I'm genuinely baffled by how difficult O2 has made something as simple as updating my address.
I'm on PAYG and want to upgrade to a monthly contract (better value, WiFi Calling, VoLTE access). Simple enough, right? Wrong. The online signup shows an address from years ago that I haven't lived at, and there's literally no way to update it.
What I've Tried:
1. My O2 Account Profile - No option to change address
2.Chatbot - Gave me a link to a page that doesn't exist
3. Customer Care (Saturday) - Told me to do it myself via the app. The app has no address change option for PAYG customers. Then told to visit a store with ID.
4. O2 Store (Angel, London, yesterday) - This is where it gets truly ridiculous:
- Staff attitude was pretty poor from the start
- Told me they couldn't help and I had to do it myself (despite being told by phone support to come in!)
- After checking my number, they said I'm on the "old system" and updating my address "isn't possible"
- Offered a 2-year contract in-store instead, but that's not what I want
- Asked about migrating to eSIM in the meantime, told they don't have eSIMs available. It's a QR code!
The network coverage and speeds are actually quite good. But the customer support, especially in-store, has been genuinely awful. I'm being actively prevented from giving O2 more money for a better contract because of a basic admin issue that should take 30 seconds to fix.
Is there an actual way to update my address so I can get the contract I want online? Or am I stuck in this Kafkaesque loop forever? This really shouldn't be this difficult, but O2 seems to have made it impossible.
