Registered email on cancelled contract

[Hannah12]

I cancelled my contract with o2 over 2 months ago and started a new one so it could be in my name. When I have tried to register my email address with my new account it says it is still registered with the old account. However, I was told it would automatically be unregistered a month after the contract was cancelled. When will my email address be unregistered from the old account and become available for my new account?

[MI5 · Accepted solution]

@Hannah12 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
Advice from an O2 Guru regarding a way to get through:
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.