Yet Another Number Transfer Taking Forever Post. YANTTFP

[Anonymous]

Or if you like, Requesting Another Number Transfer Incredibly Not Good. - RANTING...

It took a week of botched contracts, and failed messages to get the new phone delivered.

Now into four days and counting, and still no number transfer happening. This is after two attempts. One via the direct SMS method. Looks good, but didn't happen yet.

The second on Monday via the web page interfce. Looks good, but still ... nothing happening..

and yes I know this community can do nothing, but that's ok, because neither can O2 it seems.

I guess I'll just have to continue looking important, or like a drug pusher, and carry around two mobile phones ... until someone decides they should do a bit of work. I mean, in this day and age, and O2 Techs doesn't work weekends???? Do they think they are NHS doctors of something?

[Cleoriff]

Just wanted to mention about the store doing it. They refused to do it for my husband...they inserted the sim (which he could have done himself) and sent him on his way advising to 'Ring CS to do the rest' .. I was amazed at this because they did all this for me 6 months ago when I had a 4G sim for my Note 3.

Same story for my daughter in law. They wouldn't so it. However it may be store dependent ?

[PhoneDoc]

Out of curiosity, were did you get your new O2 contract @Anonymous? It's part of the O2 process to include such a migration when processing your order, rather than doing it after the fact.

@Cleoriff Was this just a SIM swap they needed done, and were they the account holders?

[Cleoriff]

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@PhoneDoc wrote:

@Cleoriff Was this just a SIM swap they needed done, and were they the account holders?

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My husband is the account holder and had changed from payg to sim only contract. He kept his current phone. He wanted to keep the same number and contacts etc (in fact it was a sim swap and keep his number)

Due to my experience with our O2 shop doing a similar swap for me 6 months previously we thought it would be easier for them to transfer the lot in one fell swoop. They didn't and just told him to 'ring cs'.

They told my daughter in law the same thing 2 weeks prior to this...

[PhoneDoc]

Ah I see now. As far as stores go, filling in the form to sign up a new customer / opening a new connection, is our one and only chance to port a number on to the new account.

If a customer is on O2 PAYG, we can port their number on to the new pay monthly account in an hour or two. They won't need a temporary number.

If they're giving us a PAC code from another network, we'll give them a temporary number and their keep number will transfer across to it within 48 hours.

If a PAYG number or a PAC code wasn't given to the adviser upon signing up, it'll have to be Customer Services who arrange porting of the keep number across to the new account. Again, this can take up to 48 working hours. This is also the process customers may have to follow if they choose to take out a contract from a reseller, and the onus will be on the customer to do this.

There are forms online you can self-complete in these situations, but I'd recommend phoning Customer Services instead. It'll be PAYG CS you need to speak to about porting a PAYG number to contract.

Hope this clarifies the process and what we can do / can't do in store.

[jonsie]

Yes as I said earlier, a store can't help this particular poster and it's not a simple sim swap. Customer service needs to do it. This is a migration to a different platform so simply changing sim isn't an option that a customer can do without filling in the form I linked to or by calling them.

[Cleoriff]

My husband didn't need to ring CS. I did it online using the Keep My Number form. As said it was transferred over in 10 minutes. Maybe because I knew which form to complete.

[Bambino]

This should be something they can do for customers in store. It seems to me to be a a simple process that they've made more complicated.

[Cleoriff]

For clarification this is how it went. He upgraded online to a contract sim. The sim arrived two days later. He went to the shop, they put the sim in his phone (he could have done this himself) He and I thought they would transfer numbers to save him keeping old sim in to get code etc...They didn't. He came back and I completed the transfer of number using the online form. At no point did he ring CS..

[Cleoriff]

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@Bambino wrote:

This should be something they can do for customers in store. It seems to me to be a a simple process that they've made more complicated.

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Totally agree @Bambino They could have done it in 10 minutes...instead with the to'ing and fro'ing to town and back it took a lot more of our time.

[PhoneDoc]

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@Cleoriff wrote:

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@Bambino wrote:

This should be something they can do for customers in store. It seems to me to be a a simple process that they've made more complicated.

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Totally agree @Bambino They could have done it in 10 minutes...instead with the to'ing and fro'ing to town and back it took a lot more of our time.

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PAYG to Pay Monthly migrations can be as quick as this. PAC codes etc are the ones that take up to 48 hours.

Although there are times I'd quite like to have access to more systems and processes in stores, I can see how this would ultimatley be self-defeating. Imagine waiting in queue for an hour or longer next time you want to upgrade your phone because the 5 customers in before you all had account issues that they wanted resolved, rather than phoning customer services. In general, stores are best suited to helping you with devices and CS to making account changes.