Switch to O2 - number not ported

[Tavis75]

I'm in the same boat, though the Virgin rep who set up the contract said it would not transfer for 30 days, which seems odd on a few counts, firstly, that seems to mean I will be paying for a month of an O2 contract I can't use and also I've got lots of e-mails from O2 about setting up accounts and benefits and things that say they need to be done within 28 days, but they involve receiving a text to the O2 number so can't actually do them (could stick the O2 sim in temporarily but I wonder if that could cause problems if I set stuff up with the temporary number).

Feels like having two separate accounts with different companies that are strangely interlinked is just going to be a nightmare going forward.

[John_GS]

Hi Tavis75

Thanks for posting and welcome back to the community.

Sorry for the confusion over the number port, it shouldn't take thirty days. Have you received your PAC? If so, please contact O2 directly and they can do the port. https://www.o2.co.uk/contactus - best wishes,

[g0akc]

I hope you get it sorted - it’s best to speak to someone at O2 - took me about 20 minutes to get through to a human. Ring 202 from the O2 phone.  I got messed about and patronised a bit, but assert what you need them to do - after security questions they should take all the details and PAC code that starts something like VRG and put it through.

Currently my wife is livid since she’s been without her phone number for a lot longer than necessary and people haven’t been able to reach her.  She’s given a few people her ‘temporary’ number but can’t do that for everyone such as the doctors and hospital.

I looked at finding an old handset out of a drawer to put one of the cards in, but we don’t want to be charged for two SIMs/lines.

It should have been a ‘seem-less’ switch but it’s been far from it.

[Tavis75]

Hi,

no, I have not received a PAC code, I assumed that was being handled by VM, which was the impression I got on the phone.

Obviously, I could request one myself using the normal method, but I was a little worried that might mess up the transfer, or possibly cause my contract to terminate (my existing contract ends on the 12th of November, then the new one starts I think) and I might then get hit with early termination charges.

The billing seems a bit of a mess as well, my contract is changing from £81pm to £86pm but somehow that causes a monthly bill of about £200 for this month (£147 for what my old package was going to increase to if I hadn't changed it, plus ~£50 for "package changes" (there were no equipment charges for the change, so it wasn't that)), apparently, I will then pay nothing the next month and (I assume) a lesser amount the month after, but struggling to see how that has worked out like that, would have thought that my next bill would simply have been for £86. 

[g0akc]

Unbelievable - O2 and Virgin have screwed this up for us again today!

Having received an email from O2 confirming it would occur on 31st October, nothing has happened and no updates.

I’ve just rung O2 and been told it’s because of some issue or other with their servers. Yet more excuses.

Agent Acknowledged that it’s been requested 3 times as shown on their records - by VM, by me online and by their customer services, but not processed properly.

Now we have to wait again.

Poor service and lost calls etc. as a result.

[Reece_MH]

Hi @Tavis75,

Thanks for the update on this. I completely understand your hesitancy with this. However, our systems do not allow for multiple PAC Codes to be created to prevent the exact issues you've mentioned. If you text 'PAC' and your birthday in DDMMYY format (031122), you'll receive the PAC Code, or be informed that one is already on the account, and you will also be given the details for this one.

A contract with Mobile would only terminate once the PAC Code has been processed - if you have a Handset, this would continue to be paid as normal until the end date. In regards to the bill, is this something our team have advised? The "Package Changes" section is a pro-rata for the cost of your package before the change up until the day the change comes into effect.

@g0akc, I'm really sorry the PAC still hasn't been processed. Unfortunately, we're unable to access the O2 Systems via our Forums, and as a result, we are limited on the support we can offer. O2 do have a Complaints Process, and you can find it here. You can also call the O2 Team directly on 202 from your Mobile, or 0345 454 1111 and select the option for O2.

Cheers,

[g0akc]

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@g0akc, I'm really sorry the PAC still hasn't been processed. Unfortunately, we're unable to access the O2 Systems via our Forums, and as a result, we are limited on the support we can offer. O2 do have a Complaints Process, and you can find it here. You can also call the O2 Team directly on 202 from your Mobile, or 0345 454 1111 and select the option for O2.

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It took over a week to get sorted.  Not much joy speaking to the ordinary support staff at O2 - I raised a resolver complaint and eventually got called by an helpful O2 agent who processed a compensation payment for us.