Changing account but not number

[BethBirley]

I had a BlackBerry keyone that I purchased at car phone warehouse 2 years ago and has now died . I went to get an upgrade but could not remember my light in details so had to make new account but despite my working this out with chat support at 02 yesterday they cannot move my details across not can I do a switch as my old phone is now just a black screen. I am a vulnerable adult and getting zilcho support from 02

[Bambino · Accepted solution]

@BethBirley I'm not sure if this will help, but it's worth taking a look at: 

https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

Only other suggestion is to try customer service again in the hope that you get a more sympathetic rep on the call. Not knowing your old log-in details doesn't help matters, but there must be other security questions they can ask to verify who you are. 0800 587 4005 seems to be the best of the numbers in the link below.

Guide: Coronavirus Community Help and Support 

[LukasB]

Hey @BethBirley just checking on you. Did you manage to resolve this issue or do you still need assistance with this?