Was I misled? PAC / Porting my number to O2 from Three

[PaulRed]

I would like to get your opinions on an issue I have encountered during the recent transfer of my Three Mobile number  (Monthly contract) to an O2 PAYG SIM  on Tuesday, 5th March.

Following the use of a PAC code through O2's transfer form on Tuesday 5th March, my Three SIM was disconnected the next day; however, the intended number porting to O2 did not occur. Despite multiple calls to O2 customer services, where they resubmitted the PAC code and advised patience, I was then informed on Friday, 8th March, that it is purportedly impossible to transfer a Pay Monthly SIM from another provider to a PAYG SIM. Consequently, I was told I needed to take out a contract with O2 for a minimum of 12 months.

Feeling compelled due to the PAC code already being in O2's system and unusable elsewhere, I reluctantly subscribed to a contract to retain my old number. 

Since initiating the PAC code transfer and since Wednesday, 6th March, at 12 noon, I have been without my number. My primary concern is whether O2 was accurate in stating that a Pay Monthly SIM cannot be transferred to a PAYG SIM. Was I possibly misled or provided with inaccurate information to coerce me into committing to a 12-month contract?

I eagerly await your opinions in clarifying this matter. If O2's assertion is correct, I am perplexed as to why this information was not conveyed during the six previous calls and why their online form allows users to select a transfer from a monthly SIM to a PAYG. Conversely, if customer services provided incorrect information, I find myself in a situation where I have been obligated to enter into a contract against my wishes.

I appreciate your guidance.

Note: I have also sent this to OFCOM for their view on this case.

[PaulRedPAYG]

@Oxonian The rest of their continued lies are clear to see in the god knows how many chats I had. Screen grabs taken. 

I can see no resolution from a company that lies to its customers and trains their staff to do so.

So the end result will just be the satisfaction that they have to pay £750 to the ombudsman when that time comes.

[Urgent2]

Dear Paul, very sorry to hear that - I had my number with Three for about at least 15 years. In my situation I had taken out a contract online with O2 on around 27 Feb. Then O2 released a better tariff, double the data 32GB for 1p - a no brainer so I rang O2 and it was advised easier to cancel the contract/sim within 14 days as they could not match this deal over the phone as a 'third party'. So I cancelled, thinking that was all cancelled and that was that, but the very next day, Three had terminated my contract and 'ported the number' to O2. Since then after around 60 hours on calls and to cut a long story short I had received a call on Monday that the SIM would be activated and my port would happen within 24 hours. Unfortunately this did not happen. Then again promised that this would happen by 6pm on Thursday. Again this had not materialised and now Sunday. I have raised I think the 21st complaint and this time went to the O2 store again - the manager spent some 1.5 hours on the phone. Now apparently a 'specialist team' is looking into it and I should have a response with 1-3 working days.

I have never experienced such shoddy customer service in my life. Repeated broken promises of calls to be returned within 24 -48 hours which never happen. I would not believe this if it had not happed to me. No element of urgency or managerial responsibility or accountability. I have now been without my number for the 20th day. The port runs out shortly too. Three customer service was a million times better than this - if they said to call within 24 hours they would honour their word. O2 unfortunately is from my experience those who do not carry out what they say they will do. At a total loss. Yes will take this to the Ombudsman and OFCOM but trying to get my number back. Will give it another week. I should at least get some kind of written response. The complaints handling at O2 is an absolute joke - beyond words. My complaints have been closed without any kind of response?? Absolute insult. Good luck with your case.

[Urgent2]

Hi yes definitely no issues on Three's end - they had honoured their part of the port. With them for some 10 years plus. Issues with O2 and their port in. How many times can you persevere after calling everyday and spending 60 hours plus on calls for 20 days with no/little response. 20 complaints closed without any kind of response??

