Another Split Port Victim - why aren't customer services made aware

[MCSplit]

I'm another victim of the split port bug, where my number was ported over, I can make outbound calls and text, but can't recieve any text, and only calls from o2 numbers.

This is a real problem for me, as I need to use the SMS service to authenticate a number of accounts, and have to be able to recieve calls from nursery/school/work.

This is exactly the same issue as all these other users have had on previous threads

https://community.o2.co.uk/t5/forums/searchpage/tab/message?q=split+port

What is so frustating is that despite this being a relatively common issues, and with examples on those threads seemingly going back 10 years, no one had told customer services how to deal with it.

Repeated calls to CS only result in being told that 'the port has been successful', 'wait 24 hours', 'turn it off and on again' and 'you need a new sim card'.

I have of course done all of those including visit the store to get the new sim (which obviously didn't work).

Now I'm seeing threads where this goes on for days, weeks, months - not acceptable at all.

I don't blame customer service staff - but I don't understand why what appears to be common knowledge on the customer forum, is not shared with staff so they can deal with this properly.

Mentioning 'split port' doesn't help.

So if its not resolved today, I'm going to cancel and return the phone - I just hope I can get my old number 'back' from o2 but looks like that might not be possible.

Any o2 staff able to are welcome to contact me on here to help please.

[O2Sarah-]

Thanks again @pgn Nice and busy here 😊

@alexedw I will send you a private message so we can look into this.

[Jake95]

Hi Alex, Experiencing the same issue. 

Did you get it resolved?

[JimOngua]

I had the same problem in December 2024. It took 17 days to resolve and no one can explain to me how it was resolved.

[jonsie]

I'd hazard a guess at a disconnection and reconnection once the porting files had been sorted

[pgn]

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@JimOngua wrote:

I had the same problem in December 2024. It took 17 days to resolve and no one can explain to me how it was resolved.

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Even when the forum had O2 Advisors available (the service was terminated over a year ago), @JimOngua - the problems went in, and occasionally a solution appeared... the how or why was rarely shared with the Forum, alas. The closest thing to Advisors now is the Social Media Team:

• X (formerly known as Twitter) – DM

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