[Steve™]

Port due to complete on Tuesday.

As of today Thursday 17:00, still not completed.

I have no incoming or outgoing calls or texts.

Attitude from T-Mobile is one of total apathy, not treating it with any urgency at all.

I would like to know if its Ofcom I should complain to.

In the meantime, if there is anyone from T-Mobile chairmans office reading this, if you can be bothered I would like a call.

[Nick_London]

There customer service has gone down hill with the use of a foreign call centre for nearly all pay as you go services and it has become fully automated as well.

To complain, here is the procedure:

Write a letter of formal complaint to T-mobile Everything Everywhere head office which is in Hatfield.

Telephone Ofcom on 020-7981-3040 and make them aware of your situation, but be aware they no longer deal with individual complaints BUT will make a note that you rang and will issue a reference number for you, if they receive say many calls about the same problem from a number of people or organisations effected by the same problem by T-Mobile, they sometimes investigate at that moment as it must be serious.

You should receive a response fairly quickly from T-Mobile/Everything Everywhere

If you receive a letter or a phone call from T-Mobile/Everything Everywhere they will advise you of a Telecoms Obundsman if they are not able to resolve the complaint, they will give you a deadlock letter for this

If there is a need to complain to the obundsman, they work like a court and decide what the best solution is to both T-Mobile and yourself, in the unlikely event they are not able to help, you then go back to Ofcom and explain that the obundsman has been unable to help and has refered you to Ofcom, they will then investigate depending on what it is about. Ensure you include the reference number Ofcom gave you the first time you called.

When writing to T-Mobile/Everything Everywhere, make sure you include your Name,Mobile phone or account number,contact telephone number,email address if you want to include that and also include your Port Authorisation code (PAC code) if you still have it, Do not include any bank details or your date of birth or passwords as they will confirm these if they call you.

If T-Mobile/Everything Everywhere do end up giving you a deadlock letter, there will be some kind of reference number, make sure you include this reference number when contacting the telecoms obundsman , as this will speed up the process. And when contacting the obundsman include the above details mentioned but not bank details or any passwords and date of birth.

Hope this helps, and if you get stuck there is some information on Ofcom's website as well www.ofcom.org.uk which explains how you can deal with poor customer service from phone companies. However since you mentioned that there was a porting issue, I would recommend that you do make Ofcom aware of it, you cannot contact them online or by email about this issue.

The address for T-Mobile is below

T-Mobile UK
Customer Services
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

[Step666]

Originally Posted by Nick_London

If you receive a letter or a phone call from T-Mobile/Everything Everywhere they will advise you of a Telecoms Obundsman if they are not able to resolve the complaint, they will give you a deadlock letter for this

CISAS are the ADR service that T-Mobile are registered with and they are worse than useless, even worse than T-Mobile.

Also, T-Mobile may not provide a deadlock letter depending on the issue.
If they offer a solution and it isn't suitable/you don't accept it, then they will likely force you to wait - without a deadlock letter, CISAS won't look at a complaint until it's been more than 8 weeks from the initial complaint to the company in question.

[Nick_London]

Originally Posted by Step666

CISAS are the ADR service that T-Mobile are registered with and they are worse than useless, even worse than T-Mobile.

Also, T-Mobile may not provide a deadlock letter depending on the issue.
If they offer a solution and it isn't suitable/you don't accept it, then they will likely force you to wait - without a deadlock letter, CISAS won't look at a complaint until it's been more than 8 weeks from the initial complaint to the company in question.

Yeah they say allow the phone company up to 12 weeks for a complaint to be resolved.

As he is paying for a service and not able to receive incoming calls or outgoing calls as well as texts, it is a serious issue and think it is best Ofcom are made aware of this.

[Nick_London]

You wouldn't be porting your number from 3 to T-Mobile or vice versa would you by any chance? I've heard so many problems with that particular port, it is like one or the other do it on purpose out of spite for leaving

[jabbamk1]

Originally Posted by Nick_London

You wouldn't be porting your number from 3 to T-Mobile or vice versa would you by any chance? I've heard so many problems with that particular port, it is like one or the other do it on purpose out of spite for leaving

This^

So many people i know have had the same problem.

[huwdw]

I recently ported my number from T-mobile to Three and it was completed within 24 hours.

[alan1302]

What have T-Mobile actually told you when you spoke to them?

[coolmp3]

I transferred from 3 to t mobile today. I gave my pac code to t mobile late on Tuesday evening and told it will be processed on Thursday. I was making calls from my ported number at 7:00 in the morning and it had fully ported so i could receive call by 12:00. I really can not complain.

But like anything when you are dealing with hundreds of ports a day some go wrong :-(

[Steve™]

Originally Posted by alan1302

What have T-Mobile actually told you when you spoke to them?

Just that they have sent an email to Vodafone asking them to release the number.

I contacted Vodafone who said they never got the initial request until yesterday.

Last night the number completed its port.

I have had no apology, no courtesy phone call, nothing from T-Mobile.

The network and prices I like, but the customer service is non-existent, barely anything more than a telephone answering service.

[Tassium]

Originally Posted by coolmp3

I transferred from 3 to t mobile today. I gave my pac code to t mobile late on Tuesday evening and told it will be processed on Thursday. I was making calls from my ported number at 7:00 in the morning and it had fully ported so i could receive call by 12:00. I really can not complain.

But like anything when you are dealing with hundreds of ports a day some go wrong :-(

The complaint is in how they are dealing with the "some going wrong bit", rather than the "porting the number bit"

In other words, T-Mobile employee, it's the "sorry we made a mistake" thing that is the issue rather than the mistake itself.

[andycat]

Originally Posted by huwdw

I recently ported my number from T-mobile to Three and it was completed within 24 hours.

Yes, I did last week. Seamless.

[Steve™]

Having asked for a callback this morning, the online help service said they couldnt arrange for callback as they are "online only".

I think only now are we seeing the true scale of T-Mobile incompetence that they train their staff to believe that methods of communication are mutually exclusive

[kev]

Originally Posted by Steve™

Port due to complete on Tuesday.

As of today Thursday 17:00, still not completed.

I have no incoming or outgoing calls or texts.

Attitude from T-Mobile is one of total apathy, not treating it with any urgency at all.

Are you by any chance moving to a micro sim - we recently did a Vodafone to T-Mobile port at work and the port went through okay but the SIM was as useless as a dodo until it was active - check them loose bits of paper properly.

[reclusive46]

I was reading some ofcom report that said about %5 of ports do "fail" and most of the time it was the person you were porting from fault.