Moved from o2 to Tesco Mobile - need advice

nolastchance

Hi all, 
I moved from o2 to Tesco Mobile on July 1st, I am keeping my o2 telephone number. 
It's nearly a month and my number is still not moved over, I have not been able to receive calls or texts. I have contacted Tesco mobile around 5 times and they keep saying it's with the back office. 
I missed an important phone call regarding a hospital appointment I have been waiting years on and now I've been put to the end of the list, I nearly missed a job offer but thankfully they emailed.
What are my rights? Tesco gave me free line rental for July which is laughable when my blooming number DOESNT WORK!!

born_again

Did you request the PAC?

Alderbank

Mobile telecoms is a highly regulated industry.
The regulator Ofcom has set a large number of rules which providers must comply with. One deals with your rights to compensation if your switch is delayed.

I assume you gave Tesco your PAC from O2?
Ofcom says 'The switch must be completed in a day. If the switch takes more than one working day or there is an abuse of the process by your provider, you are entitled to reasonable compensation from your provider. Providers must inform customers how to access this compensation and how it will be paid.'

What did Tesco inform you about how to access this information and get your compensation?

nolastchance

born_again said:

Did you request the PAC?

Yeah, I followed all of the instructions. Tesco keep saying its an error at their end.

nolastchance

Alderbank said:

Mobile telecoms is a highly regulated industry.
The regulator Ofcom has set a large number of rules which providers must comply with. One deals with your rights to compensation if your switch is delayed.

I assume you gave Tesco your PAC from O2?
Ofcom says 'The switch must be completed in a day. If the switch takes more than one working day or there is an abuse of the process by your provider, you are entitled to reasonable compensation from your provider. Providers must inform customers how to access this compensation and how it will be paid.'

What did Tesco inform you about how to access this information and get your compensation?

Yeh, the PAC was provided. Everytime I speak to an advisor whether its online or over the phone they just apologise and say its with back office. 

Bradden

It's a common issue sadly when moviing from a Virtual Network provider to another in the network. In this case Tesco runs of the o2 network. I'd suggest you keep on at them. There have been others posting here perviously who have lost the number completely. Can you confirm... I'm assuming as you missed an important call that the phone number no longer works otherwise presumably the  the original sim would still work? If this is the case they may not be able to fix it... I hope I'm wrong though! - please let  us know how it turns out.

nolastchance

Bradden said:

It's a common issue sadly when moviing from a Virtual Network provider to another in the network. In this case Tesco runs of the o2 network. I'd suggest you keep on at them. There have been others posting here perviously who have lost the number completely. Can you confirm... I'm assuming as you missed an important call that the phone number no longer works otherwise presumably the  the original sim would still work? If this is the case they may not be able to fix it... I hope I'm wrong though! - please let  us know how it turns out.

I can make calls, just cant receive them or receive/send texts. It is so frustrating. I think an error message comes up when people try to call. Just to follow up, I used the online chat today to check to see what was happening. They completely lied and said there was an issue in the area due to vandalism. When I explained the full story they said that I was told 24-48 hours on the 26th for it to be resolved...i reminded them that today is the 29th. I'm shocked at the incompetence. 

Slinky

Can you access your voicemail? Is it possible to change the voicemail to direct callers to an alternative option?

savergrant

Presumably your o2 sim has been deactivated, so callers get a 'not registered on network' message'?
It is unusual that you are not able to send texts, as normally texts being sent from the old number is the main issue people have with split ports.
When you make calls what number does it give to the recipient? Can you receive calls on the number tesco issued to you?

nolastchance

Slinky said:

Can you access your voicemail? Is it possible to change the voicemail to direct callers to an alternative option?

I can get into the voicemail but when people ring me they don't get that far.

nolastchance

savergrant said:

Presumably your o2 sim has been deactivated, so callers get a 'not registered on network' message'?
It is unusual that you are not able to send texts, as normally texts being sent from the old number is the main issue people have with split ports.
When you make calls what number does it give to the recipient? Can you receive calls on the number tesco issued to you?

It has been deactivated, I've confirmed that with o2. When I make calls the recipient gets the number I was transferring across. I don't have that number. The Tesco Sim I have in my phone is showing as my o2 number when I call people.