A long-time O2 customer faces frustration and inconvenience after an agent error resulted in the loss of a mobile phone number held for over 20 years. The mishap occurred when O2 transitioned the customer's service from a pay-as-you-go plan to a pay-monthly contract, inadvertently disconnecting the number. Despite extensive efforts to resolve the issue, the customer endured nearly a month without their number.
The writer, who acquired the number at age 13, embarked on an arduous journey to reclaim it. Over the course of the ordeal, the writer made 14 phone calls, totaling nine hours, and interacted with at least 20 representatives spread across multiple continents. However, the lack of communication between these representatives hampered progress.
In a bid to escalate the matter, the writer lodged a complaint with O2's press office, which effectively reached management. Consequently, the number was salvaged just four days before its scheduled reallocation. Nevertheless, the writer experienced significant disruption during this period, including limited access to internet banking due to the inability to receive one-time passcodes.
O2 attributed the problem to "an agent error" and compensated the writer with £260 for the inconvenience. However, they cautioned that if the issue remains unresolved within 30 days, the number will be reassigned to another customer. Additionally, intervention by the ombudsman is not possible until eight weeks have elapsed, by which time permanent loss of the number would be inevitable.
Despite O2's compensation offer, the writer expressed dissatisfaction with the service received. They have invested considerable time and effort into addressing the situation, only to encounter bureaucratic obstacles and communication breakdowns.