Trying to port old number across

[TomPlk]

Hi, I'm here as a last resort. Trying to port my old number across from EE for over a week now, having recently joined O2 on a pay monthly SIM. 

I received my PAC code, and I tried using the form on My O2 website.  I got an email back from them, saying I got my security details wrong, although they didn't specify which details were incorrect.  I tried this twice with the same result. 

I tried calling 202, and I was expecting to have to wait on the line.  I was told to download the My O2 app, and they hung up on me. 

So I tried the My O2 app, filled in the form, and was directed to a 404 error page.  This happened 3 times. 

I tried checking into my local branch, but the customer service rep told me that they don't have the facilities to port numbers across in branch. 

So this morning I tried calling again, this time with the 0345 number.  I got the same result as the 202 number, but at the end, I was told to press a number if the query is "urgent or complicated".  I never considered this to be urgent, and I didn't think this was supposed to be complicated - this was sold to me as "easier than ever". 

But should I press that number for a "urgent or complicated" query, just to get through?  

Or is there anything else I can do?

Thanks.  

[Cleoriff]

@TomPlk 

I'll ask one of our account advisors to help here.

@O2Lisaor @O2Daniel  are you able to help @TomPlk?

[MI5]

@TomPlk 

The security fail is usually because customers use their password as the answer to the security question, when in fact, it is the security word you set up when creating your account. Mothers maiden name, first school, first pet etc.

You can reset this under My Details in your MyO2.

[TomPlk]

Okay, thanks, I'm pretty sure that I didn't do that, but I'll try the website again. 

One question about the website form - when it asks for my mobile number on the first page, does it mean my old number that I want to keep, or my current number that I was given when I joined O2?

[MI5]

It's the one you want to keep @TomPlk 

[O2Daniel]

Thanks for the tag @Cleoriff 

@TomPlk I will private message you, and we can get this actioned for you

[Cleoriff]

Thanks @O2Daniel