cancel
Showing results for 
Search instead for 
Did you mean: 

Coronavirus (Covid 19) Community Help and Support

MI5
Level 94: Supreme
  • 128171 Posts
  • 614 Topics
  • 22506 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.

 

Community_STS_PAC2.png
Community_STS_1.png Community_STS_2.png

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 148
96,159 Views
147 REPLIES 147

JimT
Level 1: Joiner
  • 3 Posts
  • 1 Topics
  • 0 Solutions
Registered:

Great advice. Got through pretty quickly and issue was resolved immediately.

 

Kind regards,

JimT

Message 121 of 148
1,708 Views

jonsie
Level 94: Supreme
  • 87324 Posts
  • 596 Topics
  • 5291 Solutions
Registered:

Good to hear @JimT 

Stay safe pray

2020-Awards-jonsie5695219-2




O2 Social Media

SM IconsTwitter

Instagram

Facebook




Message 122 of 148
1,707 Views

Javis995
Level 1: Joiner
  • 1 Posts
  • 0 Topics
  • 0 Solutions
Registered:
How do I get a deposit back currently. Customer service number doesn’t give me the option to talk to some one
Message 123 of 148
1,663 Views

gmarkj
Level 59: Quartermaster
  • 9052 Posts
  • 90 Topics
  • 722 Solutions
Registered:
It will appear on your 4th bill assuming you have paid the first 3 on time.
Once there you call customer services using ANY option to request it is refunded.

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 124 of 148
1,661 Views

Riku
Level 1: Joiner
  • 3 Posts
  • 1 Topics
  • 0 Solutions
Registered:

Thanks Martin - everything I have tried seems to be shut at the moment, I'll have another go in a bit.

Message 125 of 148
1,644 Views

Emma21
Level 1: Joiner
  • 2 Posts
  • 1 Topics
  • 0 Solutions
Registered:

Thanks so much!

Message 126 of 148
1,615 Views

pgn
Level 64: Magistrate
  • 24678 Posts
  • 177 Topics
  • 745 Solutions
Registered:

Might need an edit to add the number 8002 for Business contracts, and any related geographical numbers for that side of O2. 🙏

O2CommunityAwardNotCS




O2 Social Media
SM Icons(Twitter | Instagram | Facebook)















Message 127 of 148
1,610 Views

Nik3
Level 1: Joiner
  • 32 Posts
  • 4 Topics
  • 0 Solutions
Registered:
Hey my son has been disconnected but I haven’t. I am the one paying the contracts. I tried phoning him it’s keeps saying welcome to o2. He still has internet and that thro the app. So don’t know y it’s saying this. I can message and phone. X
Message 128 of 148
1,589 Views

Boop
Level 1: Joiner
  • 1 Posts
  • 0 Topics
  • 0 Solutions
Registered:
I have several accounts and need to cancel one urgently.. how do I do this.. ? Thank you.
Message 129 of 148
1,523 Views

Cleoriff
Level 94: Supreme
  • 112474 Posts
  • 801 Topics
  • 6700 Solutions
Registered:

@Boop 

You need to contact O2.All numbers are in this guide

Guide: Coronavirus Community Help and Support 

 

Veritas Numquam Perit

Girl in a jacket
Message 130 of 148
1,512 Views