Incomplete porting from O2 to EE

[Davidweb2710]

Hi, please help! I have 3 phones on my EE account. Two of the numbers were ported over from O2 in January this year and they have been unable to receive short number SMS and OTP’s ever since. We have kept the original o2 numbers. I believe this is due to the porting process not being completed fully by EE. Can someone please help with this? I have tried your customer service but they have no idea what they are doing! This needs to be resolved as the users are unable to operate mobile banking apps etc due to this issue. 

[Ali_A]

Hi @Davidweb2710 

Sorry to hear you're facing an issue receiving OTPs. 

you'll need to give our customer service team another call on 150, where a guide in the technical team will run some checks and raise a ticket for you. 
They will automatically check if it's related to porting as part of the investigation, so there is no need to speak to the porting team when you contact us. 

Ali

[Davidweb2710]

I have already spoken to the technical team via 150. I explained the porting process was incomplete and they continued to perform other, unrelated checks and the issue remains. I do not believe the team on 150 have the access to do what is required. 
How do I speak to the correct team that has the required authority and knowledge?

[Chris_S]

Hi @Davidweb2710 

Our technical team would be best placed to get this looked into further for you, so I'd recommened giving them a call.

The technical team can escalate the issue further for you if they're unable to solve the issue on the call for you.

Chris S