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Community Manager
Posts: 5,853
Registered: ‎23-07-2014

How to find help & contact O2: A Guide

[ Edited ]

Hi everyone,

 

People often search and ask here on the Community how to get in touch with O2 about different types of queries.

We've made the below guide and suggestions based on these questions and I hope it's helpful if you're not sure who to contact in what situation. Smiley Happy

 

 


GENERAL QUESTIONS & MY O2 ACCOUNT: SELF HELP


 

The Community:

If you have any general queries about O2 products and services that don't require customer service to check your private account details, here's what you can do on the community: check existing forum topics for answers (you can browse all the topic categories here), do a search for related topics, check our how-to guides, or post a new topic with your question. We have many knowledgeable members here on the community who might be able to help you out! Smiley Happy

 

A couple of tips below for posting your question on the community👇

Spoiler


Post in the right forum board

It may sound simple but posting your question in the right board helps you get a quick and helpful answer to your query. We have loads of knowledgeable members waiting to help but they won't be looking in the Off Topic board for a Pay Monthly question. There's a dropdown listing all the available boards when you're posting a new topic, and you can also find the boards listed here.

 

Provide plenty of detail

Your question might be complicated or something the community has not seen before so give as much detail and context as possible in your post. Other members may ask follow-up questions if things are unclear. Remember not to post personal info like phone numbers as the community is public. 

(If you're not a member yet, register here to join the community.)

 

My O2:

In My O2 you can manage your account, view your tariff and allowances, check your bills, check your usage, add bolt-ons, and check if you're eligible for an upgrade. You can also make payments and change your payment details as well as view your recent orders. If you need to change your contact preferences or unlock your phone, you can do that also via My O2.

 

We have how-to guides written by the community that should help you further on how to use My O2:

Spoiler

 

Help articles on the O2 website:

There's a lot of information on the help pages about phones, SIMs and devices, Pay Monthly, Pay as You Go, digital Services, Account and billing, network coverage and international, apps, safety and security. So have a look here in case you can find an answer to your question.

 

See here the different categories of help articles:

Spoiler

 

If still no luck with your query, or it requires us to check our systems, see information on our different contact channels below.

 


ACCOUNT-RELATED QUERIES: CUSTOMER SERVICE CHANNELS


 

Contacting O2 via Live Chat: 

Our teams on Live chat are there to support you from 7am to 11pm and can help you with most queries inc billing, lost and stolen, network and many more.

There are a few key things that they can’t help with which are:

  • Taking a payment (you can do this online, through My O2 or on the IVR)
  • Insurance queries (give us a call for this)
  • Payment Management queries (you need to give us a call for this)

The best way to contact Live Chat is through the My O2 app. If you are having any issues connecting on the computer, make sure you refresh your browser and if you still have issues then clear your cache. 

 

Contacting O2 on Social Media:

We are active across all the main Social channels and you can get help from us on each of these:

We can help with all queries from general support, Priority help to account specific queries about your tariff or bill – nothing is too much trouble for our Social teams who are available from 7am till 10pm.

The team will normally get back to you within the hour and look to help as best they can – they may need to arrange a callback for some queries that they can’t complete online, but will talk this through with you.

We also offer Guru help too – helping you with any technical issue all on the Social channels.

 

Contacting O2 by telephone:

We are of course available to help over the phone and the team can deal with any query you may have – we also have some options we can help with without having to speak to someone like making a payment.

There are a few different options depending on the type of customer you are take a look here for the best option:

Spoiler

 

Pay monthly

Customer Service

Number

Charges

From your O2 mobile

202

Free

From a landline

0344 809 0202

Standard UK Rate

From abroad

+44 344 809 0202

Free

Pay as you Go

Customer Service

Number

Charges

From your O2 mobile

4445

Free

From a landline

0344 8090222

Standard UK Rate

From abroad

+44 7860 980 202

International rates

Top-Up service

Number

Charges

From your O2 mobile

4444

Free

From a landline

0345 6062277

Standard UK Rate

Business

Business Customer Service

Number

Charges

From your O2 mobile

8002

Free

From a landline

0800 977 7337

Free

From abroad

+44 808 100 4439

Free

Online Business Customer Service

Number

Charges

From your O2 mobile

8002

Free

From a landline

0800 977 7027

Free

From abroad

+44 808 100 4439

Free

 

Visiting an O2 Store: 

Our Stores are also there to help and can deal with a number of different service related queries. You can find your nearest store here.

You can also book some time in with an O2 Guru if you need some technical help including transferring data, setting up a new device, using a specific feature, etc. It’s important to book a slot as the guys can be really busy and not able to help if you don’t have an appointment – check and book here.

You can also get lots of Guru support online – see below.

