3 "Three" - Mobile Number Porting.

kall · 8th May 2003, 8:58 AM

How long should this take?? I have the phone, the girl in the shop yesterday told me it should only take a few hours, so I wake up this morning and still no 3

I rang there customer help line and the person I spoke too told me it had just started porting this morning and it WILL take, 48 hours???? I can't use the phone until Saturday morning. So what's the point. Does porting usually take this long or are Three just really slow?

Wrasse · 8th May 2003, 9:18 AM

The Hutchison 3 customer care adviser behind me advises me to write:

The industry standard for porting is 48 hours, we have known ports to go through within 7 minutes before although this depends on the amount of ports in the queue and the speed at which the losing carrier releases the number.

If there are problems with the ports and it is rejected for any reason (such as when a customer gives the wrong account number or misspells their details) it can take longer.

Australia benefits from some of the fastest porting in the world, in the UK it can take up to 28 days.

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*Wrasse comment: Of course the girl in the shop gave you the 'best' outcome, she just told you what you wanted to hear to make a sale.

Tenoq · 8th May 2003, 10:20 AM

Not sure about 3, but I know Telstra does their ports very quickly (usually they ask me to call back to complete a port in about 15 minutes).

However, this IS dependent on how busy they are... even more important is which provider you are porting from... Usually Optus is quite quick, tho Vodafone often has a lot of trouble approving ports (on average, they take about 20 minutes longer than Optus).

So, yes, it could be conceived that under VERY busy circumstances it would take up to a day, or even two... but it's more likely there has been a problem with your account, and they're trying to cover their tracks

Not much u can do about that!

kall · 8th May 2003, 11:39 AM

Hmm that sucks, dunno why the sales person told me otherwise. I'm porting From Virgin.

johnnyteoh · 8th May 2003, 12:44 PM

Porting depends on where you port to and where you port from. The longest it takes are 48 hours. My last port from voda to B (optus) took about 4 hours.

kall · 8th May 2003, 2:35 PM

I've just been to the shop, Three arn't porting optus until the 16th, virgin use optus' network so yeah. I told them to give me a new number because i need the phone now, i'm not gonna buy credit for the prepaid for no reason. They can't even do that because they apparantly can't stop a port half way through and if they do i'll have two contracts. I'm pissed. After signing a contract 3 days ago and still not being able to use the phone, these guys are more trouble than they are worth. If i didn't sign anything I would've pulled out by now.

Ekin · 8th May 2003, 3:04 PM

How much extra to port number?

swatson · 8th May 2003, 3:04 PM

as long as its inside porting hours thats a joke 48 HOURS what do they have monkeys clicking away or something? I mean seriously. Also the fact they missadvised you. Ring up ask for a small credit for the inconvience of not having access to your mobile phone :P even if its 5 bucks its worth the call and make your complaint heard.

kall · 8th May 2003, 3:10 PM

This is my experience with them, as I posted on another forum.

Okay I went to get a 3 phone on tuesday morning, with the intention of getting an NEC 606 I signed the contract and expected to have the phone within the hour so I went off to get lunch only to get a phone call that the provisioning centre was down and they couldn't process me until it would be fixed later that afternoon so to come back tomorrow.

Wednesday morning I come in and they still have not connected me, after waiting around for another hour to find out the provisioning centre was still down they told me it was being worked on and they would call as soon as it was ready to be picked up. 10 minutes later I get home and get a phonecall saying it's all fixed and they are doing it now so to come back in. Got there, halfway through provisioning centre is down again. They would call me back.

I went back in the afternoon to see if they were finished after not getting a phone call. Everything has provisioned ok, the number was just waiting on porting. I took the phone and was told within the next 3 hours the number would be ported.

Lunchtime today and I still can't use the phone and the number wasn't yet ported. I went back to the 3 shop and told them. Apparantly any phones using the optus network cannot be ported to Three for another week or so. Because i'm with Virgin it can't be done. I tell them to forget porting and asked for a new number. After waiting another hour I find out they can give me a new number but they can't stop the old one from porting so it's eventually going to port and i'm going to have two accounts under my name. I left and i'm going back this afternoon to see if they've worked it out.

If I hadn't signed a contract I would've pulled out yesterday as these guys have seriously been rooting me around for 3 days now. My advice is to stay away from them.

Other than that the phone (or what i can use of it without a sim) so far is fantastic!

swatson · 8th May 2003, 3:25 PM

there is a cooling off period on all Telco Contracts now by law, considering the amount off effort on your half to do a simple thing like get connected i would deffinatly be requesting compensation, in your account if things are as you desicribed i would say first month free as IN NO CHARGE what so ever. I mean how many times you been there, our customers get angry if they have to go home cause they forgot there ID and we wount just believe who they are ..... that means a total of 2 trips and they are angry.

kall · 8th May 2003, 10:18 PM

It's a prepaid service so can porting be that hard?? Really!

