topic Re: Nightmare porting number from EE in Tech Support

Nightmare porting number from EE

Bdebz79 — Tue, 27 Jun 2023 19:08:31 GMT

Please can someone help me.

I got a pac code from EE to leave them.

Bought an O2 PAYG sim.

Rang O2 customer services and they said yes we can move my old number across. Asked for details and pac code etc. We complete the porting form over the phone and O2 say it will go through in 24 hours. They try to up sell a pay monthly contract which is "just a bit more than my PAYG monthly payment for more data". I say no thank you. Just want pay as you go. They eventually agree after pushing this 4 times.

4 days later nothing has happened. Ring O2 again and they say the transfer of my number failed due to a technical error. Tell me to give details again and they will do it again. Again try to up sell to an amazing 12 contract for more money. Again I say no thank you repeatedly.

Again 3 days later nothing so I ring back again am told by EE that it was a technical error again and to do the form again. We do it again over the phone. 24 hours later my EE number stopped working. Great I thought. All sorted. How wrong I was. I put my O2 sim in and find it hasn't transferred. Gave it another 24 hours turning on and off and still my EE number hadn't transferred.

I ring O2 again. They said it again was a technical error and that they need to fill the form again! I have now been without my own number for 5 days by this point.

I am disabled, waiting on urgent waiting list for surgery. I cannot log into anything online that I need as it has two step verification with my original number that doesnt now work.

I ring EE and they say that it ported over on 23/6 and is now definitely with O2. They put this in writing.

Ring back O2 and again they say to complete a form. I eventually lose the plot, explaining that I am disabled with no access to my online medical sites without my number and waiting for hospital to ring for urgent surgery. They transfer me finally to someone else. I speak to someone who says they will help and can I wait on hold while they sort it. I sit on hold for over 2 hours and eventually presume they must have forgotten about me. My son re rings O2 from his phone. Someone tells me something must have gone wrong and to end my on hold call and they will sort it. Again I get transferred. Finally someone tells me that my number is with O2 but the PAC is locked and they will sort getting it unlocked so I can have my number hopefully tonight. Very apologetic but say they will sort it. I am exhausted, worried but now relieved.

They say that do have to put me on hold but they won't make me wait long and will come back shortly. I am on hold 10 mins and then an automated voice says "you have been kicked from this conference call" before the line goes dead. At my wits end.

So I ring back again. The customer service person says they will not put me through to anyone and that if I want my number I have to agree to pay monthly for a year. I explain I do not want pay monthly and that I have a PAYG sim which I have topped up. They say that EE is at fault and the only way O2 will now transfer number is to buy into an O2 monthly contract for a year. I burst into tears and end up having to end the call.

I just don't know what to do. I cannot access my online secure sites that need the code they send to my mobile, I cannot recieve calls as my number doesn't work. Cannot receive calls from hospital, docs, home support. Cannot access online banking without my code.

Please can someone help me. Please.

Re: Nightmare porting number from EE

madasaf1sh — Tue, 27 Jun 2023 19:52:49 GMT

@Bdebz79

Looks like o2 have started to employ the same commission grabbing Virgin Media Call Centre operators, which is a shame

Let me tag @O2Ryan who is on in the morning to see if he can help, look out for a private message from him

Re: Nightmare porting number from EE

AndyMyles — Tue, 27 Jun 2023 20:05:09 GMT

I've just had the exact same thing. Tried to transfer daughter's old contract number to a new PAYG O2 SIM and customer rep kep insisting he could only do as contract - but only once the PAC code had informed him the old number was a contract. I told him no thanks - I'd have bought a contract SIM if I wanted that - and ended up being unable to transfer number as I refused to go for a contract and he refused to transfer as PAYG (if I find a contract has been set up against the credit card I topped-up the PAYG card with it's talking to the police time).It was onvious it wasn't really "the rules" that an old contract number had to stranser to a new O2 contract as he first insisted it had to be one year, which was suddenly able to drop to 6 months at a cheaper price when I kept telling him very firmly "NO!!!" to his contract nonsense. Surely it cann;t be true that a contract number can only transfer to a contract as this joker kept insisting?

Re: Nightmare porting number from EE

Bdebz79 — Tue, 27 Jun 2023 21:17:23 GMT

Thank you. Just would never have done this if I had known. It is literally making me ill.

Re: Nightmare porting number from EE

Bdebz79 — Tue, 27 Jun 2023 21:23:35 GMT

I wonder whether we had the same guy on the phone or whether it is their normal practice to force people into a contract that they don't want.

Re: Nightmare porting number from EE

MI5 — Tue, 27 Jun 2023 21:47:33 GMT

@Bdebz79 wrote:
I wonder whether we had the same guy on the phone or whether it is their normal practice to force people into a contract that they don't want.

Perfectly normal for Virgin which are now running customer service for O2.

Re: Nightmare porting number from EE

O2Ryan — Wed, 28 Jun 2023 07:46:57 GMT

thanks for the tag, ill send a private message over now.

