On 14 Sept I spoke to Customer Service to arrange for my account to be transferred to my son. To do this we had to set up a new account and the old number was due to be transferred on the 21st of September.
The new account is set up and we have the SIM, and it works.
The number did not transfer on the 21st.
I called Customer Service yesterday who confirmed that it should have happened but didn't. They said I needed to speak to disconnections. I have now called four times and been on hold for a total of an hour and a half.
I spoke to web chat man yesterday as well. He was very helpful and told me the number would transfer in 2 to 3 hours.
Needless to say it didn't. I spent another fruitless 20 mins with another web chat man who eventually admitted defeat and told me to phone up.
I have now been on hold for 30 minutes.
Mainly because of the impossibility of contacting O2 by phone we are now paying for two accounts and can't receive calls on the right number.
Finally got through to disconnections on the phone this morning after a mere 20 minutes of hold music.
Apparently the transfer was not correctly set up on the transfer form. Corrections have been made and it should all happen later today. I'm not going to hold my breath but I have crossed my fingers. Unasked-for £10 credit applied to the new account to make amends - thanks O2 :).