cancel
Showing results forΒ 
Search instead forΒ 
Did you mean:Β 

Coronavirus (Covid 19) Community Help and Support

MI5
Level 94: Supreme
  • 119531 Posts
  • 605 Topics
  • 17455 Solutions
Registered:

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.

 

SideButton_New.png

 

Message us on Facebook Messenger Message us on Twitter

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 (Contract) 

 

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:

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.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 1 of 146
66,985 Views
145 REPLIES 145

Hopeful2BHappy
Level 4: Observant
  • 76 Posts
  • 6 Topics
  • 1 Solutions
Registered:
Thank you @Cleoriff for your prompting , sorry I wasn't thorough

@gmark is a wizard too πŸ™‚

and my gratitude goes to all of you, great contributors on our Community family

Kindest regards, πŸŒ·πŸ™‚
Message 21 of 146
1,818 Views

Hopeful2BHappy
Level 4: Observant
  • 76 Posts
  • 6 Topics
  • 1 Solutions
Registered:
I meant @gmarkj
(apologies for not spelling correctly)
πŸ™‚
Message 22 of 146
1,815 Views

DiF
Level 1: Joiner
  • 5 Posts
  • 1 Topics
  • 0 Solutions
Registered:

Thank you for all this advice.  Interesting!   I guess I will just have to be more patient to get connected.  Funnily enough Ive now had a letter from 02 this morning,  saying that as I havnt upgraded, they are reducing my monthly account by Β£10 lol    Obviously the right hand department hasnt caught up with the left hand department - yet roflol πŸ™‚   

Message 23 of 146
1,798 Views

pgn
Level 53: Renowned
  • 19180 Posts
  • 152 Topics
  • 196 Solutions
Registered:

Brilliant Guide, @MI5 and @gmarkj.

 

So online you... 

 

  • Can buy a bolt-on
  • Cannot add or remove a bolt-on. 

 

What's the difference between "can buy" and "cannot add" in the context of bolt-ons? 

 

I know you have to call CS to remove a bolt-on. 

 

Confused, of Somewhere πŸ€”

 

 

 

Most Random Thread.pngMost Useful Guide.pngWe cannot access your account
Message 24 of 146
1,796 Views

gmarkj
Level 52: Innovator
  • 7504 Posts
  • 86 Topics
  • 365 Solutions
Registered:
Good spot @pgn.
I think you can add/buy a bolt on, but not remove it.
Maybe needs an edit in both posts (the first and mine) @Marjo @Martin-O2?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

Message 25 of 146
1,782 Views

Jazzyrcz
Level 1: Joiner
  • 2 Posts
  • 0 Topics
  • 0 Solutions
Registered:
Can't even get through on phone keeps saying unable to take calls at the moment my phone has been disconnected and I can't speak to no one what the hell is this
Message 26 of 146
1,765 Views

pgn
Level 53: Renowned
  • 19180 Posts
  • 152 Topics
  • 196 Solutions
Registered:

@Jazzyrcz wrote:
Can't even get through on phone keeps saying unable to take calls at the moment my phone has been disconnected and I can't speak to no one what the hell is this

Best time to get onto the queue seems to be around 08:15 in the morning - when you get to the on-hold music, just hang on, @Jazzyrcz, and wait - it took 40mins for them to pick up my call off the queue the other day. My first two attempts got dumped, 3rd made it onto the queue.

Screenshot_20200404-092526.jpgScreenshot_20200404-092550.jpg

Good luck!

Most Random Thread.pngMost Useful Guide.pngWe cannot access your account
Message 27 of 146
1,761 Views

Jazzyrcz
Level 1: Joiner
  • 2 Posts
  • 0 Topics
  • 0 Solutions
Registered:
Pgn I tried, after the robot lady says I'll just put you through blah blah it dials for 1 or 2 secs then says unable to answer call at the moment did u get that too?
Message 28 of 146
1,755 Views

pgn
Level 53: Renowned
  • 19180 Posts
  • 152 Topics
  • 196 Solutions
Registered:

@Jazzyrcz wrote:
Pgn I tried, after the robot lady says I'll just put you through blah blah it dials for 1 or 2 secs then says unable to answer call at the moment did u get that too?

Hi again, @Jazzyrcz,

 

On 202, I got dumped after option 1 and option 1 again.

 

On the 0800 number, I got a TXT link to O2 website and a link for the app, then cut-off.

 

3rd time to 202 again, 1, 1 and a ring tone for 5 secs, then the queue music. 

 

SMS below for ref. 

 

Try again in the morning? Not sure about Sunday hours tho. 

 

Screenshot_20200404-162427.jpg

Screenshot_20200404-162502.jpg

Most Random Thread.pngMost Useful Guide.pngWe cannot access your account
Message 29 of 146
1,752 Views

Cleoriff
Level 94: Supreme
  • 103843 Posts
  • 780 Topics
  • 4902 Solutions
Registered:

@MI5 

We have seen a vast increase in spam calls and texts which are related to the Covid 19 crisis.

I wonder if we should include these in the help guide and what action to take?

 

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.

 

Just a thought.

 

 

*The Game Is On*

Most-Helpful-MemberFriendliest-MemberMost-Useful-GuideBest-Feedbacker
Message 30 of 146
1,712 Views