Porting & O2 Customer Services

[garetc]

I had a spare number with EE on a SIMO that I don't use. I didn't want to lose the number, as it's very memorable, so I decided to port it over to O2 on a contract I use.
 
The port was due to take place today, the port order on my O2 account was completed but the old line is still active in and outbound calls which is unusual. Contacted O2 on Instagram to query what was going on and was told that it would take up to 18:00, if it hasn't happened by then to get back in contact and they'll look into it. 18:00 comes and goes so I call up and speak to someone who tells me because I provided the PAC after 09:00 that the port won't complete until tomorrow (Saturday). I think we all know ports do not complete on a Saturday, she then spends time reading through the porting article on the knowledge bank (out loud). Ultimately, I gave up and hung up, having spent 40 minutes talking to someone who didn't have a clue.
 
Called back a bit later and went through to someone who told me that the port had been completed and that the line was working, not entirely sure why he thought I would call up if the line was working but there you go. He keeps putting me on mute without notice and then eventually cuts me off. He then called me back on the number I was porting into O2 and told me, well it is working because I have called you on it... at this point, I explained to him 3-times that the EE SIM is still active and the port although showing as completed hasn't gone through, he then hangs up on me.
 
Called straight back and spoke to someone who is insisting that the port has been completed and I don't know what I am talking about, she then told me that I gave the PAC later in the day and that's why it's not worked and it will complete on Monday. I sign-posted her to the O2 website, specifically the bit about porting it should have been completed today. She tells me there's nothing more she can do and then the call goes silent, I assume she muted me and then the call magically disconnected.
 
I called back for a final time and spoke to someone on the complaints option who told me that the port was completed. I pointed out the second order on the account showing as processing, to which he indicated it didn't look right and could be stuck. He said there was nothing he could do, the back office team wouldn't look at it until 24 hours had passed. I asked to speak to a manager but allegedly there isn't one available. He then agrees with me that it doesn't look right and the port probably hasn't gone right. He agrees to open a ticket for the back office team who will pick it up within 48 working hours... So in 4 days! I asked how I would know if they were working on the ticket and there was a resolution? He tells me nobody will call me back, and I'll have to keep checking the SIM and restarting the phone.
 
Has anyone on here had experience of this kind of thing happening before? If the port fails, can they reverse it and reinstate the original number?
 
I remember when O2 used to win awards for their customer service. It's mad to me how hard it is to deal with them and get someone with any real knowledge.

They're all just reading off scripts and can't deviate from them.
 
I wish I'd left the number with EE.

[garetc]

I'm a month into a number port now, my number is still dead the old and the new, I'm still being billed and I've had no joy with O2 complaints or otherwise.

I called middle of last week was told someone would call me back within 24 hours, no call. I called on Thursday to see what was going on and got no meaningful response other than to wait 24 hours. The person in complaints can see that someone had access my account however they cannot tell me what if any action had been taken. They could also see my exec complaint was in process and someone would be in contact 'early next week' (today's Thursday, not sure what their definition of early is...).

I called yesterday and was told that the person I spoke with would send an email and call me back today with an update. at 18:00 I hadn't got any kind of response so I called up and was told that the person I spoke with hadn't left any notes so probably wouldn't be getting back to me.

This new person instead would send an email off to chase up on the Halo ticket with back office, chase the porting team and send the exec complaints team to find out what is going on.

They offered me gesture of goodwill which I declined, it's not about palming me off with money, I do not have a working O2 line and haven't for a month and no-one can tell me what is going on!

 The social media team replied to me after ignoring me for a week and a half to say: "This is still being looked into. We'll contact you here when we have futher information on this"

No apology or explanation, just a shut up and go away until we contact you back.

@Dave-O2 What is going on with CS? How is it so poor?

[Oxonian]

@garetc 

You might not be aware that @Dave-O2 is on annual leave until early January - Monday 6 if I remember rightly. 👍 

[garetc]

Thanks @Oxonian I don't think the issue will be resolved by then given that we've got next week and everything slows down for Christmas.

I was supposed to be called back today, I ended up calling in and was told there's no update and I'll have to wait for the back office.

CS do not have a direct contact into the porting or back office team, the most they can do is goodwill me the cost of the line this month which isn't the point.