Vodacom to Afrihost, now can't receive Vodacom calls

[Bryn]

My dad is having this problem. He ported from Vodacom to Afrihost (MTN network) and now he can't receive calls from Vodacom customers.

He's been told by Afrihost and MTN that the problem is with Vodacom, and Vodacom are saying that they can do nothing because his number isn't on their system anymore. It's been a month of communication between all these parties, and has culminated in everyone refusing to help.

This is total bs imo, and seems like a Vodacom issue. Can anyone here lend a hand, or point me in the direction of someone else who can?

 

[RichardG]

The porting wasn't done successfully on mtn side. The routing table is forked up, port back to vodacom

 

[cobusv]

Are speaking to call center agents? I had more luck getting hold of the guys in the porting department directly..... It seems there is a issue on Vodacom side, as from what you say that issue is only when calling from the Vodacom network.. Get hold of both Vodacom and MTN porting guys and put them on conference.

 

[cavedog]

My dad is having this problem. He ported from Vodacom to Afrihost (MTN network) and now he can't receive calls from Vodacom customers.

He's been told by Afrihost and MTN that the problem is with Vodacom, and Vodacom are saying that they can do nothing because his number isn't on their system anymore. It's been a month of communication between all these parties, and has culminated in everyone refusing to help.

This is total bs imo, and seems like a Vodacom issue. Can anyone here lend a hand, or point me in the direction of someone else who can?

Call MTN Port support on 083 123 7667. They will contact Vodacom to update the routing tables.

 

[Bryn]

The porting wasn't done successfully on mtn side. The routing table is forked up, port back to vodacom

How can my dad port back to Vodacom? He's an Afrihost customer now. He wants nothing more than to be free of Vodacom.

Are speaking to call center agents? I had more luck getting hold of the guys in the porting department directly..... It seems there is a issue on Vodacom side, as from what you say that issue is only when calling from the Vodacom network.. Get hold of both Vodacom and MTN porting guys and put them on conference.

Call MTN Port support on 083 123 7667. They will contact Vodacom to update the routing tables.

My dad said he's already tried to get MTN's port support people to sort his issue out. They just shove him off and say it's a Vodacom issue and he must deal with Vodacom directly.

And of course Vodacom are saying they can't help him because his number isn't in their system.

 

[Dairyfarmer]

Fill in the Word document that ICASA will supply you. the networks then have 14 days to sort the issue out.

 

[Ockie]

What Vodacom is saying is true. He is now a Afrihost/MTN customer. They need to resolve the issue. I have sorted out quite a few of this issue, but with customers that ported to Vodacom. The network that bills you and gets you money must resolve your query, not the one that you left.

 

[Bryn]

Fill in the Word document that ICASA will supply you. the networks then have 14 days to sort the issue out.

What document? Where can I get it?

What Vodacom is saying is true. He is now a Afrihost/MTN customer. They need to resolve the issue. I have sorted out quite a few of this issue, but with customers that ported to Vodacom. The network that bills you and gets you money must resolve your query, not the one that you left.

Thanks for clarifying Ockie. Are there any specific instructions my dad could give MTN to help them on their way? He basically can't phone them anymore - they just remind him to get Vodacom to sort the issue out. And if he phones Afrihost they ask him to phone MTN due to the technical nature of the issue.

 

[Ockie]

What document? Where can I get it?



Thanks for clarifying Ockie. Are there any specific instructions my dad could give MTN to help them on their way? He basically can't phone them anymore - they just remind him to get Vodacom to sort the issue out. And if he phones Afrihost they ask him to phone MTN due to the technical nature of the issue.

I would normally just log a SR with our internal MNP support to have the routing tables updated. 24 hour working hours max and the issue would be resolved. As for the other networks, I have no idea what internal structures or procedures they follow.

 

[Geoff.D]

What Vodacom is saying is true. He is now a Afrihost/MTN customer. They need to resolve the issue. I have sorted out quite a few of this issue, but with customers that ported to Vodacom. The network that bills you and gets you money must resolve your query, not the one that you left.

So this presumably means there is a routing table error. Is it possible that the routing tables within the Vodacom network are the problem, and not in the MTN/Afrihost network?

is there nothing that Vodacom can do to check within their own system?

 

[Ockie]

So this presumably means there is a routing table error. Is it possible that the routing tables within the Vodacom network are the problem, and not in the MTN/Afrihost network?

is there nothing that Vodacom can do to check within their own system?

No. because his number belongs to another network now, they have to initiate the fix.

 

[cavedog]

So this presumably means there is a routing table error. Is it possible that the routing tables within the Vodacom network are the problem, and not in the MTN/Afrihost network?

is there nothing that Vodacom can do to check within their own system?

The problem IS with Vodacom. They did not update the routing like they should have or did but something went wrong with that specific number. It's a common problem actually and gets resolved very quickly. The thing is Vodacom won't do anything because he is no longer their customer so MTN need to ask for this to fix.

I had the same problem with MTN and MTN port support resolved the issue. The thing is MTN Port support has direct email of Vodacom port support that they email to update the routing tables.

1 day and the issue is resolved.

@Bryn if you don't come right with updating the routing tables and as a very last result you can reverse the port. The port will be reversed and your old sim and account will be activated again with your previous network. This option exists to mitigate incorrect numbers that get ported due to mistakes or number porting fraud.

Once you have reversed the port you can request a port again to a new MTN simcard if you wish there is no "waiting" period after a port has been reversed if you still want to port out.

 

[Bryn]

Thanks for the info guys. I'll let my dad know how he can approach MTN's port people again.

 

[Geoff.D]

@Cavedog, thanks for the info. I cannot accept that Vodacom cannot do something about it, if the issue lies within their network and their customers cannot get hold of a customer now on another network. There must be something that they can do to resolve the issue. I guess the problem is to know how to go about fault diagnosis. It may not be easy to do but there must be a way .

It seems a pretty drastic step to have to reverse the port and to start again ...

 

[seedat77]

@Cavedog, thanks for the info. I cannot accept that Vodacom cannot do something about it, if the issue lies within their network and their customers cannot get hold of a customer now on another network. There must be something that they can do to resolve the issue. I guess the problem is to know how to go about fault diagnosis. It may not be easy to do but there must be a way .

It seems a pretty drastic step to have to reverse the port and to start again ...

I was having major issues with FNB Connect and only got it sorted when I posted a complaint on their Facebook page and Hellopeter. Have you tried that?

 

[Dairyfarmer]

What document? Where can I get it?

On their web site

 

[Geoff.D]

So like quite a few things involving service delivery, it is more about "not wanting to" than about "it can't be done"