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.

[Gus500]

Hello, I have the exact same issue Dave and I was wondering whether you can help me out?

[gmarkj]

Another in need of some assistance @Dave-O2 - can you help @Gus500 ?

[Dave-O2]

Thanks @gmarkj 

@Gus500 I've now responded to your PM 👍 

[NeilH-84]

Hi @Dave-O2. Could you also help me put with the same issue on pay monthly? Staying with O2 but can't transfer the number I've had for over 20 years. Currently having to run 2 contracts. 

Thank you in advance.

Been very frustrating so far.

[Dave-O2]

Hey @NeilH-84 

I've now responded to the PM that you sent on this 👍

[MikeMackenzie]

Hi  @Dave-O2 - I'm having very similar issue, would be great if you could assist (DM incoming) - many thanks 

[sylvannia]

im having this problem, went to resolver but 02 didn't respond, costing me a lot of money for 2 contracts. virgin didn't warn us of this problem. we should claim off them for extra costs.  02 is worst to even get to talk to anyone. really regret not moving elsewhere for service.

[Oxonian]

@Dave-O2 

Can you add @sylvannia to your list of customers requiring your help please ? 

[Dave-O2]

Thanks @Oxonian 

@sylvannia Can you please drop me a PM, with some more details on what's happened so far?

[NeilH-84]

Much appreciated @Dave-O2. You're a life saver.