O2 to O2 porting problems

[Anonymous]

Just looking for some advice. I've upgraded to an iPhone 6 and am waiting for my old phone number to be ported over. I had no service on either phone for 3 hours yesterday. Today both work for making calls and receiving calls but messaging and voicemail isn't working on my new phone and more importantly I only have wifi and no data. As I'm still within O2 I'm surprised at the issues I'm getting. Is this normal? I've tried to speak to customer services but can't get through and live chat isn't working. If it's just a case of waiting a rough idea of time would be good. I was out in the dark on my own last night before I realised I didn't have a working phone so want to be sure of what's happening with the porting before I leave work!

[Anonymous]

I assume youve sim swapped fine then if you've moved your O2 tariff and mobile number from your original sim to the Nano one. Via http://swapmysim.o2.co.uk

Try turning the phone off and on.

Contact O2 Customer Services. 202 for Contract. 4445 for PAYG to ensure the sim swap has gone through ok and check your masts via http://status.o2.co.uk

[jonsie]

Technically you aren't pouring,  just doing a sim swap. Once done, only the new sim should be connected to the network as the old sim should be dead. 

Something is wrong  if both sim are live. If you have done the sim swap the old sim first loses signal.At that stage you should use only the new phone and sim, switching off and on at 15 minute intervals until the original number is transferred over.

[Anonymous]

Please make sure they have completed this process properly as I before have been in a sticky situation because of O2 and then not swapping my number over correctly which resulted in me having no service for 3 days. Keep on trying with CS and in the meantime keep restarting your phone to see if anything picks up

[Anonymous]

Yes the sim swapped fine. The new phone has been switched on and off a few times. I'll keep trying with customer services! My old phone no longer has any service according to the screen but when someone rings my new phone the old one rings as well! I've switched the old one off now but being reliant on the new phone only is difficult when I only have partial service.

[jonsie]

Keep on to customer  service  as it should be completed  by  now.

[Anonymous · Accepted solution]

All now seems to be OK except for my online account has disappeared. Will sort eventually but thanks for the advice re the phone set up!

[jonsie]

It can take a couple  of  days  for the online account to be set up. As long as you are using the correct log in details set  up by O2  you should be fine.Glad you are sorted☺

[Anonymous]

It's good to hear things are settling now for you and hopefully you can get back to enjoying your phone / service.