Hello Lebara Team,
I am writing here as a matter of extreme urgency. My old Lebara mobile number [Removed] was recently disconnected due to over a year of not topping up.
I am currently entirely locked out of my primary bank accounts and financial identity because my critical 2FA (Two-Factor Authentication) security codes are still hardcoded to this number.
Customer service over the phone told me they cannot do anything because the number is "no longer with them," and Lebara support states it has reverted to the core pool. However, live network databases and HLR lookup tools still show the number status as "Valid" and allocated to Lebara infrastructure.
This means the number is currently sitting unassigned in the 6-month network quarantine phase and has not yet been recycled or given to another person.
I completely understand standard customer service agents cannot reactivate an expired account. However, I desperately need an internal Community Manager or Technical Lead to raise a back-end engineering ticket with the Network Escalations / Number Porting Team to see if a manual override can be performed to rescue this number from quarantine before it is permanently lost.
I am more than happy to purchase a new Lebara SIM and top up immediately if the team can map this quarantined number onto it.
Please help me look into this. Thank you.
I am writing here as a matter of extreme urgency. My old Lebara mobile number [Removed] was recently disconnected due to over a year of not topping up.
I am currently entirely locked out of my primary bank accounts and financial identity because my critical 2FA (Two-Factor Authentication) security codes are still hardcoded to this number.
Customer service over the phone told me they cannot do anything because the number is "no longer with them," and Lebara support states it has reverted to the core pool. However, live network databases and HLR lookup tools still show the number status as "Valid" and allocated to Lebara infrastructure.
This means the number is currently sitting unassigned in the 6-month network quarantine phase and has not yet been recycled or given to another person.
I completely understand standard customer service agents cannot reactivate an expired account. However, I desperately need an internal Community Manager or Technical Lead to raise a back-end engineering ticket with the Network Escalations / Number Porting Team to see if a manual override can be performed to rescue this number from quarantine before it is permanently lost.
I am more than happy to purchase a new Lebara SIM and top up immediately if the team can map this quarantined number onto it.
Please help me look into this. Thank you.
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