Solved: Cannot view Pay Monthly bill on MyO2

Anonymous · ‎12-11-2012

Hello folks - From my desktop computer, I cannot view my bill and charges from either the MyO2 tab of the website or the "Your O2 Bill is ready" email. I am simply told...

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https://mymobile.o2.co.uk : Thanks for visiting the MyO2Services Website.

My O2 section of the o2.co.uk site is not accessible
We're sorry, an application error has occurred. Please try again later.

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I have been a long-term O2 customer with an old Nokia 1100 on the Pay and Go Talkalot tariff and today received a new iPhone 5 on the Pay Monthly On and On tarrif. I wonder my account is still thinking the Nokia 1100 is my only phone?

Hardware : Mac Pro 2010

OS : OS X 10.8.2

Browser : Safari 6.0.2

Prior to purchasing my iPhone 5 through the O2 website, I was able to view my account details and credit for the Nokia 1100 through the MyO2 website as usual. It is just since today that I cannot get in.

If I try the mobile app with a wifi connection, it shows my my Nokia 1100 as the default phone and gives me the remaining balance, tariff details and so on. There does not seem to be a way to switch over to the iPhone.

If I tap the O2 Home button on the mobile app, I see the mobile version of the O2 website. If I tap My O2 there, I see the iPhone account with the On and On monthly tariff instead of the old Nokia 1100 details.

If I then tap the Full Site link and sign in, I get exactly the same error message about the MyO2 section not being accessible.

I wonder if my account has been set up correctly or is there a temporary outage on MyO2?

Anonymous · ‎19-11-2012

This "Go To MyMobile" issue has now been resolved successfully and I thought I would outline how it happened so that other folks can avoid my mistake (since it was me that caused it be using the O2 account page in a way for which it was not intended).

1. I had an old Nokia on Pay and Go which was registered on the website with an O2 login similar to my name. I have had this phone for about ten years or so.

2. I bought the iPhone on Pay Monthly last week.

3. Instead of creating a new account for the Pay Monthly phone then using the Link Accounts function to tie the two accounts under one umbrella, I edited the original account. I changed the login to be my email address then changed the phone number to match the iPhone.

This meant that I had totally confused the O2 computer. It knew I had a Pay and Go phone but the mobile number seemed to be Pay Monthly. It couldn't cope, hence the error.

The key flaw in the O2 website is allowing the user to edit the mobile number associated with an account. It would be better to remove that function and say "If you get a replacement phone, just create a fresh account and use the Link function to tie them together".

I have to say that the staff have been fantastic helping me sort this out - it only took four phonecalls too. The first call resulted in "the phone is new, give the computer a couple of days to catch up". Fair enough and reasonable too. The second call resulted in an internal ticket being raised after the callcente staff duplicated the problem. The next call was an "Any news yet?" query with a request to allow it one more working day. Today's call was good because I seemed to get through to one of the long-term staff with experience. She understood the issue and said that all they would have to do was to get the Pay and Go team to delete the account details of the old Nokia and its number and it should then be fine.

Sure enough, a couple of hours later everything was fixed. The longest I was on hold was today for ten minutes while the staff member spoke to the manager of the internal ticket team. A UK call centre for every call too which is very good.

Well done O2. A difficult to diagnose account issue resolved quickly.

View solution in original post

perksie · ‎12-11-2012

It's fairly normal for O2 systems to be not working correctly, if you give them a nagging on the phone they will sort it out for you eventually.

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Liquid · ‎12-11-2012

Just want to say thank you for the best description of a problem I've seen:)

It sounds as though your account hasn't beehyped dated to reflect the new phone. Your only option as perksie has said is to phone CS and ask them to update the account.

You appear to be receiving emails for the iPhone 5 bill yet your myo2 account is showing bills for your nokia(which doesn't exist)

Nothing sucks more than that moment during an argument when you realize you’re wrong. So Ive been told

perksie · ‎12-11-2012

It is rather good isn't it?

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1

Liquid · ‎12-11-2012

Wish everyone was like this:) shame it's not something we can fix for op:( be nice to log into O2 and just do it haha.

Nothing sucks more than that moment during an argument when you realize you’re wrong. So Ive been told

Anonymous · ‎12-11-2012

I will check again in the morning just in case it is a temporary thing but as you say, calling in is probably the best thing to do.

Thanks for the welcome by the way. I presume you just tend to get folks ranting in here... which is not particularly helpful. The Virgin Media forums tend to be similar too.

Liquid · ‎12-11-2012

We have our fair share:) everyone's welcome to an opinion it's just a shame when I can't really work out what the opinion is haha.

We've got a great community:) lots of active helpful people:) banter is some of the best I've seen:) (mines the best obviously;))

Let us know how you get on:) we've had a few similar posts to yours, so it should be a simple and quick fix:)

Nothing sucks more than that moment during an argument when you realize you’re wrong. So Ive been told

Anonymous · ‎12-11-2012

I'll post back after I ring Accounts tomorrow.

By the way - the 3G reception here in Edinburgh seems pretty good. Full strength outdoors everywhere I have looked so far and only drops one bar inside a brick building with solid walls. I have the great fortune of living about 400m from an O2 tower.

perksie · ‎12-11-2012

Sounds good, if you get switched to 3G900 it may be better as it has better building penetration.

You can check the coverage here with your full postcode:

http://www.o2.co.uk/coveragechecker

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1

Anonymous · ‎12-11-2012

According to that map, I am already in the 3G900 area... and there is a second mast about a hundred metres from me that I never knew was there.

I had seen it but thought it was just antennas on a commercial building. Turns out they were renting their roof to O2. Bonus!

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