Phone Number Porting Nightmare

[Anonymous]

Dear O2,

The following article on The Guardian mirrors my current situation.

http://www.theguardian.com/money/2014/nov/13/vodafone-technical-problems-port-number-contract

On Wednesday 27th October I bought a new iPhone 6 on contract with O2. The following day I contacted O2 to initialize the phone number porting process to transfer my Vodafone number from to O2. My call was transferred to O2’s Cape Town office and the lady I’ve spoken with told me everything went through and my porting would have been completed in 24 hours.

24 hours later nothing happened. On Friday 31st I went to the O2 Store in Cheapside, London (EC2V 6AU) explaining my issue. Caz, a girl working there, said to me that the porting wasn’t completed because I provided the wrong security information (!!!).
She put me through a customer support representative, who told me the porting would have been completed on Monday 3rd November. 1 minute later I received a text saying that the porting would have been completed on Tuesday 4th.

The following Monday nothing happened.
On Tuesday 4th my phone automatically switched off. After switching it back on and calling my girlfriend, she confirmed that she could see that my caller ID was the number I wanted to port. I thought that meant that the porting was successfully completed.

On Wednesday 5th my girlfriend reported that, when she tried to phone me, she went through Vodafone voicemail. I then tried to call my mobile number from my company landline, and I went through Vodafone voicemail as well. My colleague called me from an O2 mobile and I did receive his call. However, when he sent me a text message, I didn’t receive it.

I could only receive calls from O2 mobiles. My ability to send outgoing calls and texts wasn’t affected. I could also use phone data. This is still happening now.

In the following days, up until now, I have been 5 times to the O2 shop in Cheapside and twice to the Vodafone shop on the same road. I’ve been on 8 phone calls with O2 and on 5 phone calls with Vodafone.
I’ve also performed numerous online chats.

During 2 of my O2 shop visits, an O2 “Guru” (Ulman Farooq) spoke with Vodafone, who confirmed that everything would have been rectified in 24 hours. In both occasions, 24 hours later, I was still experiencing the same issue.

Yesterday, on my latest trip to the O2 shop, the Guru told me that I’ve been promoted to Platinum Member, and that a team of specialists would have assisted me from then.
Julie Hassey and Linda Treble in the Platinum Team chased Vodafone once again. Vodafone confirmed that the issue would have been rectified within 24 hours. Today I still can’t receive calls and texts.

Today I’ve phoned the O2 Platinum Team once again. They’ve said there’s nothing else they could do and advised me to contact Vodafone. I’ve subsequently phoned Vodafone and I’ve been told to liaise with O2, as they are my new carrier and should take care of my request.

O2 says that the issue was caused by Vodafone not releasing my number, whilst Vodafone denies any responsibilities, saying that everything has been configured correctly on their side.

I’ve been paying £53 per month for my O2 contract, even if I haven’t been able to receive phone calls from the majority of my contacts.

I’m currently at a loss. I haven’t been able to receive calls for 18 days.
This issue has taken up a big chunk of my life, causing me to skip 4 launch breaks in a week. I’ve spent many hours on hold, waiting for an operator to assist me.

Tomorrow I will be moving flat, and not being able to receive calls will make the move more difficult than it should be.

Could you please help me?

Thanks in advance.


Regards,

Nicolas

[Anonymous]

Sorry, but I am a bit confused by your answer.
Initially you wrote that Ofcom won't respond, then you wrote that with a formal complaint they will get involved.
Can you please clarify whether they will do something or not?

[Anonymous]

Hi RUN4YOURL1F3

Perhaps if you private message one of the O2 community site management they may be able to assist.

@Toby or @Anonymous or @Marjo

[Bambino]

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@Cleoriff wrote:

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@Anonymous wrote:

I was wondering why were you asking me to remove my number if you aren't a moderator.

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The regular posters on here would all do that. Its custom and practice for your own protection really. We would also ask a moderator to remove it if you didn't.:smileywink:

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Cleoriff did the correct thing in asking you to remove your phone number.This is a public forum. Anyone, including spammers, could take your number off the page and you'd spend days, possibly months, blocking numbers and fending off cold calls from all sorts of lowlife trying to sell you all sorts of junk.

[Bambino]

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@Anonymous wrote:
Sorry, but I am a bit confused by your answer.
Initially you wrote that Ofcom won't respond, then you wrote that with a formal complaint they will get involved.
Can you please clarify whether they will do something or not?

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What I mean is you would have to go through a formal complaints process starting here: http://www.o2.co.uk/how-to-complain

If your complaint could not be resolved by O2, you could then take it further.

[Anonymous]

Thank you. Finally a helpful answer!

[Anonymous]

You mean by contacting the Ofcom?

[Anonymous]

Why would you ask a moderator to remove my number if it were for my protection?

I'm willing to take the risk of showing my number.

[Cleoriff]

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@Anonymous wrote:

Why would you ask a moderator to remove ******* if it were for my protection?

I'm willing to take the risk of showing my number.

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The forum moderators aren't happy it remains though...We would all have made the same comment on here.

Sorry if that isn't what you want to hear. I was only abiding by forum T&C's

[Anonymous]

You weren't abiding to the T&C, you were trying to enforce them.

Anyway, apologies accepted.

[Cleoriff]

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@Anonymous wrote:

You weren't abiding to the T&C, you were trying to enforce them.

Anyway, apologies accepted.

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I asked you to remove your number. I have no power to enforce you remove it.. The Moderators have the right to enforce the rules..... as they would remove the number (if you didn't)

I will leave it there and wish you the best of luck with your problem