Transfer o2 number on one contract that I want to close onto a new contract taken out with o2

[ALou]

Hi it would be great if someone could please help.

I have been told by multiple assistants on 202 that this can be done, I paid off my exisiting o2 contract device plan and I inserted the new contract devices sim into the new phone as instructed. 
I then called to migrate my current number (my contract under my name) over to the new phone which has a sim and new number (new contract under a different name)

I had the account holder on the call with me so they had the permission and all the checks were fine. I was then told that it isn’t possible to move my number across to this new phone because we’d first have to pay off the entire balance (over £1000 because it’s a brand new contract) before I’d be able to change my number over.

The new contract was taken out in a family members name because we were told it would be possible to change number over easily after - nobody can do it?

This is o2 to o2 however if I’d left o2 then I could take my number with me, how can this make sense? Please help 🙏

[jonsie · Accepted solution]

There should be no reason the number can't be migrated over if you are both on the call

I would try calling again to speak to a different adviser

One way round this would be to transfer your number to PAYG and just give the sim to your family member

That way it would be a simple migration and just your family member needs to call

Guide: Migration & porting into O2 

You need to contact customer service

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Guide: How to find help & contact O2 

[ALou]

Thank you!! Thought I might be going mad 😆

[jonsie]

Good luck, hope you get sorted