topic Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP in Tech Support

Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind — Wed, 01 Nov 2023 21:28:29 GMT

Hi everyone,

I really really need someone to help me. Since porting over to o2, I've had such a terrible experience I wish I never left Vodafone. I am using an iphone 6S.

I ported over on the 17/10, and since then I haven't been able to receive any calls or texts messages. I've lost count of the amount of times I have called about this issue, I must easily be into double digits.

Advisors have ordered new sim cards, nothing turns up, I then go to an o2 shop who give me a new sim card, but I'm still experiencing the same issues. I then call back up, go through trouble shooting, where the advisor asks me to sign out of icloud, reset network settings etc, which I do, but the problem is still there.

A ticket gets raised and I'm told a resolution will be found in 48 hours. I call back after this time, no evidence of the ticket. A new ticket is raised, again told to wait 48 hours. Ring back in 48 hours, no news, then I'm told it was never 48 hours, its 5 working days, sorry. Ticket raised again. Ring back after 5 working days, only to be told today, its 7-10 working days. I am really really at my wits end with this.

It really feels like the advisors are making it up as they go along. One even told me that they have been ringing me and texting me to get in touch about the issue, which simply isn't true as I cannot receive any calls or texts. I have provided an alternative number for them to get in touch but nobody has. I literally feel like I'm being mugged off.

As the advisor asked me to sign out of icloud, I now cannot sign back in. Why? Because it texts a code to your phone, and part of the issue I'm having is that I can't receive any texts. So I have no contacts and can't recognize any numbers to dial out. I also can't do any banking as that also relies on sending me a code via text.

I hope I'm not coming across as being dramatic here, but this is really effecting my mental health. I've been in a good place recently, but this issue and the way I have been treated has really put me in a dark place. I just need someone to take ownership of the issue and get it sorted out. I really rely on my phone and I am so isolated without it. I'm sure people have been trying to text me and it must look like I am ignoring them when the reality is I haven't been able to receive their message in the first place.

I at least have the ability to ring out and text out, but can't receive any calls or texts. Can someone please help.

I have two ticket numbers raised for this (not sure why 2 tickets have been raised). I have asked to speak to a manager several times and everytime someone fills out a form saying that I will be contacted within 24 hours and then nobody calls.

I really do not know which was to turn. It feels like nobody is listening to my issue.

My ticket numbers are:

CIT-A021567 raised on the 25/10 to the CCMT group

CIT-A021957 raised on the 27/10 to the Guru team

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

MI5 — Wed, 01 Nov 2023 22:27:04 GMT

@Chris_K @Dave-O2

Acceptable?

I think not......

Can either of you take ownership of this please?

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind — Wed, 01 Nov 2023 23:27:40 GMT

Thank you for taking the time to reply, especially this late in the evening.

@Chris_K & @Dave-O2, I will DM you both with the mobile number this relates to, and a mobile number you can contact me on should you wish to discuss. Or we can discuss over message whichever works for you. I just really need someone to help me. Thanks again MI5

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

MI5 — Wed, 01 Nov 2023 23:32:17 GMT

Good luck @Be_Kind

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind — Wed, 01 Nov 2023 23:37:15 GMT

It has been suggested to me on another thread of someone having the same issue to call customer services at around 8:10 and ask them to fully reprovision my account and number in your side. This was suggested by PGN.

Do you think I should go ahead and do this, or wait for Chris_K or Dave-O2 to get in touch? (Have DM'd them both)

Thank you again

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

MI5 — Wed, 01 Nov 2023 23:39:02 GMT

Seems pointless to me considering the number of interactions so far @Be_Kind

Hopefully our forum reps can assist you better.

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind — Wed, 01 Nov 2023 23:43:02 GMT

Yes, you're 100% right there - I should have thought of that. I will wait for Chris or Dave to get in touch. Thank you

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind_X — Thu, 02 Nov 2023 00:58:54 GMT

@Chris_K & @Dave-O2

This is @Be_Kind here, under the new username of @Be_Kind_X

This nightmare continues! I've just tried to log back on to see if there had been any replies on my thread and it is now asking for a code to let me log on, which as you have probably guessed has been text to me and I cannot receive the text due to the issue with my phone! So I have now made a different account to leave a message for you both on here to please call me on the alternative number provided in the DM I sent to you earlier, as if you DM me I won't receive it, because I can't get into my account. I'm really not having much luck with o2! Look forward to speaking to you soon.

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Dave-O2 — Thu, 02 Nov 2023 09:40:31 GMT

Thanks @MI5

@Be_Kind, @Be_Kind_X I will be following up via PM as soon as possible.

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind_X — Mon, 13 Nov 2023 11:41:36 GMT

Just an update for everyone.

It is now a month since porting over to o2 and I still have the same issue. I literally cannot take this anymore. Dealing with o2 customer services is like pulling teeth.

Thank you to Dave who has been in touch and is trying to help. I fear his enquiries are going down the same path as my existing and after being like this for a month now, I do not hold much hope.

Can anyone please tell me my rights to cancel my contract with o2. From my perspective a mobile operator should at the very minimum be providing the basic functionality of providing a network that can receive calls and texts.

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Enlli — Mon, 13 Nov 2023 11:55:16 GMT

@Dave-O2 Any update?

@Be_Kind_X You may wish at this stage to raise a formal complaint

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

As well as going via the formal route you can also try Resolver, part way down that page

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Dave-O2 — Mon, 13 Nov 2023 13:23:32 GMT

Hey @Enlli, this is still being investigated, I've also been in contact with @Be_Kind_X

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Be_Kind_X — Fri, 17 Nov 2023 13:08:31 GMT

Hi Dave,

Did you receive my last two messages? Keep getting error messages that my limit for private messages has been reached.

I REALLY NEED HELP WITH THIS

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

gmarkj — Fri, 17 Nov 2023 13:44:32 GMT

@Dave-O2 ?

Re: Ported to o2 two weeks ago, haven't been able to receive calls or texts - PLEASE HELP

Dave-O2 — Fri, 17 Nov 2023 14:43:06 GMT

Yes, I've responded to your latest PM @Be_Kind_X, @gmarkj