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Port number issue

Anonymous
Not applicable

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...

Message 1 of 34
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Martin-O2
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Thanks for the mention @Glory1 smiling

 

@Anonymous Give the process another go and if you're still having issues give me a shout and I'll look into it for you.

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Message 11 of 34
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Anonymous
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@Martin-O2
Port is now complete
Still no word from O2 regarding being left more than 24h without service
Message 12 of 34
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Cleoriff
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Good to hear @Anonymous. Sometimes these split ports happen but at least it's sorted now wink

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Message 13 of 34
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Anonymous
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@Cleoriff true
Still bunch of stuff that doesn’t work, WiFi calling, 4G calling and visual voicemail. I’ll give another 24h but at least I can use my phone again. Thanks for the support
Message 14 of 34
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Cleoriff
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No problem @Anonymous More info on Wifi Calling here https://www.o2.co.uk/connectivity/wifi-and-4g-calling

Check your device is supported. If so keep rebooting your phone..:smileywink:

Veritas Numquam Perit

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Message 15 of 34
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MI5
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@Anonymouswrote:
@Cleorifftrue
Still bunch of stuff that doesn’t work, WiFi calling, 4G calling and visual voicemail. I’ll give another 24h but at least I can use my phone again. Thanks for the support

If all that isn't working you might be on the wrong data tariff.

4G calling is only in supported areas which aren't too plentiful right now, but wifi calling and VVM requires you to be on iData.

If they don't come online, call customer services and ask them to check you are on data for iPhone on your account.

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 16 of 34
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Anonymous
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Hi @MI5 they confirm all services are active. Temporary number was fine and after no signal restarted phone and got the message about 4G and WiFi calling not active to call CS. They say I need to wait for account to update overnight and iData is on.
Message 17 of 34
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MI5
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OK, all good then.
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 18 of 34
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Martin-O2
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Glad to hear this has been sorted @Anonymous! Any further issues please let us know. wink

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Message 19 of 34
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jonsie
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I hope everything goes OK for you this morning and the updates happened as promised.

Message 20 of 34
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