Hi,
I hope that somebody on this forum might be able to help me.
I recently joined O2 and was sent a physical SIM in the post (after a week delay, due to postal strikes). Anway, I'd picked up an ESIM from an O2 store, hoping to use this and keep my old Vodafone SIM in my phone and in use, just until I can switch my number over to O2. So, I complete a SIM swap via the online form, which is completed within a couple of hours. Great!
Then, a couple of days later, I submit a form to keep my Vodafone number and have this ported over to O2. I provide the PAC, SSN (of the ESIM) and all necessary details. I wait 24 hours and have had no contact at all about the progress of this. I contact customer services and I'm told the request failed, but I'm not given a reason... Anyway, they put the request through again for me. I wait 48 hours... nothing happens and, again, no messages from O2. Once again, I find myself on the phone to an advisor who says they will put the request through again, as the previous one failed. This cycle of requesting a number port, nothing happening, and the request failing, happens 3 more times! Each time, I'm told it's not clear why the request keeps failing. I'm fed up at this point, so I call to cancel within my cooling off period, but the advisor was extremely helpful and even provided me with her contact email.
Finally, today, I lost service on both my Vodafone SIM and my O2 ESIM. Still, no messages (text or email) from O2 about this. I'd been advised that this would all be sorted by 6pm, but here I am at 8:30 pm with no service at all. Looking at my account, it seems like my number has been ported over, however, I now have no service, so can't make any calls, text or use data. I have been restarting my phone frequently and have tried resetting the network settings. I need service urgently due to work and also because my very elderly grandparent is unwell and may need to get hold of me!
Could this be happening because I swapped to the ESIM? Is there anything I can do??
