Unacceptable Porting Experience and Service Issues
This has been one of the most infuriating porting experiences I’ve ever encountered.
I switched carriers last Thursday because I was offered the “welcome plan.” Everything was arranged over the phone, and I was assured everything was in order. I was told I’d receive physical SIM cards within two days. I did receive the SIMs on Saturday, only to find none of them were activated. My original carrier still worked, so I waited until Monday to address the issue with tech support.
On Monday, I spent four hours on the phone being bounced from one agent to another before anyone could even begin the port-in process. Then, just as it seemed we were making progress, I was disconnected in the middle of the port. I assumed the lines had finally ported over, so I inserted the Verizon SIM cards—only to find they didn’t work. Both SIM cards were now deactivated, and I was left with no way to call anyone. Frustrated, I went to a Verizon store.
I want to commend the two agents who stayed after closing to help me—but even with their help, it took another two hours on the phone with tech support just to activate my phone and my wife’s phone. I still don’t know if the SIM for my daughter’s phone, which I need to send out of state, will work. If it doesn’t, I’ll be back in this nightmare again.
The tech support agent assured me that the SIM cards “should work”—but if that’s the case, why was it necessary to go to the store in the first place? When I tried to activate my mother-in-law’s phone via eSIM, that also failed. I was back on the phone for another two hours on Tuesday morning to fix this issue. At one point, my account showed her phone as an Apple Watch, despite the fact that we don’t even own a smartwatch. The “solution” was to disconnect her number entirely and issue a new one.
While I appreciate the waiver of the activation fee for her line, what about the other activation fees for this agonizing process? If I’d known switching would involve countless hours, disconnected service, and so much frustration, I would have never made the switch.
This entire experience has been unacceptable, and I expect a response regarding additional compensation for the time, frustration, and inconvenience I’ve been forced to endure.
I am in the middle of the same problem. I don't want a new number. I have had the same one for a very long time.
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