Can't update details as authentication text goes to wrong number

[Charlie100]

Hello,

I've got an unusal problem. I can log into My O2 without any problem using my email address and password. I can see my mobile phone service listed there, I can top up and see my data usage etc.

But if I try to update my details the authentication text message with a one time code goes to an old mobile number which I no longer have. 

I phoned this morning and it was suggested I could try creating a new account, but this doesn't work as it says my email address is already registered (which of course it is).

I'm just wondering if anyone knows a solution - is there a number that can get me through the My O2 team who might be able to delete this wrong number?

Thanks  

[MI5 · Accepted solution]

@Charlie100 

I have had the same issue and the only way was to create a new account with a different email address.

In theory, customer service should be able to change the number but for some reason, I'm told it's not possible on PAYG.

It's exactly the same issue if you want to change your address details too.

[EmilieT]

Hi @Charlie100., I was just wondering if you had managed to make any progress on this one since you last posted?