Registering a new device

[polishprincess]

I've exchanged my old handset for an iphone. I've transferred my old number to the new phone, but the old phone is still showing on my account. How do I register the new phone on my account? I'm not sure if I can delete the old phone, and then add the new one.

[Cleoriff]

@polishprincess 

It should change itself soon, when My O2 has chance to catch up. If you have a pencil icon next to the number then you can edit yourself Settings> Phone> Edit number. Save and reboot phone.

If you can't do it yourself then you need to call O2. All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[polishprincess]

@Cleoriff 

The number shown is correct, its just that it's showing my old device, an old Nokia and not my new device which is an iPhone. Should I just delete the old device and add the new one? As I'm on PAYG, do I need to register my phone anyway??

[Cleoriff · Accepted solution]

@polishprincess 

If it 's showing your new number it doesn't matter what device is showing. I know mine didn't show it was a Note 8 until I edited it myself. It didn't show the device at all.

Give O2 a call if you can't change it yourself. They can reset your account.

You register your PAYG device by topping up.

Guide How to Top Up (PAYG)