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.

[Kei-M_O2]

Morning folks 👋,

I've dropped you a private message @AdamB09, if you can get back to me I'll get one of the teams to help you out.

Thanks, 

[AdamB09]

Hi Kei, thank you. I have replied to your message

[Sam_rugby]

Hi @Kei-M_O2 we are having a similar issue and hoping you can help?

[AdamB09]

Hi Sam, I would do as someone advised on my post a month ago which is to get a PAC code to move to a cheap pay-as-you-go sim and then PAC code again to move from there to the O2 sim. I wish I had done that but, through trying to work with O2, I am now unable to get a PAC code so am stuck which is rather frustrating.

[Oxonian]

@AdamB09 

If that advice is aimed at @Sam_rugby, it needs a tag thus. 👍