topic Re: O2 can't sort out the problem that I can't send or receive texts after migration from Virgin in Discussions & Feedback

O2 can't sort out the problem that I can't send or receive texts after migration from Virgin

RichardJ — Mon, 20 Nov 2023 10:16:12 GMT

Since I was migrated to O2 from Virgin and ported my number, I cannot send or receive texts. I have spoken to O2 customer service staff on Nov 9th, Nov 13th, Nov 15th and Nov 17th. Each time they have said that they would escalate the issue and get back to me. Each time they have failed to do so. On the last occasion, Christina 'absolutely promised' (her words) that she could contact me, after saying she would email the 'back room' who would respond within 4 hours. I'm still waiting for that response. I need to be able to receive texts from my doctor and for security checks so this is important. A very poor initial experience of O2's customer service

Re: O2 can't sort out the problem that I can't send or receive texts after migration from Virgin

pgn — Mon, 20 Nov 2023 17:11:47 GMT

You can reach out to the O2 Social Media Team on Facebook or Twitter or Instagram, @RichardJ - at the link just below. They do not drop the call, you can ping them every now and then, and they do make a difference, as I wrote about last May or so: https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Web-Top-Up-not-recognising-a-valid-O2-PAYG-number/m-p/1617196/highlight/true#M50823

Good luck!

Re: O2 can't sort out the problem that I can't send or receive texts after migration from Virgin

Oxonian — Tue, 21 Nov 2023 21:30:15 GMT

@RichardJ

If the need to "...receive texts from my doctor..." indicates a health issue, you might find this link useful :-

Accessibility & Vulnerable Customers Policy | O2

https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy

There is a link therein to a Support Request Form that you can use to contact O2 in writing.

Re: O2 can't sort out the problem that I can't send or receive texts after migration from Virgin

MI5 — Tue, 21 Nov 2023 21:43:03 GMT

The purpose of that is for deaf, blind, speech impaired etc customers.

Let's not dilute another service needlessly.

Just because someone needs a doctor does not mean that they are vulnerable.

Re: O2 can't sort out the problem that I can't send or receive texts after migration from Virgin

RichardJ — Wed, 22 Nov 2023 11:32:40 GMT

Thanks, @pgn, that's a helpful suggestion