SIM Swap for old number, lost phone, can’t access account

[stephenward]

I have a main o2 account and a 2nd account for an o2 contract I took out with carphone warehouse last year.

I don’t have this phone anymore and I can’t access the account because the email address is the same as my main account and the username has a weird o2 email address as the username. If i try a password reset it resets for my main account not the 2nd one.

If i try to link the accounts through the ‘Bring other Products’ link, it needs me to login to the 2nd account and if I try to do a SIM Swap it wants to send a code to the number I want to bring over and I don’t have access to that.

I’ve tried all weekend trying to sort it out both in an o2 store, on the phone and through chat but no luck.

It’s all very confusing to me!!

Has anyone had a similar experience and if so, how did you resolve it?

Thanks for your help!!

[MI5 · Accepted solution]

Sounds like customer services are the only ones likely to be able to sort this out but you might have to keep trying until you get someone who knows the right buttons to press.
Definitely call though, not chat. http://www.o2.co.uk/contactus

[EmilieT]

Hi @stephenward, did you contact Customer Service as suggested above? Let us know what they said and how you're getting on with this 

[stphnwrd]

I was finally able to sort out the problem. Customer Services were able to access my 2nd account and change the email address so I could do a password reset. Then I was able to link both accounts using the 'Bring Other Products' option.

I then went into an O2 store were they kindly did a sim swap for me so I'm now able to use the 'lost' number on a new phone.

The first few people in customer services didn't seem to understand the issue which was frustrating, then the last woman I contacted in Customer Services got it straight away and got me access to my account in around 5 minutes. So it helps if you speak to the right person.

Happy it's resolved and thanks to O2 Customer Services.

[EmilieT]

Great news @stphnwrd, I'm glad to hear it's all sorted now