Migration issue o2 to o2 pay monthly

[Marcorossiuk]

I purchased a phone and contract deal from a 3rd party retailer as the upgrade options through o2 were much more expensive. 

10 days after my phone arrived my new phone number has finally been activated (apparently there were o2 system issues). My wife's sim was sorted pretty much right away (exactly the same phone and sim deal as me).

She rang up to get her old phone number migrated in order to keep her number and it was completed within minutes.

I tried the same process today and have been told that it can't be done due to me being on the 360 system. My old phone number and new phone number and both active in my o2 account and that apparently makes it impossible to migrate the number. Ive had a mobile phone for 20 years ( most of the time with o2) and never come across this problem before. Is it true that im stuck having to lose my old number or was the guy I spoke with misinformed? And why was my wife able to go through the migration process with no issue at all? 

[MI5]

@Marcorossiuk 

Unfortunately it's true.

You need to get your O2 PAC and port out to another network on PAYG, then get that PAC and port back into your new O2 contract.

Guide: How to get your PAC [June 2021 Update] 

Guide: Migration & porting into O2  

[Marcorossiuk]

Thanks for the quick reply. Im now just confused as to how my wife was able to have her number migrated and I can't. I believe she is on 360 too (did some searching on how to tell if your on legacy or 360). Can I do the process you suggested in a couple of days or do I have to wait a certain length of time? 

[MI5 · Accepted solution]

@Marcorossiuk 

The issue only occurs if the old contract was on the legacy system.

If the old contract was on 360, so will the new one be, so no issues.

You can PAC out from O2 in 48 hours but how quickly you can get a new PAC  from your other network depends on them. Some won't allow it for 30 days once your original PAC  has expired whilst others will do it in a few days.

[Marcorossiuk]

Great thankyou for your help. Seems like i first need to try someone else on the phone at o2 cs as he told me I was all on 360. The messing round with other sims method will be my backup solution but at least I have one. Cheers pal. 

[MI5]

You're welcome and good luck @Marcorossiuk 

[Marcorossiuk]

OK so here's an update.  On friday my wife rang up to see which system she was on.  It was 360.  She checked and found out I was also on 360 so no reason why I couldnt easily have my number migrated.  The woman she spoke to was apologetic and couldn't understand why I was told it wasn't possible.  

I ring up when I get home from work ready for a battle, but the guy I spoke to did the deed no problem.  My number migration was completed in around an hour.  So all my confusion and frustration was born from someone some misinformed people working for o2 and feeding customers misinformation.  

[Enlli]

Confusion is not unusual for Customer Services.

But glad it's sorted.