Port number issue

[Anonymous]

Hi,

I’ve requested to port my number from Sky to O2 13.02.2018 and received confirmation text that my number was due to port on 14.02.2018 by 6PM.

14.02.2018 11:06 AM Sky SIM card “No network” and got an email from Sky that my Sky Mobile service is now cancelled, some excitement here, restarted my O2 phone and still my temporary number, right, lets wait a few more hours.

Live chat told me to wait because this is normal and it’s pending.

After 6PM, called CS and been told this is normal and number port is pending and this can happen any time up to midnight, but even so adviser offered to call me next day 7AM at her shift start (still waiting).

15.02.2018 08:30 Live chat, “Your number is now ported, I can assure you”, but it’s not, when calling my old number just got a message than number isn’t recognised and I’m not able to receive calls or texts, been told to restart my phone (again) remove SIM card and wipe it and it will work (at this time I knew the adviser had no clue).

Called CS over the phone to be told, “No your number isn’t ported yet, this is due to Sky not sending the file to us and this can take another 24h”.

Now I’ve been left with no phone and no one can call me or text me, I’m a bit lost here and what bothers me most is the lack of CS from O2, they just lie and have no idea what’s going on, and in order to close the case they just lie “rest assured” “I promise you” and many other lies I’ve got from transcripts.

If a customer requests port means his number is important, and not at a single time O2 gave me a solid answer or any sort of apology or compensation for this.

Sent PM to Toby and not a single feedback.

I believe this wasn’t the best choice at all...

[Cleoriff]

Hi @Anonymous It sounds as if it could be a split port, in which you would have to go back to vodafone to ask them to send to O2 again...

https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

Have a look at the section switching from another network to O2

PS Toby no longer works here any longer...

[Glory1]

Hi @Anonymous sorry to hear about the problems you've had porting your number from Sky to O2. Toby is no longer Head of the O2 Community which is why you've not had a response from him. You'll need to keep chasing CS but I will tag @Martin-O2 and @Marjo our Community Managers to see if they can help.

[Anonymous]

Hi @Cleoriff
Thanks for your reply
CS over the phone escalated this to PORT team and they requested this to Sky around 9AM, I believe I just need to wait, and wait...
I’ll be honest, this never happened to me before and apart from not having my number, I’m concerned about CS because they all say different things.

[Anonymous]

@Glory1 thanks!

[Cleoriff]

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@Anonymouswrote:
Hi @Cleoriff
Thanks for your reply
CS over the phone escalated this to PORT team and they requested this to Sky around 9AM, I believe I just need to wait, and wait...
I’ll be honest, this never happened to me before and apart from not having my number, I’m concerned about CS because they all say different things.

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@AnonymousSadly this happens occasionally The people you spoke to at O2 were probably unaware the port was unsuccessful. Fingers crossed this one is

[Anonymous]

@Cleoriff
This one was aware, she told me “it failed, we need to go back to Sky and request the file again, this can take up to 24h, but in my experience can take just a few couple of hours, keep restarting your phone”

[Cleoriff]

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@Anonymouswrote:
@Cleoriff
This one was aware, she told me “it failed, we need to go back to Sky and request the file again, this can take up to 24h, but in my experience can take just a few couple of hours, keep restarting your phone”

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That's the best advice @Anonymous (at least one advisor knew what had happened) .Once they get the correct files the port should be successful. And yes... keep rebooting your phone...

[Anonymous]

@Cleoriff with no disrespect to other advisers (probably lack of training or even knowledge) but the only adviser that could tell something was wrong was from UK call centre. All other call centres I’ve been trough had not a clue. Question here is, why having them, just a wast of time and money. Once again, probably not their fault if they don’t have the knowledge

[Cleoriff]

@AnonymousCouldn't agree more. Also I note you used Live Chat? They really aren't the best to contact as most of them have limited knowledge and experience. Yes they need more training we have been saying that for years.