Old number not ported across after changing provider, any help would be much appreciated

[AprilAF]

Changed my 93 year old Mom’s phone provider on 29/08/25 - from EE payg to o2(Virgin) pay monthly sim only. She was allocated temporary number whilst waiting for old number to be ported across.

Had confirmation that her old number had been ported across few days ago but it hasn’t, at least not fully.  Can’t send texts to her old number, but can to temporary number. Can’t whatsapp her old number.

Can’t call temporary number (unrecognised) but can call her old number  She can call me from her old number but I can’t hear anything  I’m baffled!  (PS Have contacted o2 several times to be fobbed off with ‘wait 24 hours’ Not sure how many more days, if ever, her old number will port over completely

Any suggestions gratefully appreciated 

[pgn]

Reach out to the O2 Social Media team, they are better placed to help with this directly, @AprilAF 

The link directly below will take you to their Facebook Messenger queue, you can also use Instagram if that is easier. Their support via X is not operational currently, so leave that channel alone for the time being. Good luck!

[AprilAF]

Thank you - I will try that and report back 

[AprilAF]

Tried that link to FB o2 social media team but didn’t work, just took me to the top of my FB page 

[pgn]

The FB Messenger link in this guide also no longer works, @AprilAF - I have asked the Forum Manager about this on the guide.

Meantime, the FB link in the guide does work, so try that for now.

Guide: How to find help & contact O2 

[AprilAF · Accepted solution]

Got sorted eventually after the number started to work but not messsging - I changed a setting in the advanced features of messages, the RCS setting. Had to remove temporary number and replace it with her original number, all good now. Thanks for the help.