topic Re: Keep my number in Discussions & Feedback

Keep my number

Ninja333 — Mon, 01 Jul 2024 15:26:13 GMT

I have been trying to switch my number to my new sim for 3 weeks. I was clear about both sims being from O2 but under different accounts.

I was told to create a PAC code, porting was meant to happen on 10th/11th June. It failed so I contacted O2 again. They said it wasn't possible to transfer using PAC code so they would cancel it and do a transfer of ownership. I kept chasing this up as nothing was happening. Finally on 20th June both my sims were disconnected and a random number came up instead, apparently by mistake.

I have been chasing O2 for updates but get the same wait or attempts to port answers. Today however I was told my keep number has gone to virgin?

It is now day 12 without my number.

I am extremely frustrated to say the least.

Re: Keep my number

Bambino — Mon, 01 Jul 2024 15:55:59 GMT

@Ninja333 I don't know who you've been talking to, but you have been told a load of rubbish.

Migration & porting into O2 - O2 Community

If you're still not sure see this: How to find help & contact O2: A Guide - O2 Community With any luck you'll speak to someone who isn't incompetent, but there's no guarantee of that these days with O2 CS.

Re: Keep my number

Ninja333 — Mon, 01 Jul 2024 16:10:33 GMT

Thanks, I've read that and was aware PAC shouldn't have been required, but hadn't had to deal with such terrible customer service before and naively continued to be patient and listen to their confounding info..

I am still trying but face the repeated answer of wait 10 days as they are trying to sort this. I've contacted them 4 times separately today... I no longer can accept to wait further days when nothing gets done.. I've also lodged a complaint though who knows if that will go anyway towards reimbursing the stress of past 2 weeks.

Re: Keep my number

Bambino — Mon, 01 Jul 2024 16:59:25 GMT

@Ninja333 If you've lodged a complaint then no one from customer service would be able to assist you. We understand that the average time for a response from the complaints department is 8 weeks, which I'm sure is of absolutely no comfort to you.

Re: Keep my number

Ninja333 — Mon, 01 Jul 2024 17:57:05 GMT

Really?! They've not mentioned anything about complaint, just attempted and failed to 'help' in varying ways.

I emailed a complaint some days ago and told I would be contacted within 7 days.

Just to be contacted would be bliss compared to trying to talk to what feels like a brick wall.

Re: Keep my number

gmarkj — Tue, 02 Jul 2024 08:47:28 GMT

If you are moving your number from another network you need to port your number in @Ninja333

That is covered by this guide - (which has already been given).

If you are moving an o2 number from one sim to another (which begs the question - why are you doing that?) then you might want this guide -

Re: Keep my number

gmarkj — Tue, 02 Jul 2024 08:49:45 GMT

Just re-read the original post and saw the part about different accounts.

Are you taking ownership of a number that is on an account under a different name @Ninja333 ? Say from a parent's account to your own?

Then you need to call in and ask o2 to migrate your number, while you are with the person who "owns" the number currently. This is so you can request the number be moved, and the person on the other account can authorise it.

Re: Keep my number

Ninja333 — Tue, 02 Jul 2024 12:56:06 GMT

@gmarkj yeh I will use the word 'migrate' and even send the link that's been shared by you guys the next time I've got time for a long webchat. Don't want to risk missing a call by calling in today as I've received a text saying I will be updated on number transfer once it's completed. So hopefully it'll be done today and I won't have to deal with them at all anymore!

Re: Keep my number

Oxonian — Sun, 07 Jul 2024 17:28:05 GMT

Did you get your problem resolved @Ninja333 ?

Re: Keep my number

Ninja333 — Tue, 09 Jul 2024 10:26:21 GMT

Nope, PAC has now expired but they need other account holder to call in and reconnect old sim. He is annoyed at having to call in multiple times, doesn't live with me, and is also now messing around with me because my keep number is jonlonger showing in his account.

It is extremely frustrating that I am sandwiched between O2 and previous account holder when O2 admitted at least to having made a mistake when disconnecting my number yet are unable to contact previous account holder directly to rectify this. I've tried providing serial number of sim. There's evidence of multiple transfer of ownership requests..I don't even know what to do anymore other than keep requesting previous account holder to try contact one more time. O2 has just given so much wrong advice that I despair at ever getting my number back.

Re: Keep my number

Oxonian — Tue, 09 Jul 2024 19:30:20 GMT

You will appreciate @Ninja333 that this is a customer to customer community so we can only offer advice ; we are unable to access accounts or offer other direct help.

O2 have a complaints procedure :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

However, it is currently taking O2 some eight weeks to investigate and respond to complaints. In your position, I would not file a complaint as it will simply take too long.

There is occasional mention on this Community of members e-mailing O2's CEO direct and their complaint being passed to an "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details.

This community's spam filters mean that I cannot post a link to the "Tweet" - sorry - but at least you now know what you are looking for !

Please keep us informed of developments. 👍

Re: Keep my number

madasaf1sh — Tue, 09 Jul 2024 20:10:25 GMT

Dont bother with the Exec Relations team they are as much a waste of time as normal customer services, but all the op needs to do to find them is search for the CEO of VMo2 who is Lutz Scheuler which is publicly available information (VMo2's own website), he is even on twitter for godsake... and then contact him and it will get through to them...

Re: Keep my number

Ninja333 — Mon, 22 Jul 2024 20:04:21 GMT

@madasaf1sh I emailed but no reply yet. Thinking I'll have to make a twitter account at this point to contact him via that.

Customer service is still adding days of waiting time.. Now constantly being told 'number is in inappropriate state' and that it is being escalated in tech team.. Today I was told it's going to superior in tech team.. I no longer believe a word they say.