topic Re: How to find help & contact O2: A Guide in Welcome & News

How to find help & contact O2: A Guide

Marjo — Mon, 08 Sep 2025 12:04:05 GMT

Hi everyone,

People often search and ask here on the Community how to get in touch with O2 about different types of queries.

We've made the below guide and suggestions based on these questions and I hope it's helpful if you're not sure who to contact in what situation.

General questions & My O2 account: Self Help
Account-related queries: Customer Service
Access For All
Difficult queries and if you get stuck
Other types of queries

GENERAL QUESTIONS & MY O2 ACCOUNT: SELF HELP

The Community:

If you have any general queries about O2 products and services that don't require customer service to check your private account details, here's what you can do on the community: check existing forum topics for answers (you can browse all the topic categories here), do a search for related topics, check our how-to guides, or post a new topic with your question. We have many knowledgeable members here on the community who might be able to help you out!

A couple of tips below for posting your question on the community👇

Post in the right forum board

It may sound simple but posting your question in the right board helps you get a quick and helpful answer to your query. We have loads of knowledgeable members waiting to help but they won't be looking in the Off Topic board for a Pay Monthly question. There's a dropdown listing all the available boards when you're posting a new topic, and you can also find the boards at the top of any community page.

Provide plenty of detail

Your question might be complicated or something the community has not seen before so give as much detail and context as possible in your post. Other members may ask follow-up questions if things are unclear. Remember not to post personal info like phone numbers as the community is public.

(If you're not a member yet, register here to join the community.)

My O2:

In My O2 you can manage your account, view your tariff and allowances, check your bills, check your usage, add bolt-ons, and check if you're eligible for an upgrade. You can also make payments and change your payment details as well as view your recent orders. If you need to change your contact preferences or unlock your phone, you can do that also via My O2.

We have how-to guides written by the community that should help you further on how to use My O2:

My O2 app guide (written by pgn)
My O2 guide for Pay as You Go (written by daddydoink)
My O2 mini guide - Allowances section (by gmarkj)
My O2 mini guide - Bills section (by MI5)
My O2 mini guide - Bolt-ons section (by Fellwalker)
My O2: Website Guide (by PhoneChanger)
How do I get to the 'download bill' page? (by gmarkj)

Help articles on the O2 website:

There's a lot of information on the help pages about phones, SIMs and devices, Pay Monthly, Pay as You Go, digital Services, Account and billing, network coverage and international, apps, safety and security. So have a look here in case you can find an answer to your question.

See here the different categories of help articles:

Phones, sims & devices
Mobile broadband, tablets & data
Pay Monthly
Pay as You Go
Digital services (such as O2 Insurance, Charge to Mobile, Voicemail)
Account and billing (e.g. managing your account and understanding your bill)
Network coverage and international (charges abroad, international calls, network issues)
Apps (My O2, Priority, in-app purchases)
Safety and security (e.g. unwanted calls/messages, age restrictions, privacy, NSPCC, Access for all)

If still no luck with your query, or it requires us to check our systems, see information on our different contact methods below.

ACCOUNT-RELATED QUERIES: CUSTOMER SERVICE

Contacting O2 via Live Chat:

Our teams on Live chat are there to support you from 7am to 11pm and can help you with most queries inc billing, lost and stolen, network and many more.

There are a few key things that they can’t help with which are:

Taking a payment (you can do this online, through My O2 or on the IVR)
Insurance queries (give us a call for this)
Payment Management queries (you need to give us a call for this)

The best way to contact Live Chat is through the My O2 app. If you are having any issues connecting on the computer, make sure you refresh your browser and if you still have issues then clear your cache.

Contacting O2 on Social Media:

We are active across all the main Social channels and you can get help from us on each of these:

We can help with all queries from general support, Priority help to account specific queries about your tariff or bill – nothing is too much trouble for our Social teams who are available from 7am till 10pm.

