Issue with account

CD_B2 — Tue, 22 Jul 2025 17:08:45 GMT

Hello,

I had an issue which has started over a week ago and doesn't show any signs of getting resolved. I tried to upgrade my phone on the My O2 app and when I clicked 'Check Out' the basket refreshed and no saved items display. I had 2 lengthy chat conversations where they have emailed me contracts and when I click on them it says something went wrong. I have tried to uninstall the app and reinstall, cleared the cache and even tried on another device with the same issue. I called support today and they tried to put the sale through even though i explained it wasn't going to work but they convinced me it would and also charged me the upfront cost and ultimately when i clicked on the contracts it says something went wrong. They added to my basket and asked me to log in on the website and it says basket is empty i explained beforehand that this had already been attempted on one of the chat conversations.

It sounds as if it isn't accessing the correct account but I receive the emails saying i have something in my basket but when I click on it it says the basket is empty.

Its really frustrating so hopefully someone has an idea.

Re: Issue with account

MI5 — Tue, 22 Jul 2025 17:17:25 GMT

@CD_B2

Probably best to do it in store.

Take photo ID with you.

Find a store

Re: Issue with account

CD_B2 — Wed, 23 Jul 2025 09:07:59 GMT

Will they have the same issue of sending contracts to my email to be signed?

Re: Issue with account

MI5 — Wed, 23 Jul 2025 09:36:49 GMT

No @CD_B2

You can sign in store.

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Issue with account

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