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O2 account not activated

Joining in

Going round in circles a bit with this one... got a new O2 sim as part of a virgin media contract upgrade recently.  When I try to use myO2, it says account is not activated.  I went through the O2 customer services chat and they didn't like the order number (even though it is printed on O2 paper that came with the SIM - they are saying it doesn't start with the right letters and that "I should contact virgin media".  

So currently I can't set up an O2 account as the account is not activated and I'm not able to reset the password to get in.  Has anyone got any suggestions?


Thanks in advance


Forum Team
Forum Team

Hi @webbo73 

Welcome to the community forums

Sorry to hear you've not been able to active your O2 account. 

You should have received separate communications from O2 about your account number. This will be different from your Virgin Media number. 

Are you provider O2 with a Virgin Media account number or your O2 account number?  

Here to help 🙂
Virgin Media Forums Agent

I got it sorted in the end . Finally got a more knowledgeable O2 support person who was able to change my email address so that I could log in.