Ongoing Migration 5 weeks and counting

[BeckyW90]

Hi, I am hoping someone may be able to suggest some guidance or help on here as I am running out of options at the moment. I requested to migrate my number from o2 pay as you go to o2 pay monthly on the 22nd November 24. I was told this wouldn't happen until Tuesday due to the 22nd being a weekend and that I would 100% still have access to the number I wanted to keep (as I had told the adviser I needed access to it for verification codes I did I say I would wait if there was any doubt) however he assured me i would not lose access until after the weekend. 2 hours after ending that call I lost access to my number and haven't had access since. I have spent over 6 hours + on the phone over the weeks to various departments, I have visited two stores for again over two hours spoken to the team in social media,  and I still have no update apart from the number left the pay as you system on the 11th December but no one seems to know or care where this has gone. I have missed so many important calls from schools for my son and a hospital appointment as I am in limbo waiting as it can happen within 24 hours ( I am told this every time I call up) I am at the end of my tether and it's becoming rather stressful and upsetting repeating myself every time with no one at all giving me any update despite numerous promises of call backs or putting me on hold to speak to the complaints team to only be hung up on.  Can anyone share a similar experience or how they had it rectified, I just want the number back I am passed  caring about the migration to be honest. Any advice would be appreciated! 

[Enlli]

A reasonably common problem. Our problem is people rarely come back to tell us if they had a solution.

If you haven't already try the UK based social media team

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , X Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Oxonian]

A warm welcome @BeckyW90 to this O2 customer to customer community ; please bear in mind that we cannot access accounts or provide other direct help.

I suggest that you persevere with O2's social media team. They are based in the UK and have a good record for solving customer problems. 

I recommend that you regard a complaint as a last resort. It is currently taking O2 up to eight weeks to investigate and respond to complaints and, in the interim, you are likely to find that other O2 teams are either unwilling or unable to assist you. 👍