Cannot see my connection details on myo2 but phone contract details are there

I have a phone contract with o2 and I ported my last number to o2 with the o2 grow plan. So I both have a cell phone and a connection. On the my o2 website I can see the details for my connection and phone both but on the app i can not find the details for my connection, only the contract details of the phone are available. I have tried to register the connection separately but every time the website says it's already registered with myO2, which is true since i can see it on the website but nothing on the app.

Edit o2_Sven 30.12./15:19: Merged posts in one topic, please don’t spread your issue across multiple threads.

Hello @AaronB ,

did you maybe register the contract before the porting of the number was concluded? Are you trying to login with the temporary number or the correct number that was ported over when you use the App?

Kind regards, Sven

i registered for the contract first and ordered the phone, the next day i asked the o2 people to port my existing number to this contract. then i got a mail from o2 that my number will be ported on 30.12.2022, and so it did just after midnight yesterday. everything is working fine except i cannot see my data usage and connection info in the app. i registered for the my o2 app just today, the phone contract info is there, the connection info isn't 

Hi @AaronB,

I’m happy that the porting is successful done. How is the situation with our App at the moment? Sometimes our Portal gets the Informations faster then the App. Can you see the informations on our portal?

Best regards, Marco

Hello @AaronB,

currently we assume that everything works and is displayed as it should. We would appreciate an update from you and hope that we are correct with our assumption. 🍀

Best regards, Marco

no, the problem still persists, there is not connection info in the app, only the phone contract info

Hi @AaronB,

thanks for your answer. It is still the situation, that you can see both on our website but in the App you can see only the My-Handy contract? Did you uninstall and after this reinstall the App in the meanwhile? The username is in both login your mobile phone number? Perhaps I’ve found the error in our system. When it was the solution, then you can see your contract in the app latest in three Days. Then please give us feedback here.

Best regards, Marco

Hi @AaronB,

further we would be happy if you post us a feedback here. Perhaps we can help you.

Best regards, Marco

The issue still persists. I think it is because the login name and password for the phone contract and the connection contract are different. The phone contract has a username and password but the connection contract has only the phone number. I tried to make them the same but I couldn't.

Hi @AaronB,

I have understood so far that both contracts are displayed in the browser and in the app you have to log in differently for each one. Have you ever uninstalled the app and then reinstalled it? I would now like to forward this to colleagues. Can they contact you at the number you’ve  entered here? What operating system does your cell phone use?

Bst regards, Marco

i have reinstalled the app, the same problem remains, you can contact me at the number provided here.

i use an iphone 14 plus with ios 16.2

Hi @AaronB,

thank you for the information. 🙂 I’ve now sent this to my colleagues. I hope that they can fix it fast. 🍀 I'll continue to keep an eye on your case.

Best regards, Marco

Hi @AaronB,

please inform us, if the update of the phone software or reinstallation of the app was the solution ore have you further issues with it?

Best regards, Marco