I want to buy a device and new contract, but O2 bringing up old address

[laura8273]

Hi, 

I used to be an O2 customer, I switched to another provider last year and the service is terrible so i want to move back to O2. 

I have chosen a new phone and a monthly plan in the O2 section of the shop, added the PAC code so i can keep my original number and proceeded to checkout. However, O2 is bringing up my old home address based upon my email adress provided. so i tried to get into My O2 to change this but i cant seem to do it anywhere it suggests - probably because i dont actually have a contract anymore with them.

I tried calling O2 and unless it's an emergency they're not accepting calls (which is wild to me? we've been in this pandemic for a year now, surely you've sorted home working?) and there is also no live chat option available! 

Helpppp! 

[MI5]

@laura8273 

O2 are stilll doing a tertible job with customer service unfortunately.

If you need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Bambino]

I'm not sure if they will be able to help, but I'll tag the O2 online advisors. @O2Waqas or @O2Emma can you assist @laura8273?

[O2Emma]

Evening @Bambino I will pick this up thanks.

[O2Emma]

Hi @laura8273 sorry you are having difficulties re-joining o2 . Is there a option to amend/edit address on your new order ?

You may be better ringing our sales team as it is a new contract rather than customer services.

Contact number 0344 8090202 when listening to options select 2-2-4-3.

Hope this helps 

[laura8273]

Thank you, no option to edit no! Just going in circles!, i will try ringing again! thanks

[laura8273]

Thanks all problem solved, i need to use an different email address, O2 can not sign you up under the same address you have used before.

[MI5]

Good to hear @laura8273