Hello, so I have a problem. I took my sim out of my phone and all of a sudden it stopped working. I went to an O2 Shop and was told that my sim was deactivated and that I couldn't use it anymore. I also received a bill from O2 from a collection agency that I don't understand, but I don't like to be in debt so I paid anyways. I was told that I cannot be serviced by O2 anymore and that I've been blocked from even creating a new contract with a different number. I never received a bill for anything from O2 until I took my sim card out. The explanation was that I took credit from O2 but didn't pay it. But it doesn't make sense to me because O2 does not allow you to take more credit if the last payment failed. I have decided to move to a different network and even though I have apparently been terminated O2 is refusing to Port my number over to the New service provider. 

Edit o2_Bianca: Verschoben von o2 Prepaid zu English o2 Community mobile.

o2_Giulia, 29.04.2023, 16:59, verschoben zu bereits bestehendem Beitrag.

Hello I would like to also release my phone number so I can port to a new carrier. But I don't know where to do that. Could you please help?

o2_Giulia, 29.04.2023, 17:00, verschoben zu bereits bestehendem Beitrag

Hello @FlossWhale27 ,

welcome to the community.

Did you put the sim card in a new device? Or in the same one as before?
Did you make sure that the sim card is inserted correctly? Please test this by taking the card out and inserting it again. 
Otherwise, can you test the SIM card in another mobile phone?

Best regards,
Maria

Hello, yes I did put it in my other phone and it's still the same. In fact I went to the O2 Shop and I was told I was blocked. And I am not allowed to use any of O2 services anymore. I was also sent a bill for which I don't understand but I paid anyway. I have requested to terminate my contract because of this and port to another network. Right now I just need help with the release of my phone number so that porting can be successful. Kind Regards.

Hello @o2_Maria. Could you please help me with this?

Hello @FlossWhale27,

your prepaid card is already being canceled due to outstanding payments. The phone number can then be ported to another SIM card as usual. The application must be submitted to the new provider.

Please let us know if you have any further questions.

Best regards

Giulia

@o2_Giulia Yes I was told my sim card was canceled. I didn't know of these outstanding payments though. But I already paid the bill I received. I also already tried to Port the number to my new provider but I was told that my request was rejected by O2. So I need to request for the number to be released by O2. So could you please help me release the number so it's available for porting?

Hey @FlossWhale27 ,
thank you for your patience.

I need to request for the number to be released by O2

Your number has been free to port since 02.05. So you are good to go!
All the Best,
Matea