username not recognised/ but then states its already registered?

[Shadowhunter]

Hi I'm having issues logging in online. It takes at least 20 mins each time as turning off my wifi and using mobile data has never worked for me.  Each time I log in it tells me my username is not recognised (using the only email address I've ever had!)

I have to find my o2 username and it will then tell me my password is wrong and I have to reset that. I then get the choice to change my username to my email address but its telling me the email address is already registered!  How can it be registered but unrecognised at the same time?

I can only assume it was linked to a previous o2 telephone number I had but have no idea how to resolve this. Chat online never seems to be available these days and they dont seem to be answering phones either.  

Anyone else had any issues like these, maybe someone can offer some advice?  At my wits end and thinking of changing companies when my contract ends.  

[Bambino · Accepted solution]

@Shadowhunter Best time to call customer service is between 8-8.30 am to avoid a long wait. Do not use Live Chat. You'll have to persevere until you can speak to someone.

Edit: 202 from your mobile is free and is the best way to try to get through. https://www.o2.co.uk/contactus

[MI5]

Do you have a different email address you can use to create a new account?

[jonsie]

It's quite possibly that the log in details are for your old account. You should have received new login from customer service who will be able to help reset it for you.
Have you gone down the forgotten password link?

[EmilieT]

Welcome to the forum, @Shadowhunter 

I'm sorry to hear you're having some troubles log in online. Did you make any progress on this since you last posted, wiith the help of our other members above?