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Migration & porting into O2

EmilieT
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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 slight_smile

 

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.

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If you'd like to take part, why not register? slight_smile
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Oxonian
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@BackcheckUK 

 

There is some guidance here :-

 

Guide: Migration & porting into O2 

 

It is a migration as it is O2 to O2. 👍

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Pranav14
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I requested a transfer for my number to go from O2 PAYG to a new O2 Pay Monthly sim. The PAYG sim has lost service but the temporary sim still doesn't have my original number on it (it's still the temporary number). It's been more than 24 hours since I submitted the request.

 

I've restarted my device several times and even put the SIM in a different phone, but the old number I want to save is still not on the new SIM.

 

I also get an error when I log into my02 and nothing shows up for my account.

 

HELP

Message 62 of 71
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MI5
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@Pranav14 

As per your other post, you need to talk to O2 Guide: How to find help & contact O2 

This is customer to customer help and we cannot access accounts.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 63 of 71
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Pranav14
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Is it normal for things to "click in" on their side but be a bit delayed on ours?

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MI5
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@Pranav14 

Unless you have a date, nothing is happening.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 65 of 71
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Pranav14
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Oh, I see, even though the old number sim has gone "dead" and has no service? When I rang, they said it's been ported over.

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MI5
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@Pranav14 

As I've said already, no one here can access your account to see what's happening, sorry.

Only O2 can tell you and help.

It may be in process but we really wouldn't know.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 67 of 71
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Pranav14
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Okay, thank you for your help thus far. Just to confirm, it's not unheard of to take up to 48 hrs?

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MI5
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Or much longer unfortunately @Pranav14 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 69 of 71
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Aaron14
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Hi, I recently just switched from Android to Apple and have an Esim on the iPhone. I transferred my old number over, and it claims to have "ported over", but my new phone shows its number as being different, and it's stopping me from setting up WhatsApp since its asking to text me a code (though I'm only concerned about calls and text right now).

 

If I try to call the number I want to keep from my old phone it just beeps, and calling from my new phone it says "user busy".

 

I called O2, tried their advice of changing my number manually in settings, which ended the call. And the number I want to keep didn't show up, so I called them back. Went through the same process, and they said to restart my phone after changing the number, and that it should show up, but it's still showing my temporary number.

 

I then tried receiving a text and a call to the number I want to keep, and the text went to my old phone, while the call came through to my new phone...

 

How is it possible that one goes to the old phone while the other goes to the new phone, when it's the same number, despite the number not showing as my number in the new phone?

 

It seems like it would be best if I just put my old physical sim card into my new phone. Would that work?

 

Also, in My O2 the correct number shows.

 

Thanks

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