New customer with new sim but provider not changed to O2 after 5 days!

[John-N]

Hi, It's Friday now & last Sunday I ordered a new package, transferring from EE to O2. I provided the PAC code too.

The sim arrived in good time but the line has not changed over to O2 yet. Just how long is this expected to take? It said 1-2 days depending on whether you ordered before 5pm or not - but now it's way over that.

Any idea why or a phone number to ring thats not 5p a minute? ATM, I'm still on EE & know from experience that if I put the new O2 sim in, I wont have a phone to use (except the temporary number) till the change takes place.

Thanks

John

[Anonymous]

Hi @John-N,
Is your EE sim is still working? If so, you need to give EE customer services a ring. Let me know how you get on.

[madasaf1sh]

@John-N

The system may be waiting for you to make a call or access data to show that you have received the sim card, so i would temporarily swap the sim cards, and then call 202 from the temporary number and they should be able to give an update.

You may also be able to talk to someone over live chat which if and when available can be found on https://www.o2.co.uk/contactus

[John-N]

Hi O2Sophie,

I spoke to EE & they said you need to port my number, for them to disconnect from EE. I gave a PAC code on Sunday when I placed the order. It's Friday now & it's still not done. Can you help?

Thanks

[Anonymous]

Hi, John-N, in that case, firstly switch off both of your phones and switch them back on again, if the EE and o2 sim shows as disconnected then the port is happening. But, if this is not the case, give 202 customer services a ring from the o2 sim.Make sure you have the o2 temporary number to hand and they will be able to get to the bottom of this.

[John-N]

Hi O2 Sophie - all sorted. Tried the on off on the phone & nothing changed - still with EE. Put the new O2 sim in and after various messages from O2, it's all done & working. Just waiting for the original number that we provided the pac code for, to be updated.

Thanks for your help.

[Anonymous]

Glad it's sorted for you. Enjoy the rest of your day.

[John-N]

Still not sorted - still not got the number I wanted transferred over, that I gave the pac code for. Cant receive calls as everyone has my number, thats not working now that the EE sim is out! I dont want O2's temporary number I want mine.

[Anonymous]

Hi, @John-N, Your phone needs to be switched off. Leave it off for about 10 to 15 minutes, and then switch it back on. Once you've done that text NUMBER to 2020 to see if it's gone over.

[seewhatyoucando]

Sophie why would you ask the customer to call the losing network ?

PAC/STAC is new provider led.


https://www.ofcom.org.uk/__data/assets/pdf_file/0023/108941/Consumer-switching-statement.pdf