Critical number swap between accounts

[Anonymous]

Hi

I have had a PM phone account with O2 for years. This phone was actually for my adult daughter and she now wants to have her own account. It is critical that 'my' number becomes her new number

Yesterday O2 helped set up a PM account for my daughter with a SIM coming today. I was advised not to close my account until the number had been transferred to her new SIM/account.

How is it then possible to transfer my old account phone number to her new SIM.? This is not a straightforward SIM swap.

Also O2 advised that it would help my daughter transfer my old number to become her new number, but what would stop anyone doing this and 'stealing' someone else's current number.

Also when the transfer is finally successful and I cancel my old account, what will stop my old number (now her new number) being cancelled at the same time?

A walk through the process would be greatfully received as it is critical that her new phone has my old number.

TIA

vigman

[MI5 · Accepted solution]

Just call CS on 202 when you have the new sim.
Ask them to swap the number, at which point your account will close and a final bill will be generated.
Your daughter will also need to be on the call with you.
No one else can do this as you both need to pass the account security checks before it will proceed.

[jonsie]

Normally taking out a new account when you are both there together is quite simple. The number is transferred to the account in her name and the original account closed at the same time. Now that both accounts are running it's more complicated.

Did customer service tell you that the number will be transferred automatically? If so this account should already be closed and the sim coming out to her have thing the number attached.

Once she has the sim and activated the account she will need or you will need to contact them together to get the number transferred or by first having it put onto a P&G simcard and then transferring it that way.

Numbers cannot just be swapped between 2 accounts, by that I mean transferring numbers both ways. Numbers cannot be stolen by anyone.

[Bambino]

@Anonymous This is a customer to customer forum. What we have been told in the past is that to do what you want to do, you need to call customer service on 202 from your mobile, and both you and your daughter need to be together during the call. Probably the easiest thing to do would be to enable the speakerphone on your phone so you both can talk and hear the conversation.

[Anonymous]

Thanks for the quick replies!

I was specifically advised to keep my account open until the transfer had taken place to ensure the transfer of the number.

I will contact CS when we are both here and see how it goes from there.

Vigman

[gmarkj]

One quick thing to note (from personal experience) is make sure the account the number is currently on is balance free for both airtime and device plans.
If there is a balance (more so on the device plan) the transfer will not happen until it is cleared.

[MI5]

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@Anonymous wrote:

Thanks for the quick replies!

I was specifically advised to keep my account open until the transfer had taken place to ensure the transfer of the number.

I will contact CS when we are both here and see how it goes from there.

Vigman

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That is also correct.

It is vital that your account is active or else the original number will be lost.

[Bambino]

Good luck @Anonymous. Please come back and let us know how it all went, and if your swap was successful. It's always a help for anyone else who might have the same issue.

[Anonymous]

Will do! However the SIM didn't arrive today as hoped....!

Vigman

[Cleoriff]

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@Anonymous wrote:

Will do! However the SIM didn't arrive today as hoped....!

Vigman

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Not surprised at that. 2 new sims ordered in my household over past  2 months. Both promised next day if ordered before 10pm...Neither arrived as promised. In fact one didn't come till the Monday and it was ordered on a Wednesday at 4pm.....