O2/meteor screw up, what would you do?

amoeba_girl

I've posted this in the consumer board also, just looking for a quick enough response (please) so I'm trying my luck here too.

I've been a Meteor customer for about two years now, before that (using the same number) an o2 customer for about 6 months, and before that a Vodafone customer for another two years.

Now yesterday I woke up and looked at my phone, at about 8 that morning I'd received a message saying 'Thanks for choosing o2, please insert your o2 simcard into your phone.'

... Since the background still said meteor, and I'd full reception, and I could check my credit I dismissed it. Anyway long story short, on discovering I couldn't make/receive calls/messages I went into a meteor shop. They said there was nothing they could do and to call customer services, they tell me my number has been ported to the o2 network, and to call them ask to speak to a manager and get changed back. I call into an o2 store, and they tell me, the only thing I can do is go to meteor and ask them to bring me back to meteor.

So I called (meteor) customer services again and was told that my problem would be given in detail to a technical support team and sorted within 24hours. This morning on turning on my phone, the reception has gone down and it appears my number has been completely ported and I've lost my meteor account (can't login online).

Would you wait it out to see if they do get the issue resolved themselves or call into a store and demand they sort it out? Would you call meteor or o2?

It's not fair I should have to pay €20 to buy a new sim card to change back to meteor when I didn't do anything to bring this about, the screw up seems to have been o2's fault. Maybe I should call up their customer service as well? They weren't very helpful in store, and I was speaking to their manager

Sam Vimes

call into carphone warehouse or 3g. they do both networks.

it looks like somebody signed up to o2 with your number so really both networks will be needed to sort it out

who said you'd have to pay €20 for a new sim card? they don't even cost €20

amoeba_girl

Alright, yeah, good idea, the guy working in meteor told me I'd have to buy a new sim card.

Thanks. I'll try that.

culabula88

The solution falls between the two companies but could be sorted out by either.
Firstly O2 made the mistake as they have ported you from meteor without your consent. This either happened because one of their reps got the digits of your number mixed up with somebody elses number who actually wanted to port.

Or else somebody has walked into an O2 store with the pretence of being you and requesting the port to be ported over.In this case people are supposed to sign a CAF form- Customer Authentication/Autherisation form and its up to the mobile operator to verify that the person in question owns the number they are going to port.( eg. metoer reps ring the phone , vf send you a text). If your number is ported over now , somebody else has your number albeit on an o2 sim card and can ring people and text and its going to look like its you.

Another situation that could have occured is that 02 resumed your account on their side.(by mistake) If you have been with any of the operators previously and want to port back in to them - its call a port resume or account resume. They can resume your old account and put you back on the old sim that you have originally. Did O2 put you back on your old sim? or on a new sim in which case somebody else has your number.

Ask O2 which of the following sceanarios above happened?

Basically O2 are in the wrong and afaik , they can initiate a port reversal to port the number back .( mistakes like these are going to occur).see will they or can they iniate a port reversal.

Or meteor should be able to resume your account onto your meteor sim by initiating port resume. you might need to go into meteor store for identification and maybe speak to a team leader as you wont have your 'live number' to receive verification call and text.

One thing to notice is that meteor cant initiate a port back or port resume until the port on O2 side is fully completed and there might be a delay.Another, just ask either 02 or metoer to solve it ( probably better with them doing it if possible as itll be a port back) as if they are both doing the port back - there will be a conflict in requests as only one network will be requesting it.

This is the course of action id recommend
1.Ring meteor and explain the situation and ask them to port you back onto original sim. If problems tell that youll get a fax etc from O2 etc to support you. Try and get them to do port resume onto original sim.This will mean you wont have to spend 20e buying a new one. porting hours are between 10 and 4 on saturday so if you want it resumed you today you have to request port in these hours otherwise it carrys over to next day.again 10 to 4 on Sunday and sometimes a skeleton technical staff to solve difficult issues.

2.Id ring O2 ask them what happened as above. Ask them to explain.Ask them what store requested the port and as many facts as possible. It will give you more leverage for arguing for credit.Explain that its their fault.Ask for TL if necessary. Ask them for compensation - probably no chance.If you want ask them to give you credit as a gesture of goodwill , they will say that they cant put it on your phone as your meteor, but they could put it onto one of your friends or family phones whose 02.Threaten to write letter to Comreg - thats about it really. Id be fairly pissed off if somebody ported my phone by mistake, but these things happen and people make mistakes. Its not a major error just as long as I was ported back quick to my original network and sim id be happy enough.

Let us know how you get on!

Casinokid

€20 for a sim card is nuts if you ask me!! You were on their network in the first place plus it's only a replacement sim if the port is successfull reveresed back to meteor. Anyway why don't you post your issue on the o2 website as well they have a new fourm and it might be worth a chance talking to them directly to sort the issue out for you if you don't have any luck with what has been outline. :cool:

http://forums.o2online.ie/

theteal

culabula is pretty much spot on. personally, i'd be on touch with O2 to do the port reversal (this would reactivate the meteor sim that you popssess), from experience this is the quickest and simplest solution. . .and afterall it was them you f**ked up in the first place by illegally taking your msisdn from another network . . .comreg fine the networks for such breach data protection policies

krudler

hmm, could have been a simple error, 1 digit entered incorrectly eg someone was porting a number with 06 in it and they entered 60 by mistake, happens sometimes, o2 care will tell you if it was requested by a dealer calling in to submit it or on their own instore system, if it was instore then thats who you go to, no point in getting annoyed at o2 care as they wouldnt have touched the port request it can be done without ever speaking to a care agent, its easily fixed though either port back onto a blank meteor sim or get o2 to reverse the port, being honest the port resuming to meteor would be faster and you shouldnt have to pay for a sim at all its just a blank one you need

rebel.ranter

I believe that both networks have a certain amount of work to do in order for a port to be fully implemented. If you wish to stay with Meteor I think Meteor are best placed to sort this issue out.

I would not pay for a new SIM.