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Switching to pay monthly and keeping number

Poppy5
Level 1: Joiner
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Registered:

I just switched from PAYG to a monthly contract and want to keep my number.

When I received a confirmation email it stated to fill in a 'keep your number form', which I did immediately. The next day I received an email response that my request couldn't be actioned because the new number was never active. The instructions with the keep number form implied the old sim should stay in the phone until the switch is ready. I don't know how I can activate the new number and keep the old sim in the phone.

I have now received my new SIM and my old number stopped working so I put the new sim in the phone and it came up with unrecognised number.

I am now unsure whether to proceed to activate the new SIM or not. 

The previous email response told me to contact a 'front line advisor' to 'fill in the correct form' although there were no instructions on how to contact anyone. I have tried multiple times but cannot get through the menus to speak to an advisor. I keep getting redirected to instructions for swapping SIM, but I'm not sure if I'm meant to be doing this. I have filled in the keep number form again but haven't had a reply yet.

Anybody know what the correct procedure is or how I can speak to an adivsor?

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MI5
Level 94: Supreme
  • 124148 Posts
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Registered:

@Poppy5 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

 

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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MI5
Level 94: Supreme
  • 124148 Posts
  • 612 Topics
  • 20231 Solutions
Registered:

@Poppy5 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

 

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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