Had emails for new phone at registered email account for old phone, but can't get account for new ph

[catlady1]

So  few months ago I set up a new phone with 02 sim and have been making monthly payments for it. But it isn't registered on my original account, and as the emails about the new number have been sent to the same email account as the old number I don't know how to either add the new number to my original account, or even get into the new account, assuming there is one.

I'me struggling with o2 virtual assistant because neither of my devices is a smart phone and you have to use an app to message with a human, it seems. (I'm doing this on my Macbook.)

Mainly I just need to change the number of rings before voicemail kicks in on the new phone, as it only rings twice.

[MI5]

@catlady1 

See guide for voicemail. There is a MyO2 option if the codes don't work.

Guide: All you need to know about O2 Voicemail 901 

For account access, contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X)  (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[catlady1]

I'm not on social media and I have a co dition that means I usually can't make phone calls.  Ironic to have to have a phone at all tbh! But it needs sorting, as my old SIM card is going to stop working, according to 02.

[MI5]

@catlady1 

Then you need to go in store and take photo ID with you.

• Find a store

[catlady1]

I don't have photo ID.  I'm not a driver and don't go abroad.

[MI5]

Can't help any further then, sorry.

I have given you all the options that O2 have available to customers.

See if anything here helps, but it still requires you to make contact in the first instance.

https://www.o2.co.uk/access-for-all

[MI5]

Might be a good idea for you.....

https://www.citizencard.com/apply-for-a-uk-id-card-online#:~:text=CitizenCard%20proof%20of%20age%20%...).

[catlady1]

So it seems that even if you've had the same phone no for years, you can't do anything at an O2 shop if you don't have a driving license or passport?

The situation is frustrating as O2, like other companies, is stopping supporting old SIMs. And because my phone isn't a smart phone I can't change the number onto a new SIM card.

What can I do for ID?  Everything is costly, takes a while, and so on, and here I am with a new phone (also not a smart phone) and unable to access it via an online account even though I'm paying O2 monthly by direct debit.  They're happy to take my money but not provide a joined up service??

[Bambino]

@catlady1 You have to be able to prove who you are. Do you have your birth certificate or any photo identification? Do you have utility bills with your name and address on them? 

[MI5]

Best to stay on one thread to avoid confusion and duplication https://community.o2.co.uk/t5/Discussions-Feedback/Had-emails-for-new-phone-at-registered-email-acco...

How old is your old sim?

Mostly they are triple sims and can be converted to different sizes for use in different phones.