MyO2 App and MyO2 Web Issues

[Shaun86]

Paid my bill end of Feb, app updated and I get this message:-

Oops. MyO2 is not available to you yet. Don' worry, you can still mange your account in myO2 for web.

Except, I had to reset password, and when I access via the web I can only see O2 WiFi options and my details.  I have no history, bills, usage etc.

I have been a long serving customer but since the pop up of Virgin Media login on my screen, it suggests you have lost all my history and product information.

On top of this, you have illegally set up a new direct debit with my bank, using details you may have had from years ago without authorisation, as I pay monthly via credit card on the issue date.

This needs rectify ASAP.  I called days ago about access issues and missing products, was advised it would be resolved within a couple of hours, but unfortunately this was not the case.

I hope this post is seen and taken seriously, as with what has been a great service over the years leaves with doubting the future of paying my bills hassle free on a monthly basis.

[pgn]

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@G13rty wrote:

I have the same issue and am just onto customer services and they have confirmed they are migrating customers from one platform to another! Would be good if they had some sort of message on their screens  As such at present many of us cannot see out bills, manage DDs or anything else  

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The cut-over usually happens over a weekend. Once done, whilst you can log in and use some functions (eg Payment method adjustment), you won't see a readable bill in the "new" MyO2 until after your next bill date.  Some things, like contract details and billing history prior to migration, still are not visible for me @G13rty 

Take a look here to see what people are reporting post-360 migration: 

https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/16...

[auntyshez]

My account has been inaccessible for over 2 weeks now with and being told they need a new email address but won't give me what they have computer generated that has locked me out of my account. Surely there should be a banner on the website advising of the changes? They have told me it will be approx 30 days before i can access my account but expect me to pay the bill. Not happy at all after over 20 years with o2. My parents are with Virgin and they are an absolute nightmare and poor service. If o2 are going that way i'll be moving my account when my contract is up again.  Their fix is they want another email address from me - surely they should have sent out some sort of communication about it? 

[Oxonian]

@auntyshez 

Perusal of this Community will show that there are many problems with MyO2 at the moment as customers are migrated between billing systems ; hopefully they will be resolved imminently.  

You can try accessing your account online at :-

https://mymobile.o2.co.uk/

If you are using the smartphone app, try deleting the app, restarting your handset and then reinstalling the up to date version of the app.

Unfortunately, this customer to customer Community cannot access accounts so you need to contact O2.

You can message them on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

Alternatively, you can 'phone O2 on 202 or 0344 809 0202 (contract) ; or on 4445 or 0344 8090222 (PAYG). 

Full details of how to contact O2 are in :-

Guide: How to find help & contact O2 

Several people have suggested that O2 should have acknowledged this problem but they have elected not to do so.  

[Flapjack1991]

Not much to add but I am also having the issue. Currently trying to talk to a not very helpful person as to why my account has changed. I've had the same O2 is not available to you yet, called up and asked to provide an alternative email address to access my account. Now I can't see my previous bills, change my airtime plan or anything really to do with my account

[pgn]

Yes @Flapjack1991 - all gone a bit pearshaped for a lot of O2 customers right now - as a search of the Forum will reveal:

https://community.o2.co.uk/t5/forums/searchpage/tab/message?q=myO2%20app%20new%20email&sort_by=-topi...

Even if you can get in, via web https://accounts.o2.co.uk/signin, the views are inconsistent between app and web view:

https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/16...

Persist with O2, as you have been, or via Social Media using the ways in the link just below. Good luck.