Are O2 in Breach of Contract?

[GlenPrince]

Hi all,

Can someone please help me on how you can get someone from O2 to actually ring you?

I've had an issue, in Novemeber, I moved my number from Sky Mobile. It only works sporadically, many numbers (EE, Sky and some others not on O2) cannot ring me. I've raised the issue with 202 on 2nd January, then I went to an O2 Store on BOTH 7th and 13th January. I've had SIM swaps and everything, still nothing works. Whilst in on the 13th, I rang 202 again. I was PROMISED a call back at 3PM on the 15th - Nothing, I emailed the complaints email on the night of the 15th - still - Nothing! 

I'm at the end of my teather, paying £Hundreds for O2 and Virgin, to not be able to use my phone, people can't contact me and O2 are refusing to help?

[gmarkj · Accepted solution]

Have you tried using social media at all @GlenPrince ?

You seem to have something called a split port, where not everything has been transferred correctly.

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.

[madasaf1sh]

@GlenPrince 

Sky Mobile, need to check there routing of the number, as they own the number, and for porting they have put some configuration on there networks to forward the number to o2. 

You need to contact o2 and ask them to raise this to the porting back office and get them to liaise with the team at Sky Mobile.. 

Ports across all networks fail, or have split ports as the process is so garbage it porting should be canned.

And no breach of contract has occurred. 

[MI5]

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@madasaf1sh wrote:

@GlenPrince 

........porting should be canned.

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What are the alternatives?

[Oxonian]

@GlenPrince 

Complaints have an eight-week turnaround at the moment. Hence, if you e-mailed complaints on 15 January 2024, you should not expect to hear before mid-March.

You need to try to get Customer Service to resolve your issue, although as you have an open complaint, they might be reluctant to engage with you.    

I suggest that you use the social media links that @gmarkj has provided you with. Other methods of contacting O2 are in :-

Guide: How to find help & contact O2  

[madasaf1sh]

The process needs updating completely... 

Not sure what the answer would be, may be start from scratch, as the original network that the number belonged to is where most of these processes fall down.. Maybe just dont allow MNP just like back in the 90's and early 2000's.. 

Landline MNP has the same issues as well as Mobile...

[MI5]

I'm not convinced banning number portability is the answer and I'm sure wouldn't be a popular "solution" to what isn't a major problem at all.

The number of issues are very small and most likely down to errors by humans.

[japitts]

The overwhelming majority of ports are completed successfully, the current process actually works pretty well considering some of the alternatives.

If particular networks are bad at handling complaints and port failures, it's hardly fair to blame the process.

[Oxonian]

@japitts 

I broadly agree with you.

And many recent port failures have involved a MVNO that was the victim of a cyberattack.