Customer services say they can't transfer former Virgin numbers to new O2 phone contracts

[ExVirginUser]

Has anyone else had this problem and can anyone offer a workaround?

I bought a new pay monthly phone for my wife on O2 via Mobile Phone Direct. She already had an O2 SIM only contract which had started as a Virgin Mobile account, so I thought it would be a simple matter to transfer that number to the new phone.

I rang customer service to see why the old number hadn't transferred to the SIM that came with the new phone several days after I set it up. I was told that they are not currently able to move these former Virgin numbers to new O2 contracts and they have no date confirmed for this problem to be fixed.

That means if my wife wants to keep her old number, I'm going to have to continue paying for both phone contracts! I can't even "leave" the old O2 account by requesting a PAC code, apparently. 

Surely there has to be some workaround other than either losing the old phone number or continuing to pay two bills.

[gmarkj]

If you haven't already tried, then maybe messaging the social media teams to see if they have a handle on this @Janx1975 

Might also be worth checking what is going on @Dave-O2 (or @Chris_K or @ColinO2 )

[Janx1975]

Thank you for the replies - I have sent a message to O2 on Facebook without a reply as of yet.

The Wife has spoken with O2 yet again today to be told:

1. She is a virgin mobile customer (queue 10 minute dialogue of her trying to explain whilst being rudely over-talked by the "advisor") - she isnt a virgin mobile customer as we have o2 bills since June.

2. That her number that she wanted to keep has been "terminated" as we used a PAC code when we didnt need to.

She is distraught after trying to explain to an Indian call center for the past 30 minutes - what she can explain in 1 sentance. Its heart breaking how poor O2 202 service is. She needs the number for on-call and interviews incoming for a new job.

Has she lost her number completely? or as the low-tech call center staff just not understanding her? 

[Dave-O2]

Thanks for the tag @gmarkj 

@Janx1975 Can you please drop me a PM with the mobile number that came with your O2 SIM?

[ST8]

Hi

Unfortunately that doesn't have anything about legacy VM o2 to o2.

I talked to o2 this morning and was again told it simply isn't possible for them to do but the legacy VM migration is happening in December and it WILL be possible after that.

[GMphone5685903]

I have the same issue as those mentioning above. Have just bought a new phone contract for my mum on o2 via affordable mobiles. She has an account with o2 and we rang yesterday to check upgrade prices and it was very expensive so we opted for a deal from affordable mobiles. We are on the phone to O2 who have said the same as others - that because she has been transferred from Virgin Media they are unable to do an o2 to o2 switch. Absolutely ridiculous! Spoke to 2 different people so far and no confirmation of timescales or a solution. Concerned as not sure how easy it will be to return the phone given we’ve got it up and running with an iCloud backup.

Not sure what to do at all… 

[MI5]

@GMphone5685903 

Get your PAC from O2 for your number then move to another network PAYG sim.

Then get PAC from that sim and port back into your new O2 account.

A faff for sure, but quicker than waiting for O2 to get their act together.

[GMphone5685903]

Good suggestion… I’m just worried about her losing her number which she really wants to keep. 

I’m going to call o2 tomorrow and probe again. 

So porting out of o2 to another network isn’t an issue. It’s just from virgin media to o2?

[jonsie]

This is the customer service advice @MI5 

But what a joke that customer service are clueless to deal with a simple migration

Quite tragic isn't it!

[MI5]

It's pathetic but short term, the only way to fix it.

[Janx1975]

All sorted now thanks to the heroic efforts of @Dave-O2 

Many thanks!