Lost My Number While Porting from Telstra to Boost

Hey folks, today Boost mobile told me that they can't get my number back either on Telstra or on Boost prepaid while they were porting my 5 years old number from telstra to boost. Any options for me to get back my number?

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Comments

  • +2 votes
    • -1 vote

      I doubt TIO can rescue a disconnected phone number.
      Just a place to resolve complaints

  •  

    So your Telstra SIM is now disconnected? Did you try contacting Telstra’s porting team?

  •  

    As far as I know, that should be wrong? I know ages ago it used to be an issue, but a few years back I moved from Boost to Telstra without issue. I just did it on the online chat no problems.

    If there was an issue I guess you could just port out to Optus for a month, then port back, which was what I was going to do, until I was told it wasn't an issue by chat (though this was boost to telstra).

    Sounds like either they really stuffed up, or something is up? Did they tell you, you would lose your number? Because why bother porting if you were going to lose it, may as well buy a new sim.

  •  

    Yes my telstra sim is disconnected. Telstra is saying that "rather than transferring my number from telstra, boost mistakenly disconnected it". Boost kept telling for 3 days that my porting is in provisioning. After insisting to check throughly today, boost saying that they can't help any more. Even telstra can't help because they are saying number is gone from our control.

    • +5 votes

      Get onto the TIO, your number will be safe for 2 or 3 months.

      •  

        Do you know how long tio takes to sort out in these circumstances?

        Boost kept me 3 days now without my number. Can't wait more because my number is connected to all services I need.

        • +2 votes

          PM me. I can possibly assist with this

          •  

            @sharka: woah we got ourselves the head of the TIO here, welcome!

  •  

    I can't port to anywhere now according to Boost. Because that number doesn't exists anymore.

  • +1 vote

    Contact Telstra and tell them to reverse the port. Don't mention anything out the port or boost and if they ask you for more information just be vague and say you need Telstra coverage and reverse the port.

    •  

      Ill give it a try again without mentioning anything.

    •  

      What, if the number is ported then that order would be complete.

      If the number is disconnected at Telstra, it must be with Boost.

      I'd try to port it out from Boost using a. different SIM, should only need your date of birth.

      • -1 vote

        What happens when you ring the number??????

        •  

          Number is not in service.

      •  

        Porting was stuck in provisioning as per them. Doesn't make sense to me.

  •  

    I contacted Telstra many times. They are saying only Boost can help in this case. Because they can see porting order from Telstra to Boost.

    One guy in telstra asked me to buy new empty telstra sim. I bought sim immediately and contacted Telstra, they said they can't transfer now, contact Boost.

    • +8 votes

      I had a friend who had the same situation, number in limbo for weeks. Optus said ported, Boost said not with them.

      Went to TIO, and got the number back. Boost gave compensation- one free year of the $300 plan.

      Just go to TIO and save your time talking to Boost.

      • +1 vote

        Thank you. I am almost gone into depression with Boost. They change their agent every hour and each agent ask for whole story again.

        • +4 votes

          I think they actually share the same call centre with Telstra. I understand- they can drive you nuts. It takes an inordinate amount of tenancy and perseverance to work through issues with them sometimes.

          But once you feel that you have hit a glass ceiling, and those on the chat can no longer give you solutions, and constantly block attempts to move to higher hierarchy to get your issue resolved, and its time to head to TIO.

          Then you’ll skip past all these operators on the lower rung of the food chain, and head straight to their case managers, who will indeed have to power to make ‘non standard’ decisions, solutions and offers. Those at the chat level are too low to be able to make those calls.

          Sometimes I feel their job is to stonewall you till you give up. 😂

          • +1 vote

            @macmine: Thank you. I have submitted case with TIO. Hope they are working on decent capacity to sort out quickly.

            My Boost sim definitely deserves a deep dive in pacific ocean.

            Chat level too need to know what they are doing. Its so easy for them to say sorry for the mess they create, no accountability, no care at all.

            Why and how companies like Boost survive with such an awful customer service. I mean $300 per year is not that cheap.

          •  

            @macmine: Dealing with the telstra agents nearly sent me bananas a few months ago.

            Im not a shill but out of the big three (telstra, voda, optus), optus has always been very seamless fir me.

          •  

            @macmine: Some tenacity can help too ;-)

  • +1 vote

    Even if it was disconnected it can be reactivated in 30 days… by boost

    •  

      I hope TIO can help in fix. Boost telling me its impossible for them.

  • +1 vote

    I find Telstra customer service utterly incompetent. TIO is to large extent useless as well.
    Try Telstra CEO’s Office.

  • +3 votes

    Telco worker here - cannot state which one due to social media policy. Work close to the porting team for the Telco.

    Boost is a Telstra prepaid brand (it is not the same as Belong which is another provider even though still appears as Telstra on the ELIGIBLE PARTY IDENTIFICATION CODE LIST available from the ACMA website) and still has it services active and hosted in the same system as a normal Telstra prepaid, the system being Siebel.

    What you need is a reactivation of the service. The service number "should" remain in quarantine for 30 days, however things can go wrong and people can do stupid things and override the quarantine. To reactivate a prepaid, you need a new prepaid sim. If it was a Boost service at its last active point then a Boost sim is required.

    Contact Boost, don't mention port out or in as they will assume your number is active. Just tell them you want to reactivate your recently disconnected number. Get it connected and continue complaint with the TIO. Get compensation for the loss of service.

    •  

      Once a number is ported from one carrier to another there is no quarantine.

      Quarantine only applies if a number is disconnected.

      Porting is different to disconnecting.

      If I port from Telstra to Optus, it doesn’t stay in Telstra’s quarantine, however if I disconnect my number it stays in Telstra’s quarantine.

  • +1 vote

    pm me your number (i work for telstra)

  •  

    it would really sux too loose ones personal nimber 👎

  • +4 votes

    After I raised complaint with TIO, I got my number back. Thanks everyone here.

    About compensation, can you help me with how much I should ask? My number was in limbo for 8 days. I have a home based business. My clients were not able to reach me via mobile but managed through emails. It was more of an stress that I had to chase for 7 days continuously to their pathetic customer service.

    How can I build my case for compensation?

    •  

      Thanks for sharing your experience will certainly be helpful too us if we experience the same,.. importantly glad you got your number back 😀👍

    •  

      You'll need to show how it has caused loss of business, so you will need profit and loss statements showing your takings from last fin year compared to this fin year during the down time.

  • +1 vote

    I wouldn’t try to claim loss of business as in the critical information summary it states the plans are for personal use only.