Sign in issues when not using mobile data

[SimonT]

If I try to sign in to My O2 or accounts.o2.co.uk using my PC and broadband, or try to sign in on my phone over WiFi I fail to connect, get an error saying the connection to identity.o2.co.uk timed out. Does that mean it is only possible to access my account over 4g or is this a common error?

[jonsie]

No, you should be able to sign in over secure wifi

You need to call customer service.

Call 202 from your mobile or use Skype to call 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call