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My O2 account

Anonymous
Not applicable

Good afternoon.

 

I have a mobile on contract and my wife on PAYG. They are shared on the same O2 account.

 

When loggin in, I am presented with my details and my phone. Earlier, my wife wanted her phone topped up, so I switched to her phone in My O2, successfully topped her up.

 

Now, try as hard as I might, I cannot get back to my phone details.

 

I have even gone to the last email confirmation that my bill is ready and tried loggin in via the links. I still get my wife's phone rather than my own.

 

Any ideas as to what is going on here?

 

Thanks

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Anonymous
Not applicable

Well, I am now able to see my mobile!

 

Instead of asking for a message with a code, I asked for a password reset. Still wife's phone. I then asked for a password reset for my wife's email and now I see my mobile!

 

Right, so somehow during the marriage of our two phones, My email address is connected to her phone and her email address to my phone.

 

Please don't ask how that occurred for I haven't a clue! Must have been nearly a year ago when I married the two phones on the same account. It was at that time I last topped up my wife's phone and only now has she required a further top up.

 

My 'phone continues to show my account progress through the O2 app which I leave running on the phone and just enter the 4 digit pin when needed.

 

I appreciate there ought to be a switch somewhere in the menu but not for my account! I suppose I should leave well alone now that I know I can access  both phones albeit using the wrong email address.

 

Thanks for all your help and advice.

 

View solution in original post

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gemz4the1
Level 23: Casual Specs
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If you click on My O2 and either switch account or view linked accounts you should be able to go back onto your account.

Message 2 of 15
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Anonymous
Not applicable

In Myo2 , my mobile, My 02 account summary.

 

Where it says Mobile Number their will be in blue writing 'change mobile'

 

Hot that and choose your number.

 

Everything will update for that account.

 

Message 3 of 15
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Anonymous
Not applicable

Thanks.

 

This is what I am seeing which is weird as I switched from my contract to my wife's PAYG. My contract pay monthly appears to have disappeared!

 

My O2 Products

You don't appear to have any 'Pay Monthly mobile' & 'Disconnected Bill' products so we're showing you all of the products you do have.

 

Only my wife's phone number appears!

 

Cheers

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gemz4the1
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When I added another number I had to create a new account for the other number and then when I was in the main account i'd link it to the other account. 

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Anonymous
Not applicable

It may be of value to ring o2 Customer Services on 202.

Message 6 of 15
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Anonymous
Not applicable

@Anonymous wrote:

It may be of value to ring o2 Customer Services on 202.


Therein lies the problem!

 

I am deaf and my wife's first language is not English. Although her English is good, she gets completely confused when the discussion involves anything even slightly technical.

 

Perhaps a trip to the local O2 shop might help? Does anyone know whether they provide help at the shops?

 

Thanks

Message 7 of 15
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Anonymous
Not applicable

Online Live chat http://www.o2.co.uk/mobile/contactus

 

The shop would allow you to ring CS via their instore phone and due to your situation might be able to help with the call.

 

Or e mail O2 https://www.o2.co.uk/apps/help/help

 

 

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gemz4the1
Level 23: Casual Specs
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The staff in the O2 store can help.

 

Sometimes the O2 livechat can be helpful if it is not a technical issue - maybe you could try that: http://www.o2.co.uk/contactus

Message 9 of 15
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Anonymous
Not applicable

A little more on this!

 

I requested codes to be sent to both phones. Both codes took me to the same account but again, only my wife's PAYG shows.

 

 

 

With My O2 you can manage your O2 products, edit your preferences and update your details securely. You can manage each of your O2 products by selecting it from the list below.

My O2 Products

Product Image

Pay and Go mobile

07594xxxxxx

 

The left hand menu shows:

 

PAYG only.JPG

 

There again, with no mention of my pay-monthly phone although it recognises it for messaging a code.

 

Weird indeed.

 

I now wish we had topped up my wife at the local newsagent's shop.

 

Thanks.

 

 

 

Message 10 of 15
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