The team will normally get back to you within the hour and look to help as best they can – they may need to arrange a callback for some queries that they can’t complete online, but will talk this through with you.

We also offer Guru help too – helping you with any technical issue all on the Social channels.

Contacting O2 by telephone:

We are of course available to help over the phone and the team can deal with any query you may have – we also have some options we can help with without having to speak to someone like making a payment.

There are a few different options depending on the type of customer you are take a look here for the best option:

Pay monthly

Customer Service	Number	Charges
From your O2 mobile	202	Free
From a landline	0344 809 0202	Standard UK Rate
From abroad	+44 344 809 0202	Free

Pay as you Go

Customer Service	Number	Charges
From your O2 mobile	4445	Free
From a landline	0344 8090222	Standard UK Rate
From abroad	+44 7860 980 202	International rates

Top-Up service	Number	Charges
From your O2 mobile	4444	Free
From a landline	0345 6062277	Standard UK Rate

Business

Business Customer Service	Number	Charges
From your O2 mobile	8002	Free
From a landline	0800 977 7337	Free
From abroad	+44 808 100 4439	Free

Online Business Customer Service	Number	Charges
From your O2 mobile	8002	Free
From a landline	0800 977 7027	Free
From abroad	+44 808 100 4439	Free

Visiting an O2 Store:

Our Stores are also there to help and can deal with a number of different service related queries. You can find your nearest store here.

Please note that depending on the query you might be asked for photo ID.

ACCESS FOR ALL

Our Access For You service is designed to make it easier for you to access O2 services if you would normally struggle due to a disability or personal situation. 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.

To discuss everything related to Accessibility here on the community, check out our Access for all article. In this space, you will be able to find out all about O2’s Accessibility options, get support and share experiences.

DIFFICULT QUERIES AND IF YOU GET STUCK

If you have an issue that remains unresolved despite contacting Customer Service about it already, you might understandably feel disappointed and "stuck". If this happens, we also have the below methods you can try to resolve the issue:

Community Team:

If you are stuck with an issue and need help, one of our Community Team members can see how we can help you further - you can tag us (@Dave-O2) into the topic and one of us will pick it up.

Online self help:

There are some specific online services that you can check out too:

Negative customer service experience - providing feedback:

If you've had an experience with customer service and it wasn't so great, we're sorry to hear that. Please do feel free to post your feedback here on the community (see Feedback board) and our Community Managers will make sure to pass this on to the business. They might drop you a Private Message after you've posted to get further details to make sure your feedback gets looked into.

Making an Official Complaint:

If you've tried everything above without success and remain stuck without a resolution, we're really sorry to hear that. 😞 You can make an official complaint by contacting our Complaints team or raising your complaint via Resolver.

All the information you need is here.

When you raise a complaint with us we will acknowledge it within 24hrs and you should have an initial response within 5 working days.

Resolver are a 3rd party service that helps you to raise and track a complaint – find out more here.

Re: How to find help & contact O2: A Guide

Cleoriff — Wed, 27 Feb 2019 11:45:16 GMT

Great guide @Marjo

Extremely informative. Where will you put it for easy access for all?

As it's specifically aimed at new members I presume it will stay here in the Welcome and News section?

Re: How to find help & contact O2: A Guide

Marjo — Wed, 27 Feb 2019 11:51:52 GMT

Thanks @Cleoriff ! Yes it's best to keep it here at least for now, and it might help if you guys can link to it when you see questions from members around how to contact O2, so we get links in several topics eventually which means more visibility. We can also have it featured on some other helpful topics such as the main FAQs topic for easy access!

Re: How to find help & contact O2: A Guide

jonsie — Wed, 27 Feb 2019 12:26:29 GMT

Brilliant guide @Marjo and so much more than the contract us link

Re: How to find help & contact O2: A Guide

Glory1 — Wed, 27 Feb 2019 13:22:44 GMT

Great Guide @Marjo, you've covered everything a new member could possibly struggle with. Well done and as @jonsie said more informative than 'contact us'.

