Death loop in trying to access account follwoing swich via virgin mobile

[Ste7]

Hi- I have been with O2 for a long time but switch to O2 via virgin earlier this year. now - when I try to log into the account it give me no info and when I try to add this number it says 'already taken. I have a feeling that virgin tried to set up a separate account using an incorrect user name (dropped one letter off the one that I did have with you) I just want this merging to the package I have now is with my existing account

Thanks

[jonsie]

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 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

[Enlli]

We are customers here, but I do know that O2 have disabled account merging while Virgin accounts are being brought across.

Hopefully, it will return

[Ste7]

thanks - I suspected so, it seems like that someone (virgin) set up an account with an incorrect email that I cannot access (1 character short of my existing) obviously I cannot access this email - says it is 'unconfimed' even if I try and it wont let me 'add my number' to my confirmed existing account as it is linked to this random one. I can only assume that virgin tried to set up another account, could not because it as a duplicate and made a spoof one. weird set up.

[Ste7]

Thanks - is this something longstanding? I switched in January but only just tried to log in