Problems moving my phone number from a O2 contract to a new O2 contract

[SallyC]

I have recently upgraded to an iPhone 13, which came with new SIM card and number. 
Contacted O2 to ask them to transfer my current phone number to the new contract, should be a simple process ?. Both old and new contracts are pay monthly with O2.

Spoke to someone 3 days ago, should take 24 hrs, nothing happened. Called again the following day, again told 24 hours, nothing happened. Called again, day 3, told 24 hrs and still nothing has happened.

My old number is unobtainable despite contract not ending until next month, so no-one has been able to call me for 3 days.

All Customer services can advice is that the process has started and it will complete following day, but it doesn’t and have refused to escalate this any further or pass me into someone more senior.

Has anyone experienced this and what advice can you give to get this sorted.

I have been an O2 customer for several years and am extremely frustrated.

[madasaf1sh]

@SallyC 

There is nothing we can do on this customer to customer forum, as there is no o2 support anymore so you will have to persevere with o2

if you send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG), or you can call 202 from your o2 phone

[MI5]

@SallyC 

Upgrades do not come with a new number.

The only way you would get a new number is if you took a new contract, in which case you need a number migration.

Guide here Guide: Migration & porting into O2  

[SallyC]

Thanks, that is what they are supposed to be sorting out, but O2 are making hard work of it

[SallyC]

Thanks