Re: Nightmare porting number from EE

gmarkj — Wed, 28 Jun 2023 08:57:40 GMT

Going to mention @Martin-O2 and @Breanna so they can get in touch and take some details.

Refusing to help with a PAC/number port just because you are on PAYG is not on, and the advisors need some more training...

Re: Nightmare porting number from EE

Cleoriff — Wed, 28 Jun 2023 10:06:53 GMT

@gmarkj wrote:
Going to mention @Martin-O2 and @Breanna so they can get in touch and take some details.
Refusing to help with a PAC/number port just because you are on PAYG is not on, and the advisors need some more training...

Totally agree @gmarkj. Quite appalling!

Re: Nightmare porting number from EE

AndyMyles — Wed, 28 Jun 2023 11:17:28 GMT

Please keep me in the loop in any developments. I was absolutely astounded at the advisor's point-blank refusal to port my daughter's old number as PAYG.

I know this isn't an official O2 forum, but given that this seems to be customer service policy, I think this is the sort of stuff that really needs an official O2 position statement. Is it possible to get such a thing here? Though if I was them I'd be ashamed to admit to this publically if it is just a commission-grab scam.

Cheers,

Andy

Re: Nightmare porting number from EE

Bdebz79 — Wed, 28 Jun 2023 12:52:44 GMT

I have pm'd @O2Ryan

I have also rang again today. Again would not transfer me but instead told me that EE are holding my number. I informed them that I have in writing that EE ported the number. I also informed them that O2 yesterday told me that O2 DO have my number but there is a block on it at O2's end. At that point he then said ok and if I agree to a 12 month contract (different monthly amount every time they say this) they will move my number straight away. I said I don't want a contract. I then explained my serious medical situation and then he then transferred me to someone else. They took the details and then put me on hold. Still on hold now 59 minutes later...

Presuming once again that someone has just left me on hold and won't be coming back.

I am now recording the conversations. If I can't get my medicines or surgery I will take legal action.

O2 website literally states that they will port another networks pay monthly number to O2 PAYG. That is why I chose to move to O2.

This is making me ill.

Re: Nightmare porting number from EE

Bdebz79 — Wed, 28 Jun 2023 14:59:21 GMT

Update: now my temporary O2 number is no longer in service. Keep rebooting my phone but not getting anything. I now have no mobile phone access whatsoever as my old network closed my account on 23/6 so now have no working sim.

I have never in my life had issues like this.

So now as a new vulnerable customer, I can't access any online banking, medical sevices and am unable to call out or receive calls.

Feel so isolated here.

Re: Nightmare porting number from EE

Enlli — Wed, 28 Jun 2023 15:19:48 GMT

@O2Emma can you check this out for @Bdebz79 please

Re: Nightmare porting number from EE

Bdebz79 — Wed, 28 Jun 2023 15:27:02 GMT

Thanks @Enlli if @O2Emma can help I would appreciate it. My temp O2 number has just come back on. It seems if they were attempting to move my number it hasnt worked again.

I have rung O2 again and now no one answers at all. I am just sat here on hold with no one answering.

Re: Nightmare porting number from EE

O2Emma — Wed, 28 Jun 2023 15:39:40 GMT

Hi @Enlli I will pick this up thanks.

Hi @Bdebz79 I will send you a private message to look into it for you.

Re: Nightmare porting number from EE

Bdebz79 — Wed, 28 Jun 2023 15:55:55 GMT

@O2Emma I have replied to your pm.

Re: Nightmare porting number from EE

Bdebz79 — Thu, 29 Jun 2023 09:15:39 GMT

Thank you @O2Emma for sorting this, and everyone else for their help. My original number has been ported. The relief is massive to be able to access my medical accounts again and get surgery updates. So pleased.

Thank you!

Re: Nightmare porting number from EE

Bdebz79 — Thu, 29 Jun 2023 09:27:42 GMT

@AndyMyles you asked me to keep you in the loop. I spoke to @O2Emma yesterday via pm and she has managed to sort it for me. My original number has just been ported and my phone and all my online services work again now. I got absolutely nowhere with customer services over the phone so I cannot thank her enough. Hopefully she will be able to help you too.

Re: Nightmare porting number from EE

pgn — Thu, 29 Jun 2023 09:39:46 GMT

Thank you for updating, @Bdebz79 - and thank you @O2Emma for rescuing the situation when all seemed to be nothing but despair.

Re: Nightmare porting number from EE

Breanna — Thu, 29 Jun 2023 11:20:39 GMT

@Bdebz79 Glad to see this has finally been sorted for you by the invaluable @O2Emma . Thank you for keeping the post updated with your experience--I'm sorry it was that difficult to port a number.

We have escalated this to O2 who are going to take a look into what has happened.

@AndyMyles you said you were having the same issue. Have you managed to get that worked out for your daughter's number?