Moving to O2 and keeping number

[RRowley5]

I have just got my new O2 sim and put it in my phone but it's not using my old number, although I supplied my PAC code and old number when I ordered the sim. Do I need to do anything? Can't find any information about what to do in this situation. Tried to ring customer services and didn't get through to anyone, the automated system just said goodbye and cut the call.

[MI5]

@RRowley5 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

Or, resend the form from here https://www.o2.co.uk/help/device-and-sim-support/how-to-keep-your-mobile-number

[RRowley5]

So what is the point of giving O2 my PAC code and telling them I want to keep my number if I have to give them all the info again when I have got my new sim, and wait until the next day for them to port  the number? And O2 is already billing me for a service I can't yet use!

But thanks for answering so promptly....

[MI5]

Good point @RRowley5 

and a question that's been asked many, many times........

[RRowley5]

Well, it's going from bad to worse - I filled in the form and just got this email:

"The request could not be completed, the following reason is given for the rejection:

Validation Exception: Sorry, the information provided for our security checks is incorrect. Please check and resubmit your request."

[MI5]

@RRowley5 

The security word it asks for is not your O2 password.

It is the security word you setup when taking the contract. Your mothers maiden name, first school, first pet etc.......

[RRowley5]

Thanks for that. I said I didn't know the security password and entered information about the tariff I was on, date of last bill, etc as requested but perhaps it didn't like that. Anyhow the form keeps timing out on me now, and as it's after 5.30pm the switch won't happen tomorrow as I'd hoped. 

[MI5]

@RRowley5 

Your security word can be reset in your MyO2 under "Your Details"

Maybe if you called now they could push it through for tomorrow?

[RRowley5]

I've just tried to submit the form again and twice got the error '405 Not Allowed'. Don't really like using the phone as I'm hard of hearing but it seems I have no choice.

[MI5]

Unless you try the form again tomorrow @RRowley5 ?