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PAC code problems.

Joeleather
Level 1: Joiner
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Registered:

My problem:
I’m TRYING to port my number over from EE as I have recently joined you. My number has left EE now and is within your systems. My contract with them has ended. It ended on the 11th of April when my port was originally supposed to happen. It’s been three weeks and still it’s not been ported.

I’ve made multiple complaints over the phone. In total I’ve been on the phone to you for about 6 hours over the past 3/4 weeks. I’m told that the number is within your system and that when it’s manually attempted to be ported over there’s an error which apparently reads as “soft resolved state” or so I’m told.

It’s been passed to the service team, then the back up team and the ports and migration team. All of which have had it escalated to them MULTIPLE times (which I’m sure you can see on my account). All of these teams have done nothing to help resolve my issue. It’s just escalation after escalation with no outcome. It’s beyond a joke.

I need my number. I work for the NHS and can’t login to some accounts due to 2FA (two factor authentication) same with my personal accounts like my car finance. This is majorly impacting my life. And you’ve not given me the service I was promised when I signed up.

The resolution I NEED is to have my number ported in and to be compensated for my issues and disruption to service.

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Joeleather
Level 1: Joiner
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Hi I appreciate this. But I’ve been on there and tried it all. 

View solution in original post

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Bambino
Level 85: Esteemed
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@Joeleather This is not O2. This is a customer community. We have no access to account information, and no one here can resolve this for you. You need to persevere with customer service.
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 (Payment Management) or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

You can lodge a formal complaint, but the response time is slow and will prevent any involvement from anyone else in customer service assisting you: How to Complain | Help | O2

I DO NOT WORK FOR O2



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madasaf1sh
Level 77: Grand Master
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@Joeleather 

 

This is NOT  customer services and no one from o2 will respond to you from this community of customers like you.


I doubt you will get any compensation and defo not any consequential loss compensation, as the issue could be down to BT/EE who if they have to be liaised with can take upto and more than 14days to resolve.

Speak to your NHS Trust IT team and they can issue you with an RSA Token as a interim solution, so you can work...

 

The best bet is to contact o2 via Social Media, just send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) and Twitter/X seems to get the best results..

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
Message 3 of 12
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Joeleather
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Hi I am aware this is a community forum. But have seen O2 managers tagged into other people posts. So I copied my email that I sent too O2 and put it on here. As typing it again for a different format in my opinion is pointless. You can understand the general jist of what I’ve gone through by reading the above. Thanks for your suggestions. But I have already tried to contact O2 though various channels (call, emails, X, and Facebook) and they don’t/ can’t help. Like I said I emailed the complaints team and the email bounced. So the email doesn’t even work. I’ve filled out a form on resolve but nothing from that yet. Was hoping I might catch some attention by posting on here. Also I have spoken too EE and the number has left them and it is with O2 now. So this is an O2 problem. 

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Joeleather
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Hi I’ve responded in more detail to the other person below. But yes I have tried all this and it does not work/ help. 

Message 5 of 12
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Enlli
Level 66: Unequalled
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@Joeleather The tagged O2 agents you mention were all removed from this Community some 11 months ago.

We have a community manager but he is on annual leave.

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
Message 6 of 12
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Joeleather
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What about @Dave-O2? Honestly why’s O2 so useless. Wish I never left EE😭🤣

Message 7 of 12
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madasaf1sh
Level 77: Grand Master
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@Joeleather 


He is off till next week, so you will have to preserve with Customer Services, and the best option is Social Media...

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
Message 8 of 12
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Joeleather
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I appreciate all the help everyone thanks. I’ve tried the social channels and they can’t seem to help. Keep telling me too wait and wait with no follow-ups. Anyone know why the complaint emails bouncing. This is the email I was given “complaintreviewservice@o2.com”

Message 9 of 12
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MI5
Level 94: Supreme
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@Joeleather 

https://www.o2.co.uk/how-to-complain

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 10 of 12
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