Porting Number to EE (Pay As You Go)

[DinoF]

Last Thursday, my wife's O2 Pay As You Go mobile number, was ported from O2 to EE. The process was initiated using EE's online form - entering temporary mobile number (on new sim card) , PAC code, and the number she wanted to keep (her number from O2), and then submitting the form.

The process completed on Friday and she then had her O2 number, ported over to EE. This is where ALL the problems began.......

Issue 1:  Since her number was ported from O2 (end of last week), iMessage has stopped working on her iPhone 6 (was working fine on O2).  After speaking with Apple Support last week - no amount of trouble shooting could solve this.  The service constantly just shows "Waiting for Activation" - it NEVER activates.

Issue 2: Since Monday morning, my wife's number has dropped off the EE network - she is able to make outgoing calls, but can no longer receive Incoming calls. The caller gets an automated message stating "This number is no longer in service".  She can also NOT recieve any text messages either.

I know I should be contacting EE about this and I have, trust me - the process is ongoing.

HOWEVER, EE, who have since contacted their Porting Team, to find out why the number is not working properly, now think that the issue stems from the Porting Team at O2. They are under the impression (as everything on the EE porting side looks fine) that something has not come across from the Porting Team at O2 (i.e. files or whatever else is associated to a phone number - hence the reason why iMessage fails to activate on EE but was working fine on O2).

I have been in contact with Second Line Support at EE who have advised that they have now contacted O2, ino order to try and find out if there was, and still is, indeed an error, when the phone number was released from O2.......

My question here is - is there any way anybody here at O2 (via a PM), can contact me in order for them to check the number and see if it was released properly, instead of me having to wait for a response from Second Line Support at EE who are in turn, waiting for a response from O2 first, before they can respond to me???

[jonsie]

I think you do them a disservice frankly. In 2 years I never had a problem with EE and in 20 years never a problem with BT. Things do go wrong but it's knowledge of putting things right that is the criteria of any customer service of any network or provider.

I agree though, it is up to EE to sort this out from their end.

[DinoF]

Latest update from my contact at EE today is that they are chasing the O2 Porting Team for an update if the issue lies with them.

I should have a response either today or tomorrow.

[jonsie]

Good news @DinoF and I hope they sort it for you asap. A nightmare for you and more importantly your better half.

[DinoF]

...well - NONE of my issues have been resolved yet.

I have given my contact, at EE, until 6pm today to come back with a resolution, otherwise I will be switching networks and putting in a formal complaint.

Today marks ONE WEEK and ONE DAY since my wife's number was ported to EE (HUGE MISTAKE) - this is ample time for any issues to be resolved.  

The latest update is that EE's Porting Team are still waiting for O2's Porting Team to respond to them regarding the porting process.

As I said, tonight 6pm is the deadline I have given then otherwise its bye bye EE..........

[jonsie]

NOT good then, let us know what happens.....

[MI5]

All porting is handled by a sub contract company now so it shouldn't be too difficult for the different depts to talk to each other.

[Cleoriff]

Absolutely pathetic...

[adamtemp64]

full porting process by the outside body responsiable http://www.mnposg.org.uk/Main_Documents/MNP2%20Manual%20issue%201-28.pdf

[jonsie]

My thoughts about this are correct then. 

[DinoF]

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@adamtemp64 wrote:

full porting process by the outside body responsiable http://www.mnposg.org.uk/Main_Documents/MNP2%20Manual%20issue%201-28.pdf

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...seems that O2 and EE are unable to follow that process unfortunately.