Ex customer returning

[Chloe124578]

Hi all, 

I was an o2 customer previously and I would like to switch back to o2. I have no account with o2 at the minute and I have failed the credit check as my billing address on my o2 account does not match my current billing address. Can I change my address somehow? I do not have any accounts showing in my products and services page. 

Thanks

Chloe

[MI5]

@Chloe124578 

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[Chloe124578]

Aw thanks for the help MI5! I'll have to make an account for the occasion!! 

[Chloe124578]

Hey MI5 would you know if this is an issue that could be resolved today? No response on Twitter after 1 hour. They have a deal on the sim i'd like to buy that ends today and my current contract is up tomorrow is all. Totally understand if you've no idea as well of course lol appreciate the help regardless! 

[MI5]

@Chloe124578 

I'll ask @O2Emma to help you on here.

[O2Emma]

Hi @MI5 I will pick this up thanks.

[O2Emma]

Hi @Chloe124578 Sorry your having a issue with taking a new contract out , the old account you had with us that is closed we would not be able to change any details on it . This should not impact you getting a new contract under new address as the credit check is done with details provided for new contract , have you checked your credit score on Experian etc .

Thanks O2Emma

[Chloe124578]

Hi @O2Emma Thanks so much for reaching out! My credit score is 999 on Experian so I didn't think it was the issue. My billing address was pre-populated when I put the order through and it is my old address so I thought that was the issue for me! I wasn't able to input the address, do I need to follow a different process maybe?

Thanks,

Chloe

[Chloe124578]

When I go through the process it askes me to change my details in my o2, but I do not have an account that I can update the address through!

[O2Emma]

@Chloe124578  Are you selecting new customer option to put details in as you will be classed as new not existing .