topic Re: Ex Virgin Media - I want to update my name on the account no option available :-( in Tech Support

Ex Virgin Media - I want to update my name on the account no option available :-(

Mark2Dee — Tue, 20 Feb 2024 18:41:34 GMT

I had a shared account on VM, as part of move to O2 we have ended up with the same name on both accounts.

If I go to "Edit your personal details" there is a message that says: "If you need to change your name or date of birth, you’ll need to upload a supporting form of ID".

Why would a mobile provider like O2 need to have access to your ID, this is data is PII (Personal Identifiable Information) and is subject to GDPR rules, so should not be requested.

Anyhow, how do you "upload a supporting form of ID" there is no option to do this 😞

Re: Ex Virgin Media - I want to update my name on the account no option available :-(

pgn — Tue, 20 Feb 2024 18:49:11 GMT

Take a look through this info, @Mark2Dee - https://www.o2.co.uk/help/account-and-billing/changing-personal-details

Good luck!

Re: Ex Virgin Media - I want to update my name on the account no option available :-(

Mark2Dee — Tue, 20 Feb 2024 19:09:05 GMT

Hi gpn, thanks you for reply.

Unfortunately links go to information that reinforces my view that O2 don't understand what are the rules on PII (Personal Identifiable Information) and GDPR rules.

I can't be bothered going through the rigmarole required by O2 to change account details, I'll leave at as is.

Re: Ex Virgin Media - I want to update my name on the account no option available :-(

madasaf1sh — Tue, 20 Feb 2024 19:31:05 GMT

@Mark2Dee

They have to prove to regulatory authorities and them that you are who you say you are to protect you and them from fraud and it falls under reasonable usage to request identification from you..

Take it up with the ICO and o2 DPO if you think its wrong....

Re: Ex Virgin Media - I want to update my name on the account no option available :-(

roziepozie — Wed, 21 Feb 2024 14:40:05 GMT

@Mark2Dee wrote:
Anyhow, how do you "upload a supporting form of ID" there is no option to do this 😞

This is the problem. The agent screwed my name up on setting up my new account on the phone, then told me I had to manually get it changed myself as they couldn't do it. They told me I'd be sent an SMS with a link to upload docs, but the SMS simply says "please upload docs to get this done" WITHOUT the docs upload link! How completely effing stupid a system can you create O2?!

I ended up finding their name change form myself, and added a scan of my ID doc on the second page of the PDF, and emailing it to changeofname@o2.com with my account details. I still had to phone them to get the thing done after that, too.

Completely shambolic system O2 have for this, especially when it is THEIR error in getting names wrong in the first place.