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Level 1: Joiner
Posts: 2
Registered: ‎22-03-2020
Accepted Solution

Switch to O2 and keep my number- 2 Months delay

 

Hi everyone,

 

I couldn't any similar query so decided to write it down.

 

I am trying to switch from 3(Three) to O2 and keep my number.

I followed all steps like I've been informed.

I collected my new sim, had PAC number from 3 (previous provider) and send it to O2

After that, I received an email says

 

"The request could not be completed, the following reason is given for the rejection:

Validation Exception: Sorry, the information provided for our security checks is incorrect. Please check and resubmit your request"

 

This email was sent on early March. I tried couple of times and keep receiving same error email.

I double checked all my personal details and everything same. I even contact to 3 to discuss this and they confirmed that all personal info is correct.

 

In the meantime, O2 is billing me and I ended up paying 2 bill to two different providers. I can't use O2 but still paying for the services that i can't use. I surprisingly could speak with a lady from customer services. She checked all the history, confirmed all process seems fine but couldn't solve my problem. I've been told that customer service will call me about the issue but no one called me.

 

I want to get this sorted and want refund for the bills that i didn't use. If I still can't swith to O2, I want to cancel it and don't want to pay extra bills.

 

I need some help please!

 

Thanks

 

 

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Posts: 100,152
Topics: 546
Solutions: 12,719
Registered: ‎04-04-2012

Re: Switch to O2 and keep my number- 2 Months delay

@Ero 

You'll need a new PAC now as yours will have expired.

Guide: How to get your PAC 2019 Update 

How to keep your number https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number or call O2 Guide: Coronavirus Community Help and Support 

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)
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Posts: 79,896
Topics: 572
Solutions: 3,813
Registered: ‎04-01-2009

Re: Switch to O2 and keep my number- 2 Months delay

If you requested this in March then the PAC will have expirednow so you need to request a new one from Three

Then phone O2  and give them the PAC over the phone

Guide: Coronavirus Community Help and Support 

The best number to get through seems to be
0800 587 4005

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Level 1: Joiner
Posts: 2
Registered: ‎22-03-2020

Re: Switch to O2 and keep my number- 2 Months delay

Thank you i will try both

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Posts: 100,152
Topics: 546
Solutions: 12,719
Registered: ‎04-04-2012

Re: Switch to O2 and keep my number- 2 Months delay

Good luck
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)
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Level 29: Intuitive
Posts: 4,639
Registered: ‎03-08-2018

Re: Switch to O2 and keep my number- 2 Months delay

Hello @Ero
How awful so unacceptable.
Unfortunately you will need to contact o2 don't know how to tell you to be patient but in very upsetting and difficult times patience is needed in large measure.
You definitely need a proper accounting from o2.
I do hope you can get through this soon
Wishing you good luck TallTrees