Phone number stopped working/Porting problem

[SimonMor]

My phone number which I have been using for over 20 years has suddenly stopped working on 3rd of April and ever since I called O2 customer services everyday (I have spent a total of 38 hours on the phone to date)

Every single customer service representative kept telling me that it will be sorted out in the next 4 hours, 24 hours or 48 hours or that they will ring me back.

On the 11th of April I was told that if I take a Pay Monthly contract, they could guarantee my number would be working within 24 hours after porting it to a new number, sadly it did not. It still says on MyO2 account 'Your number *699 will be transferred to O2 on 11 April 2024.’ It is 24th of April today.  I am not really sure what to do.. 

[Enlli]

So assume it was a PAYG which was disconnected, possibly for not topping up for some time or not making a chargable activity with in the last 6 months

Moving you onto contract was simply a way for the agent to make money.(a trick which has come over from Virgin)

Sadly we are all customers here now so we can only refer you back to O2

What you are looking for is for the number to be migrated

Guide: Migration & porting into O2 

[SimonMor]

Thank you for your reply. I understand that there are no O2 advisors here, but I was hoping someone has been in a similar situation and sorted it out somehow as I do not see the point anymore ringing O2, I spoke to more than 10 advisors, they all kept telling lies. The number has been in constant use, regularly topped up etc so there was no reason disconnecting it.

[Bambino]

@SimonMor This is a customer community with no access to account information or the ability to alter anything for you. Sorry to say but you'll have to persevere with customer service. They're the only ones who can help you. You might get lucky and connect to someone who's competent, but there's no guarantee of that, as you've already experienced.

You can try O2 via social media if you haven't gone that route yet:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[SimonMor]

I will try social media. Thank you.

[SimonMor]

I am at my wits’ end with O2 customer services and really do not know what to do. It has now been 8 weeks my phone number has no network. I call O2 every single day and I am convinced that they all read everything from the script with the most repetitive phrase 'in the next 24 hours'. I have also contacted them via Instagram and it has even worse customer service. Anyone has any more suggestions please?

[Oxonian]

@SimonMor 

The last resort from your viewpoint is to lodge a formal complaint but there are drawbacks :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

The problem is that once your lodge a complaint, other O2 teams will be either unable or unwilling to engage with you. And O2 are taking up to eight weeks to investigate and respond to complaints. Hence, if you complain, your issue will get resolved but it could take up to two months and you will be powerless to progress it during the interim. 

Please take a day or two to think about it and, in the meantime, I am tagging @Dave-O2, the Community Manager, to establish if he has any other ideas.       

[Dave-O2]

Thanks for the tag @Oxonian 

I'm already getting this checked out 👍

[SimonMor]

Thank you both.