Porting to Airmobile - a cautionary tale

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rviljoen

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Timeline of events:
- 30/9: Initiate and authorise port from Vodacom to Airmobile
- 30/9: Receive confirmation from Airmobile that port is in progress
- 1/10 (evening): Lose access to Vodacom, but no news from Afrihost to enable eSIM
- 2/10: Messaged support and was told to wait 24-48 hours from time of request to allow for port to complete
- 3/10: Followed up today and now the response is: "Our dev team not received any port in callbacks since on 30 September the port-in request are stuck. That is why it currently on port in progress we have escalated this with MTN they will advise use as soon they fix the issue they port in request will be completed"
- I clarified whether it is just my number, or all port requests. Got confirmation that it is for everyone and they are waiting on MTN.
- Sent a further escalation to the CEO email, since no port-in callbacks for 3 days seems like a major issue. Got feedback from someone monitoring his mailbox that they are aware of the issue and waiting on feedback from MTN.

I have no reason to believe that this is an Airmobile issue, but the fact that I now have to wait on MTN to fix something and I have no direct way to contact them to escalate is frustrating. Not sure if this is an issue across all MVNOs, but this is certainly the last time that I port any critical number to Airmobile.
 
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I would never even consider porting. What a systematic self inflicted fk up. They dont really care and you pin your hopes on companies' systems being properly integrated?

Yeah no
 
Enzo Matrix said:
I would never even consider porting. What a systematic self inflicted fk up. They dont really care and you pin your hopes on companies' systems being properly integrated?

Yeah no
Click to expand...
FWIW, I ported two other non-critical numbers first to test the process, and it was flawless. 3rd time unlucky though.
 
rviljoen said:
Timeline of events:
- 30/9: Initiate and authorise port from Vodacom to Airmobile
- 30/9: Receive confirmation from Airmobile that port is in progress
- 1/10 (evening): Lose access to Vodacom, but no news from Afrihost to enable eSIM
- 2/10: Messaged support and was told to wait 24-48 hours from time of request to allow for port to complete
- 3/10: Followed up today and now the response is: "Our dev team not received any port in callbacks since on 30 September the port-in request are stuck. That is why it currently on port in progress we have escalated this with MTN they will advise use as soon they fix the issue they port in request will be completed"
- I clarified whether it is just my number, or all port requests. Got confirmation that it is for everyone and they are waiting on MTN.
- Sent a further escalation to the CEO email, since no port-in callbacks for 3 days seems like a major issue. Got feedback from someone monitoring his mailbox that they are aware of the issue and waiting on feedback from MTN.

I have no reason to believe that this is an Airmobile issue, but the fact that I now have to wait on MTN to fix something and I have no direct way to contact them to escalate is frustrating. Not sure if this is an issue across all MVNOs, but this is certainly the last time that I port any critical number to Airmobile.

** Subject should read cautionary tale 🙈
Click to expand...

Hi

I edited the title for you.

We really sorry for this. An issue preventing porting callbacks to us from MTN caused many client ports to get stuck in limbo. MTN has fixed the issue and our Dev team is now working on a bulk activation fix to push the activations through. I don't have an ETA yet but I'm hopeful it's tonight.
 
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@AfriNatic Thank you. That is the first promising update I have received since contacting support about this. It's still concerning that it takes 3 days for Airmobile and MTN to find a solution to such an impactful issue. Not encouraging at all...
 
rviljoen said:
@AfriNatic Thank you. That is the first promising update I have received since contacting support about this. It's still concerning that it takes 3 days for Airmobile and MTN to find a solution to such an impactful issue. Not encouraging at all...
Click to expand...

Yes definitely. We are treating this as a P1 outage and moving as fast as we can but I totally understand that 3 days is unacceptable as you lost access to your number.
 
AfriNatic said:
Hi

I edited the title for you.

We really sorry for this. An issue preventing porting callbacks to us from MTN caused many client ports to get stuck in limbo. MTN has fixed the issue and our Dev team is now working on a bulk activation fix to push the activations through. I don't have an ETA yet but I'm hopeful it's tonight.
Click to expand...
You edited the title of the thread?
 
rviljoen said:
Timeline of events:
- 30/9: Initiate and authorise port from Vodacom to Airmobile
- 30/9: Receive confirmation from Airmobile that port is in progress
- 1/10 (evening): Lose access to Vodacom, but no news from Afrihost to enable eSIM
- 2/10: Messaged support and was told to wait 24-48 hours from time of request to allow for port to complete
- 3/10: Followed up today and now the response is: "Our dev team not received any port in callbacks since on 30 September the port-in request are stuck. That is why it currently on port in progress we have escalated this with MTN they will advise use as soon they fix the issue they port in request will be completed"
- I clarified whether it is just my number, or all port requests. Got confirmation that it is for everyone and they are waiting on MTN.
- Sent a further escalation to the CEO email, since no port-in callbacks for 3 days seems like a major issue. Got feedback from someone monitoring his mailbox that they are aware of the issue and waiting on feedback from MTN.

I have no reason to believe that this is an Airmobile issue, but the fact that I now have to wait on MTN to fix something and I have no direct way to contact them to escalate is frustrating. Not sure if this is an issue across all MVNOs, but this is certainly the last time that I port any critical number to Airmobile.
Click to expand...

Dev has pushed the fix. Please can you check if your are now connected?
 
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