topic Re: My O2 app suddenly not working in My O2

My O2 app suddenly not working

SamWise76 — Mon, 04 Mar 2024 09:20:42 GMT

I have been an O2 customer for more years than I can remember but recently I’ve not been able to access the My O2 app. Same handset I’ve had for the last three years, same email address, same phone number but all of a sudden just can’t access anything in my account. So I tried logging in via the web and I can’t access any account stuff there either. Like how many minutes remaining etc and I’ve just had a message about data cap so would like to check, can anyone advise? I’ve already updated the app, uninstalled and reinstalled and that hasn’t helped. I’ve tried seeking help through the VA but just end up going round in circles 😞

Re: My O2 app suddenly not working

MI5 — Mon, 04 Mar 2024 09:28:41 GMT

@SamWise76

You might be in the middle of a move to the new billing system.

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 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
Thanks

Re: My O2 app suddenly not working

SamWise76 — Mon, 04 Mar 2024 13:05:14 GMT

Thanks so much. Finally got through to them on 202 and they’d changed my email address on their internal system? All sorted now

Re: My O2 app suddenly not working

MI5 — Mon, 04 Mar 2024 13:12:01 GMT

You're welcome @SamWise76

Re: My O2 app suddenly not working

Ant-Y — Thu, 28 Mar 2024 13:41:20 GMT

It looks like o2 have recently carried out a migration of their billing systems. During this migration they have not successfully moved over customer accounts details properly.

What this means is, the current email address + any other details you're using has not been migrated over to there new system correctly at all and you will need to call o2 to resolve this.

They will ask you to use a new email address moving forward as they apparently couldn't migrate over your old email address from the old system. This is a complete IT failure on their part for whoever is managing that migration project.

Following getting a new email address sorted, the next step is to go through account activation and verification. They will send you an activation email to your new email address and proceeding that, they will get you to verify KBA. This process is tedious and buggy. I'm currently on the phone to them as they cannot verify my direct debit details which I have been using. Leading to longer wait times and the person on the phone seeking technical help.

This is absolutely appalling from o2 business / IT development teams how can they roll out this new system live to customers in this state?!

Re: My O2 app suddenly not working

BabsyJohn — Fri, 05 Apr 2024 15:54:26 GMT

Did you manage to get this sorted out? I’m having exactly the same problem; I’ve managed to log into O2 website but it says I don’t have any products/services and if I try going to the App it won’t accept my login and I get the same error screen as yours. Can’t even get through to O2 to sort it out!

Re: My O2 app suddenly not working

Enlli — Fri, 05 Apr 2024 15:58:24 GMT

@BabsyJohn Hundreds are suffering and it is an ongoing problem that will require you contacting Customer Services

Re: My O2 app suddenly not working

BabsyJohn — Fri, 05 Apr 2024 16:10:38 GMT

Yeah, I’ve been trying to do that for days!

Re: My O2 app suddenly not working

Rev — Sat, 06 Apr 2024 19:14:46 GMT

Same issue ongoing for over 2 months

escalation within O2 to no avail!!!

10day lead time to getting back is xxxx

appears my mobile accounts are now linked to another email address after a systems migration to an application. Called ‘ 360’ !!!

Re: My O2 app suddenly not working

pgn — Sat, 06 Apr 2024 21:46:56 GMT

@Rev wrote:
Same issue ongoing for over 2 months
escalation within O2 to no avail!!!
10day lead time to getting back is xxxx
appears my mobile accounts are now linked to another email address after a systems migration to an application. Called ‘ 360’ !!!

Called 360 because it makes your head spin, is my guess 🤪

You and hundreds, if not thousands, of O2 customers are affected by this system issue, @Rev - if you use Social Media, the link below has three ways to get at O2 CS (Twitter, Facebook, Instagram) - pick one and reach out to them, pinging them every so often until they reply (about 3 days in my case) and then see what they can do to help you. Good luck!

Re: My O2 app suddenly not working

Wooch96 — Sat, 13 Apr 2024 18:11:50 GMT

I am also in the same situation. I've been told I have to create a new email address so I can register again for my account. I've had the same email for years and used it for O2. I don't want another email address and I don't want to have to remember to check it for important O2 messages 😡 I'm well out of contract with them so will be going elsewhere. As an IT professional myself I'd be hung if I'd implemented a system like this where I work !

Re: My O2 app suddenly not working

Oxonian — Sun, 14 Apr 2024 13:28:55 GMT

@Wooch96

If you really want to leave O2, this will assist you :-

However, one would hope that O2's IT issues will be resolved shortly, and that requiring a second e-mail address as a workaround will be a short-term requirement. You won't get any arguments from the regulars on this forum that O2 have really screwed-up, but I would suggest that the acid test is how and how quickly they rectify matters. 👍

Re: My O2 app suddenly not working

SierraWhiskey34 — Tue, 16 Apr 2024 19:12:25 GMT

If you get in touch with O2 they can sort it in the background. Ended up going in to O2 store today for same issue on my Mum's account. Had called O2 on 202 and the answer I got was "she'll need to create a new email address and register it", not a viable option for a 75 year old who has enough trouble with 1 email address and phone number! Rep in store spoke to Customer Care who said it should be sorted in 5-10 days. Turns out the merger put O2.co.uk email addresses against the new accounts and because the original address was still on the old system it wouldn't let you register it again, but it is fixable, don't be fobbed off.

Re: My O2 app suddenly not working

Chillen — Mon, 13 May 2024 16:43:53 GMT

Complete and utter joke, my app had my number plus my wife and daughters numbers so i could see all in one place, since late March 24 this all changed so much that now my own number is now under my wifes name and i can't access my own number which i have had for around 10 years, if i tried to add my family details again it tells me they are already registered to an account, phoned o2 several times, more or less saying i am telling lies and o2 wouldn't do that, the staff are completely clueless and useless, told me to try resetting the password, then it was a GDPR thing, they don't have a clue, so frustrating, not prepared to do anything about it.

Re: My O2 app suddenly not working

MI5 — Mon, 13 May 2024 17:25:04 GMT

@Chillen

O2 have messed up a system update which is affecting thousands of customers.

1) You can use alternative email to gain access. Give this to O2.

2) Or you can also request the original email to be released from the original account, and this can then be added to the migrated 360 account (this can take up to 28 days, however should be done sooner)

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)