FAQs: My O2

[EmilieT]

Hi all, welcome to the My O2 board! 

If you need advice on My O2, this is the place you can post your question to and get replies from other customers. In case your question relates to My O2 Business, you might also find some helpful information in our dedicated Business Customers board!

You can check out the below info created by our community members to help with frequently asked questions around My O2:

Account, billing and leaving O2:

• Leaving O2. How do I get a PAC code? by MI5
• How do I cancel my contract? by davethorp
• How do I unlock my phone on PAYM or PAYG? by MI5
• How can I pay my bill? by Cleoriff
• Guide to monthly payments by jonsie
• How do I use the My O2 website? by PhoneChanger
• How do I get to the 'Download Bill' page? by gmarkj
• How does O2 Refresh work? by lovemyphone

Understanding your bill - charges and discounts:

• Why have I been billed for premium texts? by Adamtemp64
• Higher charges from texting? Check this guide by MI5 on accidental MMS sending and how to avoid it
• Where is my discount? by MI5
• O2 Open & Friends and Family discounts - how to sign up by MI5

Get involved: if you feel inspired and have any ideas on new help content to add to the above list, or if you'd like to create your own how-to guide, let us know! Thanks everyone who have already contributed on the above list - it is much appreciated.

[O2Tracey]

Fantastic work everyone, it's great to have these all in one place

[Lila2613]

In September I contacted O2 to reduce my monthly contract charges to under £20 per month.

Since providing my credit card details over the phone to the call centre in September 2025, I have been billed over £100 each month, sometimes a lot more. Despite lengthy calls with O2’s overseas call centres, requests for managers to call me back etc, I am repeatedly told it is a mistake, yet the incorrect charges remain on my bill and I continue to receive payment demands for products someone is spending on my account. I’ve reported the fraud EVERY SINGLE MONTH and nobody can help or remove this off my account. After 20+ yrs with 02, I am disgusted.

This situation is now affecting my credit record. It appears that fraudulent activity is occurring on my account, as charges are being applied that have nothing to do with me. I urgently need O2 to stop these payments, investigate the misuse of my card details, and correct my account.Has anyone else experienced repeated overcharging or suspected fraud with O2? I would appreciate advice on how to escalate this, as frontline customer service has not resolved the issue.

I have had to contact O2 customer care team every mo the spending over an hour at a time as well a Chats and STILL I have extras on my bill including someone trying to buy a new iPhone within the same day I made a complaint and NOTHING is changing. 

[Lila2613]

In September I contacted O2 to reduce my monthly contract charges to under £20 per month.

Since providing my credit card details over the phone to the call centre in September 2025, I have been billed over £100 each month, sometimes a lot more. Despite lengthy calls with O2’s overseas call centres, requests for managers to call me back etc, I am repeatedly told it is a mistake, yet the incorrect charges remain on my bill and I continue to receive payment demands for products someone is spending on my account. I’ve reported the fraud EVERY SINGLE MONTH and nobody can help or remove this off my account. After 20+ yrs with 02, I am disgusted.

This situation is now affecting my credit record. It appears that fraudulent activity is occurring on my account, as charges are being applied that have nothing to do with me. I urgently need O2 to stop these payments, investigate the misuse of my card details, and correct my account.Has anyone else experienced repeated overcharging or suspected fraud with O2? I would appreciate advice on how to escalate this, as frontline customer service has not resolved the issue.

I have had to contact O2 customer care team every mo the spending over an hour at a time as well a Chats and STILL I have extras on my bill including someone trying to buy a new iPhone within the same day I made a complaint and NOTHING is changing. I am going to escalate to every single fraud and Ombudsman/social media as I am fed up. Someone is using my account and yet whenever I call to speak to a decision maker, nobody can help or give me a straight answer as to what the charges are. 

[Enlli]

@Lila2613 Please keep posts to one thread

https://community.o2.co.uk/t5/Pay-Monthly/I-m-being-charged-over-100-extra-every-month-since-I-chang...