Moving between networks and keeping your old number

[AlanTheFireman]

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?

[Anonymous · Accepted solution]

@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

[jonsie]

They can take 2-3 days. If you want, caii customer servce to check the orogress

Contact us

[AlanTheFireman]

Thanks, I'll sit tight then.

[MI5]

You should have received a text advising you of the date of transfer.
If you haven’t, you need to request it again.

[AlanTheFireman]

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.

[MI5]

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