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Level 1: Joiner
Posts: 3
Registered: ‎04-12-2018
Accepted Solution

Moving between networks and keeping your old number

I've bought two services from O2, one a handset bundle and the other a SIM only.  I raised requests for both number transfers yesterday well before the deadline for next working processing.  The change on the handset bundle is complete and the new number reflects in My Account.  The other hasn't started as my old number on my old network still works.  Do these changes sometimes take longer than a working day or is the working day until midnight UK time?

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Anonymous
Posts: 0

Re: Moving between networks and keeping your old number

@AlanTheFireman The changes usually take up to 24-48 hours. Any longer then call customer service to see what’s happening 

 

https://www.o2.co.uk/contactus

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Posts: 81,072
Topics: 575
Solutions: 3,920
Registered: ‎04-01-2009

Re: Moving between networks and keeping your old number

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Level 1: Joiner
Posts: 3
Registered: ‎04-12-2018

Re: Moving between networks and keeping your old number

Thanks, I'll sit tight then.
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Posts: 108,272
Topics: 559
Solutions: 14,341
Registered: ‎04-04-2012

Re: Moving between networks and keeping your old number

You should have received a text advising you of the date of transfer.
If you haven’t, you need to request it again.
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)
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Level 1: Joiner
Posts: 3
Registered: ‎04-12-2018

Re: Moving between networks and keeping your old number

The end result was that despite the online system appearing to accept my move request, it had not in fact been captured.  The day following I contacted Customer Services who were very helpful and initiated the request over the phone.  The move then occurred between 09:00 and 12:00 the following day.  I received one SMS to the effect that the move would occur but this came late in the afternoon after the move.

 

It would have been helpful if an SMS had been sent as soon as the request had been captured.  Perhaps this is the intent, but it didn't happen for either of the two move requests I made for different numbers on the same day.  The first worked fine, the second needed manul intervention.

 

Based on this experience, if you don't see your new SIM go to Emergency Calls Only by midday on the day that the move is scheduled, contact Customer Services to confirm that it's in process.

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Posts: 108,272
Topics: 559
Solutions: 14,341
Registered: ‎04-04-2012

Re: Moving between networks and keeping your old number

Yes, correct re the text, as I said above.
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)