topic Re: Number porting - Fail - Bad new user experience in Pay Monthly

Number porting - Fail - Bad new user experience

GoPlaidMode — Mon, 26 Jul 2021 11:13:13 GMT

Hardly used the network but frustrated already!

New monthly contract purchased a month ago - with inbound number porting selected - no message to say it's failed - now I've just been billed another month from old provider because it wasn't ported in.

Just spent ages filling in an online form in the hope it will port in again - had to get a new PAC - filled it all in - this time I get an email message back saying "failed security checks"

My god - all I want to do is port the number and cancel the old contract - never had this much trouble before.

No option to chat to someone online either - I guess it's time to trail the help pages looking for a number for someone to speak with 😞

The annoying thing is I only really took this contract to keep an existing number incase I want to use it in the future, as the old contrat it was on was really high, so O2 getting money for nothing, but now wasting time chasing around or having a contract that's useless to me!

Sorry, need to vent my frustrations!

Re: Number porting - Fail - Bad new user experience

MI5 — Mon, 26 Jul 2021 11:41:46 GMT

@GoPlaidMode

You need to contact O2.
All numbers are in this guide
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

Re: Number porting - Fail - Bad new user experience

GoPlaidMode — Mon, 26 Jul 2021 12:07:16 GMT

Thank you for the advice, I called a support number from my mobile and went through with an operator, fingers crossed the number port will go through tomorrow!

Re: Number porting - Fail - Bad new user experience

MI5 — Mon, 26 Jul 2021 12:10:44 GMT

Good luck

Re: Number porting - Fail - Bad new user experience

TheresaV — Tue, 27 Jul 2021 11:09:00 GMT

Hi @GoPlaidMode did you manage to get this sorted after contacting customer services?

Re: Number porting - Fail - Bad new user experience

FlatBalloon101 — Thu, 29 Jul 2021 13:17:38 GMT

I am also having the exact same issue, and have failed the online form 10 times now due to not knowing this 'customer service' password which I can't find any information about. It's not accepting my 02 password or security answer as eing correct.

Very keen to get this sorted.

How did you get on with customer services? I can't get through at the moment