topic Re: Ex customer returning in Pay Monthly

Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 09:43:53 GMT

Hi all,

I was an o2 customer previously and I would like to switch back to o2. I have no account with o2 at the minute and I have failed the credit check as my billing address on my o2 account does not match my current billing address. Can I change my address somehow? I do not have any accounts showing in my products and services page.

Thanks

Chloe

Re: Ex customer returning

MI5 — Wed, 10 Aug 2022 09:48:43 GMT

@Chloe124578

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 09:58:55 GMT

Aw thanks for the help MI5! I'll have to make an account for the occasion!!

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 11:06:12 GMT

Hey MI5 would you know if this is an issue that could be resolved today? No response on Twitter after 1 hour. They have a deal on the sim i'd like to buy that ends today and my current contract is up tomorrow is all. Totally understand if you've no idea as well of course lol appreciate the help regardless!

Re: Ex customer returning

MI5 — Wed, 10 Aug 2022 14:32:16 GMT

@Chloe124578

I'll ask @O2Emma to help you on here.

Re: Ex customer returning

O2Emma — Wed, 10 Aug 2022 14:49:26 GMT

Hi @MI5 I will pick this up thanks.

Re: Ex customer returning

O2Emma — Wed, 10 Aug 2022 14:53:31 GMT

Hi @Chloe124578 Sorry your having a issue with taking a new contract out , the old account you had with us that is closed we would not be able to change any details on it . This should not impact you getting a new contract under new address as the credit check is done with details provided for new contract , have you checked your credit score on Experian etc .

Thanks O2Emma

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 14:58:31 GMT

Hi @O2Emma Thanks so much for reaching out! My credit score is 999 on Experian so I didn't think it was the issue. My billing address was pre-populated when I put the order through and it is my old address so I thought that was the issue for me! I wasn't able to input the address, do I need to follow a different process maybe?

Thanks,

Chloe

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 15:20:20 GMT

When I go through the process it askes me to change my details in my o2, but I do not have an account that I can update the address through!

Re: Ex customer returning

O2Emma — Wed, 10 Aug 2022 15:29:22 GMT

@Chloe124578 Are you selecting new customer option to put details in as you will be classed as new not existing .

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 15:35:54 GMT

Hi @O2Emma When I select new customer I am given a red error message as the email is already in use. Would it be possible to remove my old account so I can re-register?

Thanks,

Chloe

Re: Ex customer returning

O2Emma — Wed, 10 Aug 2022 15:39:48 GMT

@Chloe124578 No sorry not something we are able to do when a account closed no changes can be made on it have you got a second email address can use ?

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 15:44:40 GMT

Hi @O2Emma Yes I can make a second one now. Do you know if I'll be able to update my email back to my main address after I register?

Thanks,

Chloe

Re: Ex customer returning

O2Emma — Wed, 10 Aug 2022 15:52:23 GMT

@Chloe124578 Once you get new account set up and receive sim etc you can update details with customer service or via My o2 .

Re: Ex customer returning

Chloe124578 — Wed, 10 Aug 2022 15:56:00 GMT

Perfect @O2Emma thanks so much for your help!!

Chloe

Re: Ex customer returning

O2Emma — Wed, 10 Aug 2022 16:19:08 GMT

You are welcome @Chloe124578