Mobile to O2

[Harley2017]

I have updated my contract and now have the O2 sim…major problems with keeping my old number. Got the PAC etc and now the new O2 sim isn’t working at all…it worked when first put the sim in but has since died

[Martin_N]

Hi Harley2017,

Thank you for your post. I'm very sorry to hear about the issue you've been having with your SIM card. 

This community is only able to assist with Virgin Media/Mobile related services. 

Please check out O2's contact page for assist with your SIM card: https://www.o2.co.uk/contactus

^Martin

[Harley2017]

O2 are saying it is a VM problem!!! I am not happy with your service and you seem to be passing the buck! I am within my 14 days cooling off period and I am seriously considering my options 

[Ilyas_Y]

Hey @Harley2017, thanks for the reply.

I'm sorry to hear about the issues with the SIM and the poor communication.
If the O2 SIM isn't working, that would require O2 to intervene and send out a replacement SIM.
Regarding the PAC code, that would be given to them to transfer the number over.
I do apologise for the hassle and the inconvenience this is causing you, if had access to their systems the yes, we would sort it out, but unfortunately we don't I'm afraid. 
Please contact O2 with the link given above by my colleague and they will sort the issue out for you.
Let us know how it goes.

Kind regards. 

[Harley2017]

I have been back into the O2 shop and called O2 customer services….still no service on the sim. O2 saying that it’s a VM problem with shutting down the old account!!!

[Ilyas_Y]

Thanks for the reply.

Is your old mobile number with Virgin Mobile?
Let us know.

Kind regards.

[Harley2017]

Yes it was a VM mobile. I have been back into the O2 shop and spoken with customer services. My VM number is now off MyVirgin Mobile and is showing up on the O2. However, neither the temporary sim or the VM sim is “live” both show no service!!

O2 still maintaining the VM did something wrong and in the meantime I have no service!!

[Ilyas_Y]

Thank you for updating us.

If the number is now off the VM side and with O2, it is now registered with O2.
The VM SIM won't work as the number has been removed.
But we cannot do anything except make a PAC code, we don't transfer anything over, we produce a code to which allows another provider, in this case O2, to take it from us.

Did O2 mention anything about the number swap taking up to 24 hours as per process with any mobile number export for any provider?

Kind regards.

[Harley2017]

I provided O2 with the PAC on Tuesday morning and they said that it would be working after 6pm that day. The temporary sim worked for a few hours on the Tuesday but then it became no service status. I have been on the phone to O2 and into the shop twice to no avail…O2 are working on a “work around” to try and get the service up and running. Last week I changed my package to the Ultimate Volt and this has not only caused the sim issues but no Netflix and the second box has been converted into a “mini” box…I had two V6 boxes that were converted into 360 18 months ago but were independent of each other…I never had one of them working as a mini. I have reported the Netflix issue and an IT ticket has been raised. Customer service is working on getting the second box working in order for it to record. I had a technician out this morning and he mentioned reverting back to the V6 system but the only problem there is the V6 system doesn’t support Disney + 

[Ilyas_Y]

Thank you for the update.

We will have to wait for the update regarding the O2 SIM to see that starts working.
Regarding the Netflix query - if it needs escalation to a specialist team, I can get that done for you if you wish, just let me know and I'll pop over a private chat.
Regarding the V6 boxes - if you'd them to be swapped back to TV 360 I can also get that done for you, I would hold off on the 'mini' box hardware one until that get's resolved.
Disney + is not supported on the V6 box sorry, the promotional offers given for the service are for the subscription itself and not for the use of the subscription on the V6 box itself.
I do understand and am aware that there has been hassle with it, we do appreciate your patience and can look in to this further if you wish, as mentioned the O2 SIM will have to be resolved regarding that.
Let us know.

Kind regards.