I use to have 02 priority but now it's gone

[Lasha]

I have virgin broadband and had 02 priority but the other day its not letting  log onto the 02 app. It keeps saying something is wrong and try again later.

I've been trying all week. I miss my daily GREGGS coffee lol

Does anyone know if this option has stopped? 

Who do I contact for help? 

Thanks 

[Kath_F · Accepted solution]

Hi Lasha, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you've been having issues when signing in to the O2 Priority app. 

So we can help further, can you come back and let me know the following: 
➡ Which handset are you using? (Make and Model)
➡ Which app version are you using?
➡ Which OS version have you installed?
➡ What browser/default browser are you using?
➡ Do you have an active VPN, or security such as Norton/McAfee?
➡ Is the device rooted?
➡ Can you document the steps which led to the error?

Pop back and we can give you some steps on how to resolve the log in issue. 

Many thanks, 

[Lasha]

Hi, thanks for answering .

I have an android HUAWEI Mate 20 Pro

Dow loaded the 02 app from google play (it was working but doesn't anymore) I've uni stalled and reinstalled and it goes through the beginning videos then asks me to log in with virgin and then says oops something went wrong come back later.

I'm using chrome. Don't know if its rooted, it's my mobile and no VPN

Thanks 

[Adri_G]

Thank you for replying back, Lasha.
We're sorry to see you've uninstalled and re-installed the O2 App but this did not fix the issue.

Could you please try signing out of MyVM App on your phone (by clicking on the dropdown by account name) and then sign in to the O2 Priority App using your VM credentials to see if this rectifies the error you're getting?

We're still here to help, please try this and tell us if it does the trick - glad to advise more.

[Lasha]

Hi, I am signed out everywhere and it's still not working. I can't sign into 02 at all.

Thanks 

[Adri_G]

Thanks for this update and sorry to hear this did not help either, Lasha.

Could you please try logging into your O2 Priority account via a different device and / or browser to see if you can access it from there?
Please, make sure you've signed out of both MyVM and all VM and O2 Apps before you test this and give us a shout if you are still getting an error message there.

Looking forward to your feedback, glad to assist further if needed.

[Lasha]

Hi, so I was able to log I to the 02 website (not app) using a different browser, and it seems to be working.  Thanks!

But I still cannot use the app itself. I guess that out of the question then right?

Thanks 

[Emma_C]

Thanks for letting us know Lasha and we're glad it's working via a browser at the moment. 

We have sent off an email just to raise the issue you're having with the app and we'll be in touch if we need any further information or when we've received an update. 

Thanks you. 

[chizlit]

I have exactly the same problem, the app simply does not work for Virgin customers now where as it used to work before.

Virgin and 02 are of no help, they either dont see the issue or don't care 

Is there a solution to this nonsense?

And no please don't suggest doing this that or the other the app was working fine before so someone has messed with it.

[Kath_F]

Hi chizlit,

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 you're having issues accessing the O2 priority app. I appreciate you've said that you don't want to go through some checks but we do need to go through them to allow us to raise this further if it's needed.

So we can help further, can you come back and let me know the following: 
 

• ➡ Which handset are you using? (Make and Model)
• ➡ Which app version are you using?
• ➡ Which OS version have you installed?
• ➡ What browser/default browser are you using?
• ➡ Do you have an active VPN, or security such as Norton/McAfee?
• ➡ Is the device rooted?
• ➡ Can you document the steps which led to the error?

Could you please also try signing out of your MyVM App on your phone (by clicking on the dropdown by account name) and then sign in to the O2 Priority App using your VM credentials to see if this rectifies the error you're getting?

If that doesn't work then please try logging into your O2 Priority account via a different device and / or browser to see if you can access it from there?
Please, make sure you've signed out of both MyVM and all VM and O2 Apps before you test this and give us a shout if you are still getting any error message there.

Many thanks,