Solved
Need English speaking support with bringing over previous mobile number
2 years ago
Hi Telekom team,
I have signed up for a mobile pre-paid account with Telekom and want to take my previous mobile number with me. However, there is some problem with getting this mobile number. I have been talking to your support team 3 times, which unfortunately only via German and my German is not very good, and each time I have provided all the necessary information. But till now, I still receive an email from Telekom support to contact them again as they still have questions. Can you please help to connect me with an English speaking support person as I would like to get this issue solved?
Thanks and have a great day ahead!
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2 years ago
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2 years ago
Greetings @xelloss_sama
Subsequent porting of the number is not possible.
This is only possible when concluding the prepaid contract.
(translated with Google)
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2 years ago
Thanks for the info but my previous mobile number was with my company and it was a post-paid contract. My company have ended this contract and have already informed the mobile provided (1&1) that I want to take this mobile number. During my four calls with Telekom support, not once did they mention that it was not possible.
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2 years ago
Hello @xelloss_sama and welcome to the community.
I'm happy to help and explain the neccessary procedure to you.
Please complete your profile via the link in my signature and write me again after that's done. I'm going to contact you shortly after your profile is complete.
Kind regards
Malte M.
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2 years ago
Hi @Malte M. thanks for responding! Unfortunately I do not see your signature in the post above.
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2 years ago
@xelloss_sama,
thank you for your reply. Just use this link to complete your profile.
Kind regards
Malte M.
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2 years ago
@Malte M. I've filled up as much as possible. I don't have a Kundennummer yet but I have provided my Aufstragnummer instead. Hope this will help.
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2 years ago
@xelloss_sama,
thank you for the pleasant call. As discussed via phone I'm going to contact my colleagues from the business service and write you again, when I get net information.
Have a great day.
Kind regards
Malte M.
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2 years ago
Thanks @Malte M. for reaching out and helping to investigate what's going on. Hope you manage to find a solution! Cross fingers to hearing positive news from you!
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2 years ago
Good morning @xelloss_sama,
number porting has been rejected because the "customer type" is wrong.
This means you are a business customer with your current provider.
In the first step, it is now necessary for you to accept the mobile phone tariff there.
Has the contract already been terminated there?
The number can then be ported to us.
Please let me know if you have commissioned the takeover in your name.
I will then place the order again with your porting request.
(Since I'm writing with a translation program, I hope everything will be translated correctly.)
Best regards
Marita W.
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2 years ago
Thanks @Marita W. for the response. I'm sorry, but I'm not sure what you mean by "accept the mobile tariff there". Yes, the contract has been terminated and will end at 31 August. My office has already contacted the current provider that I want to take this number with me to a new provider but I can check whether they have given my name or not. Please let me know what else I need to do.
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2 years ago
@xelloss_sama,
I'm happy to explain the details to you.
On which time are you available for another call?
Kind regards
Malte M.
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2 years ago
Hi @Malte M. , thanks again for your help! I'm available to call between 10am and 2pm.
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2 years ago
@xelloss_sama,
unfortunately, your message has just reached me now. I can offer you a call today or on Friday starting from 7 PM.
Or I'll let my colleagues know and they'll get back to you earlier.
Kind regards
Malte M.
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2 years ago
Hi @Malte M. it is a bit difficult in the evening because of my toddler ☹️ Is it possible for one of your colleagues to contact me any day in the morning? Thank you so much for the help again.
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2 years ago
@xelloss_sama,
I see. I'll inform my colleagues so they can get back to you at an earlier time.
Have a good evening.
Kind regards
Malte M.
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2 years ago
Hi @Malte M. so far, no one has contacted me yet. Is it possible that we call then today between 9 and 11pm? I would really like to get this issue resolved as quick as possible. Thanks!
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2 years ago
@xelloss_sama,
I didn't reach you via phone yet unfortunately. I'm going to call again later.
Kind regards
Malte M.
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2 years ago
Sorry @Malte M. , I just missed your call! Now I'm with my phone so please call me
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2 years ago
@xelloss_sama,
thank you for another pleasant call.
I'm happy that we were able to clarify all outstanding questions and solve the issue. I have booked your new mobile phone contract as discussed and the sim card is on its way to you. As agreed, I'll get back to you in four weeks.
Have a great evening and a nice weekend.
Kind regards
Malte M.
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2 years ago
@Malte M. I need your help again! 😩 Can you please help to update my information for the ID authentication? Unfortunately, the birth year and expiry date is incorrect there so I could not proceed with the authentication. I'll give this information in my profile so can you please refer there? Thank you so much again!
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2 years ago
@xelloss_sama,
I'll be happy to correct the data. Unfortunately, I have not been able to reach you by phone so far.
On which time do you want me to call again?
Kind regards
Malte M.
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2 years ago
@Malte M. Ah again I missed your call, sorry! Can you call me around 9.30 later? Thanks!
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