After the initial excitement and elation of ordering or picking up your shiny new phone and sim you may have a few questions. We want to make your journey with O2 as easy and simple as possible so we have asked our community members to help answer some of the questions we get asked most.
Grab a brew ☕ and take a look at how we can help...
•••••••• KEY QUESTIONS ••••••••
What’s my mobile number?
That’s quite an important aspect and there are a few places you can find it: Guide: How do I find my own mobile number?
Do I need a new/different sized SIM? Do I need to use this new SIM?
Depending on your phone you may just need to pop in your existing SIM or the new one received - check here for a guide to help: Guide: Sim Swap: a mini guide
I should have a discount?
There are a number of different discounts that can be applied (O2 Open, Friends & Family, Family Plan and Student) and if you’re unsure if it’s been added then these guides will help:
PAC or a PUK?
One helps to move your number over from a different network (PAC) and the other unlocks your SIM pin (PUK) – let us help you here: Guide: What code do I need: PAC or PUK
How do I keep my number from another Network or O2 Account?
Do you need a PAC? How do I get one? Transfer of Ownership? There are lots of options and we can help: Guide: Migration & porting into O2
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
I have a new device, but need to unlock my old one?
No point that old device sitting in a draw if you don’t want to recycle it. If you get it unlocked then you can pass it on: Guide: Unlocking an O2 phone to use a different SIM card
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
•••••••• HELPFUL GUIDES ••••••••
Here are a selection of the most useful guides and boards introducing you to some helpful Apps, useful support and exciting O2 treats.
How to Pay: There are several options and this guide helps you to keep up to date: Guide: How to Pay Your Bill (Contract)
The best bits of O2: You are already with us, but here are some things to enjoy with O2 Benefits of choosing O2
Priority: Why wouldn’t you want to get involved, invite-only moments, experiences, perks and more - make the most of being with O2: check out our Priority board.
Accessibility: Find out how we are making O2 accessible to everyone – BSL support videos, specialist support, SignVideo and more on our Access For All board.
Received your first bill? Have a look at our interactive bill for help understanding your bill
Guide Library: We have selected a few key guides but the members have lots more useful and helpful content and you can find it all here.
Reviews: Our members love to review new devices and tech so if you are unsure of your next device or just fancy a browse take a look here.
For further support, check out Guide: How to find help & contact O2
•••••••• COMMUNITY-SPECIFIC INFORMATION ••••••••
If you want to get involved here are a few reasons why and how