topic Re: Online account in Pay As You Go

Online account

Potato99 — Mon, 18 Aug 2025 22:08:59 GMT

I tried to log into my online account and I was redirected to the virgin media o2 account login. I created a new account as instructed and it tried to merge with my existing legacy o2 one. Problem is it was sending codes to my old email address, which I have access to - but the codes never arrived. I called customer services who told me they updated my email address on my account - but it made no difference. Spoke again and was told “there is a corruption that they’ve fixed” “the server is down and wait 4 hours”. I wasn’t over confident in what they were advising and it just felt like I was being fobbed off.

I can login using the new account it’s created, but there are no lines associated with it. I try to add my number and I am told my number is already registered to another account. I request an email reminder for my number and it sends me a text still displaying my old email address.

I’ve tried Facebook messenger and got told there’s an ongoing server issue.

what can I do to get access to my account again? This is painful.

Re: Online account

pgn — Mon, 18 Aug 2025 22:46:24 GMT

Wait until the alleged server issue has been resolved, then try again via FB - they are online from about 8am UK time. Good luck @Potato99.

Re: Online account

MI5 — Mon, 18 Aug 2025 23:18:30 GMT

@Potato99 wrote:
I can login using the new account it’s created, but there are no lines associated with it. I try to add my number and I am told my number is already registered to another account......
.........what can I do to get access to my account again? This is painful.

It's a known issue generated by the forced new login process @Potato99

Still waiting for a fix after a month or so but I'm told there is light at the end of the tunnel.

Last week I was told "a couple more weeks"!!

Re: Online account

Potato99 — Tue, 19 Aug 2025 05:16:02 GMT

Thanks guys

Re: Online account

Potato99 — Sun, 14 Sep 2025 16:20:11 GMT

So I followed it up again with FB messenger chat who told me to call. Spoke to Customer Service who have raised a ticket. So hopefully we are getting somewhere.

Re: Online account

Potato99 — Thu, 18 Sep 2025 07:54:28 GMT

Surprise surprise. The promised call back and resolution for the ticket they supposedly raised never happened. This is getting beyond painful and speaking to CS they just don’t seem to know what I am talking about.

Re: Online account

Enlli — Thu, 18 Sep 2025 09:03:30 GMT

No surprise there 😒

Re: Online account

jonsie — Thu, 18 Sep 2025 09:08:33 GMT

Shocking...