Changing from pay monthly to pay as you go

[Raj7]

I attempted the steps mentioned earlier, but it's been over 48 hours now. Only the postpaid line has been disconnected, no change with  new prepaid SIM and no migration has occurred. After the initial 24-hour period given by the retention team passed, I contacted O2 Customer Care. However, they seem unaware of the situation, and despite being transferred internally to about 5 different customer care executives, no one provided a clear answer. As I'll be traveling out of the country for an extended period, this issue needs to be resolved while I'm in the UK, which leaves just two more days (the weekend) post 48 hours of my initial request. I hope my problem gets resolved over the weekend while I'm still in the UK network.

[pgn]

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@Raj7 wrote:

I attempted the steps mentioned earlier, but it's been over 48 hours now. Only the postpaid line has been disconnected, no change with  new prepaid SIM and no migration has occurred. After the initial 24-hour period given by the retention team passed, I contacted O2 Customer Care. However, they seem unaware of the situation, and despite being transferred internally to about 5 different customer care executives, no one provided a clear answer. As I'll be traveling out of the country for an extended period, this issue needs to be resolved while I'm in the UK, which leaves just two more days (the weekend) post 48 hours of my initial request. I hope my problem gets resolved over the weekend while I'm still in the UK network.

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Migrations only happen during the week, so it may well be Tuesday now before your number transfers. Does the old SIM not fit into the new phone? Guide: Migration & porting into O2  has the info, and you need to contact O2 directly, numbers are here to use with Guide: A Guide to Skype 0800 902 0217 or 0800 032 1402 in case you are unable to call from your own phone. Good luck, @Raj7.

PS as this is on a very old thread, I have asked if your query can be moved to Tech Support topic.

[Raj7]

Thank you for your prompt response, much appreciated.

I am making transition from O2 PAY Monthly to O2 PAYG. I purchased a new O2 SIM from a supermarket and topped up with £10 and provided the SIM details to the 360 team for migration (since ordering a SIM from O2 takes a long time to arrive). The migration process was completed on October 25th at 1:30 pm. However, it's been well over 24 hours, and the migration hasn't taken effect yet.

Following the instructions given by the Customer Care executives during the migration process, I removed my Pay Monthly old SIM card and replaced it with the new PAYG SIM provided for migration. If there's anything else I might have missed, please let me know. Thank you.

PS: I can make calls using the new PAYG SIM since it comes with unlimited minutes provided with the £10 top-up.

[pgn]

@Raj7 - seems like you have done all the right things:  https://www.o2.co.uk/help/device-and-sim-support/how-to-keep-your-mobile-number explains it pretty well. You can call from the new SIM, but your number will appear different to your contacts for a few days as you need to wait for your old number to move to the new SIM - which, if it has not happened yet, will most likely not happen until late Monday or on Tuesday - you may need to restart your phone for the original PAYM number to replace the one that came on your new PAYG SIM. Good luck.

[Raj7]

So far, no luck. I doubt they'll be able to sort it out. It's been the worst experience - nobody seems to have any idea what's going on. On Monday(30th Oct), I spoke to four different CC agents, and the 360 team assured me it was resolved from their end as the pay monthly connection was deactivated, attributing the issue to the PAYG process. They forwarded my call to PAYG. The representative verified my details (4th time), redid the swap(30thOct), and promised the number would be active within 24 hours. Now, it's been over a week and still not working. I regret trusting them; the service provided was atrocious. I should have requested the PAC code and switched to a different service provider for a PAYG SIM.  Overall its been over 14 days and no resolution so far, please let me know how to proceed further.  Kind Regards Raj

[Oxonian]

@Raj7 

This should be a straightforward process but, at times, O2 seem to make even the easy things difficult. 

I suggest that you make a complain :-

How to Complain | Help | O2

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

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

The former document has details of Resolver. Some forum members have reported that Resolver has worked well for them and facilitated a satisfactory outcome. 

Please keep us updated on developments.