Can't access My O2

[Onion]

I've recently swapped my existing number onto a new sim card. Now when i try to login to My O2 it asks me for my mobile number so it can verify who I am with a s digit code. This is even though I've been with O2 for 10 years. when i enter the code it says that my phone number is registered to another user.

Can anyone help?

[MI5]

@Onion 

Can you log in online https://mymobile.o2.co.uk/ ?
If so, try deleting the app, rebooting your phone and then reinstall the app.
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

[Onion]

@MI5 it's happening online and I have tried deleting my app and re-installing without success.

I'll message them.

Thank you!

[MI5]

Good luck.