Our latest update on COVID-19 (Coronavirus)

[Chris_K]

Hello everyone. We will update this thread with the latest statements or announcements regarding COVID-19 for our business and our customers. Please see below a message from Mark Evans, O2's CEO, including the steps we're taking for our customers, network, and employees.

---

Mark Evans, CEO, O2 (Telefonica UK)

We know people are relying on our network more than ever right now and we take that responsibility very seriously. We're monitoring the situation closely so we can make the right decisions. I wanted to share some of the simple but important steps O2 is taking to keep our customers and communities connected. We’ll continue to update this as things evolve. 

Thank you for being with O2. We’ll do everything we can to try and make things easier for you during this difficult time.

Thanks again and take care.

---

UPDATE 26 March: Today, we announce several more website that we are zero-rating for O2 customers. Theseadditional support and advice websites will help our customers access the support they need, worry free, during the ongoing COVID-19 crisis.Full list of websites here.

UPDATE 23 March: Effective immediately from this evening to protect our employees and customers, we have decided to close our stores. Our www.o2.co.uk website continues to operate, where we also have a wealth of help and support information, as well as self-serve support.

Steps we’re taking to keep Britain connected when we all need it most 

For our customers: 

• You can now access NHS websites without using your data allowance and the 111 helpline has always been free. 
• You have 24/7 access to your account on My O2 through the app or online. This is the best way to stay in touch and manage any customer service queries.

On our network:    

• We're investing £2 million every single day in our network to make it as reliable as possible.
• Over the last few days, we've increased our capacity even further, to help handle the extra demand and we’ll continue to do this.

About our shops:

• We’ve closed all O2 shops in the UK now to protect both our customers and our people.
• We’re protecting our peoples’ base pay whilst our shops are shut.

For businesses and government: 

• We're holding flexible working webinars for hundreds of businesses so they can stay productive.
• We're working with the government to help them use mobile data and technology to manage the pandemic.

For our people:

• We're updating our people every day and have a dedicated internal helpline for any concerns they have.
• We've also guaranteed base pay for all staff if they need time off to self-isolate or to look after their family.

We’re asking you to keep customer service lines free for those who need help most: 

• Lockdown measures have meant our call centres are severely restricted. Please support our reduced team by only calling in the most urgent circumstances, like reporting fraud or a stolen phone. For everything else, please try to find answers on our website or through My O2.

O2 Business customer? Read our COVID-19 update for business.

FAQs

Who can I talk to if I have a question?

We’ve followed the government’s guidance and closed our stores, and our Live Chat is currently unavailable. Our phone lines are still open but with reduced opening hours, and because we’re busier than usual, we need to prioritise calls. 

If you’re having problems using your phone or paying your bill, your phone is lost or stolen, or you’re reporting fraudulent activity, we’ll be able to speak to you over the phone.

For anything else, please take a look at our help pages, sign in to My O2 or if you’re a business customer, try My O2 Business.

I don’t know how My O2 works – how can I get help?

Check out our handy How-to guide to get started.

What support services are free to access on O2?

	Website	Category
1.	citizensadvice.org.uk	Citizens Advice Financial advice
2.	moneyadviceservice.org.uk	Financial advice
3.	stepchange.org	Financial advice
4.	samaritans.org	Emotional support
5.	mind.org.uk	Mental health/ emotional support
6.	rethink.org	Mental health/ emotional support
7.	anxietyuk.org.uk	Mental health/ emotional support
8.	youngminds.org.uk	Mental health/ young people
9.	mindout.org.uk	Mental health/ LGBTQ
10.	ageuk.org.uk	Older people
11.	thesilverline.org.uk	Older people
12.	themix.org.uk	Young people
13.	childline.co.uk	Children
14.	alzheimers.org.uk	Health - Alzheimer’s
15.	macmillan.org.uk	Health -  cancer support
16.	asthma.org.uk	Health - asthma
17.	bhf.org.uk	Health - heart
18.	diabetes.org.uk	Health - diabetes
19.	scope.org.uk	Disabled people - general
20.	rnib.org.uk	Disabled people - sight
21.	actiononhearingloss.org.uk	Disabled people – hearing
22.	cruse.org.uk	Bereavement

Will this affect the delivery, return or repair of my device or accessory?

Thankfully, many parts of our business are still running as usual. So deliveries, returns and repairs will still happen in the normal timeframe. If this changes, we’ll let you know.

I’m using up my data allowance faster than usual – what can I do?

Take a look at this advice from Ofcom that you may find useful.

Further Info

• All latest COVID-19 updates will be put here
• Download the My O2 app and manage your account instantly
• Want more info on My O2, what you can do, and how to use it? Check out our Community guide here
• Find out if you need to contact customer services and how to access self help with this community guide

[Cleoriff]

@nick19800 

Have you tried all the numbers in the link above? Try them all, press any option (whether it's your issue or not).

People were getting through yesterday.

[Dancamz]

O2 have been nothing short of disgusting through this whole period.

I requested a 3 month COVID-19 payment holiday only 2-3 weeks ago and I was told on the phone this was okay and that it wouldnt affect my credit rating during these 3 months and that I wouldnt be disconnected.

I am only 2-3 weeks into the 3 month payment holiday and :

1) my credit report has already told me I have a negative update from O2 coming

2) O2 have disconnected my phone about 5 times in the last 2 weeks.

3) they have sent emails saying they will be terminating my number and charging me a termination fee

4) i have 2 numbers with o2 and my 2nd number isnt even showing in MyO2 right now..

5) i have had to contact O2 almost every 1-2 days for the last 2 weeks to get my phone reconnected just for it to disconnect again a day later

is this what my life is going to be for the remaining 2.5 months of my supposed "payment holiday"

I took a 3 month payment holiday with one of my credit cards a few months ago too.... you know how many times I was bothered by them in 3 months? only once... near the end of the holiday to tell me it was ending.... and my card was never shut off....

O2 are disgusting

[Cleoriff]

@Dancamz 

If you wish to make a complaint then follow the info in this guide https://www.o2.co.uk/how-to-complain 

You can also ask Resolver for help with your complaint  https://www.resolver.co.uk/companies/o2-complaints?territory_id=5