Migration & porting into O2

[EmilieT]

Hi everyone,

We've put together some information below on how to migrate your number between different types of accounts, which we hope you'll find useful

Moving your number from one Pay Monthly account to another, PAYG to Pay Monthly or vice versa is really easy. Below are the steps you need to follow for all options:

⬇️ If moving from one Pay Monthly account to another 

If the two accounts are in different names both account holders can, if possible, call into customer services together on 202 to arrange this. If both account holders are unable to call together the account holder of the existing account will need to ring first, complete security and add a secondary password to the account. This secondary password will be valid for 7 days. The new account holder will then need to call and confirm the standard security plus the secondary password, plus security on their new account. Once this is complete the number will be migrated over to the new account within 24hrs, any requests on a Friday won’t be actioned until the next working day. If the new account holder calls after 7 days of the secondary password being added the existing account holder will need to call back to add another. If you’re on a Refresh contract the Device Plan on the existing account will need to be paid off first.

⬇️ To move from PAYG to Pay Monthly 

To move from PAYG to Pay Monthly you need to have set up a new Pay Monthly account first. Once this has been done you can contact us directly on 202 to arrange the migration. You’ll need the PAYG SIM card to hand to confirm the number on the back for security. Your migration will then be completed within 24hrs. If you have an auto-top set up on your PAYG number this will need to be cancelled to stop any further top ups. To do this:

• Go to o2.co.uk/Myo2 and sign in 
• Select Auto top-up 
• Go to your Auto top-up summary 
• Click Cancel My Auto top-up

Any remaining credit will be transferred over to the Pay Monthly account and be visible on the first or second bill. Any saved rewards as well as current quarter accrued O2 Rewards will be added to your 4th Pay Monthly invoice.

⬇️ To move from Pay Monthly to PAYG:

If on a Refresh contract any remaining settlement on your Device Plan will need clearing before the number can be migrated. If you don’t already have a PAYG SIM one can be ordered off your account, the available PAYG SIMs can be here. The earliest the migration can then take place is 7 days to ensure you have the SIM first. Alternatively you can wait until the SIM arrives and then request this, which the migration will then be within 24hrs of being requested. You’ll receive a final bill 14 days after disconnecting. This will have any final usage charges on and your termination fee if on a standard contract. This will then be due for payment 14 days later. 

⬇️ To move from Pay Monthly to Business:

If on a Refresh contract the Device Plan will need to be paid off before the number can be migrated. If on a standard contract you need to be at the high way point of the contract. If in the first half of your contract you’ll need to wait until you’re half way through. 

If transferring to business into a different name or Business name you’ll need to download and complete the form found here. 

All the steps you need to follow, what ID is required and where to send the completed form to is all detailed there. Once completed and sent off it’s a 5 working day turn around for the new account to be completed and set up. You’ll be contacted with your new account number. 

⬇️ To port into O2

To port into O2 you’ll require a PAC from your existing provider. To get this all you need to do is text PAC to the shortcode 65075. This is used for whatever network provider you’re on. You’ll be text back with your code and the expiry date. It it’s not used before the expiry date, it will of course expire and you’ll need to request another. You can then give this to us at the point of sale and your port in will be actioned the next working day if requested before 17:30. If after this point or at the weekend it will be 2 working days. If you’ve completed your order online and waiting for the phone to be delivered you can complete the port in form here. For more information on how to get your PAC number, read our dedicated guide!

If the phone had a temporary number prior to the port and the phone you’re using is an iPhone, you’ll need to update the number within the settings to the ported in number. To do this Settings – Phone – My Number. Enter your ported number into here and do a quick reboot of the phone to refresh it.

[Plukey]

Hi, I have the same issue, but I also have the problem that calls using the ported in number go straight to VM, but if I call using the number allocated to the sim it calls ok. I had my pac code when I ordered the pay monthly sim only account (which arrived 03.02.22). Several calls to O2 promising it would be sorted as per the usual time scale. Not sure what my next step should be, so how did you resolve your problem.

[Zaki75p]

Will I get a text or something that the transfer from old network to 02 has been done?

[MI5]

@Zaki75p 

Not always, but the number will change in your MyO2 https://mymobile.o2.co.uk/

[Zaki75p]

Ah ok...I'll keep checking. Did it before 5.30 yesterday thought it would be done but kudos for the reply nice one

[pgn]

Does this guide need a tweak on light of...

https://community.o2.co.uk/t5/Tech-Support/FYI-Porting-an-e-sim-to-a-new-phone/m-p/1576659/highlight...

@Rafa?

Is there any official word on the new process described in the post?

Thanks!

[gmarkj]

Also needs the "text SWAP" adding as per https://community.o2.co.uk/t5/Pay-Monthly/Confused-with-keeping-my-number-from-another-provider/m-p/... 

[PeeDee]

Im in the process of being ported. The O2 website is showing that my number (which is my old and correct number) is now associated with the phone. BUT the phone is showing NO SERVICE. Any ideas?

[pgn]

Keep rebooting the phone every so often. If no joy, reach out to O2 social media, links just below, @PeeDee 👍

[haylio]

I have been trying to port my number that I've had 10+ years (internally from o2 - o2) since last Thursday and still have no luck. I am the account holder on both phone accounts

As I changed my name when I got married I was 'advised' by customer service it would be easier to to take out a new contract and port my sim-only number across, it would take 24 hours - so I did as advised.

Friday - no number port - called 202 they raised a new ticket (unbeknownst to me this started the process again) should be done in 24 hours.

Saturday - no number port - won't happen until Monday as they do not do this over the weekend

Monday - still no number port - was told they will raise another new ticket with high priority, should be done in 24 hours - latest 48 hours - was told I would get a call back at 6pm that day to update on progress - no call

Wednesday - STILL no number port - was told it would happen today by 6pm and that I would get a call back to update on progress - no call back - called myself and there is no update! I received an email with my monthly bill for the old number which I paid off straightway rather than wait for the direct debit to come out in 2 weeks.

I am at a loss for what the problem is, and almost considering cancelling both contracts, giving the new phone back and going to a competitor.

I have given them time and been turning my phones on and off in the hope its ported but still nothing.

Social media will be my next port of call but is there something I have been doing wrong? - besides following their advice in the first place. 😵

[Breanna]

Hi @O2nath_ci could you take a look at this for @haylio