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barry21's avatar
barry21
On our wavelength
16 days ago

I have a new o2 sim from starting a virgin deal but don't know how to set account up

I already have an o2 sim and account but I had to get another sim to agree a new Virgin TV, Broadband and Phone deal. 

I have the sim now but I don't know how to get an account for it. I have a text from o2 saying the new sim is activated and I have been emailed. But I don't have any emails, since I actually agreed the new Virgin deal and Sim I haven't had any email from o2 about the sim.

I need to have an account I think so I know the details of it so I can cancel it or so I can swap my current phone number to it and cancel my other one. But I can't find out how to set it up or do anything.

I called Virgin and they said that the contract is with o2 and to contact o2 but I tried to online chat with o2 and the guy said "so you ordered the sim through Virgin, this is o2, you need to contact virgin" and then just ended the chat. 

They have dlivered me the sim but the only contact I have from o2 is:

"you order has gone through NCblahblahblah and you can check its progress through My o2 and a link but when I click the link its just to sign in to My o2 but theres no order or anything for it. 

Then I have a text saying 07xxxxxxxx has now been activated. 

Then another text saying they've sent the details for direct debit and i've been emailed with more infortmation. 

But I have had zero emails from o2 since I "joined" them????

 

This is an absolute digrace, i've wasted hours and can't get anywhere. I started talking to o2 again telling someone the problems on online chat and they said I I should call them instead and left. Then I called o2 and I can't actually get the sim in my phone as im on the phone with them and I don't even have anything to open the sim thing to put the sim in anyway and they said they can only access the account by confirmation via text to the account or email but I don't know the email and I cant use the sim. 

wth

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  • barry21's avatar
    barry21
    On our wavelength
    16 days ago

    this is absolute torture, I put the sim in and called them back and then they aren't allowed to tell me what the name of the email address is as I think they must have spelled it wrong

     

    i read it to him and he said that is the email, then i told him when i sign into o2 on that email i only have one phone number and it's my old current number and the new sim is not on the account, he says the email only has one phone number and it's the new one but when i sign in it's not

    then I said just cancel the sim but how will i know it's cancelled and they said they will text and email me but i said i haven't had any emails so i won't get one and i can't be texted because it will be cut off. 

    I did it anyway and then was just sitting waiting when i noticed the call cut off, presumably he has ended the contract and then the sim was cut off but i've still had no emails from o2 saying anything and then obviously i cant be texted it's cancelled cause the number doesn't exist

    so now do i just need to wait and see if they take money or not lol

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      12 days ago

      Hi barry21 

      Welcome to our forums and sorry to hear you are having issues with your new 02 sim. We can understand the frustration caused, and we want to do our best to help from here. The following link can help you with setting up your 02 sim. If you are having issues with this, you will need to contact 02 directly. We truly want to do our best to help from here.

      Thanks, 

  • JonnyG14's avatar
    JonnyG14
    Dialled in
    12 days ago

    I sympathise as I have gone through the exact same nightmare !!  

    I renewed my Virgin Media Broadband / TV for another 18 months last week and was virtually forced to take a new Volt O2 sim as part of the deal, otherwise the new deal would have cost the same as without this new sim.

    I am also an existing customer with O2 (out of contract - just pay monthly sim) and was promised during the online chat that I could transfer my existing O2 number to the new Volt sim (I still have the chat transcript as proof).

    I got the same text messages as you about sim being sent, then the new number etc.  but no emails at all.  I spent hours talking to O2 and Virgin Media and got nowhere.   O2 would'nt let me through security as they (O2) sent me a security email but Virgin Media had spelt it wrong (just like you) so I failed security !!

    I put a formal complaint into Virgin Media (& got a reference) but have heard absoltely nothing from them.  I complained about (1)  being lied to as I can't transfer my existing O2 number to the new sim, (2) they entered the wrong email address and (3) basically there customer service is terrible and worthless.

    Finally this morning I put my new sim in a phone and called O2 on that phone dialling 202 and got through to someone who actually listened and understood.  They were excellent and sent me links to correct the wrong email address (thanks for that hassle Virgin Media !) and set me up a separate O2 account for the new Volt sim.  I finally got into an O2 account for the new Volt Sim and see they have already billed me a month in advance !!

    My Virgin Media account and new contract do not mention anywhere that I have a mobile Volt Sim so another complaint going in for that !!  My O2 account for the new sim says I'm not eligible for Volt benefits !!!???  despite the name and address being identical to Virgin Media account.

    My advice to you is try ringing O2 again from your new Volt sim and have access to your email to receive links and codes, then hope you get someone to listen and understand your problem.  They should be able to send you links to correct the email and then other OTP's by text to verify stuff.

    Good luck and hope you sort it.

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      10 days ago

      Hi JonnyG14, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear there were issues after accepting a new deal with us. As O2 and Virgin are separate entities, your O2 account won't show anything relating to Virgin Media and vice versa. As a result, you won't find information relating to the SIM within My VM. 

      You would have been sent separate contract documents in relation to the O2 SIM however if the email was typed incorrectly, O2 may need to arrange to re-send these to you. We don't have access to O2 systems to do this for you. You can reach the O2 teams via their contact options here.

      Many thanks,