O2 makes me there own user name

D0GSDINNER

When moving from virgin to O2 O2 decided to make their own website from my account. This is been going on for about six to 8 weeks I didn’t ask to be moved to O2. My bill has gone up. The problem is we must’ve been on the phone for at least six hours. In the shop three times. They still cannot get rid of the email O2 made for me when I moved from virgin to O2, I have learning difficulties so the problem is when I speak to someone in India, they speak very fast even though I asked them to slow down and I don’t understand them that’s a different issue. I bought an Apple Watch from Apple so I can use it out of the house because I leave my phone at home a lot and if I have a epileptic fit I can contact someone on my watch but not been able to connect it because of O2 making up this email so it’s important I get this sorted because I leave my phone behind a lot. Please help I need advice where do I stand I’m sorry this is so long this message thank you

Emmia

Is it that they've created a new email address for you, e.g. dogsdinner@ O2.co.uk and have applied this to your account? Do you have another email address e.g. a gmail address that they could switch it to, if you don't want an O2 address. 

You have no choice in the move though, all Virgin accounts are being switched to O2 accounts following their merger in 2021.

mebu60

As Emmia says, all Virgin accounts are being transferred to O2 which is the underlying network that Virgin used.

I don't know if it will help but you could try registering with this service in store and ask for their assistance to link in the watch:

Access For You Service If you find it difficult to access any of our services due to a disability or personal situation you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us. This means you only have to tell us about your requirements once. There are a number of adjustments we can make to support you depending on your personal circumstances. For example, if you tell us that you struggle to hear people on the phone we can discuss alternative contact methods with you, make a note of your preference, and this information will then be used to make sure that any future contact is via your preferred method wherever possible. In order to protect your personal information you must give consent to be registered for the Access For You service. If you do not consent, you will not be able to register for Access For You and you will need to tell us about your requirements each time you contact us. If you think you’d benefit from the Access For You service, you can let us know by following the instructions on O2 Community. Alternatively, you can ask customer services or a member of staff in an O2 store to register you for the service.

PHK

Emmia said:

Is it that they've created a new email address for you, e.g. dogsdinner@ O2.co.uk and have applied this to your account? Do you have another email address e.g. a gmail address that they could switch it to, if you don't want an O2 address. 

You have no choice in the move though, all Virgin accounts are being switched to O2 accounts following their merger in 2021.

I think what d0gsdinner means is that when O2 set up d0gsdinner's O2 account they've used an incorrect email address. Which means thst d0gsdinner can't receive username or password reminders. So d0gsdinner can't access their account to add the Apple Watch to their account. 

I agree that registering for supported access is the best way to go.