Hi,
I hope someone here can help as I feel like I'm not getting anywhere.
I've been an O2 customer for over 10 years and I've been using the same number throughout. I recently came across a deal directly on the Samsung website who were offering a lot more for my old phone as a trade vs anyone else, and you can chose an O2 plan as part of the deal, so I thought great, I'm already with O2 so it should be easy right? Well I now have 2 plans with 2 numbers showing on my account. 1 original plan was nearing the end and had a small settlement to pay for the device and this new one with a new number.
So, I first tried logging into MyO2, but there is no option to pay off the device unless you are going to upgrade. So I used the chat system to request paying off my remaining balance, then switching my number over, but they said I had to call 202. OK, fair enough. Called 202 and when I got through to someone, they took my card details and confirmed the device had been paid off. When they asked if there was anything else, I repeatedly said "I would like transfer/keep my original number for my new plan" but they kept saying "Mmhhmm, is that everything you need help with today" and that was it. End of phone call. So I figured i could go back to chat and ask them to do it now, but they said the device needed to be paid off first. So I checked my O2 app and it confirmed my device had been paid off, but when I logged into my O2 via Web browser, it was showing as outstanding!
I called back and explained the situation. The person wasn't very clear if the device had or hadn't been paid for, but they said they would cancel my new contract, then create a new one with the same deal, then transfer my current number over to my new plan. They said they would call me back at 6pm yesterday, but I never received a phone call. I did receive a text message saying my new plan was going to be cancelled but I'd have to pay x about for the device. So now I have no idea what's going on. I'd rather not call back, wait upto 40 minutes to then get told something different again. I just want to keep the number I've had for over a decade. I just don't understand why this has been such a faf as ironically, if I had chosen one of the other providers it would have been a case of just providing the PAC and that's it.
Am I correct in thinking O2 support does monitor/respond to these posts? If so I'd be very grateful for your assistance.
