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Migration reversal

Anonymous
Not applicable

on ‎06-12-2016 06:14

on ‎06-12-2016 06:14

I recently requested a number swap on 2 of my contracts. It was done incorrectly. Only 1 migrared and my other contract was disconnected! Ive rang customer service many times since Dec 1st and it was suggested that the best plan if action would be to reverse the migration. And this would take 4hrs to do....well I'm still waiting 5days later! Not happy!!!! I've been a o2 customer for over 10years!
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jonsie
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on ‎08-12-2016 08:02

on ‎08-12-2016 08:02

Too late now but I hope you are able to sort out the mess. 

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gmarkj
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‎08-12-2016 08:27 - edited ‎08-12-2016 08:28

‎08-12-2016 08:27 - edited ‎08-12-2016 08:28

Woohoo!
Looks like I am learning. Took long enough...

 

To be honest, would have thought that whoever was doing the swap would know that it woud cause an issue and how to get round it (using a 3rd SIM)...

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jonsie
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on ‎08-12-2016 08:32

on ‎08-12-2016 08:32

We all learn something new every day but it can be at personal cost unfortunately. 

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MI5
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on ‎08-12-2016 08:36

on ‎08-12-2016 08:36

@gmarkj wrote:

 

To be honest, would have thought that whoever was doing the swap would know that it woud cause an issue and how to get round it (using a 3rd SIM)...

CS have no technical knowledge, they just press buttons....

Customer calls and wants to swap a number from one sim to the other.

CS finds correct buttons to press.

Number gets swapped.

2nd swap fails because the original number no longer exists.

CS have no idea as this process started at least 24 hours after the phone call from customer.

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.
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gmarkj
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on ‎08-12-2016 08:40

on ‎08-12-2016 08:40

Even the more complicated things?
Someone would know that swapping a number from sim 1 onto sim 2 means the number on sim 2 disappears. Surely?!
So if the number on sim 2 is to be kept it would need to go somewhere else first?

I do wonder why the two numbers need to be swapped. Why not just change the sims over...

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MI5
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on ‎08-12-2016 08:54

on ‎08-12-2016 08:54

They would only know that if they were told or if it was flagged by the system.
These advisers are just trained very briefly on how to operate a system and are not necessarily tech heads like ourselves.
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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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jonsie
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on ‎08-12-2016 09:18

on ‎08-12-2016 09:18

Migration and porting should be a specialist team with full training as to what can or can't be done. That used to be the case.... 

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MI5
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on ‎08-12-2016 09:18

on ‎08-12-2016 09:18

Cut backs innit!
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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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jonsie
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on ‎08-12-2016 09:23

on ‎08-12-2016 09:23

When I was on the porting team there were 6 of us and 2 always worked weekends on a rota. 

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MI5
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on ‎08-12-2016 09:24

on ‎08-12-2016 09:24

and you were employed by O2 so you had a certain level of allegiance to the company who employed you to do a great job.
Now just outsourced to anyone who needs a job with no passion for O2 or most likely Capita either.
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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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