topic Re: Cannot login to My O2 app in My O2

Cannot login to My O2 app

AlexMorgan — Tue, 01 Apr 2025 13:46:29 GMT

Hi,

Have just received a new pay as you go sim from O2. In the letter, step 2 tells me to download the My O2 app.

I downloaded it and tried to login but it says "oops. my O2 isn't available to you yet. don't worry, you can still manage your account in my O2 for web."

When I check my number for the sim on my phone, it says "unknown number". The letter the sim came in states the number though.

I am on an Android phone using dual sim. I placed my old sim in slot 2 and put this new O2 sim in slot 1.

Re: Cannot login to My O2 app

jonsie — Tue, 01 Apr 2025 14:06:56 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 4445

Guide: How to find help & contact O2

Re: Cannot login to My O2 app

AlexMorgan — Tue, 01 Apr 2025 14:39:59 GMT

Sorry, I've seen you paste this around on users who post similar issues. I have tried calling 4445 already and they said that they did not see any issues their end and that I should wait a while to see if it is just a case of waiting for their systems to update. If anyone else has any answers or solutions do let me know.

Re: Cannot login to My O2 app

MI5 — Tue, 01 Apr 2025 14:45:40 GMT

@AlexMorgan

Firstly, it can take a few days for your MyO2 to work and secondly, there is no function on Android to write phone numbers to sim cards unless you use an esim.

Re: Cannot login to My O2 app

AlexMorgan — Tue, 01 Apr 2025 15:23:41 GMT

there is no function on Android to write phone numbers to sim cards unless you use an esim.

Sorry I think you misunderstood. Mobile phones allow you to see the mobile number associated with the SIM currently inserted into the SIM tray, in case you want to share your contact details with someone else. In my case, it says "unknown" instead of displaying the mobile number.

Firstly, it can take a few days for your MyO2 to work

Yes, although I ordered it last Thursday, so I would've thought it would've been updated on their system by now.

Also just to add, my O2 dashboard does not list out the two PAYG sims I ordered? The dashboard is pretty much just empty.

When I inserted the SIM for the first time, I had a notification from Google acknowledging the number and stating it has been verified for use across services for my Google account. So the number can definitely be read from the SIM.

Re: Cannot login to My O2 app

AlexMorgan — Wed, 02 Apr 2025 13:38:16 GMT

I have given it over 24 hours and it is still not working. I am receiving messages about my SIM being activated although I have not done anything. I am messaging customer support via X, so maybe they are doing stuff on their end. I will keep messaging them to see if we can fix it.

Re: Cannot login to My O2 app

Enlli — Wed, 02 Apr 2025 13:58:20 GMT

"Sorry I think you misunderstood. Mobile phones allow you to see the mobile number associated with the SIM currently inserted into the SIM tray, in case you want to share your contact details with someone else. In my case, it says "unknown" instead of displaying the mobile number."

Sorry, that is standard for Android where a network has not programmed the SIM to display it.

That is often the case with O2 SIM cards

Re: Cannot login to My O2 app

MI5 — Wed, 02 Apr 2025 14:42:39 GMT

@Enlli wrote:
"Sorry I think you misunderstood. Mobile phones allow you to see the mobile number associated with the SIM currently inserted into the SIM tray, in case you want to share your contact details with someone else. In my case, it says "unknown" instead of displaying the mobile number."
Sorry, that is standard for Android where a network has not programmed the SIM to display it.
That is often the case with O2 SIM cards

As I said but @AlexMorgan chose not to believe me.... but what do I know?

Re: Cannot login to My O2 app

AlexMorgan — Wed, 02 Apr 2025 16:02:51 GMT

Nope. You stated that there is no way to write numbers to sim cards within Android.

@MI5 wrote
"there is no function on Android to write phone numbers to sim cards unless you use an esim."

Exactly what you said right there.

I was not asking about that. I mentioned how the phone number associated with my new SIM was showing up as "unknown" when I looked at myself in the contact list. I see how my wording before may have lead to your confusion, however.

