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sim activation not happened despite email over 12 hours ago

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Level 3

Can anyone help please?  

 

I can't get through to TPG, they hang up with a message saying they have too many calls... and to email them which I've done...

I ported my number from another provider and followed instructions to activate sim. I got a email yesterday saying sim is activated. However when I changed sim I can't make calls, send sms etc

I have taken sim out and reinserted it and thus restarted my phone and that didn't help.


Now I am thinking I made a mistake to join TPG.


27 REPLIES
Moderator

Hi @reveal31, we have received the same query on Facebook and we can see that the issue has been escalated to our Mobile Team.

 

We will keep you posted for updates as soon as it becomes available.

Level 3

Yes I was becoming increasingly frustrated so turned to facebook where I did get attention fastest and first.

A day later and I've heard no more.

 

It is quite unacceptable to be without phone access.

 

Moderator

Hi @reveal31,
 

We apologise for such inconvenience. This has been escalated to our Mobile Team. Rest assured that this will be prioritized and updates will be provided by one of our Mobile Specialists where is available.

 

Regards,

Level 3

another day with no access and no advice as to what the problem is or when it is likely to be rectified

 

and this is after you've escalated and made my issue a priority

 

what's going on?

 

 

Moderator

Hi @reveal31,

 

Our Mobile escalation team is still investigating this issue as it shows on our system that the account is already active.

 

I've chased this with them and someone will be in touch within the day via phone call or Email.

 

Kind regards,

BasilDV

Level 3

Thank you Basil

 

Does this mean the issue I'm having is different to the many other activation issues I see posted on the board?

Moderator

Hi @reveal31,

 

It may be caused by the same issue in which there was a delay in transferring your data from your previous provider to our system. However, we don't have the exact information yet as we are still waiting for the update from our Mobile escalations team.

 

They'll be in touch within the day to discuss this further with you.

 

Kind regards,

BasilDV

Level 3

NOW I AM ANGRY

 

I get an email saying I'm not answering and to call tpg...

 

I do this and the person taking the call doesn't know I have any issue with my phone, I have to explain it all to him AND then he comes back and tells me they have been calling me and I haven't been answering ...

 

 

GRRR  on the phone number that is being ported ie  a number that isn't working

 

that is beyond stupid

I am now on hold

and furious

 

YES I did provide my work landline and noone has tried to call that

Level 3

so now that the issue has been fixed all that I needed to do was take the sim out and restart the phone...am on hold again whilst a request for compensation is put in for the 4 days without access