N/A, 12 Jan. 2025 , 09:04am
How can I help you today?
[Sent]

Phil, 12 Jan. 2025 , 09:04am
My old number won’t switch to O2

O2 Virtual Assistant, 12 Jan. 2025 , 09:04am
Thanks for messaging with O2.
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O2 Virtual Assistant, 12 Jan. 2025 , 09:04am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Phil, 12 Jan. 2025 , 09:04am
07806894329

O2 Virtual Assistant, 12 Jan. 2025 , 09:04am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:07am
Something Else ❔

O2 Virtual Assistant, 12 Jan. 2025 , 09:07am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:07am
SIM Support ⚙

O2 Virtual Assistant, 12 Jan. 2025 , 09:07am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:07am
How long will a swap take?

O2 Virtual Assistant, 12 Jan. 2025 , 09:07am
SIM swaps can take up to 24 hours to complete.  
  
You'll lose signal on the original sim which indicates the swap is underway
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O2 Virtual Assistant, 12 Jan. 2025 , 09:07am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:07am
Yes

O2 Virtual Assistant, 12 Jan. 2025 , 09:07am
If you're using a physical sim, you might need to turn your device off and then on again to scan for signal.  
  
You may need to do this a couple of times until your new sim connects to the network
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O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:08am
👎 No

O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:08am
Speak to an Expert

O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
[Rich Content]
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Phil, 12 Jan. 2025 , 09:08am
It’s about my Account

O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
Thanks! 🙏
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O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
Please can you confirm your full Name
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Phil, 12 Jan. 2025 , 09:08am
Phil Meekings

O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Phil, 12 Jan. 2025 , 09:08am
Yes

O2 Virtual Assistant, 12 Jan. 2025 , 09:08am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 12 Jan. 2025 , 09:09am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 12 Jan. 2025 , 09:12am
Hello Phil, good morning! Thank you for reaching out to O2. I apologize for the delay in getting back to you.  
  
I understand that you want to bring your old number to O2. I am guessing that this old number is from some different provider.  
  
If yes, can you please share me the number that you want to bring to O2 and the PAC you have got from that provider?  
  
Also, help me with the O2 number you have got from us :)
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Phil, 12 Jan. 2025 , 09:15am
My current number with Vodaphone is <PRESIDIO_ANONYMIZED_PHONE_NUMBER>  
  
The PAC number is VUK501534  
  
My O2 number that I don’t want to use is 07783762422

Phil, 12 Jan. 2025 , 09:16am
I provided the PAC number to O2 on Friday 3rd January 2025. This is taking an extremely long time and is costing me money as I’m still using my old provider, Vodaphone.

Phil, 12 Jan. 2025 , 09:17am
This isn’t acceptable or fair

Soaif Ali, 12 Jan. 2025 , 09:18am
Thank you so much for the details.  
I can certainly help you, but I see that the last name you have shared above doesn't exactly match with the name on the account.  
  
It will be a great help, if you can share the last name as per the O2 account.  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.  
  
We will stay connected, Just do not click on (X).
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Phil, 12 Jan. 2025 , 09:18am
I’ve been into two O2 stores and they’ve both assured me this ‘will be resolved in 24 hours’ - this still isn’t resolved

Phil, 12 Jan. 2025 , 09:19am
My name is <PRESIDIO_ANONYMIZED_PERSON>

Phil, 12 Jan. 2025 , 09:19am
MEEKINGS

Phil, 12 Jan. 2025 , 09:20am
I need this resolved today

Act as Soaif Ali and suggest the next best response saying, your last name here contains some additional letters, can you please check any email from O2 to confirm the correct last name?. Response should be acknowledging and empathetic