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Complaint about incomplete porting from T-Mobile

I would like to file a complaint about your porting method.

My wife transferred her mobile service from T-Mobile. She received the iPhone without difficulty, but the porting process was not done correctly. She could make outgoing calls from her phone, but could not receive incoming calls. We did not find out for 2 weeks after she activated her phone. Incoming calls would go directly to her T-Mobile voicemail.

When we called Verizon porting team, they said there was a confirmation of the porting but had to do it again. The porting was then complete, but she lost the voicemails that have been going to her T-Mobile account for the past 2 weeks. This happened while she is in the process of applying to jobs, and there was at least one potential employer that had called her and left her a voicemail. However, the voicemail was lost, which translates to a lost job opportunity. Who knows how many other potential employers called her and it went directly to voicemail for 2 weeks and for her to not receive them. My wife has a negative view of how Verizon Wireless operates since events like this occurred and caused her to miss job and interview opportunities.

-Thomas

Comments

MiiHere

Porting can take as little as a an hour and up to 24 hours. It's always ideal to test the phone by calling it from another phone to see if it works as to avoid a situation like this. I can't believe it took 2 weeks to realize that she wasn't getting any text messages back, or phone calls, but perhaps she uses her device very very minimally.

How do you know her Voice Mails ended up on her Tmobile device? And why didn't you listen to them when you realized this?

Ann154

I have discovered that the porting process works better if the old phone is turned off and the SIM card removed.

veryfrustrated0118

Who's to say that the confusion is solely VZW's fault?

There could have been a number of issues. T-Mobile could have held up the release of the number. This could have happened for any number of reasons. The most likely is incomplete or incorrect information given by the customer to VZW at the time of port.

I don't receive a heck of a lot of calls but I find it strange to believe that this went unnoticed for 2 whole weeks.

When you called VZW and they had the port request resubmitted did they ask you for any information regarding your TMobile account?

boblong109

How do you know her Voice Mails ended up on her Tmobile device? When I called her phone, it went directly to voice mail. However, she didn't receive a notification with Verizon that she has received a voicemail. In addition, she called her Verizon voicemail which was empty. The only other place where it could have went to was her T-Mobile voicemail.

And why didn't you listen to them when you realized this? We called T-Mobile and they said she couldn't access her voicemail because the account has been ported over to Verizon.

Thus, the conclusion is Verizon didn't complete the port properly.

boblong109

Verizon had our correct information. They even said the porting process was incomplete when we called them after we realized she hasn't been receiving any calls or voicemails.

And no, my wife doesn't use her cell phone often to make or receive calls, so it is not unusual for us to not have any calls in 2 weeks. Hence, why it took so long for us to figure out.

pherson

Then I would have used a more accessible number on a job application.

boblong109

That's very easy to say in hind sight and after the fact, when the original number used is and was the most accessible number but became quite the opposite by a 3rd party error.

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