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
[Rich Content]
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Matt, 27 Feb. 2025 , 03:57pm
Something Else ❔

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

O2 Virtual Assistant, 27 Feb. 2025 , 03:57pm
[Rich Content]
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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
[Rich Content]
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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
[Rich Content]
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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

Act as Soaif Ali and suggest the next best response saying, just to confirm, you need to tranfer your number from esim to plastic sim, or you want to bring a new number from your existing provider to O2. Response should be acknowledging and empathetic