topic Re: Unable to receive phone calls since moving to O2 in Pay Monthly

Unable to receive phone calls since moving to O2

KelvinS — Tue, 16 Dec 2025 20:55:47 GMT

I’ve come back to O2 after a brief stint on Three and something seems to have gone awry with the port. I’ve spent hours on the phone to O2 trying to get this resolved for the past 10 days and have gotten nowhere. I’ve done all the troubleshooting possible - restarting, updating my phone, resetting my network settings, etc. I’ve even been to an O2 store where they’ve swapped my eSIM for a physical SIM then said there was nothing more they could do.

I’ve been waiting on their network team to contact me but they keep ignoring the note customer service have left asking them to call my work number, so they just leave voicemails on my mobile number with no way for me to call them back directly. Customer service say they can’t transfer calls to them and I have to wait for them to call me. I’m at a loss, thinking I have no choice but to switch providers given this level of incompetence. I can see other people have had similar experiences so I can only guess this is related the porting process. Data, texts, visual voicemail and outgoing calls are all working ok as well as FaceTime so it’s ONLY incoming phone calls which aren’t working. I’m counting on O2 to investigate, determine the cause and resolve this. At the moment I’m thoroughly regretting coming back to O2, thinking of switching to EE.

I know this forum is primarily just fellow customers but I’m at a loss, so posting this in the hopes that someone’s else has a brilliant idea or knows of a solution I’ve missed.

Re: Unable to receive phone calls since moving to O2

MI5 — Tue, 16 Dec 2025 21:07:22 GMT

@KelvinS

Try the UK based Social Media teams. Facebook or Instagram https://www.o2.co.uk/abouto2/social-media

Re: Unable to receive phone calls since moving to O2

KelvinS — Tue, 16 Dec 2025 21:25:03 GMT

Thanks @MI5! I’ve sent them a message and received an automated reply saying they will text back within 72 hours. What’s another three days after already waiting 10!

Actively looking at other carriers, thinking they’ve breached the T&Cs so I’m within my rights to just leave, new contract notwithstanding.

Re: Unable to receive phone calls since moving to O2

MI5 — Tue, 16 Dec 2025 21:27:26 GMT

@KelvinS

Usually get good results from the SM teams so see what they can do for you.

If not, come back and we'll see what else can be done.

Re: Unable to receive phone calls since moving to O2

Enlli — Tue, 16 Dec 2025 21:27:51 GMT

You have 14 days change of mind on new contracts.

As to any T&C breaches, O2 will ignore that

Re: Unable to receive phone calls since moving to O2

jonsie — Tue, 16 Dec 2025 21:35:46 GMT

I know what I would do....

Re: Unable to receive phone calls since moving to O2

MI5 — Tue, 16 Dec 2025 21:39:43 GMT

@Enlli wrote:
As to any T&C breaches, O2 will ignore that

As they have failed to provide a service so far I believe they will have to honour a cancellation outside of 14 days. T&C's have been breached.

Re: Unable to receive phone calls since moving to O2

LV01 — Wed, 17 Dec 2025 09:44:41 GMT

I have been having the same issue. They said my number would transfer across on Friday, and nothing has happened. I am surviving on the temp number and need access to my original number since all my stuff is linked to that number! Customer services keep giving me different timelines to when it will get solved and it keeps being missed. Stressed and frustrated is an understatement

Re: Unable to receive phone calls since moving to O2

Cleoriff — Wed, 17 Dec 2025 10:15:46 GMT

@LV01

Try the social media team. If you message O2 on Facebook ( https://o2uk.co/O2CFB) or Instagram ( https://o2uk.co/O2CIG) , they may be able to help you.

Guide: How to find help & contact O2

Re: Unable to receive phone calls since moving to O2

KelvinS — Thu, 18 Dec 2025 06:49:53 GMT

Pretty disappointing isn’t it! I’ve tried the social media team too and so far, they’ve been equally unhelpful. Not sure if leaving is even an option whilst my number hasn’t been ported properly. In the meantime, over two weeks in and I’m still missing calls from anyone not FaceTiming me 😐

Re: Unable to receive phone calls since moving to O2

KelvinS — Sun, 21 Dec 2025 09:27:27 GMT

@MI5 I don’t suppose you have any other ideas or escalation methods? The SM team have not helped I’m afraid. They’ve also said that even if I want to cancel I need to wait for the Network team to resolve the matter. No one from O2 is able to do anything other than this elusive Network team it seems. Not a peep from O2 since this response from their SM team on Wednesday. No point in me continuing to call them and not even the people at the O2 store are able to do anything.

Re: Unable to receive phone calls since moving to O2

MI5 — Sun, 21 Dec 2025 10:55:46 GMT

@KelvinS

Your only other option now is to make a complaint