Trouble Porting Number from Lebara to Vodafone despite Buyout Payment

Vitória Coelho New member

Member since 08 March 2025

Vitória CoelhoNew member08 March 2025 00:58:18

Hi everyone,

I'm having a major issue with Lebara, and I'm hoping someone here can offer some advice.

I paid the buyout for my contract to Lebara in the begining of February 2025, which covered March and April. My original contract end date was May 1, 2025. However, Lebara has cut off my signal, and I can't port my number to Vodafone, even though I've fulfilled all contract terms and payments.

Vodafone says Lebara won't allow the porting until May 1, but my contract should be over, and I should have the right to port my number now. Also, Lebara doesn't provide a receipt or invoice for the buyout payment, the bank transfer I did. Do you know if this is even legal, please?

Lebara initially said my number would be free to port on May 1 (at the same time on chat they were saying it was free to port already), after my complaint via email they confirmed that it would be allowed on March 30, 2025. I made another complaint, but they keep repeating themselves saying the porting date still remains 30 of March 2025.

I currently have a contract on hold with Vodafone while waiting for Lebara to release my numbers. However, I am unable to terminate my Vodafone contract without paying for the full two-year term (2numbers). My only option to keep my numbers in the meantime is to purchase a monthly SIM-only bundle for approximately two months.

I already made a complaint also to ACM but has anyone else experienced a similar issue or have any insights on this situation?

Thanks for your help!

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Cynic UK/Netherlands Expert

Member since 15 September 2015

CynicUK/Netherlands Expert08 March 2025 11:21:45

8096

Hi and welcome to the Forum.

You seem to have done all that can reasonably be expected; from what you've told us, the only thing I can think of is that Lebara piggybacks on the Vodafone network, so there may be technical issues where a number is trying to exist in a place where it already resides; perhaps somebody else with relevant technical experience has something to offer.

I hope this helps.

Cynic

Expat Team

Vitória Coelho New member

Member since 08 March 2025

Vitória CoelhoNew member08 March 2025 15:20:41

Hi, thank you so much.

I'm going to ask that to both providers on chat, but this seems way deeper than that. I have several emails at the same time with different porting dates from all of them, not a single agent is saying the same thing as the other, no overlap of information, it's surreal.

In sum, I’m reading their communication, and all feels like a scam. Starting with not giving me a receipt or an invoice, to the blocking of my number and porting date.

Thank you once again, I will definitely try.