No text or calls after port in

[TomSilver]

Hi, I am on a new pay monthly contract for almost a month. I ported in my number from the previous network in the second week of Jan. Since then I am not able to receive any text messages. O2 asked 10 business days for the backend team to fix the issue, no response, no resolution, no call back. Then o2 customer service asked for 48 hours, no resolution or even call back from O2. Called O2, they asked me to do a sim swap. Done but no joy. Then I even lost ability to receive the calls. If someone calls me now, they get invalid number message. I can call others though without any issue.

Then I asked for PAC code, now guess what, it can only be sent by text so customer services team asked me to contact retentions team and retention teams put me back to the customer service team. I asked PAC to be sent to the email linked ot my account, CS team told no they cant do it. They can send a PAC only by text. I explained I am not receiving the texts still they did not understand my problem. Finally they asked for 24 hours for the backend team to send me the PAC via email, still no PAC after more than 36 hours gone.

Can someone please please help me to tell how can I get the PAC code  one way or other? I am so so frustrated of being not contactable on mobile and texts for last 3+ weeks.

Thanks...

[MI5]

@TomSilver 

Your PAC is available in your MyO2 Guide: How to get your PAC [June 2021 Update] 

It can also be read out to you by customer service so don't be fobbed off.

You can also try O2 on socials. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[TomSilver]

Thanks @MI5 . I am on call with the customer ervices and they are insisting that the can not read PAC to me. 😞

Also MyO2 is asking for a security code which again needs to be delivered by teext msg only.

[MI5]

@TomSilver 

They are talking rubbish. Keep trying.

[TomSilver]

I am sure they are.

Spent 30 mins with customer services only to be transferred to the rententions team without know. Then again 30 mins with the retentions team and then trasferred me back to customer services team. They both cant be on same call and wrestle each other out on who can provide me the PAC code.

Same happened on Monday when I kept hopping between CS and rententions.

I am hoping someone from O2 is reading this thread and seeing how to lose O2 customers.

[Bambino]

@TomSilver O2 doesn't monitor this site. I will tag our community manager. Maybe he can help.

@Dave-O2 can you please assist?

[Cleoriff]

I thought it was common knowledge that customer services could read your PAC out to you?

It seems they can't be assed.

[Bambino]

It is common knowledge, @Cleoriff 

Whoever @TomSilver is speaking to from O2 is either:

a. Untrained

b. Ignorant of O2's policy

c. Lying through their teeth

d. All of the above

[TomSilver]

Thanks @Bambino @Cleoriff .

In my final call to customer service, person on call has told me that she has written an email to her manager to send me the PAC by email. Now wait for another 24 hours. Given that O2 has already breached their existing deadlines of 10 working days, then 48 hours, then 24 hours, then 24 hours, I am not very hopeful.

If I do not get PAC by tomorrow, I would need to see how to escalate it to O2 management.

[Dave-O2 · Accepted solution]

Thanks for the tag @Bambino 

@TomSilver Can you please drop me a PM with your mobile number and i'll take a closer look?