PAC Code Transfer/My O2 not updated

[Anonymous]

Hi,

I had my phone number transferred from Vodafone to O2 today. My problem is that my phone was already registered to My O2 and now when I log in, it says there is a problem and still refers to the old phone number.

I just did the online chat thing and the advisor told me that I have to create a new email address and register my transferred number to the new email address. This can't possibly be right can it?

First off, my credit and price plan are registered to the old number so I need to check these have been transferred to the new number as well.

Second, it makes absolutely no sense to have a random account with the old number on it hanging around in the system and what if O2 reassign the number? That would cause all kinds of issues.

Finally, I refuse to believe that the My O2 account cannot be assigned to a new number. That's ridiculous! I am not creating a new email address just to manage my O2 account. From a customer service perspective this is awful.

Please tell me this can be sorted out logically and sensibly?

Thanks

[MI5 · Accepted solution]

It will change over automatically and your current "My O2" will update with the transferred number, but it takes a few hours to catch up. You'll probably see the "Ooops" page until it does.

[Anonymous]

Great! Thank you very much for quick response.

It seems I must have caught them on a bad day lol.

[Anonymous]

Hi Genie,

If your still having any issues then it may be worth giving O2 Customer Services a call on 202 from an O2 powered phone ,or From a landline 0844 809 0202 5p / min

Dont use online Live Chat for this.

Take care.

[MI5]

I transferred my number in exactly the same as you last Friday. It took about 4 hours from phone going off to everything coming back correct (phone & website). Just give your phone a reboot every now and again and don't worry, everything is normal so far.....

I wrote in my diary here http://community.o2.co.uk/t5/Discussions-Feedback/O2-from-an-Unbiased-Customer-Perspective-My-Online... post 19 onwards.

@Toby, maybe you can feedback the incorrect info given out here by live chat....?

[Anonymous]

Thanks Both. unfortunately I can't dial 202 as i'm on pay and go.

[MI5]

4445 is the PAYG number.

[Anonymous]

Thanks!

[Anonymous]

Fingers crossed.

[Anonymous]

OK so I just spoke to customer services and they too told me to create a new account using a new email address. They said there should be a way of merging the account records online but she didn't know how to do it and told me they get no training in how to use the website. my opinion of O2 is rapidly plummeting and I think my next stop will be to make a complaint.