Number port problems

[g0akc]

We have recently switched a mobile to O2 due to a re-contracting our Virgin Media broadband package which is now 'Volt'.  The line was on Virgin Mobile previously.  My wife uses that phone.

We requested that we kept the same number.  This was supposed to be 'seamless'.

Despite contacting Virgin and O2 four times so far to arrange a 'port' this week, the O2 line is still on a 'temporary' number.

The first request was submitted by a Virgin Media agent who 'put the PAC through'.

When that didn't get actioned I did it online on the O2 website.  That still failed.

I then called O2 customer services on Friday and went over all the details again.  All submitted and PAC code/information checked by O2 agent. The planned port was confirmed in an email from O2 and due to take place on 31st October (Monday).  Nothing happened.

I contacted O2 customer services again who said something about 'server issues'.  They could see the previous requests.  She apologised and is supposed to be arranging some compensation.  She put the port through again for yesterday.

I managed to put the old SIM in a an old handset dug out from the back of a drawer and, as feared, found we had been missing important calls/messages. Yesterday, at about 11AM, the old line went from that old phone. 

The number that we want to keep has evidently been 'ported out'.  However, it has not been 'ported in' and the O2 SIM is still on the temporary number this morning.  We tried turning the iPhone off/on several times including today.  We were travelling to London yesterday but have been in the UK throughout.  We get a strong signal on both networks here at home.

Before I ring O2, who don't seem to have grip on this, is there anything else we can try or should be doing?

[MI5]

@O2Lisa may be able to help.

[O2Lisa]

Thanks for the tag @MI5 

@g0akc I’ll message you privately and look in to this for you.

[g0akc]

Thanks - I've replied to a PM from O2Lisa with some account/number details.

I have just come off the phone from O2 customer services.  Latest excuse is a technical problem, delay and backlog on the O2 servers for the port in.  This is now fifth time of contacting Virgin Media O2 about this.

Situation is now dire for us - at least until the port out occurred I'd been able to set up an old handset, which has a 'dodgy' battery, to pick up urgent incoming calls on the old Virgin Mobile SIM.  Now if anyone rings our 'old' number, that we want to keep, they just get a message saying it's an invalid number.  The calls just go to a black hole.

Apparently this has never happened before, unprecedented, only us and so on.

Is it something to do with Virgin trying move everyone off to O2 SIMs from Virgin Mobile?

Been told to try the phone again tonight.  Reassured that we will get a message when the work is complete - though none of the other texts or notifications we were promised arrived.

[g0akc]

Still waiting - ongoing - non compliance with a regulatory requirement and poor customer service!

[g0akc]

Remains ongoing.  No timescale given.  Lisa has kindly said she will provide an update on these forums when possible.

O2 are obligated to provide number porting under the Communication Act within a working day as specified by Ofcom.  See here;

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/numbering/number-port...

[Enlli]

I think we know what the obligations, but O2 is at the mercy of the organisation tasked with porting who have system problems.

OFCOM will make allowance for that.

[AimeeK]

I have the exact same issue although my number was ported on Monday 31st and I had service for 1 day before my signal dropped out and has not come back.

No I do not have my old number on my old network and have lost the "new" number associated with the O2 sim.

I have been on the phone to customer services at least 4 times. My last discussion was on Tuesday evening with a lady called Siya who insisted I would get a call back from a manager the next day. Needless to say this DID not happen.

I have missed important medical calls because of this.

How can you charge for a service you don't provide. 

Someone needs to respond to this as this is unacceptable @O2Lisa 

[g0akc]

Another contributor was suggesting, in another related thread, that O2 were not responsible at all.  They are. It’s up to them to manage any third party that they use to fulfil their obligations.  O2 sit on the relevant industry committees and so on.  I worked in the area for years.

[g0akc]

Our number has just been ported - it’s taken over a week. It also now shows on the account instead of the temporary number given with the SIM initially.

No notification received despite repeated assurances that there would be.