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8/13/19
My Google Fi phone number was given away. I haven't had service since. Anyone else? 0 Recommended Answers 4 Replies 0 Upvotes
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Last edited 8/13/19
TL;DR: My active phone number was allocated to a T-Mobile customer 2 weeks ago (NOT a port attack) and Google Fi has no idea what happened. I've been trying to get answers out of Fi support for 2 weeks and haven't had service since. They don't know what's wrong and aren't very communicative at all. Now I'm being told that I need a new SIM. No one can call me. Has this happened to anyone else?

Here's exactly what happened:
  • I was using my phone just fine on the morning of July 29.
  • In the afternoon of July 29, I lost service.
  • Sadly this is common for Fi, so I contacted support on July 30. They couldn't tell me what was wrong. They told me to reset my network settings, update, reinstall the app, update the app. Three times.
  • My friends started getting replies from my phone number. Someone else had my phone number.
  • Fi support thought this was impossible since my phone number was still allocated to my account. But someone else was clearly using my phone number.
  • After three days of trying, the new owner talked to me and told me they'd gotten the number with a new phone from T-Mobile on July 29.
  • I went to T-Mobile. They determined that the number hadn't been ported in (not a number port attack). It had been marked as free on May 30 and regenerated for release on July 28. It was allocated on July 29.
  • In a three-way support call to T-Mobile and Google Fi, I was told to wait for responses from Fi on the email thread from "specialists".
  • T-Mobile called the new owner and offered them a new number, then marked my number as duplicate in their system. They then told me Fi had to call them back to sort it out.
  • I still heard nothing from Fi. I pinged the email thread. I was told it's with engineering now and they don't work weekends.
  • The next week, I don't hear from Fi for several more days. Now I'm told to get a new SIM since my SIM isn't registering. Is that because my phone has been on flight mode to save battery while I travel? No one asks. I order a new SIM as I'm told.
  • It's now been 2 weeks. I'm still waiting for a new SIM. Google Fi has not admitted to having even the faintest clue about what went wrong, let alone any fault. Google Fi has not acknowledged that I've been out of service for 2 weeks and that their response is woefully inadequate.

I'm beyond frustrated. This should have been escalated immediately, given the prevalence of number port attacks. T-Mobile could figure out what happened to my number within 30 minutes. I'm being told by Fi that they can't do anything until my SIM registers. It was working fine on the day my number was given away and evidently the fault occurred a month prior, if T-Mobile is to be believed. Do they not have logs?

Meanwhile, I can't be contacted.

Has anyone else had this issue?
All Replies (4)
8/13/19
Do you have a ticket number from conversations with support so I can escalate this
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8/13/19
Hi Arya Reais-Parsi,
 
Has a new SIM actually been ordered? You can check if one was ordered by going to the Google Store and looking at orders under your account (store.google.com, then click on your account picture in the top right and then select orders).
 
Usually support will have users place the order for a free SIM on their own. You can order a new SIM at no charge by going to the Fi site using a browser (not the Fi app) and selecting Shop and then scrolling to the bottom and selecting "Google Fi SIM".
 
I hope that helps,
-Seth
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8/13/19
@ScottG_TC My ticket number seems to be 4-6682000026991. There are a bunch of related ticket numbers on that thread.

@Sethaniel68 I ordered the SIM on August 9. I got an email that it had been shipped today.
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8/13/19
Thank you - I ahve escalated this issue for you
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