Re: Cannot login to My O2 app

Enlli — Wed, 02 Apr 2025 17:55:16 GMT

If it's the ordinary contact list you can call your entry up and edit that writing in your number there.

Same as you can do for any contact

Re: Cannot login to My O2 app

pgn — Wed, 02 Apr 2025 21:45:26 GMT

Just to say:

Google does not automatically detect or add a new phone number to your account simply because you've changed your SIM card, @AlexMorgan.

Re: Cannot login to My O2 app

AlexMorgan — Fri, 04 Apr 2025 19:09:59 GMT

Yes @Enlli, but again, I am not asking this. I was just stating that my Android phone did not automatically fill it out with the number from my new O2 sim card. It did do this with my old EE sim card though, which is why I found it odd. Also, I have not used Android in a long time, so it is not something I am used to.

Re: Cannot login to My O2 app

AlexMorgan — Fri, 04 Apr 2025 19:09:43 GMT

I thought that was the case too, @pgn. However, it turns out that Google actually does detect new phone numbers from sim cards recently inserted into the device, and they simply send a notification to your mobile phone that it is recognized and is "verified for use across Google products and services".

Though you are correct about it not being automatically added to your account. It would be a major security flaw if that was the case.

However I don't see how any of this is relevant or helps me with my problem from my original post?

Re: Cannot login to My O2 app

AlexMorgan — Fri, 04 Apr 2025 19:26:47 GMT

As an update, the mobile app is still not working and still displays the error message.

I cannot see my new sims in my O2 dashboard on the site.

Customer support on the phone had no idea what was wrong or how to fix it.

I communicated with customer support via X as well, but they don't know what is wrong or how to fix it either. They ended up ghosting me.

I'm quite shocked that O2 sends me their product but it arrives broken and they have no idea why or how to fix it, nor do they seem like they really care to figure it out. I mean it is literally their own product, and they have absolutely no idea how to fix it??

Their customer support team seems pretty non-existent. I don't even feel like I was really ever talking to anybody when I did reach someone.

The people on "live chat" couldn't even do anything either.

These forums are also incredibly useless, constantly going off-topic and not actually being able to provide any insight whatsoever. The constant pop ups on this forum that keeps interrupting me while typing my post every other minute is honestly the worst web design I've ever seen.

The O2 website is too slow as well.

Everything is absolutely broken, from communication to the end product. The customer support are clueless and hopeless.

I only took a look and signed up a week ago, and I already uncover a huge list of problems. I have not even yet gotten into the service...

Clearly this company has a lot of issues they need to work on.

I mean it was relatively quick to receive my sim cards but that was about it. At least they were free?

I guess I will be trying out Vodafone instead. Hopefully their services will work out better, but I will hold my breath.

Re: Cannot login to My O2 app

Enlli — Fri, 04 Apr 2025 19:24:30 GMT

Good idea.

Re: Cannot login to My O2 app

AlexMorgan — Fri, 04 Apr 2025 19:28:09 GMT

I don't know if you are trying to be rude or something?

Re: Cannot login to My O2 app

Enlli — Fri, 04 Apr 2025 19:45:57 GMT

No. Think it is a good idea to try a different network.

O2 is know for problems and poor customer service

Re: Cannot login to My O2 app

AlexMorgan — Fri, 04 Apr 2025 19:59:35 GMT

Ok, sorry for the assumption. I must be irritated from the situation.

I come from several years of EE, never really had any issues with their customer service but their website is insanely slow and quite broken. They also kept spamming my phone and texts with adverts for their service, which is mainly why I wanted to move away. Their coverage is good though, and they are not expensive.

Vodafone seems to offer roughly the same deals. I'm not a huge mobile user so £5 or £10 pay as you go packs for 8-10 GB of data is generally just about enough, even when using GPS a fair amount. Just hoping their marketing spam is not bad, and a more functional website would be ideal.