Number migration/transfer - NOT done, repeatedly!

HTang — Thu, 24 Oct 2024 23:36:11 GMT

I have been trying to migrate my O2 pay as you go number to my new O2 pay monthly sim contract.

- 18 th Oct, Transfer/migration was requested via calling to O2 CS. I was told it will be triggered with 24hours.

- 20 th Oct, migration didn't happen and I called O2. This time I was told the migration should be expected by end of 22nd Oct due to it’s over the weekend.

- 22nd Oct EOD, migration didn’t’ happen. Called 02 to check the status, the CS told me she raised an urgent request for my case and asked me to wait for 24 hours.

- 23rd Oct, EOD, migration didn’t happen. O2 CS this time proposed to raise an exception form for me to the migration team. When I ask about the request that was raised yesterday, he replied saying he can’t find the said request. (?!). I was told my issue will be followed up in 4 working hours, that is by 24th Oct 2pm.

- 24th Oct before noon, old number was cut off around noon but it still hadn’t transferred to my new sim under pay monthly plan. Called O2 again and they said it was transferring and to wait a few more hours. The transfer didn’t happen after 2pm.

What’s more, tariff got deducted from my old number (pay as you go) since it’s rolling to a new month. I was told this scenario will not happen and the outstanding balance with my old number will be transferred to my monthly plan. When I ask about this to O2, he replied saying they can’t do anything at that moment because my account details are not accessible at their end.

- It’s now 25th Oct and it’s going to be weekend soon. I’m still unable to receive SNS message or take any phone calls dialing to my old number.

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

I am confused and frustrated by the inconsistent updates provided, and also the overpromise given by your customer service. Since my old number is my essential contact number for quite some critical services including on-line banking, NHS etc. “The number you have called is unrecognized.” I am really worry that I will loss this number forever.

Re: Number migration/transfer - NOT done, repeatedly!

pgn — Fri, 25 Oct 2024 00:52:40 GMT

This is not O2 CS, @HTang - it is a Customer to Customer forum.

You need to contact O2 by phone or via X (Twitter) or Facebook. The process steps are in here: and contact numbers and Socials in here: - if you use X, use the Direct Message function and be persistent. Good luck!

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

Number migration/transfer - NOT done, repeatedly!

Re: Number migration/transfer - NOT done, repeatedly!