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new iPhone11

Level 1: Joiner
  • 1 Posts
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I have just switched to O2 from Virgin but cannot get calls in or out on my new iphone11.  O2 gave me a new number but my new phone says I'm still on my old number but when I try to use it to call, it always says 'call failed' immediately. My new one defaults to Face Time when I call, but that doesn't work when I accept. My old iPhone7 is working fine on the original number.


I also tried logging in to My O2 website using various routes, but I just keeping being told that my account isn't recognized.


I have followed all instructions for transferring everything from my old phone to my new phone.


This is all totally confusing. Please advise.

Message 1 of 2

Level 94: Supreme
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You'll need to call customer service as it sounds like the port hasn't completed.

Have you rebooted your phone?
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 2 of 2