Lost number by 02

[Kitsrn]

Can anyone help??? 
my daughters account is linked to mine, she moved to Vodafone and got her pac code from O2, transfer went well…. BUT 02 also migrated my number, Vodafone have assured me they do t have it, but I have been chasing 02 for weeks now trying to get them to sort it out. 
told to purchase a new contract and they would attach my number to this, but now have been told it’s not possible.. 

May my wits end. How can they migrate a number without my permission and have lost it. I have had this number for 25 years. 
any advice most welcome. 
they haven’t replied to any emails or complaint. A company that prides its self on communication that can’t communicate when it messes up. 
please help 

[MI5]

@Kitsrn 

This is a customer to customer community, not O2, so we cannot access your account, sorry.
You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Guide: How to find help & contact O2 

[Kitsrn]

I have been in contact every week this last 8 weeks getting no where with them. The backs team are supposed to be looking into it but don’t have phones to answer calls! 

[Enlli]

@Kitsrn Regetfully we are all customers here so can only advise keeping on at O2, however frustrating 

[MI5]

@Kitsrn 

As a last resort you could make a complaint https://www.o2.co.uk/how-to-complain

Be aware it is taking a long time to get a response currently though.

[Oxonian]

@Kitsrn 

You mention your "complaint" - have you actually made a formal written complaint ? If so, how long ago ?

If O2 have not responded to your complaint, there is an escalation process :-

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

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

[SJS23]

Hi,

This exact thing happened to me 2 weeks ago. My number was migrated to my daughters phone in error by O2. I have had the number for 31 years with O2. It has taken 11 hours of calls to customer services, being passed around,  repeating myself and then being cut off.

I was told to take out a new contract with sim and they would migrate my number back to me, which I have done but guess what... they are still unable to do so. No one in customer services seems to be able to help me. Passed from legacy team to 360 team constantly. 

Also, I have the added problem that when they migrated it to my daughter, without anyones consent they transferred my number to my husbands account!

My last resort is to now take all the info into store tomorrow and hope they can get somewhere. My mental wellbeing has been affected through no fault of my own!

[SJS23]

Oh and I have now sent in 2 complaints over the 2 weeks to the complaints email and have had no response.

[gmarkj]

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@SJS23 wrote:

Oh and I have now sent in 2 complaints over the 2 weeks to the complaints email and have had no response.

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You should get an auto response to acknowledge your complaint being placed @SJS23 , but we have heard on the community it taken around 8 weeks for a proper reply...

[SJS23]

Thank you for your reply. Yes I have had the response of you will hear back in 7 working days...!