They are offering compensation. They should of had all major problems like this sorted out before they even started.

I went back tonight now, they are saying that optus could be ported but my porting has frozen half way and can't be fixed, they also can't give me the new number now. They don't know what's happening and neither do I. I was PROMISED i'd have a phone call from them before 6pm tonight letting me know what's happening and I still havn't. Great customer service. They only have 1000 customers to keep up with.

Julz · 10th May 2003, 12:18 AM

havent read the entire thread but....

I got the Motorola A830 3 fone and ported my optus contract fone number over and it took prolly 3hrs.

This was also on the second day the store opened here in victoria.

So i think they're spinning shit - my experiences with them havent been great, they're service is terrible because the call center is in india and the ppl there have no idea how its operating here in australia. There credit checking service is hopeless too as well as their lack of payment options.

also im having troubles sending MMS, could some1 let me know if it works?

kasar · 10th May 2003, 12:20 AM

Quote:

Originally posted by Julz
So i think they're spinning shit - my experiences with them havent been great, they're service is terrible because the call center is in india and the ppl there have no idea how its operating here in australia. There credit checking service is hopeless too as well as their lack of payment options.

also im having troubles sending MMS, could some1 let me know if it works?

you would think that with the launch of a new service primarily designed for the more advanced user they would bother getting some decent AUSTRALIAN staff. i have nothing against IT outsourcing, but when the replacement cant do a good enough job, its wrong.

Julz · 10th May 2003, 12:22 AM

Quote:

Originally posted by swatson
there is a cooling off period on all Telco Contracts now by law, considering the amount off effort on your half to do a simple thing like get connected i would deffinatly be requesting compensation, in your account if things are as you desicribed i would say first month free as IN NO CHARGE what so ever. I mean how many times you been there, our customers get angry if they have to go home cause they forgot there ID and we wount just believe who they are ..... that means a total of 2 trips and they are angry.

u dont want to here the story about how my brother tried to sign up....

basically to sum it up.... 6 trips later, 3 different stores, 6+ fone calls, 3 applications, 2 credit checks, 10days?, many hours later, numerous complaints he is now a member of the 3 network.

So if u want excellent features, cheap rates u gotta be prepared to pay with countless hours of frustration.

swatson · 10th May 2003, 7:12 PM

well i realy would like to see it get off the ground but with service like that half of the customers must just give up ....

8th May 2003, 8:58 AM	#1
kall Member Join Date: Dec 2002 Posts: 282	3 "Three" - Mobile Number Porting. How long should this take?? I have the phone, the girl in the shop yesterday told me it should only take a few hours, so I wake up this morning and still no 3 I rang there customer help line and the person I spoke too told me it had just started porting this morning and it WILL take, 48 hours???? I can't use the phone until Saturday morning. So what's the point. Does porting usually take this long or are Three just really slow?

8th May 2003, 9:18 AM	#2
Wrasse Member Join Date: May 2002 Location: Brisbane Posts: 251	The Hutchison 3 customer care adviser behind me advises me to write: The industry standard for porting is 48 hours, we have known ports to go through within 7 minutes before although this depends on the amount of ports in the queue and the speed at which the losing carrier releases the number. If there are problems with the ports and it is rejected for any reason (such as when a customer gives the wrong account number or misspells their details) it can take longer. Australia benefits from some of the fastest porting in the world, in the UK it can take up to 28 days. ----------------------------------------------------------------- Wrasse comment: Of course the girl in the shop gave you the 'best' outcome, she just told you what you wanted to hear to make a sale. Last edited by Wrasse; 8th May 2003 at 9:20 AM.*

8th May 2003, 10:18 PM	#11
kall Member Join Date: Dec 2002 Posts: 282	It's a prepaid service so can porting be that hard?? Really! They are offering compensation. They should of had all major problems like this sorted out before they even started. I went back tonight now, they are saying that optus could be ported but my porting has frozen half way and can't be fixed, they also can't give me the new number now. They don't know what's happening and neither do I. I was PROMISED i'd have a phone call from them before 6pm tonight letting me know what's happening and I still havn't. Great customer service. They only have 1000 customers to keep up with. Last edited by kall; 8th May 2003 at 10:32 PM.

8th May 2003, 10:20 AM	#3
Tenoq Member Join Date: Mar 2003 Location: Melbourne Posts: 3,672	Not sure about 3, but I know Telstra does their ports very quickly (usually they ask me to call back to complete a port in about 15 minutes). However, this IS dependent on how busy they are... even more important is which provider you are porting from... Usually Optus is quite quick, tho Vodafone often has a lot of trouble approving ports (on average, they take about 20 minutes longer than Optus). So, yes, it could be conceived that under VERY busy circumstances it would take up to a day, or even two... but it's more likely there has been a problem with your account, and they're trying to cover their tracks Not much u can do about that!

