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Phone Number Porting Nightmare

Anonymous
Not applicable
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
Message 1 of 28
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Cleoriff
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Hi...

This is a customer to customer forum so could I ask you remove your phone number from your post please?

*The Game Is On*

Girl in a jacket
Message 2 of 28
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Cleoriff
Level 94: Supreme
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Registered:

Additionally if I could add...as we are all customers here we have no access to your account details and as such are unable to help sadly...

It seems you are trying to resolve this via O2...and it is only O2 CS who will be able to help?...

*The Game Is On*

Girl in a jacket
Message 3 of 28
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Anonymous
Not applicable
Are you a mod?
Message 4 of 28
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Bambino
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No, she's a customer, as most of us are. A moderator will identify themselves as such.

 

It sounds as if there's a lot of buck passing going on here, but from your description of the situation, it does seem that Vodafone still has a part in all this, if your incoming calls are going to Vodafone voicemail. You're just going to have to keep at it with both O2 and Vodafone until the situation gets resolved.

I DO NOT WORK FOR O2



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Message 5 of 28
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Cleoriff
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@Anonymous wrote:
Are you a mod?

Me...a Mod?

No nothing so important @Anonymous ...Just a customer like yourself....and a community forum member...:smileywink:

Just pointing out that no-one from O2 will respond to your query on here as it is a community forum......

*The Game Is On*

Girl in a jacket
Message 6 of 28
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Anonymous
Not applicable
I've posted this here for greater visibility, as O2 CS is not very helpful.
I was wondering why were you asking me to remove my number if you aren't a moderator.
Message 7 of 28
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Anonymous
Not applicable
I've contacted the Ofcom and the journalist who wrote the article. Hopefully they can help.
Message 8 of 28
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Bambino
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Ofcom will not respond. You would have to go through a formal complaints procedure with no resolution before they would get involved. By all means see if the journalist can help, but you should still pursue the problem through O2 and Vodafone CS.

I DO NOT WORK FOR O2



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Message 9 of 28
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Cleoriff
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@Anonymous wrote:

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

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:

 

*The Game Is On*

Girl in a jacket
Message 10 of 28
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