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Number port not working - can't receive calls or SMS and internet not working

Andrei1
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hello,

 

I've moved over from an EE esim on the 2nd of november.

I was given an O2 esim pack and told the port will take between 24 and 48 hours.

I downloaded the eSIM on my phone (iPhone 11pro) and waited. On the 4th the e sim from EE stopped working and the O2 one seemed to work (tested by calling my wife and saw the correct number was showing and I had 4g internet) 

After a couple of hours she tried to call me but couldn't get through and could only get a string of beeps like a connection error (no ring ring tone). Afterwards I tested and I couldn't receive calls or sms from anybody. After 30 min on live chat adn 20 min on the phone to customer service they said they will send me a replacement e sim pack (as I can't pop into a store because of lockdown).

I received the replacement sim on 7th of november, downloaded it but to my surprise it just showed no service. I called Customer service agai and they told me it take 24 hours to activate.

On the 9th it still showed no service so I called Customer service again and they said that there was no request to activate the esim in the system and that they will raise one and to give them 24 hours for activation.

On the 10th I had service showing O2 4G but I couldn't receive phone calls or SMS and now the 4g internet wasn't working either. I called Customer service again and they said the porting might not be completed 100% and they they will raise a form for the backroom staff to complete it and to give them 24 hours.

The last 24 hours have now passed an nothing has changed, nothing works and it's been over a week since I switched to O2 and I don't have a proper phone line yet.

I can't even describe how disappointing and awful this experience has been and I hope this is a fluke and not how O2 usually operate.

 

Can anybody please help me out with this?

 

Also I have been restarting my phone every hour hoping it will work(based on the advice from CS)

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Cleoriff
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@O2Lisa @O2Daniel  are you able to help @Andrei1 ?

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O2Lisa
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Thanks for the tag @Cleoriff smiling

I will private message you now @Andrei1 so we can get this sorted for you 

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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Cleoriff
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Thanks @O2Lisa  thumbsup

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Weed
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Exact same issue, week of not been able to receive sms and phone calls,   been sent a second sim, restarted phone multiple times and reset network setting (as per service desk)

@02Lisa help

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Cleoriff
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@WeedI'll tag @O2Lisa to your post. She will be on tomorrow at 8am.

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O2Lisa
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Morning all, thanks for the tag @Cleoriff 😊

I'll message you privately @Weed and get this sorted for you.

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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Cleoriff
Level 94: Supreme
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Morning @O2Lisa  and thanks 👍

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jonsie
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Very useful putting working hours in your signature, only just noticed

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JemimahG
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I cannot receive calls , send or receive texts after number port. When I call someone it works fine with the right number, but nobody can call me. Very frustrating . Can anybody help? Thanks 

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