Bereavement and trying to keep number

[JT49]

My dad died recently and he had an O2 account in his name with numbers for both him and my mum. I’ve been trying to get her name added to the account and his name removed but instead we’ve been made to take out a new contract with a new number for her. They told me they will then port her old number across to the new SIM card. It’s been a week now and the number has still not been changed back to the old one leaving her unable to contact friends, family, the bank etc. I’ve spent more than 6 hours on the phone to O2 bereavement services, spoken to several people and have now been told that they don’t know when it will happen. I can’t leave a 78 year old widow with no way of being contactable and she doesn’t want the new number. It’s totally unacceptable and I’m at my wits end about what to do next and how to help her. Any ideas would be appreciated. 

[madasaf1sh]

@JT49 

Unfortunately the process you have explained is correct, as there are credit and affordability checks that by the letter of the regulations need to be done.

You need to speak to the specialist bereavement team and they should be able to assist more than the normal cs 

https://www.o2.co.uk/help/account-and-billing/bereavement