 weeks now and this looks like the same issue. "SOS Only" on the iPhone regardless what we do. The phone and chat support staff keep funnelling me down the same "we have raised a SIM activation ticket with the activation team; wait 15 minutes to 4 hours" even though:

  • Optus and I agree that the SIM has already been activated (the phone can read information from the SIM), and
  • We have tried exactly the same steps at least 5 times in the past 5 days.

 

From my end, it looks like:

  • The phone is connected to Optus,
  • The phone and plan is linked to my Optus account, but
  • The phone's usage of the post-paid plan has not started, has been deactivated, or something similar. It really seems like more like an account issue than a network issue, but the phone & chat support staff clearly don't have a pathway in their process for dealing with that.

I got off the phone literally 15 minutes ago and was funnelled down the same path again... How do I get this fixed?

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New Contributor SteveNickname
New Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

Just capturing that submitting a complaint to the TIO seems to be the way to get this resolved, so I've done that.

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Occasional Contributor dbrady123
Occasional Contributor

Re: Porting number from Virgin (taking way to long and consultants giving different timeframes)

I'll attest to that. My number got finally ported on the 16th, I assume my complaint submitted to the TIO sped things up a bit. Even had customer relations from Optus give me a call, but I've been compensated so I'm satisfied. No need to escalate the case further. 

 

I strongly suggest anyone who still is in porting limbo to submit a complaint to the ombudsman.

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