Incorrect phone linked to account

[Delta99]

I just topped up my PAYG phone and then decided to change the password, thus spending a tiny bit more time viewing my a/c details than usual.  I was surprised to spot that it mentioned about my "Sony Xperia M5" phone as  I switched to a Wileyfox one in January and just presumed O2 would realise that since I did all the usual updates & the like.

So now I'm sort of wondering firstly whether I need to bother updating those details and then, if so, how to go about it as I couldn't find anything under "Device Details" or anywhere else within "My Phone" etc.?

Thanks.

[jonsie · Accepted solution]

This won't cause a problem at all

My account has shown a J7 but I've been using a Note for the last 12 months

The onl way to change the details is by calling customer service

Guide: Coronavirus Community Help and Support

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[Delta99]

Thanks so much - just nice to know it's not going to be an issue but frustrating they don't provide an easier way of fixing it especially this year when their CS is all but unavailable 😞

[jonsie]

Very welcome @Delta99 

[Alan-in-Hemel]

I have the same issue and managed to contact O2 Customer Services on the live chat. They said the updates take time! I am at a loss to understand why and they are refusing to explain. Surely if you upgrade your device with O2 then this should appear in My O2 within hours.  Both my daughter and I upgraded through O2 and the change is not showing after months. The agent suggested I uninstall and reinstall the O2 app on my phone. I cannot see how this would solve the issue, as the device details appear wrong wherever I log into My O2.

Anybody know why this is such an issue for O2 to either get this right or at least provide a means of the customer updating the information.

[MI5]

@Alan-in-Hemel 

It's been hit and miss for ages now.

Some update immediately, others take longer or not at all, but O2 don't see it as an issue either way.

Incidentally, live chat aren't the best for resolving account issues. We always advise calling instead.

[Alan-in-Hemel]

I find this strange, it does not show the O2 processes in any favourable light. 

I did try to call but could not get a reasonable wait time, it took me several attempts to get through on the chat. I was not impressed with the responses I got but there was no mechanism for giving feedback.