"Add a contact number" and "Contact number already associated with another user" error

[Chris-p]

Hi 

I have recently upgraded to a Virgin media O2 account and was issued a new SIM included in the contract, customer services has transferred over my old number to the new SIM but now when I try and login to "My O2" I am confronted with "Add a contact number" I add in my number get a text with auth code but when I enter this I then receive the error "Contact number already associated with another user" I am unable to view or edit any of my account settings due to this error.

I have tried calling customer service regarding this matter but so far have been on hold for over an hour at this point without a response.

[MI5 · Accepted solution]

@Chris-p 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[Chris-p]

Thanks for the links, what is response time like on these websites?

What happened to O2 live support on the website?

Seems ridiculous I have stayed a loyal customer of O2 for their customer service only to find out years later there is none.

[MI5]

You should get a fairly quick response @Chris-p 

Live chat is unreliable and best avoided imho.

[AlanB]

I'm having the same problem & have just been to an O2 shop. They told me it was a problem caused by a change of software at O2. They have not yet been trained to solve the problem. The change was called 360 degree!

Like you I can't get through to anyone in customer service.

Did you find a solution?

Alan B

[Enlli]

Try Social Media

Message O2 on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.