topic Re: MyO2 App and MyO2 Web Issues in My O2

MyO2 App and MyO2 Web Issues

Shaun86 — Fri, 08 Mar 2024 00:08:48 GMT

Paid my bill end of Feb, app updated and I get this message:-

Oops. MyO2 is not available to you yet. Don' worry, you can still mange your account in myO2 for web.

Except, I had to reset password, and when I access via the web I can only see O2 WiFi options and my details. I have no history, bills, usage etc.

I have been a long serving customer but since the pop up of Virgin Media login on my screen, it suggests you have lost all my history and product information.

On top of this, you have illegally set up a new direct debit with my bank, using details you may have had from years ago without authorisation, as I pay monthly via credit card on the issue date.

This needs rectify ASAP. I called days ago about access issues and missing products, was advised it would be resolved within a couple of hours, but unfortunately this was not the case.

I hope this post is seen and taken seriously, as with what has been a great service over the years leaves with doubting the future of paying my bills hassle free on a monthly basis.

Re: MyO2 App and MyO2 Web Issues

JoJo441 — Fri, 08 Mar 2024 00:15:31 GMT

I have same problem. Dont know about illegal direct debit YET, but my o2 account disappeared when i got the same log in screen. Did you get any help yet?

Re: MyO2 App and MyO2 Web Issues

Shaun86 — Fri, 08 Mar 2024 00:32:40 GMT

No just the usual, try the web that doesn't have any of my monthly contract details. Then the typical uninstall app, clear cookies etc reinstall app as if people don't know to do that by default nowadays, it's all delaying techniques because someone has bullsed up.

The app works for other family members but they are PAYG, my worry is that if I cancel my DD I will have no way of paying unless I call them every month which is inconvenient at the least.

It's made difficult by the fact you can't contact them via email, I only have FB but they have disabled the messaging for some reason around European law changes apparently, it's all a farce

Re: MyO2 App and MyO2 Web Issues

pgn — Fri, 08 Mar 2024 01:16:23 GMT

"reboot phone", not "clear cookies", @Shaun86 👍🏼

My MyO2, when it was moved to 360 from legacy billing, has a selector to switch between a pointless 'nothing' mode to my actual mobile:

Then I get all sorts of options, although no billing info until the next bill arrives.. I recently asked this: https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/1694716/highlight/true#M24620

It may help a little - and it only works in an Incognito window, or a browser different from that I am using to access the forum.

And yes, cancelling your direct debit would be a bad idea. The "cards and direct debits" section worked straight after migration for me, as a pay by card account also:

Sorry I can't help further, other than to say to call O2 by phone on 302 or the ways in at about 08:05 in the morning, and be prepared to hang up and call again if no joy after about 20mins on hold...

Same applies to @JoJo441 👍🏼

Good luck!

Re: MyO2 App and MyO2 Web Issues

Shaun86 — Fri, 08 Mar 2024 09:54:53 GMT

Thanks for the informative response, alas though it still doesn't work. Had high hopes maybe the incognito mode would work but no. I simple don't get any visible drop down selection beneath the blue banner. PAYG do as I can see my daughter's but mine, not a thing. Guess I'll keep trying

Re: MyO2 App and MyO2 Web Issues

Shaun87 — Fri, 08 Mar 2024 10:53:29 GMT

So as part of the merge O2 bolted a secondary email O2 email *****71@O2.uk to my account which threw everything wild. Changing my actual registered email address I use to a new one and going through password reset and the following steps rectified the issues and now I can see everything

Seems there is a gremlin in the system, if you cant do online I called 202, Option 1 for accounts, Option 4. Very helpful in the end.

Re: MyO2 App and MyO2 Web Issues

Oxonian — Fri, 08 Mar 2024 19:48:46 GMT

@Shaun86 wrote:
.....my worry is that if I cancel my DD I will have no way of paying unless I call them every month which is inconvenient at the least.

@Shaun86

That's not quite accurate ; bank transfer is an option :-

Re: MyO2 App and MyO2 Web Issues

pgn — Sat, 09 Mar 2024 07:46:32 GMT

That secondary @o2.co.uk e-mail address has been a feature of O2's for years, since they stopped providing an e-mail service ages ago @Shaun86 @Shaun87 (?)