8th May 2003, 11:39 AM	#4
kall Member Join Date: Dec 2002 Posts: 282	Hmm that sucks, dunno why the sales person told me otherwise. I'm porting From Virgin.

8th May 2003, 12:44 PM	#5
johnnyteoh Member Join Date: Aug 2001 Location: Sydney Posts: 107	Porting depends on where you port to and where you port from. The longest it takes are 48 hours. My last port from voda to B (optus) took about 4 hours.

8th May 2003, 2:35 PM	#6
kall Member Join Date: Dec 2002 Posts: 282	I've just been to the shop, Three arn't porting optus until the 16th, virgin use optus' network so yeah. I told them to give me a new number because i need the phone now, i'm not gonna buy credit for the prepaid for no reason. They can't even do that because they apparantly can't stop a port half way through and if they do i'll have two contracts. I'm pissed. After signing a contract 3 days ago and still not being able to use the phone, these guys are more trouble than they are worth. If i didn't sign anything I would've pulled out by now.

8th May 2003, 3:04 PM	#7
Ekin Member Join Date: Aug 2001 Location: Melbourne City of Angels Posts: 1,278	How much extra to port number?

8th May 2003, 3:04 PM	#8
swatson Member Join Date: Jun 2001 Location: Melbourne (3145) Posts: 2,673	as long as its inside porting hours thats a joke 48 HOURS what do they have monkeys clicking away or something? I mean seriously. Also the fact they missadvised you. Ring up ask for a small credit for the inconvience of not having access to your mobile phone :P even if its 5 bucks its worth the call and make your complaint heard.

8th May 2003, 3:10 PM	#9
kall Member Join Date: Dec 2002 Posts: 282	This is my experience with them, as I posted on another forum. Okay I went to get a 3 phone on tuesday morning, with the intention of getting an NEC 606 I signed the contract and expected to have the phone within the hour so I went off to get lunch only to get a phone call that the provisioning centre was down and they couldn't process me until it would be fixed later that afternoon so to come back tomorrow. Wednesday morning I come in and they still have not connected me, after waiting around for another hour to find out the provisioning centre was still down they told me it was being worked on and they would call as soon as it was ready to be picked up. 10 minutes later I get home and get a phonecall saying it's all fixed and they are doing it now so to come back in. Got there, halfway through provisioning centre is down again. They would call me back. I went back in the afternoon to see if they were finished after not getting a phone call. Everything has provisioned ok, the number was just waiting on porting. I took the phone and was told within the next 3 hours the number would be ported. Lunchtime today and I still can't use the phone and the number wasn't yet ported. I went back to the 3 shop and told them. Apparantly any phones using the optus network cannot be ported to Three for another week or so. Because i'm with Virgin it can't be done. I tell them to forget porting and asked for a new number. After waiting another hour I find out they can give me a new number but they can't stop the old one from porting so it's eventually going to port and i'm going to have two accounts under my name. I left and i'm going back this afternoon to see if they've worked it out. If I hadn't signed a contract I would've pulled out yesterday as these guys have seriously been rooting me around for 3 days now. My advice is to stay away from them. Other than that the phone (or what i can use of it without a sim) so far is fantastic!

8th May 2003, 3:25 PM	#10
swatson Member Join Date: Jun 2001 Location: Melbourne (3145) Posts: 2,673	there is a cooling off period on all Telco Contracts now by law, considering the amount off effort on your half to do a simple thing like get connected i would deffinatly be requesting compensation, in your account if things are as you desicribed i would say first month free as IN NO CHARGE what so ever. I mean how many times you been there, our customers get angry if they have to go home cause they forgot there ID and we wount just believe who they are ..... that means a total of 2 trips and they are angry.

10th May 2003, 12:18 AM	#12
Julz Member Join Date: Jul 2001 Location: Melbourne, Victoria Posts: 2,707	havent read the entire thread but.... I got the Motorola A830 3 fone and ported my optus contract fone number over and it took prolly 3hrs. This was also on the second day the store opened here in victoria. So i think they're spinning shit - my experiences with them havent been great, they're service is terrible because the call center is in india and the ppl there have no idea how its operating here in australia. There credit checking service is hopeless too as well as their lack of payment options. also im having troubles sending MMS, could some1 let me know if it works?

10th May 2003, 7:12 PM	#15
swatson Member Join Date: Jun 2001 Location: Melbourne (3145) Posts: 2,673	well i realy would like to see it get off the ground but with service like that half of the customers must just give up ....