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
These guys can give you more time to pay but you may still be cut off as it is an automated system process.
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
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.
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:
Now the bad - things that you cannot do:
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
How to block a number:
General guide on here Guide: Are you fed up with spam calls and texts? Follow these steps to help stop them
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.
Hi I have been on a monthly contract for 2 years with 02 that has recently moved to a rolling monthly one. I have seen a sim plan on 02 which I would like to get as I have just ordered a new phone (Buying outright from Samsung) how do I go about getting it and keeping my mobile number?
thank you for your reply. I have tried phoning the customer service number (the one that ends 0202 and the 4445 one) and it explains that you can only call under specific circumstances, then it asks me to say 'in a few words' what my problem is - ive tried every combination I can think of that might make the system put me through but it just hangs up - ive tried saying nothing and that hangs up too. I said it was an account issue, i said i have no connectivity, i said allowance not loaded and nothing worked.
I'll try the other numbers you've given and see if i can get into a queue - just getting the the hold music would be good right now.
Keep trying - if there is an option for Payment or Billing, take it - you will have to ring when your pay-date is missed and they disconnect you anyway.
8am tomorrow morning is a good time to try, even then wait-times once you get onto the queue with the music can be 50mins or more.
Webchat opens up in a limited form again tomorrow, you might wish to try that also, whilst waiting, @Nik3