Transferred number and balance not showing on website

[Cumbriacalling]

Hi there

My balance has been transferred from my old number and I'm using my old number on my new phone, but on this website, the only device listed for me is the number that came with the phone (i.e. not the number I'm using) and it shows a balance of 0.00. When I call to check balance from the new phone, it gives the new balance correctly, but how can I get the website to display the correct number (i.e. my old number) and balance, please?

As ever, this is probably very basic, but if someone answers, it could help others in future – thank you!

[Cleoriff · Accepted solution]

Hi @Cumbriacalling

It may just update itself today. If not give customer services a call

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

[MI5]

I've got a similar issue with myo2 not updating so I need to give them a call later myself.
Seems to be playing up just lately.

[Cumbriacalling]

Thanks for the replies, but this isn't a recent balance top-up – I'd totally understand if I'd just topped up and it wasn't showing. I bought this new phone almost a month ago and had the SIM changed to use my old number at that point and the old balance was transferred and I sent my first couple of texts from the new phone no problem back in July, so it has obviously transferred ... but when I log on to My 02 it displays the wrong number and a balance of 0.00 and this, as I say, is from almost a month ago. It's not urgent as I hardly use the phone, but unless someone can direct me to a menu item on the website where I'd be able to do this myself, I'll do a chat or call Customer Services at some point.

Cheers.

[Cleoriff]

@CumbriacallingI would certainly give customer services a call. They will probably have to reset your account. Only they can do that.

[Cumbriacalling]

OK, thanks, I will do at some point. I guess I imagined it happened automatically, like when you upgrade/change a bank account - the bank would transfer the balance, give you a new account number and everything would be done - but no worries, I can ask Customer Services about this.

Thanks again.

[MI5]

It should be automated but like I said it seems to be playing up just recently.