Porting to AGL failure

[BN]

Hi

My number was ported out from TPG once we received the SIM today. Got an email and SMS saying the service is now active and all porting processes has been completed, but I am not able to get any reception on my phone, it shows SOS only and can't make or receive calls. Contacted the online support team and they can't figure out what is going on or at least I have not been told of an issue yet. I have been told to recheck every 2 hrs and it's been going on for 6 hrs now. 

Why I have been sent email saying the service is active now.

The online support team seems to be unable to provide any resolution and been told a ticket has been raised and this isn't helping.

I didn't expect such a service from such a big company it should be able to resolve issues fairly quickly and I am not sure when it will be resolved and am just not happy with it. 

I doubt I will be recommending anyone to AGL mobile if this is the service.

Thanks

[shawng]

Funnily enough we are in the same boat. 

Ported yesterday from Optus and it's been 24 hours with still no reception. 

AGL Live Chat (because I can't call) - keep telling me to wait. Yesterday it was to wait until end of day. Today - I wonder what the story is going to be. 

Seems like call centre and live chat are just filled with middlemen.. 

[Sheena_AGL]

Hi @shawng & @BN 
I am so sorry you are both experiencing this as well, I can't being to imagine how frustrating this would be.

I do want to advise we have seen that new port in requests are being activated, however Optus are not activating the sims.
I strongly recommend you contact us on our live chat platform, we can get this escalated to our networking team so they can have this resolved for you within 24 hours from when the request was raised.
Thank you, Sheena
AGL Telecommunications

[shawng]

Hi @Sheena_AGL 

I spoke to both Vinod and Mahendran on Live Chat yesterday. 

They both raised requests at 10am and 3pm specifically. 

I can't even get onto anyone via Live Chat today morning. 

Still no service.. Are you able to help? I've got two lines (both me and my wife's) that aren't able to make any calls etc. 

[BN]

Hi Sheena

I still do not have service and I am waiting on the chat with no response, we all have our regular work to do instead of chasing the things we didn't cause an issue with. If I have received an sms and email saying it has been activated and not working until now does this mean AGL do not have any options to fix the issue and wait for Optus to get it fixed, do AGL customer doesn't have any priorities when the issue is critical not being able to make calls.

Thanks 

[BN]

Hi @Sheena_AGL 

As mentioned I am in chat for half an hour no response yet. What do you think of this.

Thanks 

[Whispa]

Hello both,

I have the same issue. Ported to AGL when I received my new SIM in the mail yesterday. Received an email this morning stating the new AGL SIM was ready to go. However, it does not work, and shows either SOS or no service. My old SIM no longer works so I am completely without a number currently. Spoke to the chat team this morning who said they have escalated a ticket, and that there is a known issue with Optus not activating SIM cards. Got told to wait until 5pm today. Extremely disappointing and no real answers. The more people this happens to, the more there is a case for compensation so for their sake I hope they sort it out fast.

[BN]

I have been getting the same message from them, several tickets raised, let's hope it gets fixed today. I was on the phone call and was told they are trying to fix it, but annoying thing was that if it doesn't get fixed today it will be escalated again, this is what I do not understand isn't it already time to get this fixed with a high priority, seems there is no urgency on their end.

[AW]

Hi I have the same exactly issue and went through the same process to chat, call and raise tickets and waiting for the issue to be solved by "Optus". 

[BN · Accepted solution]

Mine just started working now