Hello,
I have had an unbelievable experience porting in my number to o2 and over a month and a half later it looks as if my number may be lost forever. I don’t have anywhere else to turn as all my emails, letter and numerous phone calls and store visit hasn’t made any progress.
I had a number with Three that I wanted to port over to o2. (It’s a very important number to me that I’ve had for a long time and that i really want to keep)
I ordered an o2 pay monthly sim online and provided a pac code as part of the online order. This was on 30th April.
So my sim arrived in the post and I’m waiting for the port in date to be set before I use the o2 sim.
On 9th may i get an email and sms saying my security details had changed. Expecting that this means that the port over is in progress I call o2 customer services and get told that my account is suspected fraud and to email the o2 fraud team.
I send emails to this team explaining that I am the o2 customer and that I want the port in to go ahead. I send these on 9th May, 12th May, 17th may and 1st June. To date I have not had any response back from that team.
I visit the o2 store on 23 May and bring my order confirmation, ID documents and copy of contract that came by post. The helpful staff member sees that I am who I say I am and contacts CS and retail support. They relay to me that that both the temporary number for the o2 sim I ordered and my ported in mobile number from Three have been suspended/disconnected due to suspected fraud.
I am shocked but understand that these things need to be investigated. However I am without my mobile number from three (they completed the port out request and are now closing my account and can’t reinstate without pac code from o2)
I haven’t had any response to my communications and phone calls can’t progress due to fraud team involvement.
I sent a letter to o2 correspondence team to explain everything and how I really need this number to be reinstated and this letter received 30 may (signed for delivery) hasn’t been responded to.
I am really at a loss and short of raising a complaint with ofcom to allow more investigation I can’t understand why my long standing number was ported in on 9th may then immediately closed by o2 with no way of me retrieving it.
Very frustrating and compounded by me being a new parent on 15th may so really could have done without my longstanding tel number being closed for reasons I can’t be told and no response from the email address I’m meant to liaise with.
hoping someone from o2 can read this and help me please! I’m sure it’s all a misunderstanding and am ready to verify my identify and ownership of that tel number.
