O2 Migration Service Issues

[Cherie01]

Hi,

I normally wouldn’t post online, but O2 has pushed me to the edge, and I don’t know what to do anymore. It has been three weeks, and my permanent number is still not ported; the migration is still processing. Since October 28th, I have contacted 32 agents, raised over five tickets, filed five complaints, visited two O2 stores, drove to headquarters twice, and sent four emails to the complaint PO box—all without any resolution.

I have no mobile network and have been without my number for three weeks. One can only imagine the impact this has had on my life...

[madasaf1sh]

@Cherie01 \

There is nothing anyone on here can do to help. and if you have emailed the complaints address then customer services can't help you. and it can take upto 8 weeks for them to come back to you, after which time you can go to the ombudsman 

Everytime you email the complaint it restarts the clock..

[ETS]

Hi there,

I'm right there with you - having a similar problem upgrading from an iPhone 11 Pro Max to an iPhone 16 Pro Max. Haven't been waiting as long as yourself, but it's been 10 days for me now and my order for a new eSim is still 'processing'. 

I had assurance on a call with a representative two days ago that the situation would '100% be resolved' within 24-48 hours. That time has now passed, and... nothing. Off the back of daily communications with o2, being hung up on, having to waste 20 minutes every time you call just to actually speak to someone (which is proving difficult, given that I don't have a working mobile phone at the moment!)

What's crazy is that this appears to be becoming quite a widespread issue at the moment (the representative on my call the other night said as such), and... nobody seems to be doing anything about it? There are numerous complaints of this exact issue on this very forum at the moment, and nothing is happening!

[Oxonian]

eSIMs are such a pain @ETS that we have a guide on dealing with them :-

eSIM - How to activate - O2 Community

However, I suspect that won't help you if you are stuck on processing. I suggest that you contact O2 via social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving customer problems. 👍