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3 months and waiting for a number change

Level 1: Joiner
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I took out a new phone contract in August 2023 with o2 and wanted to keep the number I had been using from another account (in my dad's name).  The shop advised me they couldn't do it instore and I needed to ring customer services.  I'm based in Oxfordshire and my dad (who has the original account is based in the North East).  So a lot of 3 way calls with customer service.  I think we have made about 25 calls between myself and my dad to try and resolve this transfer of number.  The original account which should have been closed following the transfer of the number (and requested by my dad) is still active and we are being charged for it. 


I can't understand why it is so difficult to move a number from and account (with o2) to a new account (with o2).  3 months is absolutely shocking.  Not to mention how we are told constantly it's being done but then isn't and how many times we are cut off when the customer service adviser thinks it's too much hassle to sort.  We were also advised that a refund would be processed for the original account as it was not our fault that it hasn't been cancelled (as it can't be until number transfer complete)....still waiting for refund and now collections team are hounding us.

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Level 94: Supreme
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Seems pointless answering as only O2 can sort this for you. and you're not getting anywhere, so try them on Social Media. Facebook ( , Twitter ( or Instagram ( or give them a call on 202 or 0344 809 0202

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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Level 94: Supreme
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Level 29: Intuitive
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Is this sorted as yet or are you still having issues ? 

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