Number not being changed

[Hebridean62]

At the time I signed up for a sim only deal from ID I filled in the form with the PAC number etc. New sim arrived and it’s an o2 number, so I downloaded the app and went through the process again. Still nothing and twice now I’ve visited o2 shops which have been unable to change the number. 
When I call 202 the system is unable to hear my voice or recognise keyboard strikes, but on making calls it works fine. 
I live in the Hebrides and visiting the nearest shop again isn't practical and the phone option doesn’t appear to work asking yourselves for help is as far as I’m aware is my only option left. 
This is the reference number o2 emailed me regarding the number change : Port in to pay monthly (KMM2130353197V89773L0KM)

many thanks

[MI5]

@Hebridean62 

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 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Guide: Migration & porting into O2