on 21-09-2016 04:54
However after 4 phone calls and 2 webchats this has still yet to be done.
Going on holiday at end of week and am getting extremely stressed with situation as I am currently carrying around 2 phones. Why is this so difficult?
Solved! Go to Solution.
on 21-09-2016 08:24
You will have to ring CS (again, sorry) and explain that you want to port your number from your old phone to your new one (also known as a SIM swap).
This will mean that the old account will close.
Alternatively you could do it yourself online.
This link - http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number - has the info you will need.
While it might not seem it, the section you need is under moving from PAYG to pay monthly, then fill out the keep my number form (direct link - https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=port_migrate&case=Port/Migrate%20In%20Form).
One point to note - the old account has to have a zero (0) outstanding balance on the device plan - ie, you outright own the phone. Otherwise it will not work...
Keep us informed how you get on please!
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here