topic Re: Phone number stopped working/Porting problem in Tech Support

Phone number stopped working/Porting problem

SimonMor — Wed, 24 Apr 2024 10:40:42 GMT

My phone number which I have been using for over 20 years has suddenly stopped working on 3rd of April and ever since I called O2 customer services everyday (I have spent a total of 38 hours on the phone to date)

Every single customer service representative kept telling me that it will be sorted out in the next 4 hours, 24 hours or 48 hours or that they will ring me back.

On the 11th of April I was told that if I take a Pay Monthly contract, they could guarantee my number would be working within 24 hours after porting it to a new number, sadly it did not. It still says on MyO2 account 'Your number *699 will be transferred to O2 on 11 April 2024.’ It is 24th of April today. I am not really sure what to do..

Re: Phone number stopped working/Porting problem

Enlli — Wed, 24 Apr 2024 12:19:01 GMT

So assume it was a PAYG which was disconnected, possibly for not topping up for some time or not making a chargable activity with in the last 6 months

Moving you onto contract was simply a way for the agent to make money.(a trick which has come over from Virgin)

Sadly we are all customers here now so we can only refer you back to O2

What you are looking for is for the number to be migrated

Re: Phone number stopped working/Porting problem

SimonMor — Wed, 24 Apr 2024 12:42:53 GMT

Thank you for your reply. I understand that there are no O2 advisors here, but I was hoping someone has been in a similar situation and sorted it out somehow as I do not see the point anymore ringing O2, I spoke to more than 10 advisors, they all kept telling lies. The number has been in constant use, regularly topped up etc so there was no reason disconnecting it.

Re: Phone number stopped working/Porting problem

Bambino — Wed, 24 Apr 2024 12:55:57 GMT

@SimonMor This is a customer community with no access to account information or the ability to alter anything for you. Sorry to say but you'll have to persevere with customer service. They're the only ones who can help you. You might get lucky and connect to someone who's competent, but there's no guarantee of that, as you've already experienced.

You can try O2 via social media if you haven't gone that route yet:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Re: Phone number stopped working/Porting problem

SimonMor — Wed, 24 Apr 2024 12:58:35 GMT

I will try social media. Thank you.

Re: Phone number stopped working/Porting problem

SimonMor — Tue, 28 May 2024 13:57:48 GMT

I am at my wits’ end with O2 customer services and really do not know what to do. It has now been 8 weeks my phone number has no network. I call O2 every single day and I am convinced that they all read everything from the script with the most repetitive phrase 'in the next 24 hours'. I have also contacted them via Instagram and it has even worse customer service. Anyone has any more suggestions please?

Re: Phone number stopped working/Porting problem

Oxonian — Wed, 29 May 2024 18:58:15 GMT

@SimonMor

The last resort from your viewpoint is to lodge a formal complaint but there are drawbacks :-

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

The problem is that once your lodge a complaint, other O2 teams will be either unable or unwilling to engage with you. And O2 are taking up to eight weeks to investigate and respond to complaints. Hence, if you complain, your issue will get resolved but it could take up to two months and you will be powerless to progress it during the interim.

Please take a day or two to think about it and, in the meantime, I am tagging @Dave-O2, the Community Manager, to establish if he has any other ideas.

Re: Phone number stopped working/Porting problem

Dave-O2 — Thu, 30 May 2024 08:26:46 GMT

Thanks for the tag @Oxonian

I'm already getting this checked out 👍

Re: Phone number stopped working/Porting problem

SimonMor — Thu, 30 May 2024 08:36:26 GMT

Thank you both.

Re: Phone number stopped working/Porting problem

imran_bham — Mon, 23 Dec 2024 13:09:00 GMT

same happened to me, a genie - o2 number ive had more than 20 years is no longer working,

how do i contact uk technical team, o2 customer service cant seem to help, must have spoken to 10 different people in different countries apart from uk....

Re: Phone number stopped working/Porting problem

pgn — Mon, 23 Dec 2024 13:13:07 GMT

@imran_bham wrote:
same happened to me, a genie - o2 number ive had more than 20 years is no longer working,
how do i contact uk technical team, o2 customer service cant seem to help, must have spoken to 10 different people in different countries apart from uk....

If you use Social Media, ping a DM or message to the O2 UK Social Media team, and keep at them periodically until an agent engages with you, @imran_bham

The links for X and FB below work well, other ways in

Good links to use:

Re: Phone number stopped working/Porting problem

Enlli — Mon, 23 Dec 2024 16:00:55 GMT

@imran_bham Doubt if anyone who posted on this thread recently seeing the latest post was 7 months ago.

Yours isn't anything to do with porting but rather too little use on a PAYG SIM.

People say 'my number' but in truth it belongs to the issuing network