O2 Open: Not getting the validation email

[danpaul88]

Hi,

I'm trying to register on O2 open but I'm not receiving the validation email (and I've already checked that it isn't in a spam folder or something). I've tried both variants of our email domain at work and clicked the resend link a few dozen times - still nothing.

I was told in store when I got my new contract that I can use my payslip and NI number to validate with O2 open instead, but I can't find any link that allows me to send that - the only options I have are to resend the validation email, change the email address or change the company code (which, upon trying it, leads back to "give us an email address" with no other options).

Is your website broken at the moment? Can I validate by payslip instead and, if so, where do I need to go to do that?

Thanks

[MI5]

Hi @danpaul88

You should finf the help you need here but if not, please call customer services directly 

https://community.o2.co.uk/t5/How-to-Guides/O2-Open-amp-Friends-and-Family-discounts-How-to-sign-up/...

http://www.o2.co.uk/contactus

[Cleoriff]

Hi @danpaul88 No the website isn't broken. Have you followed all the steps in this guide?

https://community.o2.co.uk/t5/How-to-Guides/O2-Open-amp-Friends-and-Family-discounts-How-to-sign-up/...

[danpaul88]

Hi @Cleoriff and @MI5, thanks for the link. I have followed the steps in that guide as well as I'm able, but I'm stuck at step 2. When I provide my works email address I don't get any email sent through, so I can't validate my account.

The guide says you can;

"Alternatively you can give us your National
Insurance number and upload a recent copy of your payslip.
We will check these details and send you an email to your
personal email address to let you know that you've been
validated successfully. This will take up to three days."

But I don't see any way to actually do this on the O2 Open website - is there an email address I'm supposed to send this information to?

[MI5]

Easiest way is to call customer services on 202 to get help as we can't do anything with your account from here.

[EmilieT]

Hi @danpaul88, have you contacted Customer Service as advised since you last posted? If so, any progress? 

Let us know if you need more help 

[Yellowcat]

I am experiencing a similar problem. I am current on maternity leave and so my last payslip is from February. I work for the NHS and I am not getting  the validation email to my NHS account. I have contacted my local IT department for the service I work for and the nhsmail helpsesk neither of which can whitelist the o2 email address. What are my options? 

[MI5]

@EmilieT May be able to help you too?

[danpaul88]

@Yellowcat I'm still trying to get mine done - I spent an hour on the live chat with O2 yesterday and they weren't able to resolve it - they kept pointing me to the page with inputs for company code and work email address (and NO fields for NI and payslip) and telling me to use the non-existant NI and payslip fields.

I suspect they've changed the O2 Open website very recently to remove those fields without actually telling anyone they've done it and somehow broken the email verification in the process 😕

The live chat advisor asked me to ring them on 202 so I'm going to try that today... but it's tricky since I can't use the phone in my office and I can't use my work email from anywhere BUT the office, so I can't check for any emails that might arrive whilst I'm on the phone to them.....

[MI5]

Is @EmilieT not helping you now?