Vaya Porting Nightmare - 5 days without any mobile service

LGHKC on 29/01/2017 - 23:01

Hi guys,

Long time lurker - first time poster. Made an account specifically to rant/get some qualified ozbargain info.

My partner signed up her mum to Vaya, based on my recommendation following 4 years of service :( , and paid upfront for 12 months (ended up being $11 for 1Gb or so a month so wasn't a particularly bad deal).

Then came the nightmares - we activated the SIM last Monday (23rd Jan); her old service with Virgin was disconnected on Wednesday and now it is Sunday and still no service…5 days without any mobile service is pretty unacceptable these days

We had followed up on this on Thursday, Friday, Saturday and Sunday on the online chat and by phone. Each time they say they have escalated it to the porting team, made it urgent will be resolved by "the end of today". Finally today (Sunday), we had been transferred to the porting team who said it is an issue with Optus - Virgin had no issues disconnecting the service.

We had given them a final deadline of noon Monday (exactly one week since activation) to resolve this or will be requesting a complete refund and compensation. If sorted or unsorted, what sort of compensation do you think I can possibly get or would you request?

Thanks for the advice

I will definitely be raising this to the TIO regardless

P.S. my partner ported the old Virgin service under her mum's name, to her name, DOB and address (not sure why she did this) - we never raised it and Vaya never claimed this to be an issue. Has anyone had issues porting before?

Mobile

Related Stores

Vaya
Vaya

Comments

  • altomic on 29/01/2017 - 23:14
    +1

    I had the same issue porting from amaysim. My wife and I both had amaysim and some how I got her sim and she got mine (unbeknownst to both of us - they were the same plan so it made little difference). So when I went to port to vaya I gave all my details and then vaya just said there was a problem with the porting info (due to privacy amaysim would tell them why they weren't handing over the number). Had to fill in a sim/phone number transfer form with amaysim and once that was done then vaya could port my number. I have a dual sim phone so I had both sims in (both are/were prepaid). So when amaysim turned off then vaya pretty much straight away started. The name change over for the porting of the number was my issue.

    Maybe something like that has happened.?

    • retiredfeline on 29/01/2017 - 23:32

      The funny thing is Amaysim owns Vaya now. But yeah, any name mismatch will jam what is supposed to be an automated system.

  • TheMatrix on 29/01/2017 - 23:44
    +2

    With porting, the name and date of birth must be exactly the same, otherwise porting will fail, ie your wife can't port her mum's mobile number to her name. I think this is a security measure, otherwise I can port Donald Trump's number into my name….lol

    • POSITIVEVIBESONLY on 30/01/2017 - 00:35

      Yeah I deal with porting all the time, you have to make sure you're porting numbers from under the same name. If the name and DOB is different the porting will fail. If you are porting under the same carrier you will have to get a CID number from your old provider to actually make sure the port goes through. Usually take 4hrs if you are under the same carrier, anything longer means either a system outage or something has gone wrong with ID.

    • Oz-Bogan on 30/01/2017 - 11:29

      Why would you want to port Donald Trump's number into your name? Then you'd get Malcolm Turnbull ringing you up!

      • TheMatrix on 30/01/2017 - 15:03

        I think I might get more calls from Putin… lol

  • hikaru78 on 30/01/2017 - 00:09
    +3

    Your not going to like this but this is actually a lot more of your wifes issue then vayas.

    When you do a port you make an agreement (in the fine print) that you actually own the number. Your wife does not and has not owned that number.

    I hope that you did not request the disconnection at virgin because that is going to cause even more problems.

    You can only port an active number.

    Remember that vaya and virgin do not see each others information for privacy reasons, for prepaid they do a phone number and dob check - vaya sends a request to virgin and if the data matches the port goes through. If it doesn't the port bounces. They go back and check the info that you have given them (Which in this case sound like its wrong)

    The tio will not do anything because based on the information you have given then port should not occur.

    • Findo on 30/01/2017 - 01:36
      +1

      ^ this. I had to get my number taken off my dad's name and into mine before I could port out and go with a provider of my choice.

      • MeesusEff on 30/01/2017 - 12:46

        yes, i had this problem with Kogan. I wanted to switch to a Virgin, but under my partners acc (so we get the 1gb bonus data) but the port kept failing as my DOB and his obviously wasnt the same, and Kogan wanted me to buy another service in order to change my details. I had to go to the Virgin counter and the guy was very helpful and changed my partners DOB to mine so that the port could go through.

  • BlazinPast on 30/01/2017 - 01:17
    +1

    Lawyer up and take these scumbags to court! 5 days loss of income.

    • Kangal on 30/01/2017 - 02:39
      +1

      Bikies first?

  • Associatedmm9rr9 @ Vaya on 31/01/2017 - 10:48

    AWAY FROM this COMPANY - Vaya

    OVERCHARGED for OVERSEAS Called and Overcharged LATE PAYMENT AND KEEP your Mobile Number.
    AWAY FROM this COMPANY. RIP-OFF
    AWAY FROM this COMPANY. RIP-OFF
    AWAY FROM this COMPANY. RIP-OFF

    Problem with Vaya payment RIP-off you – if you do not harpy to pay.
    Vaya forwards your account to a collections agency to retrieve the overdue balance.

    If the customer wishes to make a payment arrangement, the customer can make payment arrangement through the collections agency. Refer customer to DUN AND BRADSTREET 1300304298

    If they want to pay in full they must pay FULL BALANCE + COLLECTIONS FEE (15%)

    Client Sent to D&B for Collections, email [email protected] or call D&B Client Services 13 23 333

  • Store RepVaya Ian Fagan @ Vaya on 31/01/2017 - 14:10

    Hi there,

    Sorry to hear that your wife is having difficulties porting. Based on what you said above, it is very likely that this is due to porting a number across under a different DOB, which would block the port from happening. If you PM the account details, I can look into this matter for you.

    Cheers, Ian

Login or Join to leave a comment
Login Join