My Device in my02 has previous device (Model/IMEI) attached to it, can't update

[marianne013]

Hi,

I've been trying to register my new phone with O2 WiFi so I can use the WiFi on TfL. It keeps telling me I need to sign up to O2 WIfi and that it would send me a text "to this device". Except it doesn't.

When I found "my device" in the depths of the myO2 app, it showed my previous phone and no way to update it (just setting the name of the phone to my new phone next to the phone number inf my device doe *not* update this). I bought my new phone through O2 and they are billing me for it correctly.

Any ideas ?

I tried the help pages, but noone will talk to me.

Marianne

[MI5 · Accepted solution]

@marianne013 

You'll have to call customer service to change the phone details.

You can't do it yourself Guide: Coronavirus Community Help and Support 

[marianne013]

Well, apparently I am only supposed to call for "urgent" matters. And they hide the phone number really well. And the live chat is busy - which I don't understand, they should be able to work from home.

[MI5]

@marianne013 

Numbers are in the guide I gave you above.

say you want to upgrade and they will answer your call.