topic Re: Switch to O2 and keep my number- 2 Months delay in Pay Monthly

Switch to O2 and keep my number- 2 Months delay

Ero — Tue, 19 May 2020 19:34:32 GMT

Hi everyone,

I couldn't any similar query so decided to write it down.

I am trying to switch from 3(Three) to O2 and keep my number.

I followed all steps like I've been informed.

I collected my new sim, had PAC number from 3 (previous provider) and send it to O2

After that, I received an email says

"The request could not be completed, the following reason is given for the rejection:

Validation Exception: Sorry, the information provided for our security checks is incorrect. Please check and resubmit your request"

This email was sent on early March. I tried couple of times and keep receiving same error email.

I double checked all my personal details and everything same. I even contact to 3 to discuss this and they confirmed that all personal info is correct.

In the meantime, O2 is billing me and I ended up paying 2 bill to two different providers. I can't use O2 but still paying for the services that i can't use. I surprisingly could speak with a lady from customer services. She checked all the history, confirmed all process seems fine but couldn't solve my problem. I've been told that customer service will call me about the issue but no one called me.

I want to get this sorted and want refund for the bills that i didn't use. If I still can't swith to O2, I want to cancel it and don't want to pay extra bills.

I need some help please!

Thanks

Re: Switch to O2 and keep my number- 2 Months delay

MI5 — Tue, 19 May 2020 20:03:12 GMT

@Ero

You'll need a new PAC now as yours will have expired.

How to keep your number https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number or call O2

Re: Switch to O2 and keep my number- 2 Months delay

jonsie — Tue, 19 May 2020 20:04:24 GMT

If you requested this in March then the PAC will have expirednow so you need to request a new one from Three

Then phone O2 and give them the PAC over the phone

The best number to get through seems to be
0800 587 4005

Re: Switch to O2 and keep my number- 2 Months delay

Ero — Tue, 19 May 2020 21:26:41 GMT

Thank you i will try both

Re: Switch to O2 and keep my number- 2 Months delay

MI5 — Tue, 19 May 2020 21:31:50 GMT

Good luck

Re: Switch to O2 and keep my number- 2 Months delay

TallTrees — Wed, 20 May 2020 06:11:19 GMT

Hello @Ero
How awful so unacceptable.
Unfortunately you will need to contact o2 don't know how to tell you to be patient but in very upsetting and difficult times patience is needed in large measure.
You definitely need a proper accounting from o2.
I do hope you can get through this soon
Wishing you good luck TallTrees