topic Re: Help! Has O2 lost my mobile number? in Pay Monthly

Help! Has O2 lost my mobile number?

keith_hards — Thu, 16 Mar 2023 09:56:38 GMT

Hi all,

I am moving to O2 and ordered a sim car last week. I requested a PAC code from my old provider.

I called O2 support on Tuesday and asked to port my number from my old provider to O2.

My number has now been disconnected from my old provider, however, the new number hasn't moved across.

The number on the phone is still the number that originally came on the sim card. (It's been 2 days)

It was my understanding that it took 24 hours to move the number across with no loss of service?

This is causing me problems as I can no longer access services that use SMS authentication, such as paying online and accessing my business emails.

I'm posting here to see if I can get some urgent help resolving this.

I did call support again this morning but was worried about the competence of the person answering the call who kept reading the wrong mobile numbers back to me and said they would escalate the issue. Frankly, I don't believe they have done anything but fobbed me off as in their words "They don't know what's wrong". They seemed more interested in trying to sell me a contract, to which I told them I'll be buying nothing from O2 until they can get my number working!

I can provide details of the PAC code and both mobile numbers.

Re: Help! Has O2 lost my mobile number?

MI5 — Thu, 16 Mar 2023 09:58:46 GMT

@keith_hards

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: Help! Has O2 lost my mobile number?

Breanna — Fri, 17 Mar 2023 12:18:15 GMT

@keith_hards Were you able to get in touch with someone at O2 on social media?

Re: Help! Has O2 lost my mobile number?

Bambino — Fri, 17 Mar 2023 12:24:48 GMT

I will ask an O2 advisor to look into this. @O2Sarah- can you please assist @keith_hards?

Re: Help! Has O2 lost my mobile number?

O2Sarah- — Fri, 17 Mar 2023 12:33:40 GMT

Thanks for the tag @Bambino

@keith_hards I will send you a private message so we can look into this.

Re: Help! Has O2 lost my mobile number?

Pranav14 — Tue, 14 May 2024 20:52:42 GMT

Did you manage to resolve this? If so how did you get it done/what steps did you take/they take? How long did it take to resolve the problem?

Re: Help! Has O2 lost my mobile number?

Enlli — Tue, 14 May 2024 21:06:30 GMT

@Of who are you asking the question seeing the thread is 14 months old and they are likely not on here.

You have been answered on another thread.

I've known transfers take place in 24 to 48 hours, which is normal. I've also known some to take weeks. Every case is individual