Moving a number from one SIM to another (basic stuff)

[MrSPV]

On the 2nd of April I called to order a new O2 pay monthly SIM to replace an O2 pay as you go for one of my phones. Initially the SIM failed to arrive so I had to call again. When it eventually did arrive about two weeks later I enquired about how the old pay as you go number could be retained. The ‘process’ by which that could be effected was started by the representative filling in a ‘form’. After waiting 48 hours nothing had happened and the number had not moved to the new SIM. Two or three very long winded and painful calls later over a period of several weeks, more forms completed and two unanswered complaints has resulted in nothing. The number has still not been moved. I don’t really have words for how incompetent this appears.  What is going on?

Thanks

Mike

[MI5]

@MrSPV 

Gold levels of incompetence these days.

Try the social media UK based teams Guide: How to find help & contact O2 

Guide: Migration & porting into O2 

[Oxonian]

Please bear in mind @MrSPV that O2 are currently taking up to eight weeks to investigate and respond to complaints. Hence, depending when you actually submitted your complaints, a response might be "in the pipeline". 

You might also have issues with getting other O2 teams to engage with you whilst there is an open complaint on your record. 👍 

[MrSPV]

I've just had this from O2....

1. 'we're still committed' Surely this is a given? That it has to be stated is worrying.

2. 'we will continue to work with you'.... You haven't been working with me. The silence has been deafening. 

3. 'Please let us know if you'd like to discuss this...' Sigh

4. 'you can contact us either by email, or in writing, as detailed above.'... There are no contact details for O2  'above' or below for that matter. The message comes from a 'noreply' address. What email address do I use?

How did it get this bad?

Thanks

Mike

Oh...and the message was signed 'Executive Resolution Specialists' 🤣

[Oxonian]

There is occasional mention @MrSPV on this Community of members e-mailing O2's CEO direct and their complaint being passed to the "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details.

This community's spam filters mean that I cannot post a link to the "Tweet" - sorry - but at least you now know what you are looking for !

Hence, in answer to you question 4. you could try :-

exec@O2.com  

Please keep us informed of developments. 👍

[MrSPV]

Extraordinary. Called again and managed to speak to someone competent. She informed me that all of the previous 5 or so attempts at getting this migration completed had resulted in the agent completing the WRONG FORM!! She proceeded to complete the correct form and the number was moved within 24 hours. Speechless! It's only taken over 4 months 😭

Mike

[Oxonian]

Well done @MrSPV, the power of perseverance ! 👍