Can anyone help? I’ve spent about 10-12 hours on the phone with various O2 agents that are all seemingly unable to really comprehend my situation.
26/03: Order placed online for a new O2 line and Temp number created + sim issued. I also provided the PAC code to move number from EE to O2.
29/03: Called and cancelled that contract with O2 at which point I had not even received the SIM card so it was never activated.
01/04: my EE sim goes dead and stops working
02/04: EE confirm the number has left their network and the PAC code has been used. O2 agent says that I need to wait a few days for the porting to complete despite me clarifying that the O2 temp line is already cancelled.
14/04: after some back and forthing, someone from retentions suggests we reactivate the temp number to complete the port and so I take out another contract to get this working again.
From the 2nd of April I have been on call and after call with O2 agents submitting forms, constantly opening and closing complaints. After reactivating on the 14th of April I have now been passed to a “live escalations team” who are dealing with a back-end “migration team” and nobody seems to understand the practicalities of the situation.
It now appears the PAC code has expired and the migration team has told the live escalations team to ask me to speak with EE and request another PAC code… even though EE have confirmed the number has left their network and even my O2 app has a status since 1st April telling me my “number transfer is in progress”. When I probed further that it’s clear that whoever is resolving this is not understanding that the PAC code has been used by O2 and so the number is no longer with EE, I just get a robotic response that I need to speak with EE to get the PAC code again.
Unsurprisingly, I spoke with EE and they’ve confirmed the PAC was used by O2 on the 1st of April so the number is cancelled on their side and they cannot do anything. So now I’m back to square one after 3 weeks of back and forth with O2 with my number being lost in the ether, the PAC code used by O2 so number should now be on the O2 network and nobody on O2 able to get me my number back to me.
it’s been an absolutely horrendous experience especially given that I already cancelled the contract and then O2 decide to go take my number over. I’ve been missing meetings and taking time away from work to sit on hour-long calls with O2 but never getting to anybody who can undo the mess that O2 have caused.
