Welcome to O2!

[Martin-O2]

Hello everyone,

We'd like to officially welcome to you to the O2 network! If you're a new customer or have returned to O2 after a few years with a different network provider there is a lot if information to digest so we've put together this handy welcome topic which will give you all the information you need to get started and start enjoying the benefits of being an O2 customer. 

 What is my mobile number? 

This one might seem obvious but finding out your new mobile number can be confusing but don't worry as there are several ways to find out what your new number is. Guide: How do I find my own mobile number? 

How to I keep my previous number? 

Whether you're upgrading or joining us from another network if you wish to keep your existing phone number check out the steps in this guide. Guide: Migration & porting into O2  

Do I need a new sim card? 

Depending on the make and model of your handset you might need a new sim card. Check here for all the details you'll need to get a new sim have have your account linked to that new sim. Guide: Sim Swap: a mini guide 2017 update 

What is O2 Refresh and a Custom plan?

Let us guide you through our innovative, game changing device plans – its not all about the shiny device in your hand. Guide: How does O2 Refresh work? 

My first bill seems to be more than I expected?

Depending on when you opened your contract you could have prorated charges you can find more information here 

I have my new phone. How do I recycle my old one?

We can help you with that with our recycling options. Check out All you need to know about O2 Recycle

What are the benefits of being with O2? 

Being an O2 customer gives you access to many perks including but not limited to a fantastic roaming experience. O2 Priority tickets, offers and discounts. O2 extras and many more benefits. For more information check out this topic. If you're also a Virgin Media customer you will have access to Volt which provides exclusive benefits for being a customer of both O2 and Virgin Media. 

If you still have questions then have a read through our FAQ topic which covers even more information or you you can signup to become a community member and ask your question directly to our experienced community members. For details on joining the community and the benefits of doing so check out this topic. 

[tkp18page]

I have just got a new sim with o2. I have a contract my parent pays for with the same number as I sent a pac code for the same number. My email says I have a new number but I sent a pac code to keep my old one. I cannot get onto the myo2 app and it says there’s problems I’m wondering if this is due to my parent having a account with their email and my number aswell as me having a account with my email and my number 

[madasaf1sh]

@tkp18page 

You always start with a temporary number, and then your old number gets ported over..

Who is your current number with as if its with o2 then a pac code wont work, you will need to setup an account with your temp number, and then get which ever parent pays the bill on the phone with you to arrange to move the number to the new contract. 

They will need to pay off any outstanding minimum term or device plan.

This might help Guide: Migration & porting into O2  

[Jaxs69]

I think you'll find the same with most mobile companies. I've been with EE for 9 years and just ended my contract due to rubbish network despite their claims. They weren't interested in keeping me as a customer either so loyalty stands for nothing!