topic Re: Number porting - processing times in Pay Monthly

Number porting - processing times

Anonymous — Sat, 22 Dec 2012 11:10:03 GMT

Hi,

How long does it take to port my number to O2 if I have PAC code ? I am porting from Three mobile.

Ofcom says it should be done within 24 hours. Practically how long does it take ? Anyone had bad experiences. Where should I complain if it takes more than 24 hours ?

Re: Number porting - processing times

anticpated — Sat, 22 Dec 2012 11:22:33 GMT

Anytime that is not a holiday or weekend is the best time. Best time would be typically Monday to Thursday. The PAC code gives each network authorisation codes to enable your telephone on their particular network.

When moving from Vodafone from O2 I had a couple of issues however mine happened over the weekend though. Hindsight and all of that though.

Re: Number porting - processing times

Anonymous — Sat, 22 Dec 2012 11:31:53 GMT

I submitted my request on 19th and asured that it will be done on 20th 6PM. When it was not done, I contacted on 21th. They said it will be done on 21st 6 PM. Again on 21st they said 24 hours more. Now they say 27th, also there is a but, it could happen in 2 hours also. Just 8 days. Wow ! great customer service.

Re: Number porting - processing times

Liquid — Sat, 22 Dec 2012 13:16:54 GMT

It's not the CS fault unfortunately. PAC is done by a central system that is linked to all networks and it is as far from fool proof as you can get.

It shouldn't be taking that long, have you queried three? See if they have actually released your account?

Re: Number porting - processing times

Anonymous — Sat, 22 Dec 2012 13:53:28 GMT

Yea, I just checked with Three. They said it has been used by O2 on Dec 19th and my contract is released.

Re: Number porting - processing times

Anonymous — Sat, 22 Dec 2012 14:10:09 GMT

Liquid :

The whole point is I am paying for O2 from Dec 19th and not using it , as my primary number is the existing one. Since O2 cannot tell when it will be ported, I am carrying two phones. That's the main issue.

I guess the inability to get this done on time is definitely O2's issue and since customer is suffering it is definitely bad customer service. What do you say ?

Re: Number porting - processing times

Liquid — Sat, 22 Dec 2012 14:33:23 GMT

Understandable. However I'm only saying that you cannot blame O2 for a system that isn't under their control.

Re: Number porting - processing times

Anonymous — Sat, 22 Dec 2012 14:49:17 GMT

When ofcom says it has to be done in 24 hours that means that it can be done and it should be done. And all operators agree to this and their systems have the capability to do it ontime. I don't think it's a big deal of work which takes this long because Ofcom initially had plans to enforce a 2 hour time period to do it. But later settled on 24 hour period because they don't want operators to miss on the deadline.

Also, technical staff at Three confirmed that the request is out of their system ( probably the centralized system) on the same day when the request was submitted. So why can't I blame O2 for this inconvinience.

Is there a place where I can complaint if an operator is not sticking to the service standards layed out by ofcom ?

Re: Number porting - processing times

Liquid — Sat, 22 Dec 2012 14:51:23 GMT

Yh ofcom, but you have to provide proof that you have attempted to resolve the issue with the carrier first.

Re: Number porting - processing times

Liquid — Sat, 22 Dec 2012 14:57:03 GMT

Just read the system doesn't work weekends or bank holidays. Sorry I wasn't aware of it;
http://community.giffgaff.com/t5/Welcome-and-News/Porting-In-explained-industry-view-plus-giffgaff-s-recent/td-p/80054

Re: Number porting - processing times

Anonymous — Sat, 22 Dec 2012 17:35:51 GMT

Thank you for the information. But still 4 full days excluding weekends and bank holidays is still unacceptable.

Re: Number porting - processing times

Anonymous — Sat, 22 Dec 2012 18:00:29 GMT

I agree 4 days is unacceptable but what I think people are trying to say is especially given that link that Liquid provided from GG is that it is not as straight forward as we would all like and that O2 can only do there part.

The fact that they have said it will now be the 27th suggests to me the issue is with the central porting company which I suspect at this time of year they are super busy.

Frustrating for you I know but other than asking for O2 to reimburse you for the delay there is not really a lot else that can be done.

Re: Number porting - processing times

Liquid — Sat, 22 Dec 2012 18:08:12 GMT

Agreed. I'd lodge a formal complaint about that.

Phone them again and hassle it shouldn't if taken this long

Re: Number porting - processing times

Anonymous — Sun, 23 Dec 2012 01:29:13 GMT

I had contacted them 5 times and even one guy said he does not know why does it take so long.

I will definitely as for the refund of the money for those 8 days. Bad thing is that I can't use my new phone on my holidays except when I am home.

Re: Number porting - processing times

adamtemp64 — Sun, 23 Dec 2012 09:26:08 GMT

I would use the complaints review service either chat if box pops up on the linked page or use the email option as you have tried all avenues http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=13668 . If that fails you do not go to ofcom you use the Ombudsman Services: Communications ofcom do not deal with consumer complaints.

Re: Number porting - processing times

anticpated — Sun, 23 Dec 2012 14:20:46 GMT

I had to contact them because I was receiving calls on SIM and able to call out on both. It was called a split service. Or as like to call it ......

Having your services set back to default like your MMS, Voicemail and things like that should hopefully fix your mobile tariff.

Re: Number porting - processing times

Anonymous — Thu, 27 Dec 2012 16:36:56 GMT

Finally, my phone number porting is complete. The funny part is that I went on a chat with O2 customer care to get a refund for 8 days, the CS guy said "Please take the sim out , clean it with a soft cloth and then put it back to your phone. The porting will be complete. " ... lol
It took, 15 mins for that guy to give me that advice when I asked a refund. I could not stop laughing .... finally I explained him again, he asked his supervisor and said they will give me a £5 refund. Eventhough I should get a bit more, I said , I am fine with it.

My start with O2 has not been very exciting but hoping to get past the hurdles and stay here for more.

Thank you everyone to for their support. O2 community is definitely better than the network

Re: Number porting - processing times

Liquid — Thu, 27 Dec 2012 16:40:44 GMT

Haha ill have to let people know that golden bit of information for sim swaps:D

Leonard/Toby can we get it stickied?

Glad your up and running:)

What's that O2 community techies should get paid you say?

Re: Number porting - processing times

Anonymous — Thu, 27 Dec 2012 20:20:46 GMT

" What's that O2 community techies should get paid you say? "

I would say they should have a "Kudos to Quid" program. So that you guys will become millionaires !

What do you say ?

Re: Number porting - processing times

Liquid — Thu, 27 Dec 2012 20:29:03 GMT

Haha I love that idea:D

I vote for it!

Never thought of that before:( guess at least I'd have a reason for whoring kudos haha