Change of name/ address and lost phone!!!

[Anonymous]

So this is pretty hilarious...

I lost my phone last week on pay monthly. Unfortunately I hadn't got round to changing my address on my account so there is no point in being sent a new sim. I also only have photo ID in my married name (my account is in my old name) so can't go into a shop.

Can't seem to activate anything without having access to my old phone number ahhhhh!

[jonsie]

Have you tried calling them? You should be able to take suitable photo  ID into a store

[MI5 · Accepted solution]

Start of calling customer service to update your address details.
Change your name with this form
http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(HomePhone...
How to report loss
https://community.o2.co.uk/t5/Other-Products-and-Services/Lost-or-Stolen-O2-Device-How-to-Report-it/...

[Anonymous]

They have told me they can only change my address if they can send me a code to my phone! But I will try to change my name. Thanks

[MercedesS]

Hello @Anonymous, please report your lost phone!!!! 

To be honest, I am PASG so I cannot change my address but, I thought that "pay monthly" could change it by using MyO2 on a PC, if you can access the forum... 

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@jonsie wrote:

You need to open your latest bill and you will see the option under payments. 

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Please let us know how it goes

Thanks @MI5 and @jonsie for the help! 

[jonsie]

You need to be able to receive a text to your registered phone to change address in My O2.

It's vital to keep your details up to date. 

[MercedesS]

What makes sense!   @jonsie and @Anonymous for the confirmation! 

@Anonymous, did you report it lost and CS didn't help you?  Let me send you a Private Message to understand it better ok? Looks like they are not helping so much 

[MI5]

Customer service can establish other ways of confirming your identity rather than sending a text if you call them and explain but a report of a lost phone on file will better support you in this case.