Cannot Transfer Mobile Number Away From TPG

[redelephant]

I'm currently trying to transfer my existing mobile phone number over to Telstra, and they report that the request keeps getting rejected after they submit it.

I've checked with Telstra support that the details I've provided are correct, so I'm not sure why it comes back as incorrect every time.

A Telstra support rep hinted that it may have something to do with the account number, although I'm taking the number directly from the TPG account pages, and I also sign in to it with the same number.

Does anybody have a clue as to what's going on?

[Anonymous]

Hi,

Thanks for raising this to us. TPG do not have control with the migration of the number going to other ISP, whilst we can have our Mobile Team to contact you to discuss details of the mobile cancellation. 

If you wish to speak with one of our Mobile Specialists, send us a Private Message with your account details (Mobile number/Customer ID) together with your best contact number and preferred time.

How do I private message (PM) in the community 

Regards,

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@redelephant wrote:

I'm currently trying to transfer my existing mobile phone number over to Telstra, and they report that the request keeps getting rejected after they submit it.

I've checked with Telstra support that the details I've provided are correct, so I'm not sure why it comes back as incorrect every time.

A Telstra support rep hinted that it may have something to do with the account number, although I'm taking the number directly from the TPG account pages, and I also sign in to it with the same number.

Does anybody have a clue as to what's going on?

---

[PeteSA]

RedElphant,  I'm having exactly the same problem and will let you know if I find a solution.   TPG are going to ring me today (Saturday)

[redelephant · Accepted solution]

I got in touch with one of TPG's support staff, and they told me that I was actually using the wrong ID for the request.

It turns out that the ID I thought I was meant to use was the old one, before TPG did a major infrastructure change and migrated to the new account website. The old ID was part of a linked account that was automatically added to the new account.

The updated information was reportedly relayed to me via email, although I will admit I probably missed it completely.

After contacting Telstra and using the new ID (Community ID from the new website) in the submission, the mobile number transfer went through after about 15 minutes.

PeteSA, you can try logging in with your mobile number or resetting your password. When I was getting support from TPG, they got me to log in to the new account portal, which showed my new ID, after resetting my password.

Thank you all for the replies.

[PeteSA]

Hi redelephant and thanks for the tip.   I assume you mean that you had success by using your "new" Customer ID/ Account Number.   If so, I'll give that another go at my local Telstra shop.

Cheers

Pete