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Coronavirus (Covid 19) Community Help and Support

MI5
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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)
Message 1 of 148
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Viorica
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Hello,I need to change my number
In a last week I received the call from one county is like 30 calls per day
This is very annoying
Every call is like beep
And this missing calls during also in the night
time
I try to bock the number but every time they call me with different numbers
Message 31 of 148
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jonsie
Level 94: Supreme
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O2 will change your number, you are allowed one free number change for nuisance calls. The bad news is you have to contact customer service.

Guide: How to change your mobile number 

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Adrian3
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Hello. Please tell me what I can do because I used the O2 Refresh offer and want to return the phone and return to the previous subscription status. Please help, because the offer is £ 500 larger, as with other operators. Thank you.
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gmarkj
Level 59: Quartermaster
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Call the numbers in the first post on this thread to discuss your return @Adrian3

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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Adrian3
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Ok thank you. slight_smile
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Martin-O2
Community Manager
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Thanks for continuing to add new info in the comments guys! I'll take some time later today to update the OP with the new info. It's great to see so much collaboration on getting all the right info there for people. smiling

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? slight_smile
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Cleoriff
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@Martin-O2  @Marjo 

Could we make this thread a guide with a hashtag please. It would make things so much easier?

ie #Guide: Coronavirus, Community Help.

Veritas Numquam Perit

Girl in a jacket
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AnneMarie
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Hi Martin,

 

I need to request a new sim for the Samsng S20 5G,. My phone keeps turning of during calls, I believe the reason is I have my old sim card in my phone and this could be the cause. I did get one with the phone but thought it was not working so I binned it 😞 bu when I phone 02 I get direct to here and are not able to speak to anyone regardless of what option I choose. Are you able to help.

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jonsie
Level 94: Supreme
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Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

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Message 39 of 148
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Martin-O2
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@Cleoriff wrote:

@Martin-O2  @Marjo 

Could we make this thread a guide with a hashtag please. It would make things so much easier?

ie #Guide: Coronavirus, Community Help.


Great idea @Cleoriff! I've set this up now. #corona will bring up the link. Any issues with it please let me know. wink

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? slight_smile
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