Number porting nightmare - please help

[m4r7y]

Hi, I am hoping someone out there can help me.

I bought an o2 sim for my wife to add to my account and gave the PAC (to migrate from Three) when placing the order.

• I had a txt from o2 on 12/02/24 to my sim (not the number being ported) to say that the port would happen on 06/02/24(!). 
• The Three sim switched to emergency calls on 13/02/24 at which point my wife was able to receive inbound calls / txts to her 'ported' number on the o2 sim.
• She cannot make outbound calls or send txts from the o2 sim.

We spoke to o2 a few times, the first time they raised a 'ticket' and said to wait 5 working days.  We chased up and today (19/02/24) I was told to try resetting the network tomorrow and restarting the phone after taking the sim out, if that does not work they said I could cancel the order.

I asked to speak to a supervisor as that sounds like I will lose the number and I do not want to.  (It feels like an o2 issue as calls are routing into the sim, it just does not seem to be picking up the network for outbound calls / txt).  Still waiting for the promised callback....

Can anyone suggest anything I can do or help in anyway?

Thanks in advance

[MI5]

@m4r7y 

Can you log in online https://mymobile.o2.co.uk/ ?
If so, try deleting the app, rebooting your phone and then reinstall the app.
We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Guide: How to find help & contact O2 

Guide: Migration & porting into O2  

[m4r7y]

Hi, thanks for replying.

It isn't an app issue.  The phone with the sim in question doesn't have the app installed.  It feels like o2 have not completed the port at their end.

[MI5]

@m4r7y 

You still need to chase O2 to fix the issue, sorry.

[m4r7y]

Thank you, I am, but they are being less than helpful.  Is there a better way than calling or the app?  I need to speak to someone there who can actually deal with the issue.

[MI5]

@m4r7y 

All contact details in the guide I posted Guide: How to find help & contact O2 

[m4r7y]

Thank you

[MI5]

You're welcome and good luck @m4r7y 

[m4r7y · Accepted solution]

Happy to report that as of this afternoon (and nearly 2 weeks later....) the issue has been resolved.  Thanks to @Dave-O2 for his help!