My calls to O2 about it some years back did not result in its removal, but e-mails from O2 since the move from legacy to 360 in October past seem to have expunged it, as far as I can tell from my mailbox records.

The ways of O2 are a mysterious set of work rounds rather than actual fixes as such, as far as I can see... 🤷

Re: MyO2 App and MyO2 Web Issues

MI5 — Sat, 09 Mar 2024 10:54:10 GMT

I've found out what that strange email address was on my account, and yes, it was an old o2 one which I never used or knew was there.

Re: MyO2 App and MyO2 Web Issues

G13rty — Sun, 10 Mar 2024 10:41:29 GMT

I have the same issue and am just onto customer services and they have confirmed they are migrating customers from one platform to another! Would be good if they had some sort of message on their screens As such at present many of us cannot see out bills, manage DDs or anything else

Re: MyO2 App and MyO2 Web Issues

pgn — Sun, 10 Mar 2024 10:51:10 GMT

@G13rty wrote:
I have the same issue and am just onto customer services and they have confirmed they are migrating customers from one platform to another! Would be good if they had some sort of message on their screens As such at present many of us cannot see out bills, manage DDs or anything else

The cut-over usually happens over a weekend. Once done, whilst you can log in and use some functions (eg Payment method adjustment), you won't see a readable bill in the "new" MyO2 until after your next bill date. Some things, like contract details and billing history prior to migration, still are not visible for me @G13rty

Take a look here to see what people are reporting post-360 migration:

https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/1694716/highlight/true#M24620

Re: MyO2 App and MyO2 Web Issues

auntyshez — Mon, 25 Mar 2024 14:10:03 GMT

My account has been inaccessible for over 2 weeks now with and being told they need a new email address but won't give me what they have computer generated that has locked me out of my account. Surely there should be a banner on the website advising of the changes? They have told me it will be approx 30 days before i can access my account but expect me to pay the bill. Not happy at all after over 20 years with o2. My parents are with Virgin and they are an absolute nightmare and poor service. If o2 are going that way i'll be moving my account when my contract is up again. Their fix is they want another email address from me - surely they should have sent out some sort of communication about it?

Re: MyO2 App and MyO2 Web Issues

Oxonian — Mon, 25 Mar 2024 20:04:51 GMT

@auntyshez

Perusal of this Community will show that there are many problems with MyO2 at the moment as customers are migrated between billing systems ; hopefully they will be resolved imminently.

You can try accessing your account online at :-

https://mymobile.o2.co.uk/

If you are using the smartphone app, try deleting the app, restarting your handset and then reinstalling the up to date version of the app.

Unfortunately, this customer to customer Community cannot access accounts so you need to contact O2.

You can message them on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

Alternatively, you can 'phone O2 on 202 or 0344 809 0202 (contract) ; or on 4445 or 0344 8090222 (PAYG).

Full details of how to contact O2 are in :-

Several people have suggested that O2 should have acknowledged this problem but they have elected not to do so.

Re: MyO2 App and MyO2 Web Issues

Flapjack1991 — Sun, 31 Mar 2024 13:36:13 GMT

Not much to add but I am also having the issue. Currently trying to talk to a not very helpful person as to why my account has changed. I've had the same O2 is not available to you yet, called up and asked to provide an alternative email address to access my account. Now I can't see my previous bills, change my airtime plan or anything really to do with my account

Re: MyO2 App and MyO2 Web Issues

pgn — Sun, 31 Mar 2024 13:55:09 GMT

Yes @Flapjack1991 - all gone a bit pearshaped for a lot of O2 customers right now - as a search of the Forum will reveal:

https://community.o2.co.uk/t5/forums/searchpage/tab/message?q=myO2%20app%20new%20email&sort_by=-topicPostDate&collapse_discussion=tru

Even if you can get in, via web https://accounts.o2.co.uk/signin, the views are inconsistent between app and web view:

https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/1694716/highlight/true#M24620

Persist with O2, as you have been, or via Social Media using the ways in the link just below. Good luck.