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Posts: 108,354
Topics: 560
Solutions: 14,350
Registered: ‎04-04-2012

Coronavirus (Covid 19) Community Help and Support

[ Edited ]

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.

 

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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)
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Posts: 92,650
Topics: 751
Registered: ‎14-01-2013

Re: Coronavirus (Covid 19) Community Help and Support

Excellent guide @MI5 . Something we can refer customers to.

My only suggestion is you add the 'simple' Contact Us guide https://www.o2.co.uk/contactus  as the big one is a bit lengthy for people to wade through?

*The Game Is On*

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Level 47: Going Places
Posts: 6,154
Registered: ‎26-03-2014

Re: Coronavirus (Covid 19) Community Help and Support

Nice work @MI5.
The only thing to add is maybe a few things that people can or can't do themselves either via the website or the app.
So yes: change bank details, upgrade, unlock phone.
No: add/remove/change spend caps.

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

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Posts: 108,354
Topics: 560
Solutions: 14,350
Registered: ‎04-04-2012

Re: Coronavirus (Covid 19) Community Help and Support

Feel free to drop it in to a post @gmarkj thumbsup

Let's make this a real community guide.

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)
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Level 31: Resolver
Posts: 5,439
Registered: ‎03-08-2018

Re: Coronavirus (Covid 19) Community Help and Support

Great idea @MI5 

 

 



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Posts: 81,107
Topics: 575
Solutions: 3,922
Registered: ‎04-01-2009

Re: Coronavirus (Covid 19) Community Help and Support

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O2 Support
Posts: 192
Registered: ‎27-03-2020

Re: Coronavirus (Covid 19) Community Help and Support

You Guys are fab Smiley Happy

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Highlighted
Level 47: Going Places
Posts: 6,154
Registered: ‎26-03-2014

Re: Coronavirus (Covid 19) Community Help and Support

[ Edited ]

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)

 

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

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

Highlighted
Posts: 92,650
Topics: 751
Registered: ‎14-01-2013

Re: Coronavirus (Covid 19) Community Help and Support

Great addition @gmarkj thumbsup

*The Game Is On*

Most-Helpful-MemberFriendliest-MemberMost-Useful-GuideBest-Feedbacker
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Level 68: Extraordinaire
Posts: 15,797
Registered: ‎31-03-2010

Re: Coronavirus (Covid 19) Community Help and Support

Great OP and addition @MI5 and @gmarkj 

@Martin-O2@Marjo is there any way this post can be made a sticky and the subject title put in BOLD at the top of the first page? It's slipping down the list from the avalanche of posts and is already on Page 3 on my view of it. Might help a few who read posts before they post their own question so they don't ask a question answered by this one.

I DO NOT WORK FOR O2



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