Problems with MyO2 app and account

[aamin]

I have recently joined O2 and set up my O2 account online and in the app on my new phone with the new phone number I received from O2. I then transferred my old number across and it came through on Wednesday. Since the transfer, I am having problems with my O2 account. The number when I log in is showing correctly as the number I moved from EE but I cannot see any usage data in the app at all. I can see Bill's etc though. When I log in using a PC, I see a message on the website which says something is wrong. I can't see any usage data, call information etc at all. I have contacted O2 and they have checked the account, reset password etc but I am still having the same problem. Not sure how to resolve this. It has been 2 days now and still can't see usage data in the app which worked perfectly before my old number was moved across. Website, nothing at all when I login although it does say my name and number. Any help appreciated.

[MI5]

@aamin 

Unfortunately this seems to be a common problem when porting in a number. 

Customer service need to reset the account against the new number.

You'll have to call them again, sorry. 

[aamin]

Thank you. Just called them. They have tried resetting the account but still not resolved. I am able to login and it shows my name in the top right when I do, but i get an error message when I click on my phone number to go into the account details. Same on app. Shows as logged in, but not usage data showing and just see a message saying something is wrong.

[MI5]

@EmilieT ?

[EmilieT]

Hi @aamin, and sorry to hear you're not able to use the My O2 app properly! I can certainly get someone on my end to have a look at it for you - I'll send you a Private Message shortly to get a few more details first

Thanks @MI5 for the mention 

[aamin]

Thank you. Appreciate all your help. Really don't know what to do

[EmilieT]

No worries @aamin, I've passed on all the details to our gurus now and hopefully we'll be able to get this sorted for you soon  

[aamin]

Hi, just to let you know that this has now been resolved. Someone has done something to sort it and both the app and websites are showing all details correctly now. Thank you so much for the help. Really appreciate it.

[jonsie]

Great news and well done @EmilieT 

[EmilieT]

Great news, thanks for the update @aamin