topic Re: Changing address in Pay Monthly

Changing address

Anonymous — Fri, 15 Dec 2017 12:51:35 GMT

I have been trying to update my address with O2 customer services for over a week the standard answer is I have to wait 24 hours but after eight days they still cannot do it my O2 app and the local store have the correct address but head office cannot Do the same please ,could you give me some options

Re: Changing address

Cleoriff — Fri, 15 Dec 2017 13:02:52 GMT

@AnonymousYou can do it via My O2 http://www.o2.co.uk/myo2

Further info here https://www.o2.co.uk/help/account-and-billing/changing-address-in-my-o2

To change your address, sign in to My O2 from a computer, laptop or tablet and follow these steps:

choose the mobile number you want to change the address for
select Bills at the top of the My Device page
scroll to the bottom of the page and choose Change my billing address
we'll send a code to your device
enter the code and fill in the form to change your address.

Re: Changing address

jonsie — Fri, 15 Dec 2017 13:14:28 GMT

Or you could use registered snail mail... I know, very 20th century but it saves a lot of stress!

O2 Correspondence Team
PO BOX 694
Winchester
SO23 5AP

Re: Changing address

MI5 — Fri, 15 Dec 2017 13:15:10 GMT

If your app is correct it must have updated on the system so I’m not sure where you are seeing the error with head office?

Re: Changing address

Marjo — Fri, 15 Dec 2017 16:19:40 GMT

Hey @Anonymous Please let us know how you're getting on with this? Also welcome to our forum!

Re: Changing address

jonsie — Fri, 15 Dec 2017 16:41:30 GMT

Apparently only the store has the correct address and it is incorrect in the app. Hopefully the detailed instructions by @Cleoriff will help.

Re: Changing address

MI5 — Fri, 15 Dec 2017 16:53:56 GMT

That’s why I asked though.
If the app is correct that just replicates the account surely.
Any address change by the customer would be changing what is already correct in the app?

Re: Changing address

MI5 — Fri, 15 Dec 2017 16:57:57 GMT

Is it because there is more than one account that isn’t combined?

Re: Changing address

jonsie — Fri, 15 Dec 2017 16:59:31 GMT

From what he posted though it's incorrect in the app. Unless I read it wrong....?

Re: Changing address

MI5 — Fri, 15 Dec 2017 17:10:29 GMT

Not sure, I read, "my O2 app and the local store have the correct address but head office cannot Do the same"

Re: Changing address

jonsie — Fri, 15 Dec 2017 17:15:35 GMT

Quite possibly looking at it again 😉

Re: Changing address

Cleoriff — Fri, 15 Dec 2017 17:19:20 GMT

They also asked for options on how to do it. That's what I gave

Re: Changing address

MI5 — Fri, 15 Dec 2017 17:21:03 GMT

@Cleoriff wrote:
They also asked for options on how to do it. That's what I gave

Well, if you have a direct line into the head office computer it would help

Broken promises

Anonymous — Fri, 15 Dec 2017 20:30:06 GMT

As of 20:26 I have had no reply from Samantha at 02 , I am not surprised as this seems to be a trend, as you cannot get a direct number to call the same person, they just hang up and forget you leaving it to the next person, shame on you 02

Re: Broken promises

jonsie — Fri, 15 Dec 2017 20:33:35 GMT

It's quite rare that O2 fulfil their promises of a callback I'm afraid. Anything we can help with?

Re: Broken promises

MI5 — Fri, 15 Dec 2017 20:33:54 GMT

Standard.

Re: Broken promises

jonsie — Fri, 15 Dec 2017 20:40:02 GMT

@MI5 wrote:
Standard.

Never noticed....

No more comments needed then.

Re: Broken promises

MI5 — Fri, 15 Dec 2017 20:46:55 GMT

@jonsie wrote:
@MI5 wrote:
Standard.
Never noticed....
No more comments needed then.

In response to no call back......

Re: Broken promises

Bambino — Fri, 15 Dec 2017 21:07:02 GMT

@Anonymous wrote:
As of 20:26 I have had no reply from Samantha at 02 , I am not surprised as this seems to be a trend, as you cannot get a direct number to call the same person, they just hang up and forget you leaving it to the next person, shame on you 02

@Anonymous Every mobile provider, as well as probably every other company who offer telephone customer service does exactly the same thing. O2 are no different, and no better or worse. They're all the same.

Re: Broken promises

Marjo — Tue, 19 Dec 2017 17:21:32 GMT

Hello @Anonymous please let us know if you managed to change your address ok in the end or if you're still struggling. I'm going to drop you a quick PM (private message here on the forum) just in case you're still stuck with it, to see if we can speed things up for you in any way.