Pathetic Customer Service from Boost

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Boost Mobile

• 

  alvian on 05/07/2023 - 12:23

  +3

  Why is it so hard to transfer a plan from 1 sim to another

  Because of phone port hacks.

  A phone going into SOS mode is generally a sign of dodgy reception or a telco outage. But in some cases, it can be something far more sinister.

  According to IDCare, an Australian and New Zealand cybersecurity charity, this generally happens in one of two ways: unauthorised porting and an unauthorised SIM card swap. A SIM swap […] involves the fraudster requesting the activation of a new SIM card using your number.

  • 

    zman09 on 05/07/2023 - 12:45

    +2

    I know that this can happen that is why I called them and they confirmed no port out.

    If they have a system in place to transfer a service they should have a system in place to replace sims. Expecting people to go a week plus without a working phone is stupid.

    • 

      alvian on 05/07/2023 - 12:49

      -1

      the rep said I need to do a sim replacement.
      they claim I will get an email once it has been sent then get it after 3-5 business days.

      Well it sounded like they have a system to replace SIMs, but you are impatient to wait for its delivery.

      • 

        zman09 on 05/07/2023 - 13:30

        -5

        I hope to god you get to experience this also.

        They are happy to port my number but I will lose my plan. None of that screens security, that screams incompetence or just a general disregard.

        • 

          alvian on 05/07/2023 - 13:33

          +1

          @zman09: Number porting is not SIM replacement. If you want to port out of Boost, of course you will lose your plan. That's just standard industry practice. No telco is going to pay for your new plan with another telco.

          Don't understand what you are on about, to be honest.

          I hope to god you get to experience this also.

          I see. So when you don't like the answer you were looking for, you curse the person who lent a helping hand. What a sad attitude you have.

          • 

            zman09 on 05/07/2023 - 13:40

            @alvian: They are happy to move my number from 1 boost sim to another boost sim, was just pointing out your comments regarding security was null and void. They won’t transfer my plan. That is what the past 2 reps have said. I’m on to my 3rd rep which seems to be more helpful, let’s see if she can get it done.

            I will never understand how anyone can try to justify this.

            • 

              alvian on 05/07/2023 - 13:49

              +2

              @zman09: I did not try to justify what Boost reps said to you. I answered one specific question that you asked. "Why is it so hard to transfer a plan from 1 sim to another?" If you think the answer is null and void then so be it. Millions of Australian mobile phone users were glad the telcos finally implemented these barriers to phone number porting.

              • 

                zman09 on 05/07/2023 - 13:54

                -1

                @alvian: I meant from 1 boost sim to another boost sim due to a faulty sim card. Not talking about porting from carrier to carrier.

                • 

                  alvian on 05/07/2023 - 14:05

                  +2

                  @zman09: Sorry, but this contradicts what you wrote here:

                  They are happy to port my number

                  How are we supposed to know that "port my number" meant "replace a faulty SIM card"? When your comments, written within a span of less than half an hour, can contradict each other, my guess is that the Boost reps would be even more confused as to what you wanted done during your telephone conversations.

                  • 

                    zman09 on 05/07/2023 - 15:00

                    -1

                    @alvian: Are you reading the same thing as I have typed lol?

                    The porting went through fine. Then the sim stopped working and this needing a sim swap…..which part of that is confusing?

• 

  WatchNerd on 05/07/2023 - 12:39

  Where did you port from?

  • 

    zman09 on 05/07/2023 - 12:42

    Telstra

    • 

      WatchNerd on 05/07/2023 - 12:43

      +1

      Comments in old posts suggest it's best to port from a different network, less chance of issues. Not sure why in 2023 but it may have something to do with it.

      • 

        zman09 on 05/07/2023 - 12:46

        It worked for 3 days then it died. I suspected some BS from the Telstra end also, but what can you do.

        I complained and asked for a manager obviously no one calls me back lol.

        • 

          WatchNerd on 05/07/2023 - 12:48

          +1

          @zman09: Yep sounds like you may need to make a complaint with the TIO if you have already tried to get it sorted directly with your service provider and nothing has been done.

      • 

        kipps on 05/07/2023 - 13:51

        +1

        The Telstra->Boost porting process has improved substantially from what it was previously. I did the most recent one just last weekend - no issues whatsoever.

        • 

          zman09 on 05/07/2023 - 13:52

          @kipps: Seems like maybe I was just unlucky. First dead sim in 20+ years

• 

  ytthr on 05/07/2023 - 12:39

  +4

  The Telecommunication Industry Ombudsman.

• 

  ausdday on 05/07/2023 - 13:35

  +4

  They said they cannot move my 1 year plan over so I have to wait 2-3 days. Just rang them now as I have not received any emails, they claim I will get an email once it has been sent then get it after 3-5 business days.

  Had this same problem before, when I came back from overseas, my Boost SIM was dead. Webchat Boost support and they said they are out of replacement sim stock, so might need to wait 3 - 4 weeks. I started questioning them how can I use my phone without a SIM. They said there is nothing they can do.

  Didn't give up and tried another agent on Webchat. This time someone who knows what he is doing. Told him the same story. He asked me to get a $2 SIM. Fortunately I have 1 on standby. He activated that $2 SIM with a new number, put a $200 package on it (my original plan). Once that line is active, he just changed that new SIM's number to my original number. Problem solved.

  Keep trying to get someone who knows what he is doing.

  • 

    zman09 on 05/07/2023 - 13:52

    +1

    This is what the 3rd rep just did for me.

    I understand their hesitation as it looks like they had to start the plan today (meaning I got 3 days free) but who in this day and age can live without their mobile for weeks +

    • 

      ausdday on 05/07/2023 - 14:21

      +2

      When my SIM was broken, my plan was about 5 months in. The rep just did that for me no question ask. Guess I was just lucky

• 

  Associated87percent @ Boost Mobile on 05/07/2023 - 14:02

  if you want, can pm me your number and i can see whats going on with it

  • 

    zman09 on 05/07/2023 - 14:25

    Thanks for the offer but it is all sorted now. Will let you know if this fails in the future though 👍

• 

  Davo1111 on 05/07/2023 - 14:46

  +2

  lol so it got solved in 2 hrs?>

  • 

    zman09 on 05/07/2023 - 14:58

    About 3 days but looks to be 3 days too long.

• 

  md333 on 06/07/2023 - 13:02

  There was some discussion on Whirlpool where people had a sim replacement and ended up getting the plan transferred over but restarting. So even 11 months into a 12 month plan, the plan got restarted with a full 12 months. Immediately followed up with lots of people posting about deliberately replacing the sim to see if they get the free extension.
  I wonder if that might have triggered a change in policy. You'd think it wouldn't be an issue 3 days in though.