I had a spare number with EE on a SIMO that I don't use. I didn't want to lose the number, as it's very memorable, so I decided to port it over to O2 on a contract I use.
The port was due to take place today, the port order on my O2 account was completed but the old line is still active in and outbound calls which is unusual. Contacted O2 on Instagram to query what was going on and was told that it would take up to 18:00, if it hasn't happened by then to get back in contact and they'll look into it. 18:00 comes and goes so I call up and speak to someone who tells me because I provided the PAC after 09:00 that the port won't complete until tomorrow (Saturday). I think we all know ports do not complete on a Saturday, she then spends time reading through the porting article on the knowledge bank (out loud). Ultimately, I gave up and hung up, having spent 40 minutes talking to someone who didn't have a clue.
Called back a bit later and went through to someone who told me that the port had been completed and that the line was working, not entirely sure why he thought I would call up if the line was working but there you go. He keeps putting me on mute without notice and then eventually cuts me off. He then called me back on the number I was porting into O2 and told me, well it is working because I have called you on it... at this point, I explained to him 3-times that the EE SIM is still active and the port although showing as completed hasn't gone through, he then hangs up on me.
Called straight back and spoke to someone who is insisting that the port has been completed and I don't know what I am talking about, she then told me that I gave the PAC later in the day and that's why it's not worked and it will complete on Monday. I sign-posted her to the O2 website, specifically the bit about porting it should have been completed today. She tells me there's nothing more she can do and then the call goes silent, I assume she muted me and then the call magically disconnected.
I called back for a final time and spoke to someone on the complaints option who told me that the port was completed. I pointed out the second order on the account showing as processing, to which he indicated it didn't look right and could be stuck. He said there was nothing he could do, the back office team wouldn't look at it until 24 hours had passed. I asked to speak to a manager but allegedly there isn't one available. He then agrees with me that it doesn't look right and the port probably hasn't gone right. He agrees to open a ticket for the back office team who will pick it up within 48 working hours... So in 4 days! I asked how I would know if they were working on the ticket and there was a resolution? He tells me nobody will call me back, and I'll have to keep checking the SIM and restarting the phone.
Has anyone on here had experience of this kind of thing happening before? If the port fails, can they reverse it and reinstate the original number?
I remember when O2 used to win awards for their customer service. It's mad to me how hard it is to deal with them and get someone with any real knowledge.
They're all just reading off scripts and can't deviate from them.
I wish I'd left the number with EE.
iPhone 16 Pro Max (EE/Vodafone)
Samsung S24 Ultra (O2/Three)
DanielPA
