topic Re: Number migration - NOT done, repeatedly! in Tech Support

Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 14:28:17 GMT

I'm out of contract on my current sim-only account, so I bought a completely new sim-only account with temporary#, and have phoned O2 twice now over several days to get my current O2 sim-only main# moved to the temporary# I got with the new sim-only account.

THIS HAS REPEATEDLY NOT BEEN DONE!

The old website login for my main# is dead, but the new login still has my temporary#! Also, my iPhone still shows two esims (Primary: my main# / Secondary: the temp#) but calling my main# gives message "this number is not available" or similar, while calling the temp# actually works.

How am I supposed to get this fixed, given O2 have not done the number migration repeatedly?

Complete shambles of a process moving from legacy to 360, AFAICT.

Re: Number migration - NOT done, repeatedly!

jonsie — Wed, 21 Feb 2024 14:23:13 GMT

Unfortunately you have to persist with customer service

Frustrating I know

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: Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 14:27:40 GMT

Thanks for the response, but I'm not on social media, and shouldn't have to be to get service from O2 CS agents, really.

Any other ideas? Phoning gets me stuck in endless queues for an hour plus!

Re: Number migration - NOT done, repeatedly!

Bambino — Wed, 21 Feb 2024 14:38:14 GMT

@roziepozie This is a customer community. If you don't use social media there really is no other choice than to persist with calling customer service. We are fully aware of the gross incompetence of late, but unfortunately there's nothing else we can advise you to do, short of lodging a formal complaint, but even that is taking weeks to get any response, and once a complaint is raised customer service will no longer deal with the issue:

How to Complain | Help | O2

Re: Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 14:47:07 GMT

Phoning is simply not working for technical support. This morning I tried and was on hold for 65mins without speaking to anyone, before the phone system just cut me off. Yesterday afternoon the same thing but it was an even longer 70mins.

I can't understand why there are no O2 staff in these forums who could PM users to get issues fixed? I'm sure there used to be a few months ago.

Re: Number migration - NOT done, repeatedly!

Bambino — Wed, 21 Feb 2024 14:55:08 GMT

@roziepozie You are correct. We used to have access to O2's online advisors and were able to alert them to other customer's issues, but O2 in their inimitable wisdom took that option away from us. Sadly, the only advice we can now offer is what you've had.

Re: Number migration - NOT done, repeatedly!

pgn — Wed, 21 Feb 2024 14:57:38 GMT

@roziepozie wrote:
I can't understand why there are no O2 staff in these forums who could PM users to get issues fixed? I'm sure there used to be a few months ago.

There used to be, until last July (2023) when O2 removed all the staff who used to advise here on the Forum. Again, Social Media or persist with the phone numbers open to you @roziepozie -

Re: Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 15:00:46 GMT

Omnishambles of a system.

Re: Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 15:17:44 GMT

Great, so I'm left completely unable to use my phone number nor be contacted on my phone number by other people! Yet we cannot get through to anyone at O2 to fix this.

Re: Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 16:17:19 GMT

Number migrations are clearly not working AT ALL at the moment, given several threads on this, inc. this one:

https://community.o2.co.uk/t5/Tech-Support/Phone-number-crossover/td-p/1695472/jump-to/first-unread-message

Re: Number migration - NOT done, repeatedly!

Bambino — Wed, 21 Feb 2024 16:34:04 GMT

@roziepozie O2 customer service has dropped the ball. This isn't anything new. It's been going on for some time and gets progressively worse by the day. There isn't anything anyone here can do to help. O2 doesn't monitor this site, and couldn't care less. The only thing would be to tag our community manager, but I doubt that he's in any position to help your situation along.

@Dave-O2 can you please reach out?

Re: Number migration - NOT done, repeatedly!

Dave-O2 — Wed, 21 Feb 2024 17:02:46 GMT

Thanks for the tag @Bambino

@roziepozie Can you please drop me a PM with some more details and i'll take a closer look 👍

Re: Number migration - NOT done, repeatedly!

roziepozie — Wed, 21 Feb 2024 17:29:11 GMT

@Dave-O2 wrote:
@roziepozie Can you please drop me a PM with some more details and i'll take a closer look 👍

Sent. Thanks.

EDIT: Yes, I've repeatedly turned my iPhone 15 Pro off and on again, to no avail. So migration hasn't been done, seemingly.

Re: Number migration - NOT done, repeatedly!

roziepozie — Fri, 23 Feb 2024 14:11:42 GMT

Issues finally resolved.

Many thanks Dave for your efforts in everything here (and Bambino for pinging him).

Much appreciated.

Re: Number migration - NOT done, repeatedly!

Bambino — Fri, 23 Feb 2024 15:25:16 GMT

Glad to hear you've finally gotten it sorted @roziepozie. Shouldn't have happened.

Re: Number migration - NOT done, repeatedly!

Mike1010 — Tue, 27 Feb 2024 11:15:15 GMT

Hi @Dave-O2

Same problem as @roziepozie

Tried contacting o2 CS many times since 16 Feb.

Can you help please?

Re: Number migration - NOT done, repeatedly!

gmarkj — Tue, 27 Feb 2024 11:11:54 GMT

You need to add the @ symbol @Mike1010 .

@Dave-O2 can you help?

Re: Number migration - NOT done, repeatedly!

Mike1010 — Tue, 27 Feb 2024 11:15:55 GMT

Thanks, edited my post

Re: Number migration - NOT done, repeatedly!

Dave-O2 — Tue, 27 Feb 2024 13:24:10 GMT

Thanks @gmarkj

@Mike1010 Can you please drop me a PM with some more details and I'll take a closer look.

Re: Number migration - NOT done, repeatedly!

Mike1010 — Tue, 27 Feb 2024 13:34:13 GMT

Hi.

I got a new o2 contract(new number) and old o2 number that I want to keep. Tried several times to migrate my number through O2 CS but still hasn't been done. I ve been trying since 16th of February,just to be told that everything is done wait 24h. But nothing has changed. Can you look into it please