I think someone it's trying to duplicate my account

[Xantulis]

Hi there, I've tried to log in app My O2, to see my bills, I've started my data to be sure it's gone log me in automatically, but for some reasons the app didn't do that for me. Because I couldn't remember my password, I've reset the password, but for unknown reasons, my phone number has another username. When I've checked all the details, it's all my details there, except for my phone number. How it's that possible?! I have to say, everything it's working OK, the bill's are the right amount of money. The only problem is with the phone number. How could be the phone number on another username, when I didn't change that. 

[MI5 · Accepted solution]

@Xantulis 

O2 have messed up a system update which is affecting thousands of customers.

1) You can use alternative email to gain access. Give this to O2.

2) Or you can also request the original email to be released from the original account, and this can then be added to the migrated 360 account (this can take up to 28 days, however should be done sooner) 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Guide: How to find help & contact O2