Coronavirus (Covid 19) Community Help and Support

[MI5]

We currently find ourselves in an unprecedented situation of virtual lockdown, working from home, laid off and generally suffering from reduced services and support.

In order to help with contacting O2 I've pulled together all the options I know off in one thread.

To pay bills, ask for payment extensions etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

These guys can give you more time to pay but you may still be cut off as it is an automated system process.

Additional bill paying help from @Cleoriff here Guide: How to Pay Your Bill (Airtime & Device Plans) 

To get reconnected you need to call customer services.

0344 809 0202 from any other phone or you can use Skype to call 0800 032 1402

Additional numbers found by customers which may work.

0800 977 7337

Guide on using Skype from @Bambino here Skype Guide 

For other enquiries we have a contact guide from @Marjo here Guide: How to find help & contact O2 but please note that live chat is offline due to working restrictions.

Tip: When calling, if you get as far as hold music, stay on the line until connected as you are in a queue.

Obviously, customer services are very busy, so please have patience.

If you have placed a click and collect order prior to store closures, we have an update here from @Chris_K Store Closure Update 

Online orders, upgrades and deliveries are running as normal, but reduced stock levels may result in delays to receiving orders. Please avoid calling as O2 will keep you informed by email whenever there is news for you.

Any outstanding costs for your old contract are paid when you complete an upgrade and the old contract is effectively cancelled at that point. 

Your next bill will be a combination of your old tariff and new tariff costs and will be the same date as usual.

Your account number remains the same.

You will also have a new direct debit for your device plan if you are new to refresh.

Number ports, transfers and sim swaps are currently taking ages to complete.

If you can avoid these at this time it will save you having to wait. If you have already started the process, please be patient as we are talking days or weeks for some of these to complete.

Finally, the official O2 Update thread is updated regularly with info here O2 News Update 

Here is some advice about your account:

• A guide to My o2 on the web site - How to guide My O2 
• A guide to My o2 app - My O2 App guide 

NB: All of the below is for a pay monthly account. I do not have a pay as you go account to check, so some of these may not apply.

Some things that you CAN do in yourself:

• Change your bank details (sort code/account number)
• Request an unlock for the device shown on your account
• Change your tariff (which changes at your next bill date)
• Buy/add bolt ons
• Swap your sim
• View your spend cap
• Change your contact details
  • phone number
  • username and password
  • security question
  • billing address
  • Pay your bill (if you don't have a direct debit)
• Contact preferences (what o2 contact you about - marketing, promotions, etc)

Now the bad - things that you cannot do:

• Change your direct debit date
• Change a spend cap
• Change the name on your account
• Remove bolt ons
• Swap a number from one contract to another (if you took out a new deal, rather than upgraded)
• Move from pay monthly to pay as you go
• Request your phone number to be changed (if you are receiving harrassment or abuse for example)
• Arrange a payment scheme for your bill (either due to loss of work or your bill being larger than usual)
• Add or remove O2 Phone Insurance cover
• Call conferencing/merging if more than 3 people involved

Scam calls, texts and emails

*Texts asking you to change billing details

It's a well known scam.

Block the number and do not follow any links.

Forward the scam text to 7726 - It's free.

Other ways to report here including Action Fraud website

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

Nuisance calls

General guide on here Guide: Are you fed up with spam calls and texts? Follow these steps to help stop them 

and here

https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages 

If these can't be stopped then you are allowed one number change free of charge via customer services.

For all of the things that you cannot do, you need to talk to customer services.

I hope you find this useful and please add any tips of your own to help keep things as normal as possible.

[jonsie]

Another good addition to point to @gmarkj 

[Mi-Amigo]

A brilliant guide - a true Community effort from each and every one of you.

I am sure that O2 customers will appreciate this help, advice and support 

[Martin-O2]

Fantastic guide @MI5 and @gmarkj ! I'll combine both posts into one and then pin it to the top of the board. 

@Bambino we can't bold it unfortunately but I can make sure it's right at the top of the floated topics. I'm also going to link to this from the main Convid-19 info post. 

[Ben_30]

Good guide.

A further question - what are the current hours of operation for customer services?

Trying to work out whether I should just keep calling this evening until I'm in a queue or whether it has already closed which is why I can't get in a calling queue.

I need to unbar my new SIM

[Cleoriff]

Opening times @Ben_30 

Monday - Friday	8am - 9pm
Saturday	8am - 8pm
Sunday	8am - 6pm

[MI5]

@Ben_30 

Times vary between Personal contracts, PAYG and business and may also change day to day depending on staffing levels.

You can check here for the latest opening times http://www.o2.co.uk/contactus

[Cleoriff]

Can I just add something about private messages to members.

Over the past 4 days I have have received 4 private  messages from customers asking me for advice.

THIS SHOULD NOT BE HAPPENING.

Please post your questions openly on the forum. Help is always available.

[Hopeful2BHappy]

@MI5 you are a wizard! 👍
Well done, and thank you 🙂

[Cleoriff]

Include @gmarkj in those thanks @Hopeful2BHappy 

It was a combined effort

[MAH1]

Many thanks for your most comprehensive reply.
I will soldier on.
Kind regards,
MAH1