Having a nightmare migrating my number

[Damob123]

@Breannaimtagging you because I’ve seen you help others, and I don’t know what else to do.   i am in desperate need of help for the exact same issue!

Bullet pointed version:

- Bought a new iPhone 14 pro on o2 (new contract)

- want to migrate my old number to the new sim. 
- old number been disconnected for over 72hrs

- friends, family, work can’t contact me

- can’t access my socials, WhatsApp, online banking as all on them send verification codes to my disconnected number

- Spent over 5+ hours being passed around departments with o2, been to the store (30 mile round trip), and still have not got my old number and am carrying 2 phone.

- Keep being told to wait 24 hours

- no credits offered. 

Please can someone help. I can’t bare to stay on the phone with customer service again. 

[Damob123]

@O2Lisa tagging you too as I heard you’re helpful 😊

[gmarkj]

This morning it is @O2Sarah- that might be able to help.

Can you get in touch with @Damob123 to see if you can get this resolved?

[Damob123]

Trying, but having to wait roughly an hour between each message with @O2Sarah- and she ends her shift at 2pm. If this isn’t resolved today then that means a minimum of 5 days with no contact to my workplace, friends or family.

This really does have a domino affect that is very problematic. 

[Damob123]

Update on this as per @Breanna request.

I’ve spoken to the o2 legacy team and 360 team who both tell me that the port should have gone through. Turned phone off/on, as per their instruction, with no joy. 

Told to go to store, which I did. Was told they can’t help as there have been some tech issues with the migration.

Spoken to citizens advice and the ombudsman who have now advised me to document all comms and timings to formalise a case for compensation.

Clients unable to reach me (losing me money), Friends and family unable to reach me. 

Unable to access my bank apps as they send verification codes to disconnected numbers. Same applies for WhatsApp and Socials.

Well and truly stuck. o2 community helpers seems to take well over an hour to respond to any message, with @O2Sarah- ending her shift in 1.5hrs time - this leaving me the entire weekend with no resolutions….

[Enlli]

The Community is not front line support and the Community agents do their best but they have a heavy workload.

Sadly, things seem to be a mess at the moment. There are two Customer Management / Billing systems running in parallel and over 3 million Virgin Customers having to be integrated.

Now VMO2 announce redundancies.

I suspect it's not a happy place to work, especially now 2000 redundancies have been announced

[Bambino]

@Damob123 The O2 account advisor currently on duty is @O2Jonathan and @O2Emma will be on a little later. Perhaps one of them can assist you.

Your last post mentioned that clients can't reach you. Are you on a business contract? If so, the business customer service number is 8002.

The rest of the people that reply to queries on here are customers who have no set times as to when they're online.

[O2Jonathan]

thank you for the tag @Bambino , I will private message you now @Damob123 .

[Zee8]

Having the same issue spoke to o2 several times now and seems to be hopeless getting transferred several times on one call. Need to transfer my old number to replace my new number with o2. Was advised it would take 24hours, has been 3 days now with 3 referrals being issued to date.

[Chonie]

Was this resolved have same issue