Old Orange > new O2 phone number mix-up blocking access to My O2 online account

[JayKay]

Hi!

I migrated my old Orange number to this O2 phone and PAYG account over a year ago without a problem. I'm a low user, so have only topped up once with a voucher bought at a motorway outlet since then. I now have tried to log on to the website to top up online (via laptop, not via phone which is set to 2G only). Finally managed to log on with help from O2 help chat at second attempt, HOWEVER, they were able to tell me the phone is still linked to the original O2 number, not the one I use. I can "sign on" but not use any of the functions such as top up, etc. without access to that old number.  

Does anyone know how I should procede? I'm waiting for the guy from 4445 to call back about these issues, but not sure he will. I don't have the PIN or the PUK with me, so afraid of switching off/switching on and anyhow... I've been using the phone for over a year without any issues.

Thanks if you can shed a light on this problem! 

JK 

[MI5]

@JayKay 

You'll have to hang on for customer service as no one here works for O2 or has access to your account.

Possibly, @EmilieT might be able to assist you tomorrow though.

[JayKay]

@MI5 Thanks for your reply. Is it normal to have to "sign in" whenever posting/replying to these community messages? Seems to me there is a rather over zealous approach around here! 😞 

Cheers

Jay

[MI5]

You get logged out after a certain time period, for security reasons, I guess.

[JayKay]

OK. Thanks. I was doing other things, but if that is your experience... High end user, you must know! LOL!

[EmilieT]

Hi @JayKay, and welcome to the forum 

You mentioned you were waiting for a callback, has that happened since you last posted? I'm not sure what Customer Service did for you but in case they're investigating already we might not be able to do much more on our end. However I'll send you a Private Message on the forum now to get some more details and check 

Thanks @MI5 for the mention!

[JayKay]

Hi @EmilieT 

Thank you. Being new, I don't rightly know how to access personal messages... Will look shortly.

No, I've not received a call back from the young man I spoke to yesterday. 😞 

Cheers

JayKay

[EmilieT]

Hey @JayKay, I've just replied to your Private Message now, thanks a lot for coming back to me so quickly  I've passed it all on to our gurus and will be in touch as soon as I have more information from them!