Re: How to find help & contact O2: A Guide

Marjo — Wed, 27 Feb 2019 14:41:35 GMT

Cheers @jonsie , @Glory1 , glad you think it's useful!

Re: How to find help & contact O2: A Guide

Anonymous — Wed, 27 Feb 2019 14:58:34 GMT

Excellent guide . Bookmarked

Re: How to find help & contact O2: A Guide

Anonymous — Wed, 27 Feb 2019 21:39:04 GMT

Brilliant guide @Marjo

Re: How to find help & contact O2: A Guide

gmarkj — Thu, 28 Feb 2019 07:48:59 GMT

Nice one @Marjo!

Re: How to find help & contact O2: A Guide

Marjo — Fri, 01 Mar 2019 10:23:37 GMT

Cheers guys glad you like it @Anonymous , @Anonymous, @gmarkj.

Re: How to find help & contact O2: A Guide

Mi-Amigo — Fri, 01 Mar 2019 15:31:37 GMT

Brilliant @Marjo

Clear, concise and easy to use

Re: How to find help & contact O2: A Guide

jonsie — Fri, 01 Mar 2019 16:14:37 GMT

This would be an amazing help thread if only, IF ONLY, there was an email contact that could be added.

Re: How to find help & contact O2: A Guide

pgn — Fri, 01 Mar 2019 17:18:31 GMT

@jonsie wrote:
This would be an amazing help thread if only, IF ONLY, there was an email contact that could be added.

A great resource, lacking only in the area of an e-mail contact for O2, as @jonsie points out...

Great to see the Social Media team contacts are in there: Twitter, Facebook, and other(s)

Re: How to find help & contact O2: A Guide

Jenny105 — Sun, 17 Mar 2019 08:11:34 GMT

Ive been on 02 community for quite a while. BUT I often find it difficult to find the means to ask a question. Ususually I go first to SEARCH, often theres nothing there of help.

HELP how does one simply ask a question of the community...

Re: How to find help & contact O2: A Guide

Cleoriff — Sun, 17 Mar 2019 08:53:55 GMT

Hi @Jenny105

When you log into the forum, on the home page, scroll right down to this section

If you click on 'see more' (on Explore the forum' it will take you to all the sections you can post in

Select the one you want and on the left hand side you will see NEW TOPIC. You can create a post or ask a new question there.

Hope that helps?

Re: How to find help & contact O2: A Guide

pgn — Wed, 17 Apr 2019 19:02:54 GMT

@Cleoriff wrote:

When you log into the forum, on the home page, scroll right down to this section

Or scroll down a bit further and use the big blue "Ask a question" button:

Re: How to find help & contact O2: A Guide

Piotrkamer1921 — Fri, 27 Mar 2020 09:38:49 GMT

Hi, Yesterday, I made an online purchase on the phone. Monthly installments. While checking the card, the site reported an error. Money has been withdrawn from my account. I want to check if the transaction was successful

Re: How to find help & contact O2: A Guide

Cleoriff — Fri, 27 Mar 2020 09:40:40 GMT

@Piotrkamer1921

Already answered here on your own thread. https://community.o2.co.uk/t5/My-O2/Unfinished-online-transaction-amount-withdrawn-from-account/m-p/1308626/highlight/true#M5196

Re: How to find help & contact O2: A Guide

Licurici — Tue, 31 Mar 2020 11:31:10 GMT

if I was withdrawn upfront £ 90, my subscription had already been created?

Re: How to find help & contact O2: A Guide

scram — Wed, 01 Apr 2020 15:22:54 GMT

i need to talk to someone about a communication text that i received from o2 ,i have tried to by phone no sucesss i sent you a email. via this platform no reply SO PLEASE CONTACT ME

LEN HANCOCK [Removed]