One of my pay as you go devices has disappeared from the device list in myo2. How do I add it back?

[JezD]

One of my pay as you go devices has disappeared from the device list in myo2. How do I add it back so that I can manage it? It’s my sons device and I top it up using myo2.  I last topped it up on 03/05/23 so not that long ago.  However it’s suddenly disappeared from my devices list and now only shows the two other devices I have that are on rolling plans.

[Cleoriff · Accepted solution]

@JezD 

You may be transferring to the new 360 billing system which means devices wont be merged into one account until the merge is complete.

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here

Give O2 a call on 202 or 0344 809 0202 (Contract) OR 4445 or 0344 809 222 (PAYG)

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

[pgn]

In addition to @Cleoriff's excellent  explanation,@JezD - you do not need to use MyO2 (app or web) to top up an O2 PAYG phone; it can be done using O2's web topup service without logging in: https://www.o2.co.uk/topup

All other ways to top-up here if you have issues with your card or the phone number top-up using the link above: Guide How to Top Up (PAYG) 

Migration to 360 should be a temporary thing, but it may be a while before you can add in other products again to your MyO2, until the migration is complete (no hard timeline anywhere that I know of, either!).

[JezD]

Thank you both!  I eventually got to speak to an O2 customer service person by submitting a complaint.  They were unable to help me and shared none of the information above because they insisted I have to tell them the balance on the phone - despite me repeatedly explaining I can’t as my son is away and the device has disappeared from myo2 after 4 years, so I have no way of seeing the current balance.  I logged a complaint and left feeling disgruntled. However I’ve gone back into the app since and it’s magically reappeared- so either the customer service person did something or the devices have transferred to the new billing system and Ben consolidated again onto my account.

 Thanks again for your help, interesting that o2 customers are knowledgable and helpful, o2 staff and systems are rubbish!

[Cleoriff]

Pleased It's sorted @JezD. Yes, totally agree about customers v O2 staff 😂