[Resolved]  Tata Docomo — MNP not working

This is a complaint against the service of Tata Docomo to which [protected] was ported to. I was told that the porting has been completed on 2nd February 2011. However, since then the phone is absolutely dead - not even the tower is showing up in the mobile. I have made more than half a dozen calls to their [protected] number and have got wide range of responses at different times. Here is a list of those responses in chronological order.

1. I am sending a message about your problem and it will be set right very soon.
2. It is not working because there is no balance in the SIM. When the free talk time offer was pointed out, I was told to go to the retailer to get it.
3. The relevant papers have not come from the retailer and I was asked to chase the retailer.
4. All relevant papers have arrived - only that I shall have to dial 12525 to choose the language and then everything will work. Without the tower even that is not going through.
5. A complaint has already been booked (without my ever being aware of it) and things will get rectified by midnight.
6. Senior at the call centre told me that no complaint has been booked as yet and he finally did that with the number GCM10007911 on 7th afternoon.

Unfortunately, I cannot lodge a complaint through Tata Docomo website as it would not accept the above phone number as a valid one nor can I trace the complaint supposedly booked by their call centre as the webpage would not accept 11 characters as the complaint number.

I got two calls from their technical folks after the complaint booking.
1. First one asked me to go to Tata 'hub' to check whether the SIM has got any problem - line got disconnected.
2. Second one asked me to manually register with Docomo by using the setting in the mobile set; however, there also 'Registering ..... not allowed' response was obtained.

Meanwhile my phone is dead for last 5 days. I wonder whether I have moved from the frying pan to the fire. Hope some action is taken against inaction/inefficiency/cheating.

Hi,

I had ported my Airtel postpay number to Tata DoCoMo with the request given on 25 Jan and porting(disconnection) from Airtel side done on the night of 6th Feb. But, I was shocked when I inserted the new Tata DoCoMo sim. My phone showed SIM Registration Failed error. I tried 3 different phones (iPhone, Nokia and Sony Ericsson). All three couldn't register the SIM. So, I called up Tata DoCoMo next day. They promised to replace the SIM. But, refused to log a complaint initially. I insisted on logging a complaint and got a complaint number. It's the afternoon of 8th Feb now and the SIM still hasn't got replaced. Meanwhile, I have been noting down the "Interaction ID" and names of all customer service agents I speak to. I have been forwarding the detailed timeline and action taken/not taken by these ppl to Tata DoCoMo's nodal officer for Karnataka. But, even the Nodal officer hasn't responded to my mails. I will escalate it to the Appellete officer if the Nodel guy doesn't respond today. Then thinking of complaining to TRAI and also move Consumer Court against Tata DoCoMo.

If you are affected by this issue. Please find the details of Nodal and Appellete officers from Tata DoCoMo website and send them your complaints. Follow it up with calls to their numbers. Also, start posting reviews and complaints like this on all online forums and warn potential customers.

I think these people don't realize how serious mistake they are committing by letting the MNP users live without any mobile service for days and weeks. Lets mount pressure on them to act and don't give up till they fix it.

My Reply to a mail sent by Tata DOCOMO:

Hello,
I am afraid I am unable to recall the name of the executive that I spoke to, as I have made umpteen number of calls to your customer care service to resolve this problem and was not ware that I was suppose to keep a track of the names of all the executives that I have spoken to.
As far as the executives address is concerned, i fail to understand how can I have access to it.
Anyway I am more than willing to provide my details here below:

Name: Sakshi Gaurav
Number: [protected] (postpaid)
Unique porting code: VX 133841
Plan requested: Docomo 3g 1000
Address: D- 204 Rohan Vasantha Apartments,
Varthur Main Road, Marathalli, Bangalore- 37
Current subscriber: Vodafone
Outstanding payment: Cleared till date
Docomo sim s.no: [protected]
List of documents already submitted:
1.) Original phone bills of the past 2 months
2.) Passport size photos -2
3.) A copy of my passport as an identity and address proof.

Please note:
The port out was initially rejected from my current service provider
because of some outstanding payment, however this has been cleared now, and my existing service provider has asked me to request Docomo to re-login my MNP request, I have attempted to do that, but my request stills seems to be unprocessed.

It is very sad and pathetic to see how the customer is being constantly harassed and no concrete support has been provided to the same.



Request you to resolve this issue by tomorrow EOP, at the earliest.

Hope this issue shall be resolved without any further inconvenience.

Thanks in advance
Sakshi


On Wed, Feb 9, 2011 at 2:08 PM, <[protected]@tatadocomo.com> wrote:
Dear Customer,

Thank you for writing to us.

We are in receipt of your mail dated 07-Feb-2011 as regards MNP issue.

We request you to kindly revert with the executive details like executive name, address and contact number to whom you have given request for MNP along with the number which you want to migrate into TATA DOCOMO.

Further we request you to kindly revert with the line of confirmation whether you are interested in prepaid or postpaid.

Please write to us [protected]@tatadocomo.com for any clarification or visit us at our website www.tatadocomo.com.

Assuring you of our best services at all times.

Warm Regards,
Neha Sharma
TATA DOCOMO

Ok. So I tried the online support mentioned in the above comment. That didn't helped. What I had to do finally today was I visited one of the Tata DoCoMo centers personally and requested them to change the SIM. They sent me back with an assurance that they have raised the request and the SIM will get activated in max 3 hours. I checked with customer care after 3.5 hours and was told that the activation failed with some error. This confirmed the reason for the non activation of my SIM for last 5 days.

When I visited the service center again, they immediately replaced the SIM. They told me it was the 2nd such case today when the Tata DoCoMo SIM given to me was Duplicate/Faulty.

The new SIM is working for me. So, for now, I am happy to get back my mobile service.

I don't know the exact cause of this issue. But, I am sure lots of people who ported in to Tata DoCoMo are facing this issue.

So, if you are thinking to switching to Tata DoCoMo, please beware of such problems.

yes bjavia,

My request for MNP to Docomo is rejected by Airtel.
I think complaining to TRAI is better.