cancel
Showing results for 
Search instead for 
Did you mean: 

Split port (<1month) affecting house purchase

rockstarsmith
Level 1: Joiner
  • 1 Posts
  • 1 Topics
  • 0 Solutions
Registered:

Hi 

 

I ported my number from vodafone to O2 on 22nd Sept. Since then, have not been able to receive calls or texts to my ported number.  This is currently causing a lot of frustration as I cannot withdraw mine and my partners deposit money from NS&I without the security call to confirm my identity - which in turn, is preventing being able to exchange on our first time house buy.

 

I highlighted the issue to O2 on 2nd October (10 days after port) that I could not receive texts and calls. Was taken through phone settings to ensure these were ok. An investigation was started with previous provider to check if number was fully released from their end, which was meant to take up to 2 working days.

 

On 8th October (6 days after investigation started), I contacted O2 and raised that I had not heard anything about the investigation. Taken again through phone settings to check. Was told to contact Vodafone myself to check if they have kept the account open. Contacted Vodafone, account was closed and porting looks fine. Contacted O2 again, "vodafone have confirmed the account was closed and port was fine". The best they could do was raise another request that will take up to 24 hours, but they didn't want to do that because the original request may be removed if another is placed.

 

16th Oct tried to withdraw deposit money for exchange of contracts and realised I could not receive security call to confirm identity.   Tweeted O2...no resolution as yet.

 

19th Oct --> rang customer services, escalation to technical team, resolved up to 24 hours (no reply)

 

20th Oct --> rang customer services, no reply, escalation to technical team, resolved up to 24 hours....

 

I also started a resolution expert request on 8th October after above discussion.

13th October -> provided more info for team ("we will respond to your email within next 5 working days (20th Oct)), no reply yet.

 

Is there anything I can do to speed this along? Really disapointed with all of this and just want to exchange contracts on house and be able to use my phone!

Message 1 of 15
678 Views
14 REPLIES 14

MI5
Level 94: Supreme
  • 122226 Posts
  • 609 Topics
  • 18980 Solutions
Registered:

@O2Lisa @O2Georgina ?

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 2 of 15
631 Views

viridis
Level 56: Guvnor
  • 13454 Posts
  • 98 Topics
  • 303 Solutions
Registered:
Have you tried changing your security number to an available one with ns&I?
I believe you can call them and go through security questions and change it.
Message 3 of 15
630 Views

O2Lisa
  • 573 Posts
  • 0 Topics
  • 19 Solutions
Registered:

Hi @MI5 thanks for the tag, I will private message you now @rockstarsmith smiling

My working hours are Monday 08:00 - 18:00, Tuesday - Friday 08:00 - 14:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

signature
Girl in a jacket
Message 4 of 15
624 Views

MI5
Level 94: Supreme
  • 122226 Posts
  • 609 Topics
  • 18980 Solutions
Registered:

thumbsup

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 5 of 15
621 Views

Natasha21
Level 1: Joiner
  • 3 Posts
  • 1 Topics
  • 0 Solutions
Registered:
Hi,

I am experiencing exactly the same issue. Please can you advise if this was resolved and how please? Thank you
Message 6 of 15
561 Views

Cleoriff
  • 106330 Posts
  • 790 Topics
  • 5483 Solutions
Registered:

@O2Lisa 

Can you help again please?

*The Game Is On*

Girl in a jacket
Message 7 of 15
555 Views

O2Lisa
  • 573 Posts
  • 0 Topics
  • 19 Solutions
Registered:

Morning @Cleoriff thanks for the tag, yeah of course, I'll message you privately now @Natasha21 and we'll get this sorted for yousmiling

My working hours are Monday 08:00 - 18:00, Tuesday - Friday 08:00 - 14:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

signature
Girl in a jacket
Message 8 of 15
549 Views

MI5
Level 94: Supreme
  • 122226 Posts
  • 609 Topics
  • 18980 Solutions
Registered:

@O2Lisa 

To avoid confusion, @Natasha21 has started her own thread here https://community.o2.co.uk/t5/Pay-Monthly/Number-port/m-p/1410752

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 9 of 15
545 Views

O2Lisa
  • 573 Posts
  • 0 Topics
  • 19 Solutions
Registered:

Thanks @MI5 I'll check it out nowsmiling

My working hours are Monday 08:00 - 18:00, Tuesday - Friday 08:00 - 14:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

signature
Girl in a jacket
Message 10 of 15
543 Views