Hi everyone,
On 17 June, I attempted to switch my number from Three to O2 using a PAC. Three disconnected my number around 12:30pm, but O2 didn’t activate it until around 10:30pm — leaving me without proper service for almost 10 hours.
During that time:
I had no mobile data
Couldn’t make or receive calls
Couldn’t receive verification codes
Only basic SMS worked — and only from a temporary number that couldn’t make calls
This was a serious service failure. Just a week earlier, I had switched from EE to Three with zero downtime, even though Three’s service was poor — which is why I switched again after testing O2 with a giffgaff SIM. The fact that this port failed so badly highlights that something went very wrong.
I contacted the O2 social media/X team twice — once around 1pm, and again around 6pm (when earlier communications said the port should be completed). Both times, they:
Failed to ask for security questions
Didn’t check the account properly
Didn’t escalate the issue, despite obvious signs like “SIM not provisioned” and “Not registered on network"
Eventually, I had no option but to make a phone call using someone else’s device to get help — which caused significant anxiety due to my disability. I am autistic, and calling is extremely difficult for me, especially during a stressful situation like this. A helpful rep finally escalated the issue to the porting team, but I shouldn’t have had to do that just to get basic service working.
The rep informed me that I was eligible for compensation - but that I’d have to call again after the issue was resolved, but I’m not in a position to do that — I only called originally because I was left with no choice.
To make matters worse, I received a random “order confirmation” email around 4:30pm, which caused panic and added confusion and stress.
I didn’t receive a “number is ported” text until 10:30pm — nearly 10 hours after the switch started.
This experience has been unacceptable, especially considering the accessibility impact. The lack of communication, failure to escalate, and total service outage would be stressful for anyone — but was especially distressing given my communication disability. I'm also concerned about the ability to contact O2 if needed for support in the future.
I’m asking for:
A full investigation into what went wrong and why support teams failed to act
Fair compensation for the disruption and anxiety caused
A firm commitment that I’ll be able to access reliable, accessible text-based support in the future
(X support was unhelpful, and Live Chat options are rigid and don’t allow speaking to a person unless your issue fits exactly)
Thanks,
Rachael
(I used ChatGPT to help me write this)
