Hello Gareth L.... as you say, a blast from the past, and many thanks for stepping in (again!). I think I understand broadly how the shift to O2 has been organised, but it looks as if I still can't get access to the account info I need.
My previous email and the PMs we exchanged in 2022 gave the detailed background. In a nutshell, this particular phone and account was the first-ever mobile we had and the account has been running for over 20 years. The phone and number are still in use: although originally registered in my name, it has for many years been used by my wife. It is on an open-ended Pay Monthly contract. It is on an old non-smartphone Nokia handset which my wife still finds very convenient but which has only voice and text facility, no Android apps, no wifi, and is no use for going online. I won't post up the actual number, but for clarity and simplicity I'll continue to refer to it as our Virgin mobile.
However.... it is not the only mobile phone or account we have. I have another - now my main and only - phone with another network on a PAYG tariff. And my wife has a second phone - I'll call it her smartphone - which is with the O2 network, also on a PAYG tariff.
This is where it gets complicated. For a year or two (2021-22?) , my main and only phone was on O2 on a "Classic PAYG" deal, and I registered directly with MyO2 online then in order to manage that account. The Classic PAYG arrangement was then scrapped, and the number I was using on O2 lapsed. I now have a different number on a different network. So while I can still log in successfully to the MyO2 website using the details I provided when I signed up directly with that O2 Classic deal, (and that is where the link you provided takes me) it now says I have no active account or number there. That at least is clear and accurate.
Now.... although the various websites and guidance I have seen says that if you had a Virgin mobile account and number it was automatically transferred and registered (with the same login and password?) over to the O2 website, as far as I can discover this did not happen with my/our "original" Virgin mobile number and account. This is the account I am now trying to access but can't. This is the account which was the subject of our exchange of emails in Dec 2022 (before the shift to O2).
I did login to the MyO2 website as per your link (and I can only do so using the login info from when I had the O2 Classic PAYG account) to be told, of course, there is now no active account. I did then try the option offered to add a new device [or number], and put in the original Virgin Mobile number. And guess what.... up came the message that "this number/device is already registered with O2". But it doesn't indicate where, nor how I can access that account's details.
Just for completeness, I should add that my wife has separately registered her O2 smartphone with the MyO2 website, using her own current email address and password choice. We have logged in there. It has the details of her smartphone PAYG balance etc, but that's all. And there is no option offered by the site when logged into her account to add another device/number.
So we seem to be stymied. Although O2, having inherited or taken over managing what was our original Virgin Mobile number and account, continues to collect the monthly Direct Debit, we cannot see how to access the account details online since neither O2 nor Virgin Media seems to offer any route for us to do so.
I can PM you the actual phone number of what was/is the original Virgin mobile if that helps. We have tried phoning the O2 customer service line to get advice, but we found their phone support utterly impenetrable. So this request via the Virgin community forum is about the only other avenue we could think of trying. Hope you can help to untangle this for us....
The bottom line is - we need to know where, and how, to get access online now to what was our Virgin, and is now an O2, original mobile Pay Monthly account.
