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.

[Enlli]

Phone up the local store and explain your situation and what you want to do. Then ask what ID would be acceptable. Managers can give leeway if so inclined 

[MI5]

Most unlikely without recognised photographic ID esp considering how hot O2 are on fraud these days.

I wouldn't want anyone doing anything on my account with 100% proof and certainly not a sim swap.

[catlady1]

They require photo ID, literally the computer system won't accept any other and they have to type in (or scan, I dunno) the number from your ID.

I have a birth cert of course and a change of name deed as well, and they won't accept them.  I have various other ID inckuding a bus pass with my photo on, and bills and formal correspondence eg voting register stuff. None accepted.

[catlady1]

My SIM is really old, pre the mulitsize ones you mention. I got it with my original mobile phone around 2000, or so.

[catlady1]

I went in myself a while ago, about the old SIM.  They told me directly you have to have a photo driving license or a passport. Nothing else, because they have to type/scan in the the number to verify it.  They seem to not even have discretion.  I took in everything else I could find that clearly proves who I am, they wouldn't even look through it.

[catlady1]

I have LOTS of other ID, but like a lot of people with little money I don't do the expensive unnecessary things like driving or going abroad.

I'm still allowed a postal vote.  How does O2 need ID that you don't need to vote??!

[catlady1]

I'm not trying to do a SIM swap now.  I have a new SIM with a new number, but I have no access to the account, if there even is an account, and I can't add it to the account with my old number.  So O2 are still contacting me via the old phone that will stop working when they stop supporting old SIMs. If I could add the new number, and then make it the main contact all would be well. I already have the new SIM/number, and they have emailed me about it, and posted it out to me.  It's just not joined up. They're happy to let me continue paying them for both SIMs tho!

[MI5]

Which I answered right back at the beginning.

It may be that you need to make a social media profile on one of the platforms for the purpose of contacting O2 unless you are willing to call them.

Guide: How to find help & contact O2 

[catlady1]

The original SIM, that is.

o2 sent me a new sim which is in the new phone and works, obvs I've had to tell everyone I have a new number, but there's no choice if the old SIM will stop working.  But now I can't get access to an account for the new SIM, even though o2 emailed me about it and also posted it out to my address. IOW they know who I am, they know about the old number and the new number, but I can't get access to an account for the new one, not can I add it to the original account for the old number.