O2 Website and app broken

[JSH2644]

Hi,

I have 2 problems. The first is that I can’t log in to my O2 on new devices or browsers. I enter my email and password and get told I’ll be sent a code to my number to verify. I just never receive the code and there isn’t a box to type a code in anyway. This isn’t a problem for me as I’m always logged in on my app and normal browser but it is quite annoying.

Second problem is that I can’t make an upfront payment to upgrade my phone. I get through everything no problem but the final £10 upfront payment fails every single time. I’ve tried different browsers, the app, different devices and different payment cards but nothing works. I don’t know if it’s a problem on my end or a problem with O2 since I first tried yesterday.

[JSH2644]

Just seen someone on Twitter saying they have been told in store that it’s a nationwide issue and nobody can currently upgrade or switch up.

[MI5]

@JSH2644 

Someone else said the same earlier.

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[JSH2644]

So my above problem was never actually fixed and it’s probably been about a year now with the login problem. The login issue is annoying but not critical as I’m logged in on the app and one browser on my phone somehow, any other browser or device just gets a blank screen at the security check after logging in. The payment problem is incredibly annoying though as it means I can’t upgrade or buy products online and have to use a more inconvenient option. I have contacted O2 multiple times but they insist there is no problem their end and it’s something I’ll just have to live with.

[Oxonian]

As far as upgrading and buying products is concerned @JSH2644, there is always the option of visiting your local O2 retail store :-

Store locator | O2 UK | Find Your Nearest O2 Store

https://stores.o2.co.uk/

In order to resolve your problems more generally, I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a strong record for resolving customer problems. 👍