Unable to see additional product

[Obj]

Hi.

I have added an additional product in my O2 however it is not visible. If I try to add it again the system tells me that the device is already linked to the account, but I cannot see it. Any suggestions?

[Bambino]

@Obj See if anything in this guide helps: Guide: Adding and removing O2 Extras - O2 Community

If not, you'll need to speak to customer service.
Call 202 from your mobile, 0344 809 0202, 0800 902 0217 or 0800 032 1402 
When it comes to 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 someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Breanna]

Were you able to get in touch with customer service about this @Obj?

[Obj]

Hi. Not I didn't. I have tried adding my additional product again, however I end up with a warning that the product is already linked but there is no way to see it. 🙂

[pgn]

@Obj - There is a theory, unconfirmed by O2 as far as I have seen (@Breanna ?), that the functionality in MyO2 to bring in additional products has been disabled until all migrations to 360 at the back end are complete: https://community.o2.co.uk/t5/Welcome-News/O2-System-Updates-360/m-p/1598402/highlight/true#M39424

And on adding, say, a PAYG mobile to an existing Contract MyO2: https://community.o2.co.uk/t5/My-O2/Where-is-Bring-in-new-products-on-My-O2-app/m-p/1575352/highligh...

And where the magic runes live now, albeit the final "add" button may fail because of the 360 block mentioned up above: https://community.o2.co.uk/t5/New-to-O2/One-account-for-multiple-numbers/m-p/1621536/highlight/true#...

Your mileage may vary - good luck!

[Cleoriff]

@pgn @Breanna 

It was @MI5 who first posted about this. ie Bringing in Products had been disabled until the 360 migration was complete. I figured he had good intel otherwise wouldn't have posted it, so any queries raised on this topic I have followed suit with the same answer.

Remember, many of us PM the account advisors with queries. He may have done the same.

I pm'd O2Georgina about the O2 promo re Samsung buds and she told me that O2 were struggling to meet demand as there were a few technical gremlins....I respond with that every time a query comes in about the buds. No point having advisors if we don't use their background knowledge which they share via PM. 

[Breanna]

Hi @pgn & @Cleoriff 

I can confirm that O2 have told us the 'Bring in other products' option has been disabled. It's not clear why @Obj was able to add the product so going to customer service was the right option here.

[Cleoriff]

Thanks @Breanna. Pleased I'm not wrong when adding that to a post 😊

[Obj]

Thank you for the clarification

[pgn]

Well, more for @Dave-O2 now, I guess: Given the restrictions in place with respect to adding other products to a single MyO2 account, is the blurb at the start of the O2 Web Top Up page now also just a bit misleading?

(Certainly until 360 migrations are done and the "Bring in other products" functionality is restored?)