O2 have failed to transfer my old number over, nearly weeks into the contract

[Elizabeth95]

I rejoined O2 nearly two weeks ago and entered my PAC code from EE that same day (28th July). After the two days I was advised it would take for the switch to happen, I contacted O2 and was advised that it would definitely be done within the next two working days.

Those two days come and go, I hear nothing. So I get in contact again and am told there is an issue and I’d be contacted within 24-48 hours. These also pass, I hear nothing and I reach out AGAIN. 

I’m then told that an official issue was raised on 1st July and escalated on my account, this can take five days to rectify and I would be contacted but my number switch would officially be complete by 8th August at the latest.

Surprise, surprise this comes and goes, and I’ve heard nothing. I reach out again and they say the issue hasn’t been raised, they try to do the pax change again and when it doesn’t work, they say I will be contacted within 24-48 hours (I was also hung up on by an advisor after 20 minutes of being on hold when she claimed to go and speak to the technical team). Now my issues are that I’m currently paying for two phones with two different providers whilst they don’t sort this and my original phone is hardly useable as it’s broken (hence the getting a new phone).

My 14 calling off period ends this Sunday (I’m also not in London and visiting family in another part of the UK), so I need this sorted by then or I believe I lose the ability to walk away. My original number is also associated with my professional life. All of this has been shared with O2. 

O2 have messaged me today to ask how my last conversation with customer service person was but I’ve not heard from O2 otherwise that they are even looking into this issue or sorting it.

I’m so annoyed and frustrated at this point.

[Cleoriff]

@Elizabeth95 

I would normally advise you to persevere with O2 but I think you've done enough.

I'll tag the community manager to your post, although he wont be back until Monday.

@Kei-M_O2can you help @Elizabeth95 please?

[Kei-M_O2]

Hey, I've dropped the user a message and we'll see what we can do.

Thanks,

[Cleoriff]

Thanks @Kei-M_O2 x

[Elizabeth95]

Hi Kei,

Thanks for reaching out. I tried to respond via message, but I was receiving an authentication issue. Apologies, I didn't get the notification about your response, and it's only after several more frustrating calls with O2 again today that I thought to check. 

Today, O2 has told me that there is an issue with the number itself and not the PAC and that EE has a hold on my number. I contacted EE, who, in under 10 minutes, I was able to speak to a technical team member who also checked directly with their PAC team and confirmed that this was definitely not the case, and they haven't even received a request from O2 for the transfer.

The complaint number i was given on 8th August was CCT-D346001. My pac code from EE was initially issued on 28th July so i'm nearly three weeks into this situation. EE have sent me a link to get straight through to their technical team should i want to get them to cancel the current PAC and reissue me with a new one.

I'm also aware the i'm now out of the 14 day cooling off period but given the terrible customer service i have received, including being hung up four times to and lied to by at least two customer advisors, i am also still considering the possibility of being able to leave as O2 have not provided me with what they have said they would and i need my number transferred over as it is one that is linked to me professionally.

Looking forward to hearing from you and hoping that you can help.

Thanks,

Elizabeth

[Elizabeth95]

@Kei-M_O2 , I am tagging you here in case you don't receive a message about my response above. 

[Elizabeth95]

Morning @Kei-M_O2,

After many hours on the phone on Saturday, one of the customer advisors tried again with my PAC code and turns out that all of the eight previous times that someone had entered it, it was never processed. I have now received texts confirming that the process is happening tomorrow so hopefully it finally does. 

Absolutely mad that for 3 weeks, several people just weren't doing their job properly. EE have a specialised team for PAC transfer, sounds like O2 desperately needs one also.

[jonsie]

They actually have one

...but it's one man and his dog in a shed