New mobile plan but unable to access due to phone number transfer

Using /e/OS
,
1

Well, it’s been 4 days since I purchased my murena plan for my new Fairphone 6 (love it) and ported my phone number. I am in the US. I was not prompted to create an account at that time; so even though I have received a reply from Shenol (ticket 9984184), I am unable to follow his prompts to set up the eSim since there is no account associated with the mobile plan purchase. I did set up a separate murena account but do not see a way to link the two accounts via my phone number from my end. Can @Manoj or someone please help? Should I start over and just purchase another plan then get a refund? Or could someone resend the setup instructions to my murena email address possibly? The helpdesk is so slow to respond. I have two email accounts that I am unable to access (which is likely where the setup instructions are) because they require a two step verification with a phone number that is not working (since it was ported). So I have no way to communicate other than through other’s phone and emails. Not the end of the world by any stretch, but annoying and a recurrent issue it seems? Hopefully this can be resolved soon. If anyone can bump this thread to the appropriate person(s), I would really appreciate!

Regain your privacy! Adopt /e/OS the unGoogled mobile OS and online services

phone
phone427×374 173 KB

2

Hi @Ciaobellawood I am sharing the details with the helpdesk team to check and update. You should get a response later today during EU working hours.

3

Hi Manoj! Thank you for getting back to me. However, I still have not received a response from the help desk and it’s been 9 hours since your response. So now I will need to wait another day at least before I have service? Since I will be traveling soon, I need to get this settled. It might be helpful when applying for new service, if Murena prompts the customer to disable any security measures that require the phone number to be transferred or to have a backup plan not tied to that number. I should have thought that through but was unaware of how quickly my previous service would be disabled with transfer of number.

4

Shenol emailed me and helped to resolve the issue. Thank you Manoj and @Shenol for helping me to get up and running again.

5

Thanks for the feedback @Ciaobellawood. Will pass it on to the helpdesk team.

6

This topic was automatically closed after 45 hours. New replies are no longer allowed.