Old device showing on My o2 account online

[Rose_23]

Hello there. 

I bought a 4s handset from a friend back in 2015. I then went to an o2 store to get a sim only deal which I ended up having until October 2020. In October last year I went to an O2 store to get a more up to date handset. I wanted to keep my number so the sim from my old 4s was transferred to an Iphone 11. Along with this my tarriff was refreshed so I had more data allowance etc. Now when I log into Myo2 account online to check everything my device is listed as Iphone 4 s and the IMEI code for my 4s despite everythinn else being correct ie my new tarrif and insurance is noted. However the emails I have received form O2 regarding my insurance on  my Iphone 11 have ther correct IMEI code. How do I go about updating the Phone name and IMEI code? I tried to call customer services but coudl not get through. Any advice would bve very much appreciated. 

[Cleoriff · Accepted solution]

Hi @Rose_23 

Firstly try rebooting your phone to see if anything changes re your device.

If not...

You need to call O2. All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[Rose_23]

Hi Cleoriff. 

Thankyou for your email. I have tried rebooting my Iphone 11 but to no joy. Will call customer services. Before I do though where can I find my IMEI code on MyO2 online account? Can't seem to locate it now. 

Also hen I have searched settings of my Iphone 11 I can see a IMEI code as well as an Digital Sim IMEI code. Which one would I need to make sure customer services add to my My02 account? 

Thanks again.

[Cleoriff]

@Rose_23 

All info about finding IMEI here

https://www.o2.co.uk/help/device-and-sim-support/imei-explained 

[MI5]

@Rose_23 

You have 2 IMEI numbers as the iPhone 11 is "dual sim"

*#06# will display both, the first one being the physical sim and the second one the eSim.