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A UPC customer has not been able to reach his brother-in-law’s mobile phone for months. Vendors blame themselves.
In November 2019, a man from the canton of Aargau switched mobile phone providers – from Swisscom to UPC. From this moment on he can no longer call his brother-in-law’s mobile phone. He dials the numbers of his friends and acquaintances without any problems, but his brother-in-law’s mobile phone has been unreachable for more than two years – for calls and text messages. His brother-in-law, on the other hand, can easily reach him.
“This phone number is unknown”
When he called, the UPC customer initially heard a ringing tone, but his brother-in-law’s mobile phone did not ring. «Later came a tape voice: The desired participant is not available at the moment. And now it says: This phone number is not known,” the person concerned tells the SRF consumer magazine “Espresso”. Why this is so has been a mystery for two years now.
UPC and Swisscom blame each other
At the beginning, the person concerned receives the information in the UPC shop that the problem is not with UPC, he should take it to his former provider Swisscom. So he goes to the Swisscom shop and is informed there that he should go to the UPC. This goes back and forth for months.
Changing your phone is useless
In autumn 2021, the brother-in-law will switch from Swisscom to Swisscom’s third-party brand “M-Budget Mobile”. He buys a new device and gets a new SIM card. But the problem remains.
The Aargau UPC customer does not give up and keeps reporting his problem. UPC – which is now called Sunrise UPC – always responds to his inquiries in a friendly manner, but still nothing happens. Therefore, the person concerned reports to the consumer magazine “Espresso” from Radio SRF.
An unsolved mystery
Sunrise UPC writes “Espresso”: “There seems to be a so-called routing problem here. Something like that can happen in individual cases in connection with number porting with all providers. » The problem can only be corrected together with the previous provider, writes Sunrise UPC. Swisscom confirmed routing problems and opened a ticket. We are confident that the problem will be solved soon.
There seems to be a so-called routing problem here. Something like this can happen in individual cases in connection with number porting with all providers.
When asked, Swisscom said the problem was with the brother-in-law. Because this is the Swisscom third-party brand “M-Budget Mobile”, nothing can be done.
The brother-in-law’s change of provider should bring a solution
Now the brother-in-law is moving back to Swisscom at the end of March. The UPC customer and his brother-in-law now have to wait another month and a half and hope that this will finally release the button on the line.