account issues

[Taff]

I changed my Monthly contract to payg, keeping the same number, 2 years ago. I have been unable to access info on it via my O2 account because it will not register the change of account type. It only displays the ending bill of the old monthly contract. It refuses to register the number as payg on the site stating that it's already allocated to an account (the old monthly one) and refuses to allow any change to the account. If I try to 'bring it in' it tells me to sign in with a different account for the number (which doesn't exist and can't be created as it's still listed on the old monthly one). I keep going round in circles, and the telephone help does too if they attempt to fix it. Any ideas on how to sort this? Has anyone succesfully managed to change the type of contract on their existing number/O2 account?

[jonsie]

Any help @Martin-O2  @EmilieT ?

[Anonymous]

Does the account need resetting

[Cleoriff]

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@Anonymous wrote:
Does the account need resetting

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Probably @Anonymous. As we know, accounts for contract and PAYG show completely different information in My O2.

In fact when I was PAYG I never used MY O2 at all. Everything I needed was accessed via my phone or calling 4445.

[Anonymous]

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@Cleoriff wrote:

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@Anonymous wrote:
Does the account need resetting

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Probably @Anonymous. As we know, accounts for contract and PAYG show completely different information in My O2.

In fact when I was PAYG I never used MY O2 at all. Everything I needed was accessed via my phone or calling 4445.

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I was the same. On payg for many years, never used myo2 until I moved onto contracts. Now I use it regularly & very useful 

[EmilieT]

Good morning @Taff, I was wondering if you were still having issues with this? If you are, I'd happily ask one of our gurus to look into it for you and see how we can get it all in order  

Thanks @jonsie for the mention, and everyone else for the advice!