port not completed 5 days, cant receive calls from non-o2 networks or landlines

[Anonymous]

Many thanks for anyone reading and trying to help.

i moved from EE, porting requested 24 may, was due to be completed 26 may,

my o2 line started to show up as ported number from 26 may in outgoing calls but calls and texts to me still went to EE number

this went on for many days and after many painfully  long calls, EE number stopped 48 hours ago

now people cant ring me (calls to my number hit a beep beep and disconnect, UNLESS the caller is from an o2 line in which casde they come to my o2 line)

calls from landline and other networks cant reach me (no voicemail works, which does if you call me from another o2 line)

very frusterated, angry and upset as this is my main number and this is all going on since 26 may

any help will be much appreciated, thank you!

[Cleoriff]

Hi @Ntanu77 It may be a split port....(where it has not completed)  Have you looked at this help link? http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

If you need to you should call and discuss this with O2 Customer services http://www.o2.co.uk/contactus

You may have to contact EE again and explain the porting files need resending...

[Anonymous]

Thanks @Cleoriff called O2 CS they said they will look into it and get back within 5 days. I tried to convey the urgency considering the delay but that's the best they can offer. 

not impressed with O2, may be I have made a mistake coming through.

any other ideas please help if someone knows how to speak directly yo relevant team/migration team as I can't go much further it seems. Tried chat as well (from complaints page), same response.

[Cleoriff]

I think you also need to contact EE again...and ask them to resend the porting files.This shouldn't be taking this long. As for speaking to the relevant team at o2...if you have phoned them then they should pass it on.  I suggest you give them another call...you just may get someone more sympathetic to your plight @Anonymous

[Anonymous]

thanks @Cleoriff! will try

[Martin-O2]

Hi @Anonymous welcome to the community! 

Please keep us updated on your issue. I will be good to know that you get it sorted.

[Anonymous]

update- still can't receive call/texts after 6 days of porting date!

@Martin-O2 @Cleoriff

called and spoke to CS daily who have made promised that i should restart my phone and wait for 24 hours

Chatted to a o2 Guru on 31may , in nutshell, was promised this will be resolved 1st June morning, did not happen

called back to CS 1 june 10am, was told guaranteed resolution by 3pm, did not happen,

called back 4pm- was told, it should be passed to complaints team and they will get back to me in 5 days!

Timeline: port requested on 23 may , number migrated 26 may, and today being 1st June still cant receive calls and have to wait for 5 more days! what can i say?

Amazed, am i in a developed country in 21st century? first time I have been non-contactable since I bought my first cell, I guess silence I have is the silver lining in all this! 

[Cleoriff]

Hi @Anonymous as a customer like yourself I can't offer any further advice to that already given. I will ask @Martin-O2 to contact you when he is back on tomorrow. Probably if he takes your account details via PM he may be better placed to sort this out

[Anonymous · Accepted solution]

Thanks everyone, it is now resolved. 

O2 should review its processes as there are many people in similar position looking through web forums.

less techy customers may struggle more.

appreciate the support i received here, thanks @Cleoriff and @Martin-O2

[Cleoriff]

I am one of the less techy ones so understand your concern @Anonymous

Anyway pleased I could help a little ...