topic Re: Frustrating issue with accessing MyO2 with old o2.com email account in Pay Monthly

Frustrating issue with accessing MyO2 with old o2.com email account

HarrisEden — Fri, 29 Aug 2025 13:48:47 GMT

I would really appreciate some help. Having used the virtual assistant and rung on several occasions I am still no further with a resolution for my account to be transferred from an old O2.com email account (which I cannot access for two factor authentication) to my personal account.

O2 staff keep saying on the phone that tickets have been raised or the issue will be resolved but it persists. It does feel like they are trying to fob me off with excuses to get me off the phone, or saying the issue will be fixed when the system updates “in the next few minutes”. I can’t access my details online nor link to my widerVirgin Media account. Please can someone from O2 assist? I can’t bear another long phone call!

Re: Frustrating issue with accessing MyO2 with old o2.com email account

madasaf1sh — Fri, 29 Aug 2025 13:59:05 GMT

@HarrisEden

This is not customer services and no one on here can help you as we are all customers like you.

I imagine the problem is the o2.com domain for email has been closed for a good few years, but they should be able to change the email address on the account, so instead of complicating it with them just tell them to change the email address.

Re: Frustrating issue with accessing MyO2 with old o2.com email account

HarrisEden — Fri, 29 Aug 2025 14:27:27 GMT

Thanks for the reply. They promised to do this on the last phone call but it has made no difference and I still can’t access the account.

Re: Frustrating issue with accessing MyO2 with old o2.com email account

Enlli — Fri, 29 Aug 2025 14:44:57 GMT

It's a known issue. And as yet nobody seems to have an answer

Re: Frustrating issue with accessing MyO2 with old o2.com email account

pgn — Fri, 29 Aug 2025 19:48:47 GMT

Try O2's Social Media team on Facebook using the link just below, @HarrisEden - be persistent! You can also get them on Instagram, but not on X at the moment. Good luck!

Re: Frustrating issue with accessing MyO2 with old o2.com email account

MI5 — Sun, 31 Aug 2025 12:52:21 GMT

@Dave-O2

Another old email / invalid issue?

Re: Frustrating issue with accessing MyO2 with old o2.com email account

Dave-O2 — Mon, 01 Sep 2025 11:21:06 GMT

Thanks @MI5

@HarrisEden Can you please drop me a PM including your mobile number & email address and i'll take a closer look 👍

Re: Frustrating issue with accessing MyO2 with old o2.com email account

HarrisEden — Mon, 01 Sep 2025 19:31:07 GMT

Thanks so much to you and @MI5 - much appreciated. Will do. I trod to get this resolved again today and no one was able to assist.

Re: Frustrating issue with accessing MyO2 with old o2.com email account

MI5 — Mon, 01 Sep 2025 20:21:04 GMT

I've been locked out since July 15th @HarrisEden so don't expect a miracle cure immediately.

I'm sure it's against their own T&C's as it's preventing me from managing my account, so I will be escalating if not resolved soon.

Re: Frustrating issue with accessing MyO2 with old o2.com email account

pgn — Tue, 02 Sep 2025 07:35:07 GMT

Probably find there's an åss-covering clause in there somewhere, @MI5 - eg this, for MyO2 app alone:

https://www.o2.co.uk/termsandconditions/other-products-and-services/my-o2

Liability

O2 don't represent or warrant that the Service or the App is free of inaccuracies, errors, delays, bugs or interruptions. We can't promise that the Service or the App will be free from interruptions or that the Service or the App is reliable, of a certain quality, accurate, complete or otherwise valid.

Re: Frustrating issue with accessing MyO2 with old o2.com email account

MI5 — Tue, 02 Sep 2025 08:23:44 GMT

Of course, except I doubt that 6 weeks and counting would be classed as an "interruption" by any reasonable person........

Re: Frustrating issue with accessing MyO2 with old o2.com email account

jonsie — Tue, 02 Sep 2025 10:08:30 GMT

@pgn wrote:
Probably find there's an åss-covering clause in there somewhere, @MI5 - eg this, for MyO2 app alone:

https://www.o2.co.uk/termsandconditions/other-products-and-services/my-o2
Liability
O2 don't represent or warrant that the Service or the App is free of inaccuracies, errors, delays, bugs or interruptions. We can't promise that the Service or the App will be free from interruptions or that the Service or the App is reliable, of a certain quality, accurate, complete or otherwise valid.

So anyone with a working app should rejoice....but don't expect it to last

We all know O2's history with apps!