Dear Community!
This is my cry for help!
I'm a former Virgin Mobile customer recently transferred to O2 until now with monthly rolling plan.
Due to difficulties with settling payment on time; missed regular payment, then unsuccessful attempt to pay it off on 29th November - due to fault with phone system within customer service at the time, and my later travel abroad. I have once again tried to pay the outstanding balance upon my return, however, was told the debt was sent to the debt collection agency.
I have contacted the debt collection agency the following day to settle the debt (£17.15) and have approached the O2 CS team about getting my number reactivated.
I have been told a many different opinions by different CS agents and I feel like I'm hitting a wall.
Once I have been told that my number is still with O2 and once the balance is cleared off, I should be able to reactivate my number as apparently if done within 30 days after disconnection there shouldn't be a problem of retrieving the number back.
I have settled the balance with the debt agency - who mentioned this in the notes and have closed my account with them, providing me with relevant reference number.
I have then contacted the O2 back again and was told that by adding charge of £15 reactivation fee to the account I will be able to have the number back in my name. I was then passed to the next advisor to complete the process, however than I was told that this is not possible. As due to the fact that the debt has been settled with debt collection agency not with O2 - technically I still owe the O2 the money (as DBA have not paid the O2 yet).
Is there any possibility of getting the number assign to my name at least as PAYG rather than rolling plan?
Thank you in advance for any advice....
