Matt, 27 Feb. 2025 , 03:56pm
Hi

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Matt, 27 Feb. 2025 , 03:57pm
07809153964

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
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Matt, 27 Feb. 2025 , 03:57pm
Something Else ❔

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
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Matt, 27 Feb. 2025 , 03:57pm
Device Support 📱

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
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Matt, 27 Feb. 2025 , 03:57pm
My phone isn't updating

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
I'm sorry to hear you're having trouble updating your phone. Check out our troubleshooting guide to try and fix your phone from home.
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O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
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O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
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Matt, 27 Feb. 2025 , 03:57pm
👎 No

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
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Matt, 27 Feb. 2025 , 03:57pm
Speak to an Expert

O2 Virtual Assistant, 27 Feb. 2025 , 03:58pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Feb. 2025 , 03:58pm
[Rich Content]
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Matt, 27 Feb. 2025 , 03:58pm
It’s about my Account

O2 Virtual Assistant, 27 Feb. 2025 , 03:58pm
Thanks! 🙏
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O2 Virtual Assistant, 27 Feb. 2025 , 03:58pm
Please can you confirm your full Name
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Matt, 27 Feb. 2025 , 03:58pm
Matt

O2 Virtual Assistant, 27 Feb. 2025 , 03:58pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Matt, 27 Feb. 2025 , 03:58pm
Yes

O2 Virtual Assistant, 27 Feb. 2025 , 03:58pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 27 Feb. 2025 , 03:58pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Matt, 27 Feb. 2025 , 04:07pm
Hi

Soaif Ali, 27 Feb. 2025 , 04:25pm
Good afternoon, Matt! Thank you for getting in touch with O2. I’m sorry for the wait time.  
  
I see that you're looking for support with your O2 account. Could you please elaborate on your query? If you have several concerns, you can send them all at once.
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Matt, 27 Feb. 2025 , 04:25pm
I've upgraded my Samsung device with o2

Matt, 27 Feb. 2025 , 04:26pm
Unfortunately the sims are different between my previous and upgraded device so I cannot transfer everything over it seems

Matt, 27 Feb. 2025 , 04:27pm
Also previously o2 staff said they would apply my Blue Light/NHS discount with monthly bill, but it doesn't seem to be applied

Soaif Ali, 27 Feb. 2025 , 04:31pm
Thank you for providing that information, Matt. I understand how frustrating it can be when your new device doesn't work as expected and when discounts aren’t applied as promised.  
  
To clarify, are you looking to transfer your existing number from an eSIM to a physical SIM card, or are you looking to bring in a new number from your previous provider? Your clarity will help me assist you much better.  
  
Also, I can certainly help you, but I see that the full name you have shared above doesn't exactly match with the name on the account.  
  
It will be a great help, if you can share the full name as per the O2 account.
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Matt, 27 Feb. 2025 , 04:32pm
Matthew Harrington

Matt, 27 Feb. 2025 , 04:32pm
Yes to transferring please. I'm fine to do this in person in an o2 branch but it looks as though they're busy

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic