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...

[Anonymous]

Hi @jonsie
I’ve been sad, very sad, happy and now I’m just gutted
Por was due to happen 14.02.2018
No service on my old provider since 11 AM on port date, nothing worked on my new o2 SIM, yesterday I got signal around 6PM and today just lost signal around 1PM.
O2 “keep restarting your phone, this will happen in the next 24h”
This is the 3rd day now and I don’t feel this is a great start... @Martin-O2
Do I need to log a complaint, because just being nice isn’t working.
I had to take a coffe to use WiFi to call family using FaceTime to let them know “I’m offline again”

[MI5]

I'm wondering if you have a dodgy sim card?
Probably worth checking for network faults in your area too http://status.o2.co.uk/

[Anonymous]

Hi @MI5
I’ve been into an o2 store, another sim works on my phone.
Still related with port in still pending...
Each advisor “will be sorted in 24h”
I can’t even transfer my number to another provider (I believe any will do at this stage) because my number doesn’t exist now

[Anonymous]

@MI5 now the number is working again, had to call to add iData bolt on.
Visual voicemail is back and hotspot.
4G and WiFi calling still not working both showing active one my account.
New customer starting like this... not very inspiring

[MI5 · Accepted solution]

Yeah I agree....
They always get the data bolt on wrong which was why I mentioned it before - so basic yet they seem incapable of getting it right half the time.

[Cleoriff]

@AnonymousI have just found this post by @MI5 from July 17 To enable Wifi calling

https://community.o2.co.uk/t5/Apple/Wifi-calling/m-p/1059514/highlight/true#M155479

Have you tried all that advice?

[Anonymous]

@Cleoriff hi
I’ve seen that, done all of that still not working.
I can’t cancel the service because my bill is tomorrow. I’ll wait and try removing and adding again. Fingers crossed.
Today, finally I’ve got an email from O2 complaints to inform someone picked the case and will receive a call in 5 working days. Finally

[MI5]

Might just be in the 24 hour waiting period if iData has only just been added.

[jonsie]

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@MI5wrote:
Might just be in the 24 hour waiting period if iData has only just been added.

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Possibly update at midnight?

[Anonymous]

@MI5
Received a call from o2 to inform my number was now working as expected.
On the same call they activated all services, seems to be all back on track.
My next bill is on them.
I’m glad I can use my phone after 3 days of pure nightmare