topic Re: O2 to EE porting issues in SIM cards & Porting

O2 to EE porting issues

Ali258 — Thu, 05 Oct 2023 20:05:14 GMT

I moved from O2 to EE last week, applied porting when I bought sim. O2 sim has stopped working but EE sim is only functional partially.

I can’t receive any calls or messages.

all my financial services and work related services are tied to my number for authentication.

Customer service from EE is the worst, I have used Vodafone O2 Lyca Lebara etc.

I never get helpful response. I raised a ticket case id 21558479 , SLA is 72 hours. I requested to escalate this as it is impacting me financially, but the customer service executives have not been helpful at all.

I will be leaving EE straight away once number moves, as cant get tied up in contract with this customer service for 2 years. I have 14 days cool off period out if which 7 days are done.

Did anyone have similar issues and were able to expedite the issue resolution?

any help will be very much appreciated

Re: O2 to EE porting issues

Christopher_G — Fri, 06 Oct 2023 07:22:17 GMT

Hi @Ali258

Welcome to the community.

Usually these number ports go through smoothly, without a hitch. I'm sorry to hear that you've had a problem with yours. You've done the right thing in speaking to our technical support team and raising a ticket, they'll be working to get you up and running fully soon.

Please keep us updated here on what happens.

Chris

Re: O2 to EE porting issues

bristolian — Fri, 06 Oct 2023 08:19:53 GMT

Can your receive calls from other EE users, i.e. "on-net"?

Depending on this, the issue could just as easily be with O2's data (which should be rectified as part of your fault report) as it is EE's.

Re: O2 to EE porting issues

Ali258 — Fri, 06 Oct 2023 16:58:36 GMT

No, I am not able to receive calls from EE too.

Re: O2 to EE porting issues

Ali258 — Fri, 06 Oct 2023 18:29:58 GMT

Sorry but your team is useless in providing updates. Still having issues no resolution.

Re: O2 to EE porting issues

Leanne_T — Sat, 07 Oct 2023 06:53:28 GMT

Hi @Ali258

I am sorry to hear this, once there is an update the team will be in touch to let you know.

If you would like to check if there have been any updates please call us on 150 and the team will be happy to help.

Leanne.

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 06:26:39 GMT

What I get back from the cs team is that no eta no update.

Imagine to have lost access to your number which is registered worldwide at many services to authenticate you for one whole month!

The cs team do not have concern, they just me to hang up. Worst customer service ever.

my issues are still not resolved.

I warn everyone don’t join EE. Especially if you are porting into EE with a number that may have originated from lyca(even if it was 20years ago)

Re: O2 to EE porting issues

Katie_B — Fri, 13 Oct 2023 06:30:15 GMT

Hello @Ali258.

Thanks for keeping us updated.

I completely understand how important it is to get your number back.

Has a ticket been raised in regards to this?

Katie

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 09:32:33 GMT

Hi Katie,

Yes there are 2 tickets raised. Both have breached the 72 hour window.
I am so gutted with my decision to move providers.

Re: O2 to EE porting issues

Katie_B — Fri, 13 Oct 2023 09:35:09 GMT

Thanks for getting back to me @Ali258.

Following you last call to customer care what was advised?

I would recommend getting back in touch with our technical care team who can provide a full update on your ticket.

Katie

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 09:45:10 GMT

Hi Katie,

I was told that the porting team are not client facing so they cant speak to me. The person I spoke to yesterday said there is no update or ETA, I just need to wait till the MPN team receives required files.

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 20:23:52 GMT

Standard response that they have no ETA on when issue will be resolved.

i was told i cant speak to the MNP team who are resolving the problem.

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 20:27:37 GMT

I am in the same boat moved from O2 to EE on 30 Sep. Since then I was not able to receive calls.

I was told that this was lyca issue, my number orginated from lyca 10 years ago.

Were you told the same thing.

I think the customer service team is lying to everyone. There is something busted in EE and they are covering up.

twice I was told to wait 72 hours, but nothing resolved.

Moving to EE was worst decision.

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 20:28:21 GMT

You mentioned that mine was an isolated incident looks like porting into ee is totally busted!

Re: O2 to EE porting issues

Ali258 — Fri, 13 Oct 2023 20:39:03 GMT

I was told this is a problem with other providers not sending files to EE but looks like EE is busted its porting service. I moved from O2 and I cant receive calls or messages.

@Katie_B @Leanne_T you are seeing so many posts with this issue. Do you know what has busted in EE?

Re: O2 to EE porting issues

SunilK7 — Sat, 14 Oct 2023 20:03:45 GMT

Same issue here ported from O2 on 1st October numerous calls made to the tech support ... 3 such 72hrs has passed still not resolved.

Re: O2 to EE porting issues

Ali258 — Sat, 14 Oct 2023 20:58:11 GMT

Hi @SunilK7 , In past was your number ever with Lycamobile. I am asking this because the cs team blamed Lycamobile hack for the issue.

Re: O2 to EE porting issues

SunilK7 — Sat, 14 Oct 2023 21:21:56 GMT

@Ali258 yes I was with Lyca 10 years back then on O2 all these years. Tech tech support team said the issue was with them receiving the files from Lyca. Which I don't understand. I am thinking of moving away from EE.

Re: O2 to EE porting issues

Ali258 — Sat, 14 Oct 2023 21:27:58 GMT

I have taken 24 months contract, but I dont want to stay with EE.

I will be making complain to EE’s ADR. So on Monday I will contact EE to provide me deadlock letter.
My number is associated with local and international financial services, they send me verification code to authenticate my payments. As EE and Lyca have busted my service I am in deep trouble and ending up paying fines and interest.

Contacted Lyca, they said that issue from their side was resolved. Now EE needs to do what is necessary.

EE cs is so horrible that the people who are actually working (or not working) dont come on phone to explain problems. There is a team of jokers who keep reading old notes which states that there is no ETA.

Re: O2 to EE porting issues

SunilK7 — Mon, 16 Oct 2023 17:59:13 GMT

@Ali258 any luck?