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.

[Dave-O2]

Afternoon @garetc 

As @Oxonian suggested I have recently been on leave and returned today.

Are you still facing issues with your port? If so, please drop me a PM with some more details 👍

[garetc]

So to give an update on this, it's not good or really any news.
 
My port should have completed on November 15th yet here we are on January 10th and I am no further along. Since my port date, I've had no service, no updates and the SIM is still dead. My complaint was picked up by the executive team on January 3rd for which I was promised an email with a way to contact the complaint handler which did not arrive.  

Complaints and CS will not touch my account as the complaint is with the exec team. I have no way of contacting the exec but they've not contacted me back since the initial contact.
  
I'm 7 weeks and 6 days into my formal complaint and have had bupkis back from them. My next is to complain to Ofcom which I'd hoped to avoid but it doesn't seem to be possible.

I'm subject to a contract; if I don't pay it, I get a black mark against my name, yet O2 hasn't provided me with a service for three billing periods.

I don't think I've experienced service this bad ever.

@Dave-O2 

[Dave-O2]

Good morning, @garetc 

I'm sorry to hear you still haven't had an update, i do have your PM in my inbox and will respond as soon as I can.

Thanks 

Dave.

[garetc]

My issue was supposed to be resolved today but everything they tried hasn’t worked.

Had a call from the exec team who explained my issue has gone to second line who are trying to build a custom fix in the 360 dev platform/sandbox to see if that might resolve the issue but they don’t know if what they've written will work.

He offered the chance of a potential interim solution which would be moving the line to O2 pay as you go or porting to another network so at least I have access to the number. In his own words they're not sure it would work and they're going to see how the testing goes before he can say either way.

As it’s linked to a handset plan/loan I have declined that option for now. I get my line for O2 so I can use Switch Up and trade in my phone every 6 months when the Samsung S Ultra and Fold series come out and I would lose that and then have to pay for my current phone which I had planned to switch up when the S25U comes out in a few weeks.

They’re certain they can fix it but not sure of timelines, he said they would know more on timelines by the end of today but he finished at 5pm so couldn't update me.

For now we have agreed to speak Tuesday afternoon after the testing and see what next steps are.

63 days of no service and counting but at least it feels like they're trying now!

[garetc]

I haven’t updated this in a while...

O2 Support initially told me they did not have a porting agreement with the original number provider. After contacting the provider, I was informed that they did have an agreement and that the port should be fine. I passed this information to O2, and they changed their position. They then stated that the number range wasn’t set up in their system, which could take months to resolve. They provided me with a PAC and suggested that it would be best for me to port the number away.

I challenged O2 on the idea of porting away since I have the Switch Up plan, which allows me to change my phone each time a new Samsung model is released. I didn’t want to lose that benefit or have to pay off my current handset in full. I requested that they restore my old number and compensate me for the loss of the number I would like. To my surprise, they agreed to this. They assigned me a temporary number, which restored my service after nearly three months!

I asked them to postpone changing the number back to my original one for a few days because I wanted to Switch Up to the new Samsung before the 512GB for 256GB offer expired, and everything went smoothly with that upgrade.

After the upgrade was completed, they submitted the order to change my number back to the one I started out with. While the number has been partially restored and I have access to services, the order is currently stuck in processing on their system, showing the temporary number and numerous errors when I log in to MyO2.

I’ve followed up with the executive complaints guy who has been handling my case, and I should receive an update from them on Monday.

As an added bonus, the PAC code they issued for the number that couldn’t be ported was still usable, and I successfully ported that number back to EE.

I’m hopeful that I am nearing a resolution!

[jonsie]

It's been a marathon up to now @garetc 

Let's hope the number is fully back with you soon and that you get a hefty goodwill gesture from the incompetent uncaring network that O2 has now become