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[squire]

I recently asked for a PAC code from O2 and transferred my old mobile number over to GiffGaff.  My GiffGaff account still displays my old number, even though calls from my O2 number are coming through to me.  Strangely, i was up until very recently getting messages from O2 on my GiffGaff sim, asking me to top up etc.  Is this usual?

[mirfan]

Is the port happening today? Sometimes on changeover day you see this.

When I switched, I didnt see the number appear on the giffgaff account until the next day after the transfer.

[squire]

Hi mirfan

The port happened last month!  Calls come through to my phone ok, but my old GiffGaff number is displayed on my account, not my ported number.  When I make calls and texts from my phone, the balance is decreasing.

I'm also having trouble with auto-top up not working - i suspect this might be related to my phone not being correctly ported over.

Sent a message to an advisor yesterday, but not heard anything yet.

[squire]

Just tried to top up manually, entered my ported number (which has been working for a month) and it's coming up as not being a valid GiffGaff number!  I still see the "old" GG number on my account.

I hope they sort this out soon, as I've only got just over a pound of credit left!! :/

[simon69c]

I had this after my port too (which was also from O2 as it happens), though I was far more impatient and asked them to check it out after just a day or two of it not showing up in the My account bit of My giffgaff following the port - it was sorted within 24 hours after that though.  You'll need to ask an agent to sort this out.

[vincent]

Hi squire,

Just so you are aware, I've escalated this and we will sort you out asap.

Cheers,

Vincent

[sbarrow · Accepted solution]

Hi squire,

I've been dealing with the incident you raised personally from the start and as Vincent has confirmed, as did I in my earlier response, I'm following this through and hope to have this issue resolved ASAP for you. It seems that your giffgaff account has never been matched to your keep number and this is where your issue seems to stem from. Once I've got the giffgaff Tech Team to confirm they have this particular error corrected for you then I'll be in touch to ask you to retry topping up again.

Thanks again for all your patience and i'll keep you posted on any updates until this has been fully resolved.

Cheers,

[squire]

All sorted now - top up works, and account shows proper number!  Thanks! 

Although bizzarely, I still get the odd text or two from O2, as if I'm still on their books - had one telling me about o2 rewards over the weekend!!

[vincent]

I'm guessing O2 still hasn't cleared you out of their database

If it continues to happen, I'd suggest a phonecall to O2 might be in order.