topic Re: Keeping Number For New Contract? in Tech Support

Keeping Number For New O2 Contract?

pburke90 — Thu, 09 Oct 2025 15:06:50 GMT

I have a Sim Only pay monthly account but the deal I had has expired so I'm paying the standard monthly fee and can upgrade/cancel.

I have found a new SO tariff on MSE that is still with O2 and I would like to avail of. Obviously it is a better deal than O2 could ever offer me direct (I have spoken to them to confirm this).

I would like to take out the new contract and then have my old number ported over to the new contract. According to O2 customer service, they no longer do this. Is this correct or was the agent mistaken? Seems like an odd thing to no longer support.

Re: Keeping Number For New Contract?

Enlli — Thu, 09 Oct 2025 14:37:00 GMT

Not the first time we have heard this. They are supposed to migrate the number accros.

You may need to get a PAC on your old account, transfer your number to 🫠 PAYG SIM on another network, then get a PAC from them to bring the number to your new account.

@Dave-O2 have O2 really stopped this or is it CS telling porkies? (This is not the first)

Re: Keeping Number For New Contract?

TallTrees — Thu, 09 Oct 2025 14:40:58 GMT

Hello @pburke90

Of course you can take your mobile number to your next provider.

for understanding:

You need a PAC CODE SEE GUIDE ABOVE

Re: Keeping Number For New O2 Contract?

TallTrees — Thu, 09 Oct 2025 15:26:14 GMT

Deleted by TallTrees

as misunderstood post.

But as @Enlli said

Is it correct that o2 customer services

will not migrate the number in a deal o2 - o2. Good to clarify. Thank you

@Dave-O2

Re: Keeping Number For New Contract?

jonsie — Thu, 09 Oct 2025 14:57:31 GMT

It seems a very petty business decision by O2 if this is really now the case.

If this is how O2 are now going to treat loyalty by customers wishing to remain with them and stopping customers shopping around for a better deal then they don't deserve that loyalty.

Or is this yet another case of customer service failing to do what they are paid for?

Re: Keeping Number For New Contract?

pburke90 — Thu, 09 Oct 2025 15:02:00 GMT

Sorry, I should have clarified. The new Sim Only deal is still with O2 but is only available through a partner deal, not with O2 direct. But O2 have told me they no longer transfer numbers between O2 accounts which just seems odd as I have definitely had this done before.

Re: Keeping Number For New Contract?

jonsie — Thu, 09 Oct 2025 15:06:41 GMT

It's just the last six months or so that we have seen refusals posted on here

I did the same in April going through USwitch and when being redirected to the O2 website you could simply upgrade

That option was taken away shortly afterwards and you now have the messy port out port in scenario to keep your number

Re: Keeping Number For New Contract?

Enlli — Thu, 09 Oct 2025 15:07:14 GMT

@TallTrees In this case it's O2 to O2 and it's migration which CS are refusing and not for the first time.

Re: Keeping Number For New Contract?

TallTrees — Thu, 09 Oct 2025 15:09:04 GMT

@pburke90 wrote:
Sorry, I should have clarified. The new Sim Only deal is still with O2 but is only available through a partner deal, not with O2 direct. But O2 have told me they no longer transfer numbers between O2 accounts which just seems odd as I have definitely had this done before.

That could be the case then @pburke90

It is not a straight forward change to another provider.

O2 may have changed those rules.

@Dave-O2

@jonsie

@Enlli

Re: Keeping Number For New Contract?

TallTrees — Thu, 09 Oct 2025 15:13:14 GMT

Yes, @Enlli just read that, clarified by @pburke90

I suppose with this type of request O2 can change their rules.

Thank you for the information update, didn't see it in the original post.

Re: Keeping Number For New O2 Contract?

pgn — Thu, 09 Oct 2025 16:15:51 GMT

Well, I remember having to migrate my number twice - once when upgrading, and being given a 4G compatible SIM, and again when I got my first 5G-capable SIM. The first of those was done in an O2 store during an upgrade, including a handset; the other was moving my number from that 4G SIM to a newer 5G SIM when I got my first 5G-capable phone from a reseller. In both cases, my number was being moved from an older O2 SIM to a more modern one.

I imagine the need to move from VM to O2 was a similar process (not that I was ever a VM Mobile customer) as was moving from a malfunctioning SIM to a replacement SIM (done at least 3 times by others in the family, all PAYG).

This whole "nobody but O2 do upgrades on O2" smacks of a hangover from the move to 360 - there were many issues back at that time, as I recall, with the resellers (both of handsets/contracts, and of SIMO only contracts).

@Dave-O2 do you have any insight into why the only way to upgrade and stay with O2 now, in the absence of taking out an upgrade directly with O2, involves a trip around the houses, musical SIMs, if you will?

Re: Keeping Number For New O2 Contract?

MI5 — Thu, 09 Oct 2025 16:21:30 GMT

I imagine it's another method designed to discourage customers from circumventing the annual price increase.

Customer focussed and all that jazz

Re: Keeping Number For New O2 Contract?

pgn — Thu, 09 Oct 2025 16:46:49 GMT

Well, you do effectively circumvent the annual price increase, but at the expense of a much higher monthly charge for an 12M O2 SIMO from O2 vs a 12M O2 SIMO from a reseller: 50GB before Volt for £8.50, cheapest on O2 is about £19 for 3GB pre-volt

O2 offerings, as an upgrade:

Go compare SIMO (not available on Upgrade with O2)

Buy these in April, avoid any uplift for that 12-month period.

Re: Keeping Number For New O2 Contract?

MI5 — Thu, 09 Oct 2025 17:30:50 GMT

Exactly my point.

Re: Keeping Number For New O2 Contract?

Dave-O2 — Fri, 10 Oct 2025 09:13:27 GMT

Morning @Enlli, @pgn, @MI5, @TallTrees

The option to migrate your number is still available.

@pburke90 Please drop me a PM with the details involved and i will take a closer look 👍

Re: Keeping Number For New O2 Contract?

jonsie — Fri, 10 Oct 2025 09:36:07 GMT

Good to know and thank you for that @Dave-O2

So it's going to be a case of insistence and persistence with customer service

Re: Keeping Number For New O2 Contract?

Enlli — Fri, 10 Oct 2025 10:13:35 GMT

Being available on the system and being available via Customer Services seem to be two different things

Re: Keeping Number For New O2 Contract?

pgn — Fri, 10 Oct 2025 11:01:26 GMT

Good info, @Dave-O2 - please do share the actual process for this, if Migration is what is needed rather than Porting: (moving an unwanted number over onto the SIM you have with the number you want to keep:

- first section:

If moving from one Pay Monthly account to another - presumably with the same person holding an existing contract and a brand new contract with an unwanted number at thus juncture...

Re: Keeping Number For New O2 Contract?

TallTrees — Fri, 10 Oct 2025 17:58:49 GMT

Oh that's good @Dave-O2

Thanks very much for the information.

Re: Keeping Number For New O2 Contract?

TallTrees — Fri, 10 Oct 2025 18:04:45 GMT

Now that's the difficulty @Enlli

Not knowing or disconnecting line.

Seems like a very unhappy customer services department somewhere on the planet 🌎