Second number on My O2

[Stef97]

Hi everyone,

I've been a pay as you go customer for years but recently got my first contract! I've had the phone over a week and all seemed to be going okay, but I tried to add a bolt on and nothing was happening. I checked the My O2 app and it says there are two numbers attached to my phone? One of which I dont recognise at all - this is the one I am paying monthly for apparently and adding bolt ons to. I can't seem to use this account, the other one which is working is my pay as you go. Can anyone help? I put my old sim card in this new phone but really don't know what I've done wrong. Thanks!

[O2Jenny]

Hello,
When you take a new contract its with a new number, then you need to port your oay & go number over.

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

[MI5]

@Stef97 

Give customer service a call to check your account.

All numbers to try here Guide: Coronavirus Community Help and Support 

[LukasB]

Hey @Stef97 just checking if you got this sorted out or if you need more assistance?

[Stef97]

Hi Lukas,

I rang 02 but and got a new sim card but the problem is still the same. I can't send texts from this new number, I've tried ringing customer support but cant get through. I can see on the my 02 app that this is apparently my new number but it doesn't seem to work.

[Stef97]

I actually cant even text o2 from this number lol

[gmarkj]

As this is not fixed I'll tag the gurus on duty this morning @O2Kyle and @O2Elliott to see if they can help.

[O2Kyle]

Thankyou @gmarkj.

@Stef97 I have sent you a private message so i can take a closer look at this one for you.