Self-serve/O2 not able to change my Address

[M_Joiner]

I've been facing an issue for the last few weeks of not being able to change my O2 account address from my old address to my new address which is stopping me from getting an O2 contract (looking to move over from another provider).

Firstly, I can't change my address via 'MyO2' > 'Manage your details' because it comes up with 'you can't access this page right now, please choose another account or mobile number to open this page'.

Just over 2 years ago I had an O2 account set up for a sim that I wasn't using / didn't want via a Virgin Media broadband offer, this was closed down over 6 months ago (mid-April). My hunch is that this wasn't closed down properly as my first request to deactivate wasn't completed by the agent that said that they would and the process used by the agent on my follow-up felt a little like it wasn't standard process (sadly, I can't remember the exact details here).

When I go to check out my new sim, it pre-populates my old address, I can partially change this on checkout if I click past 'your details' to 'delivery or collection' and then back to 'your details' via the 'edit' option. When I search my new postcode, it only gives me one option on the address picker, the proper road but the house number of my previous address (this is the same on phone, laptop and different browsers).

I've been calling O2 and gone into store intermittently for the past 3 weeks to get this updated, but when agents try this, it says that my account needs to wait 30 days to update my address. The account has been dormant for 6 months and that 30-day window never gets smaller. I had one ticket raised in store which I got the number for, but when I called up after the weekend, that'd disappeared from my account and am since working under a new ticket. All quite frustrating as I'd love to just get my new sim to sort this all out. The main advice I'm given over the phone is to start a new account with a new email address, but I only have one official email address and don't want to start a new one just for this purpose.

Long shot, but has anyone gone through the same difficulty / have any advice outside of waiting the tickets out? Any help much appreciated!

[pgn]

Sounds like you need to persist with O2, @M_Joiner - as you do not want to set up a new e-mail address. The 30 day thing about changing back to your original address on a new account is a truism, used to help people whose accounts got a bit corrupted during a major systems upgrade and migration to 369 within O2 a year or more ago.

Is there a different O2 Shop you can visit?

Otherwise, reach out to O2 via Social Media, detail in here @M_Joiner - Guide: How to find help & contact O2 

[MI5]

@M_Joiner 

By far the quickest way is to get a new gmail email and register for a new account.

Once this is done you can change it to your current email and never have to use the new one again.

[M_Joiner]

Thank you - when talking to O2 on the phone, I was told that if I created an account using a new email, I wouldn't be able to change the email address afterwards - does this mean it's possible to change an account's email?

[MI5]

Yes @M_Joiner 

You user name is your email. Just change it in your details in your MyO2 or ask O2 to do it for you.

You can also merge both accounts via delegate access.

Login to My O2 with the original account

From the My O2 drop-down menu select 'Manage your details'

Your delegates

Add Delegate

Enter details and add Delegate for the other account

You will then get an email to your associated email account, follow the link in this email.

Read the details and accept.

Enter information and submit.

Both accounts should then show on your original login.