topic Re: Porting problems - PLEASE HELP!!! in Pay Monthly

Porting problems - PLEASE HELP!!!

noblehua — Mon, 21 Mar 2022 07:19:13 GMT

Hello,

I decided to move my phone number of 22 years from 3 (been with them for 15 years) to O2 last Monday (14 March). Sent the PAAC code. Received the sim on Tuesday(15th), called O2 just to understand the process and gave them the PAAC code again. My 3 sim stopped functioning around 11am Wednesday 16th, immediately changed the sim card and restarted the phone. Porting did not happen:

Wed 16th 18.17 text from O2 customer services: Ive double checked the account and your old number is still busy transferring to the new sim card

Every day call and every day they assure me it will transfer by 6pm or within 24 hours

Yesterday visited an O2 store who put me through and the customer services said it will now be 3- 5 days which will make it possibly 10 days!!

Can't use my cards online.

Can't reset any of my online memberships that are tied to the number

If people call me on my normal number they get the message:

"You have called a wrong number. Please check the number and dial again" rather than tell ing them there is a problem please call later. Try explaining that to my 92 year old mother who has alziemers - causing her huge amount of anguish every time she tries to call me.

Can't operate my business as can't tell everyone who might call me.

Absolutely at my wits end.

Re: Porting problems - PLEASE HELP!!!

pgn — Mon, 21 Mar 2022 07:42:50 GMT

Hi @noblehua - sounds like a catalogue of disasters. I am tagging in @O2Lisa, one of the Forum's O2 Advisors, to see if she can set things straight.

She should be in touch shortly, she comes in around 8am.

Good luck - watch this space.

Re: Porting problems - PLEASE HELP!!!

noblehua — Mon, 21 Mar 2022 07:56:00 GMT

Thank you SO much!

Re: Porting problems - PLEASE HELP!!!

O2Lisa — Mon, 21 Mar 2022 08:07:50 GMT

Morning all, thanks for the tag @pgn.

Sorry to hear this @noblehua, I'll message you privately and look in to this for you.

Re: Porting problems - PLEASE HELP!!!

pgn — Mon, 21 Mar 2022 08:54:14 GMT

Thank you, @O2Lisa - and @noblehua, you are in good hands now. Hope all is sorted soon.

Re: Porting problems - PLEASE HELP!!!

MartinC — Mon, 21 Mar 2022 09:01:54 GMT

I am having exactly the same problems porting from Virgin, having received my new O2 sim on 15 March. Porting has failed multiple times now and I have no idea when this will be fixed despite many calls to the help desk. My father is in hospital, I am next of kin and they have my old mobile number as their contact.

@O2Lisa - can you also take a look at my case, it would be much appreciated as I am not getting any progress with the help desk

Re: Porting problems - PLEASE HELP!!!

O2Lisa — Mon, 21 Mar 2022 11:59:56 GMT

Hi @MartinC, course I can.

I'll message you privately now so we can discuss this further.

Re: Porting problems - PLEASE HELP!!!

O2Lisa — Mon, 21 Mar 2022 12:13:14 GMT

You're welcome @pgn 😊

Re: Porting problems - PLEASE HELP!!!

noblehua — Mon, 21 Mar 2022 15:43:26 GMT

Thank you @02Lisa @pgn. Miracles do happen!

Re: Porting problems - PLEASE HELP!!!

O2Lisa — Mon, 21 Mar 2022 15:56:08 GMT

You're welcome @noblehua, have a lovely day 😊

Re: Porting problems - PLEASE HELP!!!

Benson — Thu, 24 Mar 2022 02:34:02 GMT

I can’t receive text messages after porting my number from lycamobile to O2, and this has been going on for about 5days now. Pls I need your help

Re: Porting problems - PLEASE HELP!!!

pgn — Thu, 24 Mar 2022 06:37:14 GMT

Hi @Benson - I replied to the post you made elsewhere here on the forum - keep an eye on that list this morning from about 8am. Good luck!

Re: Porting problems - PLEASE HELP!!!

Mike4349 — Wed, 02 Nov 2022 16:37:54 GMT

I am having the same problem when I tried to port my number from virgin since last Thursday, now customer services have stopped giving me any assurances and just say it will be sorted as soon as possible. This is also my main business line and is seriously affecting my business. Is there a deeper problem here with 02?

Re: Porting problems - PLEASE HELP!!!

pgn — Wed, 02 Nov 2022 17:09:49 GMT

@Mike4349 wrote:
I am having the same problem when I tried to port my number from virgin since last Thursday, now customer services have stopped giving me any assurances and just say it will be sorted as soon as possible. This is also my main business line and is seriously affecting my business. Is there a deeper problem here with 02?

Hi @Mike4349 - I am tagging @O2Emma in, please keep an eye on your PMs here, she will need some account details from you privately.

Good luck!

Re: Porting problems - PLEASE HELP!!!

O2Emma — Wed, 02 Nov 2022 18:59:03 GMT

Hi @Mike4349 I will send you a private message.

Re: Porting problems - PLEASE HELP!!!

gmarkj — Thu, 03 Nov 2022 08:13:26 GMT

We found out yesterday that there was an issue with number porting, which is outside of o2's control @Mike4349 .

See thread linked below.

https://community.o2.co.uk/t5/Pay-As-You-Go/Number-porting/m-p/1582883#M28353

Re: Porting problems - PLEASE HELP!!!

_Anna_ — Thu, 03 Nov 2022 13:12:05 GMT

Hi there, I am having the exact same issues with knock in effects into my personal and work life. I’ve been told by o2 after a lot of time on hold that they have no idea when the problem will be fixed and when my number will port over. Really not impressed with o2 so far, surely this should be a pain free process done everyday!? Any chance you’re able to help me please @O2Lisa ?
Thank you,

Anna

Re: Porting problems - PLEASE HELP!!!

Anonymous — Thu, 03 Nov 2022 13:54:33 GMT

I had the same problem with getting ported. I ended up calling O2 Customer Services and putting myself through into their WhatsApp help conversations. The lady on WhatsApp done a customer support form to get my number ported and I finally got it ported today. It really is a nuisance but if you get put to through to the right person, they seem to do a good job.

Re: Porting problems - PLEASE HELP!!!

O2Lisa — Thu, 03 Nov 2022 13:57:26 GMT

Hey @_Anna_ I am so sorry about this.
I can message you privately and look in to this for you, but depending on the status of the port it may be out of my control.
I can assure you our teams are working these cases as a priority to get it resolved as soon as possible.

Re: Porting problems - PLEASE HELP!!!

dumlovesyou — Tue, 15 Nov 2022 12:22:04 GMT

EE stopped my number, but I can't receive calls on the O2 sim card