You need to speak to O2 as each case will be reviewed individually https://community.o2.co.uk/t5/Welcome-News/Our-latest-update-on-COVID-19-Coronavirus/td-p/1303464
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
Track usage, upgrade and get support with the My O2 appDownload My O2