Problems with My 02 app

Honeydog

OK I am new at this as this is my first smartphone. I have an iphone 4s on an 02 contract. I tried to set up the My 02 app tonight but I can't log in on the phone. I can log in on the PC but not on the iphone.

Contacted help live chat thingy. Bloke tries checking username and resetting my password etc then says I'm on a business account and that is why the app won't work. Tries to give me another address for the app. I tell him I don't want a business account.

He now says I have to go back to the shop for them to migrate the number from the business account to a personal one!

What! So this can't be done over the phone! He tells me to call customer services. So I ask him to confirm if they will be able to help. No, he can't confirm that customer services will be able to help I have to go back to the shop.

Has this happened to anyone else?

Does the My 02 app work fine for everyone else? I only need it to check data usage.

Thanks,

HD

buscape

Does My O2 work fine in the browser on the phone?

Honeydog

I'll check that buscape.

No My 02 doesn't work with safari. I'd have to log into the business section for it to work. I can't get onto the My02 help forums either.

I just fail to understand why in this day and age someone can't sort it out without me having to trek all the way back to the shop. I'm going to ring them in the morning to see if I absolutely HAVE to visit the shop or whether they could possibly sort it without me being there.

redux

I don't know whether this may be your reason, but one thing that happens is that for security reasons the My O2 section can't be reached using a mobile phone and either wifi or a separate mobile network, only using O2 mobile data itself

DUTR

redux wrote: »

I don't know whether this may be your reason, but one thing that happens is that for security reasons the My O2 section can't be reached using a mobile phone and either wifi or a separate mobile network, only using O2 mobile data itself

The my O2 is an app, and it does work from wifi if the user has seleted to access it via wifi.

Honeydog

Thanks but the guy on the help chat said it was because I was a business customer. The login details are different.

I rang the store at 11 this morning and asked them to migrate the number as the chap on help said. They said a lot of people who aren't running businesses have business accounts. I asked for it to please be transferred to a consumer account. I left my contract number.

Just rang customer services now and the account hasn't been changed. The very helpful lady said that I need to go into the store because they were the ones who set it up. if they have trouble with it they need to call their store retail support dept. who will help them sort it out.

Not sure how it happened as I didn't at any time ask for a busines account or say that I was running one. I told her what my job was just in conversation.

Will update anyway after visiting store tomorrow.

visidigi

redux wrote: »

I don't know whether this may be your reason, but one thing that happens is that for security reasons the My O2 section can't be reached using a mobile phone and either wifi or a separate mobile network, only using O2 mobile data itself

That's not true.

When you get the error about being on wifi, scroll to bottom, click on full site and then you can login just fine to your O2.

You may have gone onto a business tariff as this was the tariff best suited to your needs. We were offered one in store in case the allowances were better matched to our needs - business account doesn't actually mean you need to be a business...same with Vodafone and they have the same app restrictions too.

Honeydog

When you say you were offered a business account Visi - did you actually take them up on the offer?

We didn't discuss my needs. I had chosen a tariff already after researching online. Just wanted to buy in store and take phone away there and then.

Apparently the allowances on my tariff are the same for business/consumer. There are just some other benefits which don't really help me given the tariff I've chosen so I'm going to ask them to change it tomorrow.

visidigi

WE were offered them by O2, mainly because me and the other half were both buying our phones at the same time and they were wondering if sharing allowances might be more cost effective.

We didn't take them up on their offer no, in your case if they are the same on both types then it may just be an administrative error.

Go back in and have a chat with them about it.

Honeydog

Cool thanks Visi.

Well I went back to the shop at 9.30 this morning. I walked out of the shop at 10.40!

The chap tried saying that the original female assistant was going to contact me to discuss how I could keep my number. She wasn't in today and would phone me next week. Er no..... I told him customer services had said the store would sort it out and I'd like it doing today please as it was bad enough that I'd had to go back in the first place.

The quick version is that I had to have a new phone! He couldn't swap contracts using the existing one. I have my old sim card in the new phone. In two days I have to swap to a new sim which will then have my old number ported across. His colleague on the other end of the phone couldn't cancel the direct debit as her computer was down so he told me to call customer services later on and ask them to do it.

Just did that and apparently the direct debit for the business account is now cancelled. However I may get charged a cancellation fee because I cancelled the business account! The cancellation fee is the whole 2 years worth of payments! He has assured me that it will be written off but I've asked for it to be put in writing and emailed.

I'm now starting to realise why there are so many threads about phone contracts.

I can't believe there is no simple way to swap from a missold business account to a consumer one!!! Or vice versa!

visidigi

They are incredibly complex, but it sounds, surprisingly that you've managed to pretty much sort it out in one visit - which believe it or not, really is quite impressive nowadays