topic Re: Log in in Discussions & Feedback

Log in

mickyh7 — Tue, 14 Nov 2023 20:43:33 GMT

I log in it then tells me to log in?

I cant access anything online or on the app.

Whatever I do sends me in a circle.

I wish I'd never joined.

It's because of Virgin,my account and my wife's account are mixed together. Her name on account but my name on bill.

I think o2 thinks this is her o2 account???

As soon as contracts up I'm gone.

Hours on the phone to people who can't sort it out!

Re: Log in

jonsie — Tue, 14 Nov 2023 20:51:52 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Re: Log in

Oxonian — Wed, 15 Nov 2023 20:27:10 GMT

@mickyh7

If you have really wasted so much time on this already, you might want to make a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Please take note of resolver in the first link. They have a reputation for facilitating satisfactory outcomes.

Re: Log in

mickyh7 — Wed, 15 Nov 2023 22:15:22 GMT

I've tried several times. They think I'm my wife! Because I got the O2 deal/contract through my wife's Virgin account. (Living in the same household)

I'll try the formal complaint route tomorrow.

Thanks

Re: Log in

Oxonian — Thu, 16 Nov 2023 18:44:51 GMT

@mickyh7

Please update this thread as and when there are developments.

Re: Log in

mickyh7 — Sat, 18 Nov 2023 06:12:48 GMT

I sent a formal complaint yesterday and had a standard 'We'll be in touch on this number' reply.

Now I wait!

Re: Log in

Oxonian — Sat, 18 Nov 2023 14:56:59 GMT

@mickyh7

Don't wait too long before you chase it up - did they give you a timescale for their response ?

Re: Log in

mickyh7 — Fri, 16 Feb 2024 08:17:06 GMT

Hi sorry to take so long, been on holiday.

The problem was finally picked up by a really pleasant person,and was dealt with superbly. One person allowed me to cancel my contract, and then credited me with the early get out fee (£120). They stayed in touch over a couple of months.

Well done, and thank you O2.

I'll come back on a different deal in the future I'm sure.

Thanks to all here who helped!

Re: Log in

Oxonian — Sat, 17 Feb 2024 12:53:58 GMT

@mickyh7

It's a pleasure for us to have helped ; glad you are sorted ! 👍

Our Community Manager, @Dave-O2, might want to contact you to get details of the O2 staff member who assisted you, so as to pass on your positive feedback.

Re: Log in

Dave-O2 — Mon, 19 Feb 2024 10:05:45 GMT

Thanks @Oxonian

@mickyh7 If you PM me your mobile number and the date/time you spoke to the advisor i'll be sure to get this fed back 👍