Number transfer from O2 to O2.

[ArThor]

Ive had an O2 contract for a couple fo years and recently decided to upgrade. I used affordable mobile phones, found a deal and phone I liked. I entered my details to purchase, one question was do you have a current account, yes I do. Enter your existing number, done. Your new deal will be added to your account you will not be able to transfer your number. Dont want that. So, thinking ill just close and open a new account, I clicked no, I dont have a current account with O2. Do you want to transfer an existing number, yes I do. Enter the PAC Code (and possibly the existing number I cant remember.) Requested PAC code from O2. Done. Entered the PAC code. Done. My understanding is using the PAC code ends the contract I'm on, transfers the number to the new provider so they can open a new account with the same number.

Phone arrives with a new SIM. I added the new SIM to the new phone when I had a chance, maybe an hour after the package arrived. The old SIM had already been deactivated by the time I got to doing this. The new SIM was also deactivated.  I gave it a while, and restarted the phones a few times.  The old SIM at some point reactivated. Logged into my O2, turns out I still have the same password. Also I can still apparently upgrade and my usage is showing the same old contract information/ data allowances, BUT I HAVE A NEW NUMBER. Tried to do a sim swap to see if that would work. That just deactivated my old sim and activated the new one. Tried to do PAC code switch again with the same PAC code number using the guide: how-to-keep-your-mobile-number

 That was last week, I thought it might have been done by end of friday if not saturday, or the changes might start today but I've had nothing change. I've tried phoning O2 but after navigating callcentre menu system a couple of times I got hung up on, I assume my issue is not important enough due to covid-19. How can I get this sorted.

[Cleoriff]

@ArThor 

You have no option but to call O2 I'm afraid. Porting and number transfers are taking ages.

Lots of numbers in this guide. Use any or all Press ANY option.

Guide: Coronavirus Community Help and Support 

[ArThor]

I just had another go at calling O2. The automated system managed to identify I wanted to keep my number. But then I get a message saying press 1 to report fraud or stolen phone or similar and to use the o2 community or my o2 for anything else, then it just hangs up. This is whats happened the last few times. Do I need to just lie and press 1 to get through to a human?

[gmarkj]

Unfortunately at the minute, yes.

[jonsie]

You don't use a PAC to transfer the number

You must call and ask for the number to be migrated @ArThor 

[ArThor]

I phoned again and hit 1 at the "press 1 to report fraud or stolen phone prompt". Got immediately through to a bloke who said he could sort the problem. He put me on hold while he "found out what happened". After a few seconds the line cut off. It appears the transfer got going before he could start talking to me again as the sim had deactivated. About an hour or so later it was back and with the correct number. All sorted.

Thank you all for the help.

[Cleoriff]

Excellent news @ArThor 

[jonsie]

Good to hear @ArThor 

[Mike_Ohhh2]

Nope... CS don't know how to transfer O2 to O2 either. All they could do is tell me they were getting an error message on-screen, and that it would be sent to their support team.

2 calls, over 30 mins of waffle, both refused to say why they weren't going to ask why the system does not or cannot work, and there's nobody else I could ask what the problem is.

I wonder where all this is going. I certainly don't know. Left paying for 2 contracts now. My only other option is to give up the number I've used for 20+ years.

Thanks O2 👍🏼 

[Enlli]

Take the number you have used and get a PAC code and transfer it on to a cheap PAYG SIM on another network

Once transferred get a PAC from them and apply it to your new number.

Bit of messing but it gets you round O2 inefficiency