topic Re: Migration issues now can’t get PAC code in Tech Support

Migration issues now can’t get PAC code

Sarahp1 — Tue, 21 Nov 2023 13:48:57 GMT

Hello

I am an existing O2 customer and bought a new contract with O2 via a third party (significantly cheaper than upgrading). The result is that I have an old and new number. I want to keep my old number and was told this was possible and would be done within 24 hours.

Many many phone calls later it transpires this is not possible as the old number and new new number are on different systems. Very frustrating particularly after speaking to so many people that said it was possible.

I then asked for a PAC code for my old number so I could port it to PAYG sim with another provider then port across to O2, presumably keeping my old number in a very convoluted way. The issue now that in starting the migration process that isn’t possible they have disconnected my old phone number. Was told this would be reinstated by this morning. It has not been. What can I do next please? My faith in O2 customer service is dwindling.

Thanks in advance!

Re: Migration issues now can’t get PAC code

jonsie — Tue, 21 Nov 2023 13:57:27 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Re: Migration issues now can’t get PAC code

Sarahp1 — Tue, 21 Nov 2023 14:00:25 GMT

Thanks I was dreading having to call them again as is getting me absolutely no-where!

Re: Migration issues now can’t get PAC code

gmarkj — Tue, 21 Nov 2023 17:36:19 GMT

Assuming this is related to old number being on old system and new one on 360, this wasn't meant to be a problem @Dave-O2 ?

Re: Migration issues now can’t get PAC code

jonsie — Tue, 21 Nov 2023 17:39:14 GMT

All very seamless....allegedly!

Re: Migration issues now can’t get PAC code

Oxonian — Tue, 21 Nov 2023 21:05:35 GMT

@jonsie

It's interesting that O2 are not the only UK MNO that are currently finding major challenges in migrating customers to a new platform.

Re: Migration issues now can’t get PAC code

Sarahp1 — Wed, 22 Nov 2023 08:19:19 GMT

Thanks for this, I can see you’ve tagged someone from O2. Are there O2 members of staff on here that can assist before I hopelessly try a complaints email? Thanks again

Re: Migration issues now can’t get PAC code

Enlli — Wed, 22 Nov 2023 09:07:47 GMT

@Sarahp1 There are no further members of staff here.

Put in your official complaint because O2 have 8 weeks to respond before ombudsman action, so the sooner the better.

Re: Migration issues now can’t get PAC code

Sarahp1 — Wed, 22 Nov 2023 09:23:14 GMT

Ok thanks very much

Re: Migration issues now can’t get PAC code

feecam — Tue, 28 Nov 2023 11:19:40 GMT

I’m having the same issue - has this been resolved for you yet?

Re: Migration issues now can’t get PAC code

Oxonian — Tue, 28 Nov 2023 19:34:18 GMT

@feecam

If you are asking that question of @Sarahp1, you need to tag her.

Re: Migration issues now can’t get PAC code

Sarahp1 — Sat, 02 Dec 2023 07:55:33 GMT

Unfortunately not, complaints email sent but they have not replied yet.

Re: Migration issues now can’t get PAC code

Oxonian — Sat, 02 Dec 2023 09:38:17 GMT

@Sarahp1

As others are interested in the outcome, please update this thread when O2 revert to you.

Re: Migration issues now can’t get PAC code

Sarahp1 — Sat, 02 Dec 2023 20:54:28 GMT

Of course, no problem (if they ever reply 😩)