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“Poor network but good customer service”

written by MJ85X on 05/12/2012

I moved to tesco mobile one week ago from vodafone. They sent me a sim card as they said and it was all fine until it was time to move my old number from vodafone to tesco mobile. That is when it became a nightmare. The whole process was supposed to happen last friday by 6pm and when I checked nothing seemed to work on friday night, so I called them from my friend's phone and they apologised and said there was a backlog and that my transfer should go through in the next 24hrs. I was a bit upset and asked why I wasn't informed of the delay, at least an email would have been nice but they weren't able to give me an answer to that. Saturday still nothing, called again and again same answer, backlog, give it 24 hrs. Sunday still nothing, again same answer. By Monday it seemed my sim card had developed a fault, this time my phone would not even detect it. Other sim cards seemed to work fine. It was extremely frustrating. I called and they said they will send another sim but I have to wait 3 days. It's been a week now and nothing yet. NO sim card, no network. Starting to seriously regret my decision to move to tesco mobile. I called this morning and asked for my PAC code, I think if a network can't do a number transfer right, you can't expect them to provide a good service in the long run.

Oh, and i should mention, my friend moved to tesco mobile at the same time as me, they transferred her number within one day fine, she was lucky she thought until she found out that the number transfer went through wrong. She can make calls fine from her phone but when you call or text her she won't receive any calls or texts. These still seems to go to her old network. You can still hear the old network's voicemail. I assume I could be a one-off case but two people in a row is too much of a coincidence, its more like a poor network with bad service.

One positive piece of info is that I got through to someone in customer service every time I called within 2 mins and they tried to help as much as they can but as I said you can't expect them to work miracles if the network itself isn't reliable.

I moved to Virgin mobile today, let's see how this one works out.