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.
For our customers:
On our network:
For businesses and government:
For our people:
We’re asking you to keep customer service lines free for those who need help most:
O2 Business customer? Read our COVID-19 update for business.
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.
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?
|1.||citizensadvice.org.uk||Citizens Advice Financial advice|
|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|
|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|
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.
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