Wrong model and EMEI number on My02 account

[Mike5]

I changed my phone from an iPhone 5 to a iPhone 8 but my account still shows the old phone. I have been using the new phone for about two months now so any automatic update should have already occurred.

Customer service have no idea and keep passing me around.

The main issue is that I am not seeing the WiFi calling option on my phone as the network probably thinks I have an iPhone 5 and that’s not compatible.

[MI5]

@Mike5 

Only customer service can manually change the phone type for you.

Keep onto them Guide: How to find help & contact O2 

[jonsie]

Unfortunately only customer service can put this right for you. I'll mention @Martin-O2 and @Marjo to see if they can help you on Monday.

[pgn]

It took about 2 months for the IMEI on my MyO2 to catch up, and that was after an upgrade in an O2 Shop.

If you still have problems after that time, you may need to contact O2, here's how:  http://www.o2.co.uk/contactus

Good luck, @Mike5 , and

 

[Mike5]

Thanks! The challenge here is customer service appear to have no idea how to do it. I have even been transferred to Apple. I hope Martin or Marjo can help.

[MI5]

---

@Mike5 wrote:
Thanks! The challenge here is customer service appear to have no idea how to do it. 

---

It seems that with the outsourcing of customer service, only the most basic tasks can be accomplished these days.

It's appalling that customers get a run around from poorly trained CS agents and have to come on here for help from community admin.

O2 need to get a grip !

[Martin-O2]

Cheers for the tag @jonsie!

@Mike5 I've replied to your message. Please take a look and get back to me when you can. 

[Mike5]

Hi Martin 

Any update on my issue? I sent you a private message on the 9th.

Thanks, Mike 

[Mike5]

Yeah. I live and work in an area where the O2 service is very poor and due to this update issue I am unable to now get WiFi Calling. The service from CS is very poor. I have also complained in a number of ways and have not received a single call or contact from anyone at O2. Have been a customer from the start of O2...

[Martin-O2]

@Mike5 I've escalated it to our Guru team and I'm waiting for a response. I'll give you a shout as soon as I hear back.