 


ACCESS FOR ALL


 

Our Access For You service is designed to make it easier for you to access O2 services if you would normally struggle due to a disability or personal situation. If you find it difficult to access any of our services due to a disability or personal situation you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us. This means you only have to tell us about your requirements once. There are a number of adjustments we can make to support you depending on your personal circumstances.

 

To discuss everything related to Accessibility here on the community, check out our Access For All forum boardIn this space, you will be able to find out all about O2’s Accessibility options, get support and share experiences.

 


DIFFICULT QUERIES AND IF YOU GET STUCK


 

If you have an issue that remains unresolved despite contacting Customer Service about it already, you might understandably feel disappointed and "stuck". If this happens, we also have the below methods you can try to resolve the issue:

 

Community Team:

If you are stuck with an issue and need help, one of our Community Team members can see how we can help you further - you can tag us ( @Marjo@Martin-O2, @EmilieT ) into the topic and one of us will pick it up.

 

Ask an O2 Guru:

We also have Gurus who can help deal with more technical queries. They are available through the above Chat, Voice and Social channels as well as in our stores. They also have some specific online services that you can check out too:

 

Negative customer service experience - providing feedback:

If you've had an experience with customer service and it wasn't so great, we're sorry to hear that. Please do feel free to post your feedback here on the community (see Feedback board) and our Community Managers will make sure to pass this on to the business. They might drop you a Private Message after you've posted to get further details to make sure your feedback gets looked into.

 

Making an Official Complaint:

If you've tried everything above without success and remain stuck without a resolution, we're really sorry to hear that. Smiley Sad You can make an official complaint by contacting our Complaints team or raising your complaint via Resolver.

All the information you need is here.

When you raise a complaint with us we will acknowledge it within 24hrs and you should have an initial response within 5 working days.

Resolver are a 3rd party service that helps you to raise and track a complaint – find out more here.

 


OTHER TYPES OF QUERIES


 

NSPCC and staying safe online:

O2 partners with NSPCC to help with kids' online safety. If you have any questions or concerns related to techy advice such as parental controls or security settings on apps or phones, or want help with more personal matters like online bullying, you can contact our helpline. You can give us a call on 0808 800 5002 for free, Mon – Fri 9am – 7pm . If your child is worried about you talking to us, you can also call us together.

 

 

 

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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Posts: 73,245
Topics: 688
Registered: ‎14-01-2013

Re: How to find help & contact O2: A Guide

[ Edited ]

Great guide @Marjo 

Extremely informative. Where will you put it for easy access for all?

As it's specifically aimed at new members I presume it will stay here in the Welcome and News section?

*The Game Is On*


Community Manager
Posts: 5,853
Registered: ‎23-07-2014

Re: How to find help & contact O2: A Guide

Thanks @Cleoriff ! Smiley Happy Yes it's best to keep it here at least for now, and it might help if you guys can link to it when you see questions from members around how to contact O2, so we get links in several topics eventually which means more visibility. We can also have it featured on some other helpful topics such as the main FAQs topic for easy access!

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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Posts: 70,327
Topics: 548
Registered: ‎04-01-2009

Re: How to find help & contact O2: A Guide

Brilliant guide @Marjo and so much more than the contract us link  

Posts: 10,294
Topics: 83
Kudos: 1,115
Blog Posts: 2
Registered: ‎22-08-2016

Re: How to find help & contact O2: A Guide

[ Edited ]

Great Guide @Marjo, you've covered everything a new member could possibly struggle with. Well done and as @jonsie  said more informative than 'contact us'.

Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb

Community Manager
Posts: 5,853
Registered: ‎23-07-2014

Re: How to find help & contact O2: A Guide

Cheers @jonsie , @Glory1 , glad you think it's useful! Smiley Happy

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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Highlighted
Anonymous
Posts: 0

Re: How to find help & contact O2: A Guide

Excellent guide . Bookmarked

Posts: 11,523
Topics: 255
Kudos: 446
Registered: ‎11-01-2014

Re: How to find help & contact O2: A Guide

Brilliant guide  @Marjo  smiling

*possum si vollo* *per ardua ad astra*



I don't work for O2
Xperia L1 - The Android Army Marches Onwards
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Level 42: Skillful
Posts: 3,952
Registered: ‎26-03-2014

Re: How to find help & contact O2: A Guide

Nice one @Marjo!
Now using the LG V30.

Previously: LG G4, Sony Z1, HTC Sensation XE, Samsung Omnia i900
Try the Tech Galaxy Note 4
Try the Tech Lumia 640LTE and Microsoft Band
Community Manager
Posts: 5,853
Registered: ‎23-07-2014

Re: How to find help & contact O2: A Guide

Cheers guys glad you like it @Anonymous , @WispaRed7@gmarkjthumbsup

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


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