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Level 1: Joiner
Posts: 3
Registered: ‎05-11-2019

Underground Wifi - Must Register This Device

Hello,

 

I upgraded my phone from a Pixel 2 to a Pixel 4 in October. Same number, new SIM/Contract.

Since then I've been unable to get on to the Wifi on the London Underground.

 

I have the Virgin Media profile come up, I click O2, I put it my number and then it comes up with a red box saying I must be registered with O2 Wifi - it also says it will send me a text, but it NEVER does...

 

I already am registered with it and could still connect to hotspots. I came across this thread on the problem (https://community.o2.co.uk/t5/Discussions-and-Feedback/Virgin-Media-Tube-Wifi-and-o2/m-p/709211/high...) and followed the instructions to have my device "forgotten" and then re-register it, but tried again to connect to Tube Wifi and still getting the same error.

 

I tried contacting CS, but the woman didn't really understand what I was after.

 

Also when I log into My O2 account it still shows my old Pixel 2 as my device and i can't see anyway to update it - could this be part of the problem?

 

Any help, greatly appreciated.

 

Thanks

Posts: 109,092
Topics: 561
Solutions: 14,438
Registered: ‎04-04-2012

Re: Underground Wifi - Must Register This Device

@timbow1982 

All fixes known to us are on the thread you have linked to.

If all that is still not working for you, customer services are your only hope.

You could start by asking them to update your phone though as that won't be helping.

Guide: How to find help & contact O2 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Community Manager
Posts: 7,808
Registered: ‎23-07-2014

Re: Underground Wifi - Must Register This Device

Hi @timbow1982 , as it's been a few days since you posted about the wifi issue, I just wanted to check if you managed to sort it out with customer service in the end? Smiley Happy

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Level 1: Joiner
Posts: 3
Registered: ‎05-11-2019

Re: Underground Wifi - Must Register This Device

No, not yet, I haven't had chance to go into a store. Aiming to do it this week
Community Manager
Posts: 7,808
Registered: ‎23-07-2014

Re: Underground Wifi - Must Register This Device


@timbow1982 wrote:
No, not yet, I haven't had chance to go into a store. Aiming to do it this week

Good morning, thanks for coming back to give us an update @timbow1982 ! Let us know how it goes at the store. Smiley Happy Hopefully they will be able to help, but do let us know if you're still stuck after that and we can see if our Gurus have any other suggestions.

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? See if the My O2 how-to guide will help


If you'd like to take part, why not register? Smiley Happy
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Level 1: Joiner
Posts: 3
Registered: ‎05-11-2019

Re: Underground Wifi - Must Register This Device

Hello,

 

Just back from the O2 store and they couldn't help.

Unregistered my phone with O2 wifi and then re-registered it with both of the Wifi options in the store (5ghz and 2.4) Successfully registered with both, but then went to local tube station, tried to get on the Virgin Wifi and got the same message saying I need to regsiter my device.

 

Went back to the store, but they said they couldn't do anything else, they said I might need to reset my network settings...?

Level 9: Fired up
Posts: 140
Registered: ‎18-12-2019

Re: Underground Wifi - Must Register This Device

You say a new SIM? Did you port your number over? Is the text that you say isn't arriving being sent to the number on the new SIM which obviously you now no longer use? 

 

The reason I say this is because I had something similar on the 3 months free prime - the number associated with this is the number that came on my new SIM not my number I ported over to the SIM - this recently caused an issue when Amazon decided they wanted to send a OTA code to my number - only not my ported number, the orginal number on the SIM before the transfer.