topic Re: Nightmare trying to port in in Pay Monthly

Nightmare trying to port in

ic21 — Tue, 28 Jan 2025 21:36:46 GMT

I transferred over to O2 from early Jan - it’s been 3 weeks but still can’t port my number in. Utter nightmare!

I’ve called the customer service multiple times and getting conflicting messages every time. Latest call most unhelpful - they only say there is a technical problem but could not explain what that is. Endless time wasted on phone call with most unhelpful customer agents only to be told all I can do is wait, and someone would call me once it is resolved. I don’t need anyone to call me if it’s resolved - I need someone to call me now to let me know what’s being done and how this will be resolved!

Hoping someone from O2 team would see this desperate cry for help.

@Dave-O2

Re: Nightmare trying to port in

MI5 — Tue, 28 Jan 2025 21:47:11 GMT

@ic21

Make contact with the social media teams.

Facebook (https://o2uk.co/O2CFB) , X (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Re: Nightmare trying to port in

ic21 — Tue, 28 Jan 2025 21:53:19 GMT

I have already done so via all the channels (X, Facebook and Instagram). I'm being told by the social media team that there is no update and all I can do is to wait.

Re: Nightmare trying to port in

pgn — Tue, 28 Jan 2025 23:15:17 GMT

They are all the same team on O2 Social Media, so pick one platform and stick with it - DM on X has worked for me. Good luck, @ic21.

Re: Nightmare trying to port in

ic21 — Wed, 29 Jan 2025 10:15:27 GMT

I have been messaging them for a week and a half now - I’m not sure what magic could social media team do because all they have been telling me is the matter is under investigation by technical team. But there’s no way that I can track progress, no further explanation and I’m not allowed to contact the technical team because they don’t provide support over phone.

I’m really out of methods now. This has been a nightmare.

Re: Nightmare trying to port in

pgn — Wed, 29 Jan 2025 10:42:32 GMT

Does the web version of MyO2 show anything as in the screenshots in the guide shared above re migration/porting, @ic21?

Link for web MyO2 here:

https://accounts.o2.co.uk/signin

Signin may work better in an Incognito tab in your browser, and the OTP may get to you if your number is still active on your previous network... Worth a try?

Re: Nightmare trying to port in

CorGre — Wed, 29 Jan 2025 11:28:21 GMT

I had this problem porting a number in... kept being told it was delayed, rejected, need new pac etc... Went into a store for something else and mentioned it and the guy put it through and it ported next day.

Perhaps ask a store if they can help.

Re: Nightmare trying to port in

Dave-O2 — Wed, 29 Jan 2025 11:29:39 GMT

Good morning @ic21

I'm sorry you're currently facing issues trying to port your number into our network.

I can take a closer look and see if I can do anything to push this along.

Please drop me a PM with the mobile numbers involved.

Re: Nightmare trying to port in

gsmith45 — Wed, 29 Jan 2025 12:39:32 GMT

My own port-in nightmare took 7 weeks to fully resolve. Initially my old number stopped working but didn't appear on my new phone for about 3 weeks, and there there was what's called a split port where the phone sort of half worked, but nobody outside of the O2 network could call or text me (including the helpdesk), and then gradually the issues got sorted. Best advice would be to use the Facebook messenger channel and then just be patient. You're in a queue with a lot of other people for port-in issues. I also wrote a complaint email, and they actually called me back after 3 weeks. And then shortly after I started getting calls from the network and faults team. Frustrating I know, but I found that no amount of chasing would make things go faster or magically connect me to a technical resource.

Re: Nightmare trying to port in

ic21 — Wed, 29 Jan 2025 19:36:26 GMT

Thanks I'll try pop in a store and see if they can help.

Re: Nightmare trying to port in

ic21 — Wed, 29 Jan 2025 19:36:40 GMT

Thanks Dave I've messaged you all the details and really hope you can help.

Re: Nightmare trying to port in

ic21 — Wed, 29 Jan 2025 19:38:16 GMT

I'm really sorry to hear this and that's the last thing I want to happen on me - totally agree on no amount of chasing would make things go faster which is utterly frustrating. I've also raised a formal complaint but no one is getting back to me despite the 7-day pledge to reply.

Re: Nightmare trying to port in

Oxonian — Thu, 30 Jan 2025 20:27:54 GMT

Our understanding @ic21 is that it is taking O2 up to eight weeks to investigate and respond to formal complaints. 👍

Re: Nightmare trying to port in

ic21 — Tue, 04 Feb 2025 00:03:23 GMT

Nightmare continues as my PAC code finally expired - and despite repeated reminders I sent to all the teams (customer service, social media, etc) which all seem to have fallen on death years - O2 drags on, procrastinates, delays and delays until my PAC code expires and I need to request a new one. Shambles.

Re: Nightmare trying to port in

Oxonian — Tue, 04 Feb 2025 19:38:02 GMT

@ic21 wrote:
Nightmare continues as my PAC code finally expired - and despite repeated reminders I sent to all the teams (customer service, social media, etc) which all seem to have fallen on death years - O2 drags on, procrastinates, delays and delays until my PAC code expires and I need to request a new one. Shambles.

At the moment @ic21, when things go wrong on O2 it can be a nightmare to get them put right.

Be persistent and good luck. 👍