O2 priority stopped working

[danimr]

Hi all, been using o2 priority for a number of years now and after a recent update, the app stopped working altogether. It gets stuck on the welcome page/video and prompts 'log in with o2' - clicking that will go back to the welcome page/video, so it's an endless loop.

The web version on https://priority.o2.co.uk doesn't work either. It always goes to 'https://priority.o2.co.uk/authentication/error'

The error reads: 

Something went wrong

Looks like there was an error. Please try again or come back later.

Been like this on both browser and app for a week now. Tried chat / 202, no avail. Advisors keep saying enabling location service, delete/reinstall, but I have done that dozens of times over the past week and besides, I used the app for years and the issue only happened recently. Any advice? Anyone else has the same / similar issue? 

Thanks so much!!

[Enlli]

Just tried both the Web and the App and all are working fine for me. App up to date 

[Oxonian]

@danimr 

I used the Priority app on two different 'phones today without issues. 

The Priority app was recently revamped and then, very soon afterwards, was updated - possibly to iron out bugs in the new interface ? 

Why don't you try deleting the app, restarting your handset and downloading the latest version ? 

How old is your 'phone ? I am just wondering whether the new "glitzy" interface won't run on some older handsets. 

Please let us know how you get on. 👍

[danimr]

Been deleting / reinstalling / rebooting for about 20 times now, since last Tuesday. Phone is on ios 17.4.1, and it's indeed after the update the app stopped working. My O2 bills before March 2024 also all disappeared... Seems that they messed up some data migration / update stuff... 

[pgn]

That 360 back-end upgrade has affected thousands of VMO2 Customers in myriad ways, @danimr - all you can do is keep pounding on O2, via Social Media using the link below, until you get a resolution. Good luck!

[Oxonian · Accepted solution]

They did @danimr, but I don't think that is connected to your O2 Priority issue. 👍

Can I suggest that you give O2's social media team a chance to address your issue ? You do need to contact O2 as, unfortunately, this is a customer to customer community so we cannot offer direct help. You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

They might take a couple of days to respond so do ping them an occasional reminder.  

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[danimr]

Thanks - good to know it's not just me. Trying on social media now, because earlier have been calling 202 for 40 minutes and they didn't provide any useful solution. Will report back.

[danimr]

Tried to use another o2 number to log into the app on my phone, it worked. I can see it's a completely new look / interface. 

logged out and tried my number again, no luck. So not an issue with the phone or app, but my account. O2 failed whatever they were trying to do miserably. Will update the forum when resolved.

[pgn]

@danimr - as mentioned above: O2 have messed up a system update which is affecting thousands of customers.

1) You can use alternative email to gain access. Contact O2 as below, and give this new address to O2.

2) Or you can request the original email address be released from the original account, so this can be added to the recently-migrated 360 account (this can take up to 28 days, however should be done sooner)

You need to contact O2, so do message them on Social Media: Facebook (https://o2uk.co/O2CFB , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Guide: How to find help & contact O2 

Good luck!

[Oxonian]

I think two different queries have been conflated here @danimr ; are you having issues with MyO2, with O2 Priority or with both ? I am not sure that any MyO2 login issues are connected to your problems with O2 Priority. 

Please confirm the position reached and whether you need more help ! ❓