Hi,
I urgently need support regarding a failed port-in request from EE to O2. The communication from O2 has been terrible—no one has been following up with me, and I’ve had to call at least 20 times to chase updates, only to receive very little information.
On February 13th, I received a PAC code from EE, which expired on the same day (I’m not sure why it was so short). I went to the My O2 website and submitted a request to transfer my number. I have two plans on my account, and I ensured that I selected the correct one before entering the PAC and the number to be transferred. The request went through successfully, but when I checked my order history, I saw that the transfer was pending against the wrong plan.
I immediately called O2 to address the issue. They confirmed that the transfer was indeed set against the wrong number but reassured me that this wasn’t a problem—they could perform a “soft number transfer” once the ownership of the number was confirmed. I was told I would need to wait a few days.
However, after waiting, there was no update. I called support again and was informed that a mistake had been made, and they now needed to raise a port-in exemption request, which would take a few more days. Again, I waited, but no update came. When I called back, I was told that no exemption request had actually been raised. Frustrated, I filed a complaint. I was assured that someone from the resolutions team would contact me and that an exemption request had now been submitted.
On February 27th, I received a call from the exemptions team. They informed me that they had raised a new request, which would take three days to process, and that they would call me back the next day with an update. However, I never received that follow-up call.
A few days later, I called again for an update, only to be told that the request had failed and a new port-in exemption request needed to be submitted. This was done on March 12th, and I was assured that this would “100% resolve” the issue and that I would receive communication by March 19th. However, I never heard anything from O2. When I contacted support again, I was told that the exemption request had been closed and that I needed to request a new PAC code from EE.
This is now the second time I’ve been asked to do this. Both times, when I contacted EE, they informed me that they could not issue a new PAC because the service was no longer connected. I’m completely lost and extremely stressed. O2 has failed to provide a clear explanation of the issue and instead keeps directing me back to EE, who categorically state that they do not have the number. In fact, EE shows the number as successfully ported on February 14th.
At this point, I feel I have no other option but to escalate the issue to the ombudsman. However, I wanted to post here first to see if anyone has any advice on how I can move this forward. I desperately need to recover my original number, as I have had it for 20 years, and it is linked to all of my financial applications.
Can anyone suggest a way to resolve this issue?
Thank you.
