topic Re: Problems porting to O2 from Vodafone in Pay Monthly

Problems porting to O2 from Vodafone

VeeGee — Tue, 21 May 2019 07:36:41 GMT

Has anyone had problems porting O2 to Vodafone?

I bought a new iPhone with O2 on 4th May and requested my PAC from Vodafone to port my old number across on 7th May (to avoid the bank holiday weekend madness). On 9th May the port seemed to have completed as I could make calls on O2. However I soon found out I could not receive calls or texts and I called O2 customer service to try to resolve the issue.

At time of writing (08:30 on 21st May), after countless calls and countless promises it would be resolved the next day from a number of gurus I still have the same issue. They continously fail to contact me as promised to follow up.

I was told O2 have not received the RSP files from Vodafone and they were going to review with them on Friday 17th May and my service would be working that day, but it hasn't.

I chased O2 AGAIN on Monday 20th May and was told that the review would be today (21st May) and they would call me on my landline to confirm. I have also spoken to Vodafone who said they would transfer the files immediatley and call me back on my landline to confirm, but nothing!

Given the egregious service I've had so far from O2, I'm not holding my breath.

I moved from Vodafone because of the terrible service I've had from them also!

Does anyone have any advice for moving this on quickly? I need my phone working.

Re: Problems porting to O2 from Vodafone

Anonymous — Tue, 21 May 2019 07:42:15 GMT

@EmilieT can you do something

Re: Problems porting to O2 from Vodafone

EmilieT — Tue, 21 May 2019 09:06:07 GMT

to the Community @VeeGee!

I'm sorry to hear abotu your number porting issues, and I'd gladly see if I can find out more on my end. I'll send you a Private Message shortly to get a few more details

Thanks @Anonymous for the mention

Re: Problems porting to O2 from Vodafone

VeeGee — Tue, 21 May 2019 16:21:38 GMT

Thanks for the pointer @Anonymous. I have been in touch with Emilie and she has been involved to get me some attention. Unfortunately my issue is still unresolved and I don't hold out much hope that it will be resolved today despite promises from O2.

Re: Problems porting to O2 from Vodafone

VeeGee — Tue, 21 May 2019 20:51:17 GMT

Well no call back from O2.

i called in again and went through the same process trying to explain my problem to another service rep. He could do nothing except read the case notes which say that it should be fixed tomorrow and someone will call me.

It really is like Groundhog Day. I don’t see an end to this.

i have tried asking to speak to someone more senior in the hope that a manager will take some ownership and expedite a solution, but I’m told they cannot put me through to a manager.

i won’t be recommending O2 to anybody at this rate.

Re: Problems porting to O2 from Vodafone

Foddersin — Wed, 22 May 2019 03:19:51 GMT

Over the past couple of weeks I know the mobile porting service has been having issues specifically over the weekend, this is not specific to O2 as all carrier's use it to port a number, try contacting Vodafone for and update specifically ask them to contact their porting support team to see if they can assist further.

Re: Problems porting to O2 from Vodafone

Cleoriff — Wed, 22 May 2019 07:01:47 GMT

@VeeGee wrote:
Well no call back from O2.

i called in again and went through the same process trying to explain my problem to another service rep. He could do nothing except read the case notes which say that it should be fixed tomorrow and someone will call me.

It really is like Groundhog Day. I don’t see an end to this.

i have tried asking to speak to someone more senior in the hope that a manager will take some ownership and expedite a solution, but I’m told they cannot put me through to a manager.

i won’t be recommending O2 to anybody at this rate.

@EmilieT?

Re: Problems porting to O2 from Vodafone

EmilieT — Wed, 22 May 2019 07:04:46 GMT

@VeeGee I have just chased the gurus you talked to yesterday now and asked them to check the progress of your port and update you.

@Cleoriff @Foddersin Thanks both for the support and mention

Re: Problems porting to O2 from Vodafone

VeeGee — Wed, 22 May 2019 07:26:45 GMT

@Foddersin wrote:
Over the past couple of weeks I know the mobile porting service has been having issues specifically over the weekend, this is not specific to O2 as all carrier's use it to port a number, try contacting Vodafone for and update specifically ask them to contact their porting support team to see if they can assist further.

Thanks for the input @Foddersin. I contacted Vodafone and they said they would get their porting team to transfer the RSP files to O2 and call me back to confirm, but I've heard nothing. It took me 20 minutes to get through to them and the reason I left Vodafone was because of the poor service I experienced over the last 2 years.

Re: Problems porting to O2 from Vodafone

VeeGee — Wed, 22 May 2019 07:28:06 GMT

@EmilieT wrote:
@VeeGee I have just chased the gurus you talked to yesterday now and asked them to check the progress of your port and update you.

@Cleoriff @Foddersin Thanks both for the support and mention

Thanks so much @EmilieT . I know you're doing your best, I hope something positive happens today.

Re: Problems porting to O2 from Vodafone

VeeGee — Wed, 22 May 2019 14:58:55 GMT

Joanna called me and said she would get back to me with the outcome of the port review. I've herad nothing yet and to be honest the way things have been going I'll be surprised if I get a call back today. I suppose I will have to go through the whole process again tomorrow

Re: Problems porting to O2 from Vodafone

jonsie — Wed, 22 May 2019 15:02:22 GMT

@VeeGee wrote:
Joanna called me and said she would get back to me with the outcome of the port review. I've herad nothing yet and to be honest the way things have been going I'll be surprised if I get a call back today. I suppose I will have to go through the whole process again tomorrow

In my opinion that's simply not good enough. O2 need to get their finger out and sort it with Voda.

Re: Problems porting to O2 from Vodafone

VeeGee — Wed, 22 May 2019 19:00:04 GMT

No call back. Groundhog day again tomorrow.

Re: Problems porting to O2 from Vodafone

Anonymous — Wed, 22 May 2019 19:58:39 GMT

O2 very rarely call back customers

Re: Problems porting to O2 from Vodafone

EmilieT — Fri, 24 May 2019 17:07:14 GMT

@VeeGee I've just heard that everything got sorted earlier today, which is great news! In case you need anything else please don't hesitate to come back and give us a shout

Re: Problems porting to O2 from Vodafone

VeeGee — Fri, 24 May 2019 20:31:10 GMT

Yes!

A big thanks to Joanna who was a star and really stuck with it the last couple of days.

She listened to my predicament, serious personal circumstances, and when we weren’t sure how long it would take to get a resolution arranged for a basic mobile phone with a prepaid sim to be shipped to me today. Not perfect, but at least I would have a means to keep in touch with my father who’s seriously ill in hospital and my husband who in for an operation next week.

Late this afternoon my original issue was resolved and my old number fully ported over to my new iPhone. I can now receive calls and texts.

i honestly don’t think I would have had this resolved without posting on this community forum, so big thanks to EmilieT for the assistance!

I hope O2 can take a look at their customer service and make improvements, I was close to cancelling completely and I don’t know where that would have left me as I’ve had the same number for years.