Number Port-Out takes over a month?

[dcarter]

I would like to know why I cannot port my number out of this service.

I figured I would support the ideals of this company and got the US-based MVNO (T-Mobile) service setup.

I need to change this for other family reasons.

I eventually got an account number and PIN that did not work whatsoever.

I am still stuck and now I have not received any help on multiple requests.

My initial request was Feb 11 and it is now March 3.

This should be the absolute easiest thing to do for a cell carrier. Why cant i do this?

The error i receive when attempting to port out says that the phone number has “port protection” in place.

I assumed that was the point of the PIN?

DOES ANYONE know a way to generate the required port transfer PIN instead of this absolute dumpster fire of service?

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

[Tentos]

@dcarter

I am still stuck and now I have not received any help on multiple requests.

Just to be sure, how did you try to contact Murena?
Please note that this is (mainly) a community forum so that there is no real customer support here.

Still, there is the community manager @Manoj who can sometimes help: @Manoj, can you help and assist this customer somehow, e.g. by a private message so that they may forward a ticket number?

That said: Unfortunately, you are not the first with Murena MVNO problems, @dcarter A quick forum search will give you similar cases. This may still be caused by the aftermath of the Murena cloud outage.

[Manoj]

Hi @dcarter I have sent you a message. Pl respond on that and will check how to get this resolved.

[dcarter]

Because of this forum post, I received immediate help to the existing ticket (9941090).

A new PIN was generated and I was able to successfully port out my number.

You can now mark this as resolved.

I should not have to resort to complaints on a public forum (which I realize is not the support channel) in order to have a response on a help ticket.

Note to others, these generated PINs have a decay built into them so if you wait too long, then the PIN is no longer valid. This may have been what caused the initial issue because of the delays involved with the back and forth of initial request.

For those considering this company, just realize this is the kind of thing you may have to deal with in addition to the cloud outage. I was also affected by this. My online storage of (non-essential) files and photos etc were unavailable from Sept 2024 until late Feb 2025

Thank you for your responses