Fix the activation system

[WearySky]

I know this is a CRAZY, WACKY idea, but how about we fix the activation system before doing ANYTHING ELSE?

Looking at the big number of activation issues people are having with the current promo, I figured it was still a small percentage.  But then I ported my mom's account over and signed up for the $120 plan (triple checked, and was charged $120+tax), only to login to self service and see that for some reason her plan is showing as a $76 voice-only plan?  

I've already contacted the mods and all that, and I've convinced my mom it'll be fixed relatively quickly (which I'm sure it will), but when you're trying to convince skeptics to switch over, and then *this* is their first experience with the system?  It's not exactly starting off on a great foot.

[MarieHelene_L]

Sorry to hear about this @WearySky 😞 

I just saw your private message - give me a couple minutes and it'll be fixed 🙂

Marie

[Rsuarez]

I just went though something similar, migrated from freedom on the $120 plan, and after activation it said I was on the $10 30 plan. And it had charged my $120 balance $10. I had to add more funds and change my plan again to the $120 promo for it to kick in.

[WearySky]

@Rsuarez - you didn't really need to do that, the mods could have fixed you up.  And I'd still contact them to make sure that nothing is messed up on your account.

And thanks @MarieHelene_L - this wasn't me passive-aggressively trying to get faster service, btw - it's a genuine concern when I see things like "making the website more mobile-friendly" taking priority over "making sure that customers can sign up for our service properly".  It's become a running joke just how bad the activation process can get with this company.

[Mary_M]

Good morning @Rsuarez,

I have taken the time to rectify everything 🙂 Please view your private messages!

Cheers,

Mary

[smp99]

Agreed

Maybe not allow any ports during activation. Make it a distinct 2 step process. Ask the question "Do you plan to later port in?" If yes, use a recycled temp number, otherwise give them a fresh number. 

I realize the current promotion requires this, but maybe that it is just not worth the aggrevation it seems to cause. I hope most or the vast majority go through fine, but based on the message boards, there are still way too many.  One would think that the errors that do pop would would get handled by simple error trapping and not cause the account to get frozen out.

[WearySky]

Yeah, I'd even settle for "catching activation errors correctly" at this point - this nonsense of "sim card gets half activated and the credit card gets charged but then nothing actually works and it doesn't create the self service account" is pretty ridiculous, and should have been at least partially fixed 6 months ago.  It's nothing new - even if you can't figure out what's *causing* the error, at least catch it so that people aren't locked out after being charged.  Basic exception handling/rollback functionality should be in place, here.