O2 wifi - problem accessing the service via PIN code *and* the O2 Wifi app

[ogilviea]

I am unable to access the O2 wifi service at any retail location where the service is available.

When I try to connect, the service allegedly sends me a PIN code via SMS, but the code doesn't arrive (waiting 10 minutes seems long enough, surely).  If I ask the service to resend the code (to the same mobile number, obviously), the PIN code does arrive this time, but using it fails with "incorrect PIN code" (or similar, I can't recall the precise message).  Repeating this (say) a couple of times, the same thing happens but, interestingly, the service claims to have sent 6 PIN codes, despite having only received 3 of them (the 3 "resends").  So where are the initial PIN codes going?

In desperation, I registered for a "My O2" account and installed the O2 Wifi (Android) app, in the hope that I could avoid the PIN nightmare, but I am unable to authenticate my account using the app (yes, I double-checked the password), the error being something like "The information you provided does not match our records".

Does anyone have any ideas what's happening here?

[MI5]

We've had a few reports recently of o2 wifi playing up so I'd give cs a call and see if they can reset it for you on your account.

[ogilviea]

Thanks MI5.

I looked for a contact number for the O2 wifi service, but haven't been able to find one.  I'll try the main CS number 0344 809 0202.

EDIT:

Hmmm..... absolutely no way to contact someone about the O2 wifi service via their main CS number.  Menu options only cover Pay&Go, Pay Monthly, Business customers, etc.

[MI5]

Just dial 202 from your o2 contract phone and then select option 2 then 0 for general cs.

[ogilviea]

That could be difficult: I am not an O2 mobile customer 

[MI5 · Accepted solution]

Shouldn't matter if you're not a customer as long as it's one of the free hotspots you're connecting to.
You can email to see if they can help admin@o2wifi.co.uk

[MI5]

All the boring T&C's here too if you suffer from insomnia
https://www.o2wifi.co.uk/about/terms

[ogilviea]

Thanks for the email contact, MI5 - I will try that.

I've just spent 10 minutes of my life I won't get back talking to an O2 customer services representative.  First, he claimed that the service was only available to O2 mobile customers - WRONG.  Then (after consulting with a colleague) he said that the O2 Wifi app will only work if you are an O2 mobile customer - WRONG.  Then when I explained the PIN problem, he suggested that there could be something wrong with my phone.  FFS.

O2 - give some training to your customer services staff, please.  As a customer with a competitor, the quality of your customer services does not inspire me to consider moving to you - ever.

[MI5]

Yep, they are pretty hopeless....
Mind you, I'm with EE too and o2 are better than that shower

[ogilviea]

LOL!

I'll scrub EE off my list of potential future providers too then