Virgin - o2 Merge - SIM Problem

[Arkhamknight02]

Hello,

Same as everybody else, I received notification that my virgin plan would be switched to o2 a while ago. I decided to stick with them as I was being given 4x the data I was on with Virgin and the plan was cheaper so I thought why not.

Over a week ago, I received the new o2 SIM card and completed the sim swap instructions, once my virgin SIM card had lost all connection, I inserted my new o2 SIM card. I quickly realised I could make calls and send text messages but unable to receive either.

On Tuesday, I went to my local o2 shop, luckily it’s just 5 mins away from where I live and spoke to them. They couldn’t see any reasons as to why it wouldn’t be working and got a blank SIM card and did the swap again.

I thought it would all be alright but it’s still the same today. Can anyone offer me any advise on what to do? 

I haven’t kicked up much of a fuss with the network as this number isn’t my main, I just need access to switch everything over. It’s been driving me around the best.

Sorry for the long post, feel as though I may have needed to vent my frustrations.

[Enlli]

I think you have done as much as you can

I will ask one of our Advisors to contact you. Look out here for a message

@O2Georgina can you help @Arkhamknight02  Thanks

[O2Georgina]

Thanks for the tag @Enlli 

@Arkhamknight02  I will send you a private message now

[Arkhamknight02 · Accepted solution]

Hello,

Thank you both for taking the time to contact me in regards to my problem.

I can now say it has been sorted, I called Virgin, the person I was speaking to had no clue about anything I was saying. I got passed through to 4 more advisors with virgin before being passed to o2. 

After having a brief chat with the customer service agent, she advised me she was going to raise this with virgin to make sure the port went through properly. I was told this would take 7-10 working days. I called on Friday and the problem was sorted by Monday afternoon. 

Very grateful to the o2 team for getting this sorted for me quickly and efficiently.