Number porting gone wrong

[Atoms]

I have an additional SIM account for my mum. I have moved it from EE to O2. Port started Tuesday, we put the O2 sim in a little Nokia brick so we knew when the service moved over.

We found Tuesday into Wednesday anybody calling from any non O2 network it would call the EE SIM, O2 networks it would call the O2 SIM. All texts went through to EE SIM.

I called customer service a few times and they are confused, have escalated it a few times to the team who ports the numbers who believe everything should be fine. The EE SIM now no longer receives calls or texts, EE will have disconnected it, but when I or anybody on a non O2 network calls or texts my mum it comes back with a variation of call failed, or message send failure.

Has anybody had a similar experience or has any advise?

[MI5]

@Atoms 

Have you restarted the phone to refresh the network connection?

[Atoms]

Hi, The phone has been re started a few times. Have also reset the network settings a few times. Was also advised to turn off automatic network selection, connect to EE, then Connect back to O2. No luck 🙁

[MI5]

I'll ask @O2Emma to take a look for you

[O2Emma]

Hi @MI5 I will pick this up thanks.

Hi @Atoms I will send you a private message to look into this for you.

[JFGM100]

Hi. Was this resolved? I’m having a very similar problem. Ported my number from Vodafone to O2 and realised last week that no texts or calls from non-O2 numbers were getting through. I’ve spoken to customer services on the phone and the app a total of 13 times in the last week, several of them promising that someone would call me back who could sort it (obviously not understanding I won’t be able to receive the call). I’m getting to the point of giving up and cancelling my contract. 

[Atoms]

Sadly not. Several emails/ escalations have been sent to a tech team / the number porting team with various different time scales given. Emma above stating 5 working days. I am of a similar opinion to cancel and move back to our old network, but fear that would end up in us losing the number all together. I had raised a complaint and was due a call back, which hasn’t happened possibly they can’t get through😂