Porting old number issues

[Jp2]

My husband contacted O2 last Friday to provide his pac code and have his old number with another network ported to his new O2 phone.
We have contacted O2 again yesterday and today and it hasn’t been done. Now saying 24/48 hours from this evening.
To make matters worse, yesterday he got a text message with someone else’s name on from O2 so they had clearly confused his account with someone else to start with!
What can we do to get this resolved? Any ideas anyone? He needs the phone for work and this is a total nightmare.

[jonsie · Accepted solution]

Only customer service can help you with this I'm afraid. You could make a complaint but the number will hopefully be sorted out for you within the timescales given

. https://www.o2.co.uk/how-to-complain

[Jp2]

We’ve contacted them many times now by phone and live chat and it’s the same conversation over and over again

[Cleoriff]

It maybe a split port. It sounds as if you may have to start again. Follow the advice in this link @Jp2

https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-to-get-your-PAC-2017-Update/ba-p/1052278

Or keep chasing customer services..

[Jp2]

We even have the transcript of a live chat yesterday which stated it would be done today but my husband had to ring again tonight and they’ve started the process now apparently

[MI5]

Make sure you actually have a PAC from your old network and not a PUK. Difference explained here.
https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/What-code-do-I-need-PAC-or-PUK/ba-p/1076528
Then follow the relevant advice here for switching from another network https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

[MI5]

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@Jp2 wrote:
We even have the transcript of a live chat yesterday which stated it would be done today but my husband had to ring again tonight and they’ve started the process now apparently

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It's also advisable to call on 202 to speak to an agent rather than live chat.

[jonsie]

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@MI5 wrote:

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@Jp2 wrote:
We even have the transcript of a live chat yesterday which stated it would be done today but my husband had to ring again tonight and they’ve started the process now apparently

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It's also advisable to call on 202 to speak to an agent rather than live chat.

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^^^^ Exactly that.... 

[Jp2]

Thanks for the advice everyone. According to the guides you’ve sent me the links for we should get a text to confirm when it will happen. Not received this

[MI5]

Please call on 202 again.