[Urgent2]

Agreed - from my experience they are a company of repeated liars and cheats ... really beyond belief from a company like that. Wouldn't even expect such service in a million years. Wish I had just stuck with Three, although some network issues the customer service was a million times better than O2 - they were not liars and cheats and attempted to do their best.

[madasaf1sh]

@Urgent2 

The more I read your posts the more I think you are talking rubbish... 

o2 have never released a 32Gb for 1p deal that I know of and to be honest you should have rung 3 to cancel the port request... as it will have already been in process to be ported.. 

3 CS talk as much poo as o2's and will do owt to get you off the phone...

Good Luck with OFCOM they will you to jog on, as they dont deal with consumer complaints... 

Also you dont need to post the same stuff on every thread

[PaulRedPAYG]

@madasaf1sh and @Urgent2  Advice for OFCOM - Just send them a report of what has happened and ask for their advice. They cannot help from a complaint point of view but they will log it as a case as this helps them to build up knowledge of how companies are treating customers. This led to fines when O2/ VIRGIN when they were overcharging customers: https://www.ofcom.org.uk/news-centre/2021/ofcom-fines-o2-for-overcharging  

This is as close as we can get to a form of CLASS action. OFCOM will also tell you where you stand and if you have a reason to complain. 

In my case, O2 breached the code of conduct on both porting (1 day now 20 days since I used the PAC and my number was released / disconnected from THREE) as well as telling me after initially PACing my number to O2 and a PAYG SIM on the 5th March 2024 (this failed) that this was impossible and then held my number to ransom and coerced me into taking out a 12 month contract to get my number. (They did not even try to port my number as a note when I took out said contract)

The later part of this is Fraudulent misrepresentation and is pretty serious.

I have to stress that this was after THREE had released the number to O2 and the number was disconnected on THREE. I have communicated with THREE and they have given me all the information I need to prove the number was released to O2

In my case, I have a very strong case against O2. However, I do not expect much from it because the Ombudsmen are limited in their powers. I may take it further due to the  Fraudulent misrepresentation aspect but I will see if I have the energy for it.

It will however cost them £750 at least. 

At the end of the day, whilst a PITA it was not that difficult to get a SIM from a good provider and change my number for contacts and clients but I will never use nor recommend O2 to my worst enemy.

A lesson learnt!

[Urgent2]

O2 released 32GB for £8 (1p more) - I paid £7.99 for 15GB at the time in question - see https://www.moneysupermarket.com/mobile-phones/sim-only/networks/o2/

I would learn some manners and know how to communicate before you call my post rubbish - I would not want even wish you or my worst enemy to experience what I have experienced in terms of over 60 hours on the phone line, repeated broken promises and failure to carry out the basics.

Also from my experience (I was with them for some 10 years) Three's customer service was a million times better then O2 - if they said they would revert within 24-48 hours they would honour that.

When I called and cancelled the sim with O2 I believed that would be the complete end of the matter - the port was only ever provided to O2 and how on earth could a number be transferred to a SIM which was not active/demised?  

Magafish (or whatever you call yourself) you seem very defensive of O2 in your posts - are you sure you're not incentivised by O2 to defend their failing reputation and be-little/dismiss others?

[Enlli]

@Urgent2 The problem is you have been posting a lot here and elsewhere but the simple fact is we can do nothing about your difficulties with O2.

Many of us here already know how bad O2 can be. Yes, it is good to hear about problems, but not incessantly 

[PaulRedPAYG]

@Enlli and @madasaf1sh I think he is just after a resolution / advice.

I can understand from my experience the frustration of having to call O2 over many hours and also understand why his frustrations are placed here on the O2 COMMUNITY Forum.

[madasaf1sh]

@Urgent2 

I dont need to learn any manners thanks, you keep spamming a public forum and to honest you sound like the kind of person who gets pushed to the abusive customer lines

And no I don't work for o2, but I dont suffer idiots either...

@PaulRedPAYG  (not sure why you have 2 accounts on here), appreciate his frustation, but posting multiple times with different stories each time makes you wonder...