Manage my details - cannot change address

[gmarkj]

So a colleague at work is moving house and needs to change the address on his account.

He logs into My o2 (website, not app - can't do it in the app as I have just checked) and clicks on the 'manage my details' link on the right.

When you scroll down to the section called billing address it gives you a link back to the My o2 main page!

To actually find the billing address, you need to click on the 'manage my...' link directly under the number on the account.

This loads the account page, and from here you need to click the link 'change payment details' - even though you are not actually changing any payment information!

When you scroll to the bottom of the bills page it finally shows your billing address with a link to change it (you will see your address under 'Billing address' - I have removed mine...).

Not the most intuitive way to find and update your address.

My colleague actually did it over live chat in the end (surely they can't get that wrong?), but would have been easier if the process was a littlel clearer!!

[gmarkj]

What should happen (in my mind) is that the link to billing address (second image) takes you straight to the section with the billing address (last image) instead of back to the main page.
I get WHY it does it like it does - if you have multiple accounts you might change the address of the wrong one.
Or you might only change the address for one account and not all...
Either way, it is not particularly clear how to get there!

[MI5]

It used to be easier but it was one of the "improvements" they made a while back.

[Cleoriff]

Even for someone with one device, it requires time and patience to get to the change billing address section....and yes it takes you on a loop back to the main page.

We have said many many times that the whole of My O2 needs a revamp.

Here's an idea.

When I click on the blue link stating change my billing address I should be taken straight to my billing address. That's it. Simple

[gmarkj]

That is what I thought!
But we can't make it that easy for customers is probably what the IT guys were thinking...

[jonsie]

I had the  same diverted, circular, and ignore toll toads and motorways route when I had to change my billing address before moving here. 

[MI5]

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@jonsie wrote:

I had the  same diverted, circular, and ignore toll toads and motorways route when I had to change my billing address before moving here. 

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Morning jonsie 

[jonsie]

Good morning Sir