Sim swap disaster. Hating o2 right now, someone help!

[Anonymous]

ok. Here goes. So I have been with o2 many years. I had an o2 refresh contract. Let's call it contract 1 

I wanted a 6s so found a good deal via carphone warehouse with a new o2 monthly contract. I purchased this. Call it contract 2. 

I rang o2 to ask for my contract 1 to be cancelled , and my number swapped from 1 to 2, so I not have to update everyone. 

I I was on the phone for an hour! At the end of the conversation the woman said the system was too slow, when I asked to speak to a supervisor she hung up on me! I then rang back again, got through to a lovely man who said she sorted it out and to allow 24hours for the number swap. 

24hour passed, I left it another 2 hours, but still was not receiving any messages or calls, and when I rang/called people, it still had me on the unwanted new number. 

Went onto o2 chat, the guy told me that the request was made to change to the new number. So I fact nothing was done at all. He said he could fix it. 

Apparently it would be rectified in 2 hours. 

Pits now been nearly 4 hours. 

Pecan anyone help me? ? O2 clearly don't want to even though they have had a small fortune from me over the years. 

[Cleoriff]

Hi @Anonymous As far as I can see it you have two choices.

You can do the sim swap yourself using this form http://swapmysim.o2.co.uk/

Or you could go instore with both phones and let them do the whole thing for you. Far easier and much faster.

I know you could phone CS again but they haven't been much help so far?

[Anonymous]

Tried the form and the text number. Both say it is unable to process , to phone cs. I have spent 3 hours on the phone to them yesterday . 

I work full time so I'm not Ble to go to an o2 shop when it's open either. 

Debating cancelling it it all since I'm still in my 14 days and moving to EE 

Useless bints in the CS. 

[Cleoriff]

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@Anonymous wrote:

Tried the form and the text number. Both say it is unable to process , to phone cs. I have spent 3 hours on the phone to them yesterday . 

I work full time so I'm not Ble to go to an o2 shop when it's open either. 

Debating cancelling it it all since I'm still in my 14 days and moving to EE 

Useless bints in the CS. 

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Hi...I have just looked at the form and I can tell you it probably wont work for a while. The link part of the website is down for maintenance. This happens every night about this time and usually lasts for 30 mins or so. You may want to try again later before you give up entirely

By the way CS are open from 8am in the morning. . between then and 8.30 is the best time to try

[Anonymous]

I tried the form earlier. It doesnt say it down it says it cannot perform a swap for my sim. 

I pic work full time . 8.45 - 6. So I'm not going to waste my lunch again and after work , again, trying to get help. 

 just going to cancel the contract. Move somewhere with actual knowledge of CS 

poty thry hey have just lost a family of 7 members with this. 

[MI5]

If I may just point out, you cannot sim swap as it's not a sim swap you are trying to do. It's a contract change and cancellation so only CS can help you.
You need to persevere and keep trying 202 until you get someone who can help you, sorry.

[Cleoriff]

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@MI5 wrote:
If I may just point out, you cannot sim swap as it's not a sim swap you are trying to do. It's a contract change and cancellation so only CS can help you.
You need to persevere and keep trying 202 until you get someone who can help you, sorry.

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So contract 1 hasn't been cancelled then? That would explain the problem ... (I was under the impression the OP had cancelled) Duh

[MI5]

Transferring the number to contract 2 will cancel contract 1, but this needs to be done simultaneously or else the original number from contract 1 will be lost forever.

[Anonymous]

Hi @PeevedOff! Welcome to the community. 

I am Meri, the Community Coordinator . Sorry to hear you are having trouble with this. Please try to call 202 to get your contract cancelled and if you don't have luck with that feel free to PM me your details and I will see what can be done

[Anonymous]

Hi @Anonymous how are you getting on with this?