Number Porting blunder by 02

[Purple-Haze]

Being an existing customer of O2, took an additional contract for my wife and gave the PAC & the number I wish to port on the NEW contract at the time of purchase.

The new phone and sim arrived, I put the sim in the new phone and waited for the SIM to be activated. After 5 days of getting the "This SIM is not provisioned" message on the new SIM, called customer service from my own O2 number (let's call it "OWN").  Customer service very happily said it will be resolved and asked me for the number that I wish to port (let's call it "NEW") and took the PAC as well. A day later my OWN number gets switched with the NEW number on my SIM and OWN number is no longer active !!!

I have had my OWN number for the last 18 years and used at several places related to bank and businesses. I just can lose it!! Called customer service several times..and was told I could only keep either the OWN or NEW number but not both!

I cannot accept this, as both of our numbers have been in use for the last 18 yrs.

How difficult is it to put a number on a new contract ???

Been without a phone number for the last 5 days.. without many business partners not being able to call and customers not being able to reach me. It is impacting my business now.

I am told i will get a call from  Manager to resolve this within 24Hrs but haven't had any call from any manager. Is this the kind of experience I should get for a mistake that the customer service person did ?

Why should I pay for the loss of business because of someone else's mistake?

I would like this issue resolved ASAP.

[gmarkj]

Sounds like a right nightmare @Purple-Haze !

I'll mention the community advisors who can get in touch to see if they can help resolve all this.

@O2Lisa @O2Daniel can you support please?

[O2Lisa]

Thanks for the tag @gmarkj 

@Purple-Haze I’ll message you privately and look in to this for you. 

[Purple-Haze]

Hello, community,

I have been trying to get help on this matter from O2 and no one is able to resolve the situation.

Having been on calls with 202 for hours over the last week, this morning I am told it will take upto 10 days for the manager to get back to me and look into the issue.

How can this situation be acceptable for anyone not having a mobile number, in this age and time?

Can the managers on O2 live for 10 days without being reachable?

I am losing my business every day that I spend without having a working phone number.

Haven't been able to get much help from this forum too.

[gmarkj]

Have you been in contact with @O2Lisa as above @Purple-Haze ?

[Purple-Haze]

@gmarkj, Yes I have been in contact with @O2Lisa. Been told someone will contact me but no one has reached out to me so far.

I have been calling up several times as I am the one suffering here.

[gmarkj]

Can you give the person who should be in touch with @Purple-Haze a nudge please @O2Lisa as it seems as though they have not followed through...

[O2Lisa]

Hi @gmarkj the process isn’t as straight forward as we originally thought.
I’ve message @Purple-Haze with the next steps, until these have been completed we can’t do anything sorry.

[Purple-Haze]

@gmarkj, @O2Lisa,  Looks like the account has been messed up big time.. no one is looking into it. No updates and no one taking my calls either!

What should be the next step... take my numbers out of O2?

[gmarkj]

Give @O2Lisa a chance to work some magic on Monday @Purple-Haze but if she can't get it resolved then you might be forced to get the number moved.
What I would say as a word of warning is that performing another port could either fix the issue or make it worse...