Hi everyone,
Apologies this is going to be a long one. My husband had his number and mine on an EE contract, the signal was appalling so we had no choice but to find a different provider. In July 2024 my husband text 65075 to get his pac code and ported his number over to O2 no problems. I then joined O2 just a couple of days later (the system wouldn't allow us to order 2 sims at the same time for some reason) and text 65075 for my pac code. It never came so i called EE who said it would never come because when there's more than 1 number on an account their system only see's the first number which had been already been ported. They gave me a pac code over the phone and i filled in the online form on my O2. Nothing happened after a week even though it said 24 hours so i went on the online chat and the advisor said there was a system problem and it would be passed to their back end team, please allow a further 48 hours. This also didn't work so i went back on chat and was told they were very sorry, it would be escalated to a manager and i would be updated within 5 working days. Again, the number didn't change and i never received any contact from the manager by phone, email or text so again i contacted o2 on the chat, much the same response, we're very sorry, 5 working days, it has been escalated. At this point i asked them to log it as a complaint. I was given a reference number and told the advisor would personally update me. You guessed it, nothing happened, no number port no contact.
My pac code was due to expire so i called o2 and got a really unhelpful lady who told me there was no complaint, the reference number didn't exist and there was no port in request. She would raise a new one and it would be 24-48 hours. I didn't believe her and asked her to also log a complaint since the previous ref no did not exist. She assured me had and that again someone would be in contact.
Fast forward a week or so and still nothing. I went back on chat and again was told no port request had been made and no complaint existed. At this point my pac code had expired so i asked if this was a problem with EE and if it was the pac code but was told it was the o2 systems and the back end technical team would again start looking into it since the request hadn't been actioned in over a month. I provided a new pac code and was immediately told there was a error and it needed to be escalated again.
Fast forward to December 2024 and i'm still going in the same circle. I'm now onto my 5th pac code and i have given up. I don't know what else to do as the complaint is not even being taken seriously. It's the same copied and pasted response every time. Can anyone please help me who i can speak to or a team that will actually take this seriously. I can't cancel my old contract as i'll lose my number so i'm paying for 2 contracts at the moment. They keep offering £10 here £10 there but i keep saying i'm not bothered about the money, i just want this sorted. I'm going through a particularly difficult time health wise and the amount of calls i've missed from Doctors is worrying.
Thanks in advance.
