Porting issue
<p>We cancelled my contract beginning of October, were told that contract will be cancelled at the end of the month, then it will go to prepaid, we will need to load airtime and then we can port to a different network. On Monday 31 October all my data, minutes and sms's weere gone, so I loaded airtime and requested Cell C to port my number. It is now Wednesday, my number still has not been ported. After numerous phonecalls and being sent from one person to the next! I still don't have an answer as to why my number cannot be ported. I get told by one person that my number is on prepaid, just to be told by the next person that I am still on contract therefore my number cannot be ported. i am now sick and tired of being on the phone, getting cut off, phoning again and not getting answers. I need to know why porting department is still saying my number is on prepaid and cannot be ported</p>
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Vodacom's replyOfficial
02 Nov 2016, 14:40Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's reply02 Nov 2016, 14:40
Official
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Best regards,
's updateReviewer Update
02 Nov 2016, 16:22After spending the whole morning on the phone with Vodacom, a gentleman eventually told my husband just before 14:00 that my phone is now on prepaid, and should contact Cell C so that they can send the port request through again. Cell C sent the request and told me to contact Vodacom again and ask them to approve the port request, using Messag 5. After being cut off numerous times, the porting department at Vodacom told me that my number is still showing as acontract - but it was prepaid jut over an hour ago???? I then asked to speak to a team leader, got transferred to Anastasia. She told me she will contact Cell C and find out what is going on and get back to me. Got a call back from Anastasia to tell me Cell C has (for the 3rd time today!) sent through a port request, and Vodacom now needs to approve, using Message 5 (which is exactly what I told her during our first coversation). When I asked how long this is going to take, she told me 72 hours - REALLY!!!! I then asked to speak to her supervisor as it is not acceptable to wait another 72 hours. He then told me that when a contract gets cancelled, it takes 24 hours to reflect as prepaid. Note that my phone went to prepaid on Monday and I had to load airtime - it is no Wednesday afternoon and it is still not updated on their systems. So according to him I must just understand and accept that this takes time to sort out and he cannot speed up the process. This is not acceptable that I have requested the port on Monday morning at 9:00, now get told on Wednesday afternoon that it will take another 72 hours to sort out! Definitely not good service!
's update02 Nov 2016, 16:22
Reviewer Update
After spending the whole morning on the phone with Vodacom, a gentleman eventually told my husband just before 14:00 that my phone is now on prepaid, and should contact Cell C so that they can send the port request through again. Cell C sent the request and told me to contact Vodacom again and ask them to approve the port request, using Messag 5. After being cut off numerous times, the porting department at Vodacom told me that my number is still showing as acontract - but it was prepaid jut over an hour ago???? I then asked to speak to a team leader, got transferred to Anastasia. She told me she will contact Cell C and find out what is going on and get back to me. Got a call back from Anastasia to tell me Cell C has (for the 3rd time today!) sent through a port request, and Vodacom now needs to approve, using Message 5 (which is exactly what I told her during our first coversation). When I asked how long this is going to take, she told me 72 hours - REALLY!!!! I then asked to speak to her supervisor as it is not acceptable to wait another 72 hours. He then told me that when a contract gets cancelled, it takes 24 hours to reflect as prepaid. Note that my phone went to prepaid on Monday and I had to load airtime - it is no Wednesday afternoon and it is still not updated on their systems. So according to him I must just understand and accept that this takes time to sort out and he cannot speed up the process. This is not acceptable that I have requested the port on Monday morning at 9:00, now get told on Wednesday afternoon that it will take another 72 hours to sort out! Definitely not good service!
's updateReviewer Update
03 Nov 2016, 11:00It is now 11:00 on Day4 of my Porting issues. Now I get told by Vodacom that my port has been approved and I should have received an SMS to confirm this, but I never did, so surely there must be something wrong. Cell C is still waiting for Vodacom to release my number - and all Vodacom's porting department is saying is that they have approved the port and are waiting frortechnical to advise as to why the port has not gone through yet. So the waiting continues....
's update03 Nov 2016, 11:00
Reviewer Update
It is now 11:00 on Day4 of my Porting issues. Now I get told by Vodacom that my port has been approved and I should have received an SMS to confirm this, but I never did, so surely there must be something wrong. Cell C is still waiting for Vodacom to release my number - and all Vodacom's porting department is saying is that they have approved the port and are waiting frortechnical to advise as to why the port has not gone through yet. So the waiting continues....