Forum Discussion

Dazza124's avatar
Dazza124
Dialled in
3 days ago

O2 Account won't Link

Hi Team,

I'm trying to link my O2 account so that I can see my bills, usage etc.I have followed the linking process and verified my email and received a code.

The next screen asks for my date of birth and mobile number and postcode. Once entered the site says invalid details. These details haven't changed since for becoming a VM customer.

FYI

I have been a VM customer for over 20 years and an O2 customer for 4-5 years. I have read on here there has been a number of different issues with linking accounts. 

I have spoken to a agent who mentioned known issues but that I would receive a email with a link to resolve it however that email never arrived.

Please can someone help me or point me in the right direction. Thanks.

3 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    3 days ago

    Hello Dazza124.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue validating your details.

    We are aware of this happening with some customers and are working behind the scenes to fix this.

    In the meantime, we have a handy help page here 

    Gareth_L

     

    • Dazza124's avatar
      Dazza124
      Dialled in
      2 days ago

      Hi Gareth_L,

      This isn't my first post as I have been a member of the community for many years.

      Unfortunately the link you sent is a generic help page and doesn't help me with my particular issue. As mentioned in my original post I spoke to a VM agent via live chat a few weeks ago who mentioned this and that I would be receiving an email which never arrived.

      Do you have an expected time frame on when this fix is expected to be resolved and how will this be communicated to customer like myself?

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        2 days ago

        Hi Dazza124 

        Thanks for coming back to the thread.

        Please try this;

         

        When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

        If you skipped this step during registration, follow these steps:

        Sign in with your Virgin Media O2 ID

        Go to Account settings, and then ID settings

        Tap Manage your products

        Navigate down and choose either Link your Virgin Media account or Link your O2 account

        Follow the on-screen instructions