Problems loggin when trying to do a sim swap.

[flora123]

I have a strange problem with my "my O2" account. When I log in, the landing page says, "you don't have any products or services in this My O2 account." I have an active PAYG sim that came with my Nokia.

Secondly, the other strange problem is, when I'm trying to do a sim swap, online. It asks me to login first to take me to the sim swap request page, however, when I enter my credentials and login it says " Oops. We've had problems finding your account. Click here and that should solve it." I click on "here" and I am taken back to the landing page that says "you don't have any products or services in this My O2 account", rather than the sim swap request webpage.

I have now managed to swap the sim over via the text service, by texting SWAP to 20220. However, the problem with the online account is still annoying.

[MI5]

@flora123 

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.
Thanks.

[flora123 · Accepted solution]

Thank you for the suggestion. It's a little annoying that they've decided to pull the plug on PAYG live chat.

TLDR; I had to manually add the PAYG to my " my o2 " account.

Anyway, I called customer services through the free number 4445 and the solution was simple. On the landing page, " you don't have any products or services in this My O2 account ", there is a button that says " add product and services ". I was told to click it, and then I was taken to another webpage where I was taken through a 3 step process to add my PAYG number to my " my o2 " account. Solved. Now when I log in the landing page shows my mobile number and the balance, previously it showed " you don't have any products or services in this My O2 account. " 

Adding the PAYG number to my " my o2 " account also solved the sim swap log-in issue I was having. Now when I attempt a sim swap, it takes me straight to the sim swap request page.

Looks like it was an account creation issue - it should have automatically linked the " my o2 "account to my PAYG sim when I created the " my o2 " account some time ago.