topic Re: Number Still Not Ported After A Week in Pay As You Go

Number Still Not Ported After A Week

helensneha — Sun, 11 Jun 2023 17:08:47 GMT

Having an awful experience porting my number with O2 - it has been over a week and nothing works!

So far:

Provided PAC code when order was placed for new SIM - didn't work
Completed the online form for number porting - didn't work
Called customer service who apologised and confirmed port would happen next day - didn't work
Visited O2 store, told they only deal with new connections so can't access my account - they don't work
Live chatted with complaints team - didn't work
Called customer service every day the past week - every time was told midnight that day - didn't work

So far, my old Three SIM is deactivated along with my account. My O2 account does not show the correct number and I cannot access banking etc as these are attached to the original number too. I have spent hours on the phone and in store now and I still don't have my number!

It's an incredibly bad first experience with O2 and I am desperate for a solution. Please can someone help?

Re: Number Still Not Ported After A Week

pgn — Sun, 11 Jun 2023 17:20:13 GMT

@O2Sarah- can you help @helensneha tomorrow when you get a chance please? Thanks.

Re: Number Still Not Ported After A Week

conrad1 — Wed, 14 Jun 2023 16:19:37 GMT

Hey, have you managed to get this resolved? I have EXACTLY the same issue right now: https://community.o2.co.uk/t5/Pay-As-You-Go/Lost-my-number-after-switching-to-O2/td-p/1625023
Well, the only difference is I switched from GiffGaff to O2. I also visited O2 store and spoke to them over the phone, no luck... Someone reached out to me today here in private message but haven't heard back ;-/

Re: Number Still Not Ported After A Week

helensneha — Fri, 16 Jun 2023 11:46:44 GMT

Hey @conrad1 - turns out my old number had ported into a different SIM - I have that one now and it is resolved. @O2Sarah was a huge help to me over DM here so hopefully she can help you too?

Re: Number Still Not Ported After A Week

conrad1 — Fri, 16 Jun 2023 21:11:31 GMT

So I have my number back and yeah, @O2Sarah- did it! Thanks 🙂

Re: Number Still Not Ported After A Week

FromWinter — Mon, 19 Jun 2023 10:09:28 GMT

I'm unfortunately having the same issue and customer services just give promises that are never met and, while I appreciate their honesty, being told by them that "number ports usually fail to o2" is making me anxious especially when they sound like they don't really know what to do about it.

Sorry to tag directly @O2Sarah but can you please help me? I've had this number for 15 years and I cannot afford to lose it.

Re: Number Still Not Ported After A Week

FromWinter — Mon, 19 Jun 2023 10:25:20 GMT

Sorry for the double post, I think I tagged the wrong @O2Sarah-

Re: Number Still Not Ported After A Week

O2Sarah- — Mon, 19 Jun 2023 10:34:32 GMT

Thanks for the tag @FromWinter I will send you a private message so we can look into this.

Re: Number Still Not Ported After A Week

Gintare_x — Wed, 05 Jul 2023 08:12:25 GMT

Hi Sarah,

I have the same issue porting number since 24th. Customer service is no help, and my pac code valid til 8th of July. Can you please help? as I cant loose my number that i have over 14 years.

Re: Number Still Not Ported After A Week

Gintare_x — Wed, 05 Jul 2023 08:15:43 GMT

Sorry, dont think I have tagged you @O2Sarah- .

I need help porting my number. Im trying since 24th June unsuccessfully and now my pac code is expiring on 8th, customer service is no help at all. Please help.

Re: Number Still Not Ported After A Week

gmarkj — Wed, 05 Jul 2023 09:06:28 GMT

Sarah is not down to work today @Gintare_x .

We can ask @O2Helen01 to take a look as she is - can you see if you can help please Helen?

Re: Number Still Not Ported After A Week

O2Helen01 — Wed, 05 Jul 2023 09:57:38 GMT

Morning all, thanks for the tag @gmarkj . @Gintare_x I'm going to tag @O2Emma who will send you a message privately to discuss your issue further.

Re: Number Still Not Ported After A Week

O2Emma — Wed, 05 Jul 2023 10:03:18 GMT

Hi @O2Helen01 I will pick this up thanks.

Hi @Gintare_x I will send you a private message to look into it for you.

Re: Number Still Not Ported After A Week

Buggyswife — Wed, 01 Nov 2023 09:53:32 GMT

Hi,

I am having exactly the same problem. On attempt number 4 of porting now. Each time I ring customer services they tell me something else. Have now been told the port is open so will never transfer over, although previous provider have said the pac code is valid and ready to be used from their end.

How did 02 resolve this issue for you

thanks in anticipation

Re: Number Still Not Ported After A Week

Enlli — Wed, 01 Nov 2023 10:06:26 GMT

@Buggyswife These issues were often resolved by the account advisors on the Community. In July,O2 in their infinite wisdom, removed them from here, leaving just Community Members made up of customers.

Re: Number Still Not Ported After A Week

Oxonian — Wed, 01 Nov 2023 20:49:58 GMT

@Buggyswife

I think that I have made a suggestion on another thread about this issue.

Re: Number Still Not Ported After A Week

Megan2303 — Thu, 01 Aug 2024 09:51:35 GMT

Hi @O2Sarah I have a very similar issue, can you help?

Re: Number Still Not Ported After A Week

gmarkj — Thu, 01 Aug 2024 15:07:14 GMT

Sarah no longer supports the community @Megan2303 and neither does any of the other excellent customer service team.

Unfortunately this means you will need to keep trying the normal customer services routes - either call one of the numbers in the guide below, or use the social media links.