I have a mobile phone originally set up and registered with Virgin Mobile over 20 years ago. The phone handset (which is not a smart phone, has only voice and texts, no internet online facility or apps) is now used regularly by my wife. It is on an open-ended Pay Monthly tariff. Payments are made by Direct Debit.
The account was registered with Virgin Media. I used to be able to log in via the Virgin Media website to check the details, but have not done so for some time. Now an issue has arisen over the DD arrangement. I need therefore to access, manage and possibly amend the account.
I find I cannot do so at Virgin Media, for two reasons. First, the original registration with Virgin 20 years ago had as login our "...[at] virgin.net" email address, which was closed down and ceased to exist many years ago as Virgin regarded it as a 'legacy' email address and would no longer support it. So that email is no longer recognised. Second, Virgin Media (whom I have contacted) say that all former Virgin Mobile accounts have been transferred or migrated over to O2, and the Pay Monthly accounts (such as this one) will have been "automatically registered" now to O2. And it is true that the DD is now collected by O2.
But I cannot see how to login and access the details of that - former Virgin Mobile - Pay Monthly account via the O2 website. And there seems no way of communicating effectively and directly with O2 to find out. The telephone support line is impenetrable, the Help and Support FAQs irrelevant, and the 'virtual assistant' bot is useless. There is an option to write and post a letter (yay!). But no email or online facility. The only option for online written help-requests is via this Community Forum.
I should note that I am able to access the O2 forum (as I am doing now), and can log in to "MyO2" because I have another phone which had an O2 number and PAYG account, on the basis of which I set up my own "MyO2" account. But it appears I cannot add my old, original Virgin Mobile device/number/account to "MyO2"...... because when I click the option to do so, I get a message which says "... that number is already registered with O2". Yes - but how do I access and manage that account?
Virgin Media have said they cannot assist as the account has been migrated to O2.
I therefore need to know (a) under what email address my old Virgin Mobile is now registered with O2.... because if it is still the 20-year-old redundant 'virgin.net' email, that will no longer be recognised and so cannot be used, for example, for a password re-set; and (b) I will also need to know - and/or to change - the password required to access the account via O2.
Advice, guidance, and a solution to this problem would be greatly appreciated!
