Mobile number port failed?

[chrisyyw]

I am in the process of moving my mobile number from Asda to O2 pay & go.

I had a text 9am yesterday from O2 on my Asda sim saying we are starting the mobile number move and this should be completed by 6pm. My Asda sim lost signal around half an hour later and hasn't been on since. When I dial the number I get this number has not been recognised. 

My O2 temporary number is still active, online account still shows the temporary number.

I have called customer service who weren't much help. They just told me to wait another 24 hours - it's now approaching 36 hours with no service on my number. 

I have never known it take this long for a number to move. It is usually a couple of hours.

Can anyone help?

[jonsie]

It can take 24 hours for the port to complete fully

Keep rebooting your phone with the O2 sim in

If you still have problems either call 4445 or

you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

[chrisyyw]

I understand it can take 24 hours but that has already passed. I got the text from O2 at 8:49am yesterday saying the port was commencing.

I wasted 30 mins of my time on the phone to 4445 this morning and they couldn't help.

I have rebooted my phone every few hours, still no luck. I have tweeted O2 but no response so far.

[garetc]

Are any of the community managers around to help? @O2Lisa or @O2Ryan 

[O2Lisa · Accepted solution]

Morning all, thanks for the tag @garetc.

@chrisyyw I’ll message you privately and check your account for you.

[chrisyyw]

Thanks @O2Lisa , just responded

[chrisyyw]

Thanks @O2Lisa for your help. My number has now ported over! 

[O2Lisa]

You’re welcome @chrisyyw 😊

Glad it’s all sorted for you. 

[DannyMayf]

Good Evening,

I have recently switched from EE to O2. 

I received my SIM, sent my PAC and the entire scenario has gone downhill rapidly.

My port was started LAST WEEK! and i still have no connectivity. I have a newborn baby and can't use my phone for calls or texts. I contacted O2 via the app and they told me it was due to a mast issue but if I went out of area the signal will be fine. Guess what? I went out of area and I got no signal at all.

My friend @Bennicut who is also on O2 came round to my house and had 5G full signal and even ran a speed test which shows the agent was wrong in diagnosing my issues.

From there they have given advice to reboot, reset network settings, check my phone isn't network locked and I still haven't had a solution to this. I have paid my bill on this network too which seems ridiculous for something that I cannot even use.

My last message was that they were 100% sure they had fixed it and gave me a window of 4 to 24 hours. Guess what? Failed again.

I really am lost as to what I can do now. I can't call O2 services as I don't have a signal. It's blocking my using any apps that need text verification so I do hope someone can help?

@O2Lisa can you have a look? I have seen you have dealt with similar issues before.

Regards

Dan

[_Bennicut_]

Wow Dan!

This is shocking that you have to go to this length after a week of getting nowhere for a paid service.

I checked his SIM in my phone and my SIM in his phone and his SIM is dead. My sim worked fine for his phone so we know it isn't locked to a network.

I have checked his sim status within the phone;

Sim Card Status screen

Network - Emergency Calls only

Mobile network state - disconnected

Service state - out of service

IMS registration - Not registered

Signal strength - -113dBm 0 asu

Mobile voice network type - EDGE

Mobile date network - unknow

Roaming - not roaming

Regards

Ben