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Split port issue - please help me

CCC1979
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I got a new iPhone 13 on December 30 and requested a PAC code from Vodafone. This request was made, I lost signal to Vodafone and and I received confirmation by text from O2 on 3rd January that my number was now ported to O2. Since this I have had both my ported number (primary) and the temporary number (secondary) with no option than to keep it this way. If I remove the secondary temporary number (that I do not wish to keep) I am unable to use my phone as I lose signal as I have no signal on my posted number. I have been in contact with O2 every day and been told to reboot, reset network settings, tech support then raised a ticket and changed settings that wiped the temporary number which meant my phone had no signal again - I had to re add this number to make my phone useable. I am at a loss with no one able to help. As it stands, even with both numbers on my phone, I am not able to make or receive all calls and texts, it is very temperamental. I have tried again this evening to call O2, the call dropped after a long wait to speak to someone. Please, please, can someone help.  

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Enlli
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Not much we can do here as customers.

Are these eSIMs?

If so I would suggest calling into an O2 shop with photo ID and swapping to plastic 

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
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CCC1979
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It is just one physical SIM card. I only posted as a last resort hoping someone may have had a similar experience and could offer some advice on what to do as no one seems able to help who should be able to. 

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MI5
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@CCC1979 

Try the UK based social media teams.

Pick one to message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X)  (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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gsmith45
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Sorry to hear your issues @CCC1979 - they sound exactly like what I experienced since I transferred in from Giffgaff in early December.  I had a split port and all sorts of issues for which I received useless suggestions from the support team on 202 that had me running in circles - similar to yourself.  I got to a point after a week where data was working and where I could receive calls on the temp number.  Things seemed to incrementally get better around 9-10am every day, so maybe worth rebooting next at that time.

 

In my case it took 25 days to get my old number semi working, but even then - only users on the O2 mobile network could call or text me - ironically meaning that the helpdesk couldn't even send me a security code or call me back.  Another week later for me, and things are now almost working about from a few weird issues.

 

My advice would be not to bother harassing 202 - at this stage, they just add a note to say that you've called to your existing open ticket, or if you push harder, they create another ticket which complicates things later and can reset the response timeline. They're not able to do anything other than simple fixes or escalation, so it's a waste of your time.  I had better experience with the social media team on Facebook, but again they will largely escalate - but can give better feedback and fix account related issues. 

 

Other suggestion would be to visit an O2 store, and ask for a SIM swap (it's free).  I did this at an early stage and it improved things a little in terms of getting the temp number working better, although the assistant thought it was 50/50 that it might just fix all the problems. 

 

Good luck, be patient - there does seem to be very little you can speed up.  I also wrote a letter of complaint which made me feel better, but hasn't been answered yet.  

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CCC1979
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Sorry to hear you had such issues as well. Thankfully mine are all sorted now. The O2 Facebook messanger service sorted it very quickly. It turned out there was an eSIM linked to my phone that (I hadn’t requested) once it was deleted all was sorted. I had mentioned when on the phone to the call centre that I had seen this in settings but was not told this would be an issue. Once told to delete it by the O2 Facebook team all was working perfectly. Relief at last. 

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Cleoriff
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It seems these esims are more trouble than they are worth. (Particularly when you didn't request one @CCC1979)

The forum is full of posts from people having issues with esims. They don't seem to match well with O2!

Veritas Numquam Perit

Girl in a jacket
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MI5
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The SM teams do have a good reputation for resolving such issues @CCC1979 

Pleased you were sorted out.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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