topic Number port not working - can't receive calls or SMS and internet not working in Pay Monthly

Number port not working - can't receive calls or SMS and internet not working

Andrei1 — Wed, 11 Nov 2020 11:49:44 GMT

hello,

I've moved over from an EE esim on the 2nd of november.

I was given an O2 esim pack and told the port will take between 24 and 48 hours.

I downloaded the eSIM on my phone (iPhone 11pro) and waited. On the 4th the e sim from EE stopped working and the O2 one seemed to work (tested by calling my wife and saw the correct number was showing and I had 4g internet)

After a couple of hours she tried to call me but couldn't get through and could only get a string of beeps like a connection error (no ring ring tone). Afterwards I tested and I couldn't receive calls or sms from anybody. After 30 min on live chat adn 20 min on the phone to customer service they said they will send me a replacement e sim pack (as I can't pop into a store because of lockdown).

I received the replacement sim on 7th of november, downloaded it but to my surprise it just showed no service. I called Customer service agai and they told me it take 24 hours to activate.

On the 9th it still showed no service so I called Customer service again and they said that there was no request to activate the esim in the system and that they will raise one and to give them 24 hours for activation.

On the 10th I had service showing O2 4G but I couldn't receive phone calls or SMS and now the 4g internet wasn't working either. I called Customer service again and they said the porting might not be completed 100% and they they will raise a form for the backroom staff to complete it and to give them 24 hours.

The last 24 hours have now passed an nothing has changed, nothing works and it's been over a week since I switched to O2 and I don't have a proper phone line yet.

I can't even describe how disappointing and awful this experience has been and I hope this is a fluke and not how O2 usually operate.

Can anybody please help me out with this?

Also I have been restarting my phone every hour hoping it will work(based on the advice from CS)

Re: Number port not working - can't receive calls or SMS and internet not working

Cleoriff — Wed, 11 Nov 2020 11:53:15 GMT

@O2Lisa @O2Daniel are you able to help @Andrei1 ?

Re: Number port not working - can't receive calls or SMS and internet not working

O2Lisa — Wed, 11 Nov 2020 12:21:36 GMT

Thanks for the tag @Cleoriff

I will private message you now @Andrei1 so we can get this sorted for you

Re: Number port not working - can't receive calls or SMS and internet not working

Cleoriff — Wed, 11 Nov 2020 12:24:13 GMT

Thanks @O2Lisa

Re: Number port not working - can't receive calls or SMS and internet not working

Weed — Sun, 22 Aug 2021 18:21:04 GMT

Exact same issue, week of not been able to receive sms and phone calls, been sent a second sim, restarted phone multiple times and reset network setting (as per service desk)

@02Lisa help

Re: Number port not working - can't receive calls or SMS and internet not working

Cleoriff — Sun, 22 Aug 2021 18:37:30 GMT

@WeedI'll tag @O2Lisa to your post. She will be on tomorrow at 8am.

Re: Number port not working - can't receive calls or SMS and internet not working

O2Lisa — Mon, 23 Aug 2021 07:06:21 GMT

Morning all, thanks for the tag @Cleoriff 😊

I'll message you privately @Weed and get this sorted for you.

Re: Number port not working - can't receive calls or SMS and internet not working

Cleoriff — Mon, 23 Aug 2021 07:12:42 GMT

Morning @O2Lisa and thanks 👍

Re: Number port not working - can't receive calls or SMS and internet not working

jonsie — Mon, 23 Aug 2021 12:44:56 GMT

Very useful putting working hours in your signature, only just noticed

Re: Number port not working - can't receive calls or SMS and internet not working

JemimahG — Mon, 13 Dec 2021 21:35:46 GMT

I cannot receive calls , send or receive texts after number port. When I call someone it works fine with the right number, but nobody can call me. Very frustrating . Can anybody help? Thanks

Re: Number port not working - can't receive calls or SMS and internet not working

jonsie — Mon, 13 Dec 2021 21:45:07 GMT

If this is an iphone

Settings >> Phone >> My number

Edit, save and then reboot the phone

Re: Number port not working - can't receive calls or SMS and internet not working

MI5 — Mon, 13 Dec 2021 21:48:57 GMT

@JemimahG wrote:
I cannot receive calls , send or receive texts after number port. When I call someone it works fine with the right number, but nobody can call me. Very frustrating . Can anybody help? Thanks

@JemimahG

Have you rebooted your phone?

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

Re: Number port not working - can't receive calls or SMS and internet not working

MJAB — Wed, 15 Dec 2021 11:10:37 GMT

Just to say I have the same problem Jemima I have spoken to customer service and the problem has been escalated to the back office

If I get any joy and certainly any advice that helps I will pass this on

MJAB

Re: Number port not working - can't receive calls or SMS and internet not working

Zman — Tue, 04 Oct 2022 12:36:12 GMT

i am having the same problem. Porting vodafone to O2 an after 4 days of the O2 contact centre promising but not deliveirng call backs with engineering team view/ managers, dropping calls and most recently deliberately hanging up!!! The last person claims it's a handset issue... which doesnt seem likely given this is a pattern. I've now been on the phone to the contact centre at o2 every day for half and hour or so, with none of the call backs promised and no ability to contact a supervisor. What do i do?