Can't access My O2

[Mabel1974]

Hi everyone. Driving myself crackers as cannot get into My O2 - via mobile app or online. I get messages such as "something went wrong, not possible to log on, Try again later", "user and password don't match" (even though I have done a re-set) and "problem finding your account".

I need access to my bills but I can't get through to anyone on the phone as I can't figure out how to bypass the multiple questions currently being asked by the automated system, and it ends up hanging up on me.

Any tips?!

[MI5]

@Mabel1974 

Unfortunately only customer service can help you.

[Don-Stewart]

I am having exactly the same problems as you describe in your post and I can't even find any Customer Service numbers to try and call.

I can't view or download my bills on my computer and the 'My O2' app on my phone refuses to accept my email and password even though I have reset them twice already.

Did you ever find answers to your problems back in 2020?

It is now 2024 and things seem to have gotten worse as I can't find any way of actually contacting the Customer Service department, by phone, email or even chatbot.

[Enlli]

All was to contact Customer Service in this guide

Guide: How to find help & contact O2 

[SierraWhiskey34]

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.