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  • Question

    How to keep your mobile number when moving from O2 Pay & Go to O2 Pay Monthly

    • Answer
    • Moving your number from O2 Pay & Go to O2 Pay Monthly is simple. We'll also transfer any credit as well as any loyalty bonus (up to £350). 

      What do I need to do?


       

      What should I expect?


      • We'll transfer your number and any existing balance within 1 – 4 working hours after you've pressed submit on the form.
      • We'll send you two text messages through the day to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
      • You'll then lose service on your new O2 sim card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number. It won't take more than 4 working hours.
      • When you've lost service, make sure you have your new O2 Pay Monthly sim in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we’ll sort it out for you.
      • We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.

       

      What do I need to know before I complete the form? 

      Follow the steps below: 

      Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number 
      Make a note of any important numbers on your old sim card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new sim. You'll find this number on the packaging. 

      Watch out for an error message on your screen 
      When the transfer starts, you'll see an error message similar to 'sim card registration failed'. At this point, put your new O2 sim into your mobile. 

      Remember your network service will be lost for a little while 
      You'll lose network service for no more than 4 working hours. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

       

      What information will I need to fill in the form?

      The form's simple to complete – but check you've got these details before you start 

      • The Pay & Go mobile number you want to keep, and your existing Pay & Go sim card number. Your sim card number is on the back of your sim card, it's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
      • The temporary mobile number attached to your new O2 sim. You'll find this either on the confirmation letter we sent if you bought online, or on your contract if you bought from a store.
      • Your new sim card number. Again it's on the back of your sim card or you'll find this on the confirmation letter we sent if you bought online, or on your contract if you bought from a store. It's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
      • If you've got all this you're now ready to fill in the form. If not, we can remind you in a few days time when you've received your new sim.

       

      What happens next?

      When you've completed the form, you'll receive the following from us: 

      • An email back from us advising we've received your form
      • Two text messages from us, within 4 working hours of sending the form, to say everything's fine with your number transfer.
      • We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.
      • If we need any more information from you, we'll send you an email. 

       

      Please note:

       

      • If you have a Family Group bolt on you will need to reactivate the bolt on once the migration is complete.
      • If you have an International Favourites bolt on during the migration there may be interruptions to the International Favourites service, you may also be sent another welcome message however please disregard this as you will not need to set up your International Favourites numbers again. If you have set up any International Favourite numbers on the new account, these will be lost when the original number is migrated over. It will be the original number/International Favourite account information that will be kept.

       

       

      Webform icon Keep my number form


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    • View Answer at http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=348,E=0000000003210839217,K=7556,Sxi=8,T=pm7,question=ref(User):str(Mobile),cmd=new
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