What is the best customer service number for O2?

*This website advises that calls to 084 numbers cost 7p/min plus your phone provider’s access charge.

It is easier to speak on the phone with an O2 customer service agent if you follow the tips that we provide you with at the end of the article. Just about every existing O2 customer at some point during their O2 contract will need to speak with a customer service representative. Although it can be a time consuming chore, particularly during peak hours, this is still the fastest and best way to get any problems you might be having with your service addressed and quickly resolved.

There are a number of different reasons why you might need to call 02 customer service. You might have moved to a different bank or city and need to update your payment or contact information. Or maybe you were the victim of a crime and need to report that your phone has been stolen. No matter how minor or major your issue is, a customer service agent is there to assist you no matter what time it happens to be.

Why might you need to contact O2 customer service?

Any phone can be used to call the O2 contact number. Their customer service is available 7 days per week, 365 days per year, with an average wait time of getting to speak with an agent being around 7 to 10 minutes.

The main reasons why you might need to call the 02 customer service number include the following:

  • Update or change your account details
  • Billing errors
  • Loss or theft of mobile device
  • Data issues
  • Reporting a network failure
  • Changes or modifications to your phone number
  • Upgrade eligibility
  • To cancel your O2 service
  • Questions regarding your contract or service

About O2

O2 is a commercial brand that Telefonica UK owns. It is a leading digital communications company with recent statistics showing that has the highest satisfaction rate in terms of customer service among its clients. They have more than 23 million UK customers and owns 50% of Tesco Mobile as well.

O2’s helpline takes customer satisfaction and service very seriously. They not only have very well trained live agents taking your call and guiding you through the steps needed to resolve your issues, but they have developed an app that smartphone users can use as well. The wait time is minimal, when you are put on hold before speaking with a customer service agent, no matter what time of day it is.

Helpful tips when you are calling the O2 customer service number

– Make sure you have all of your personal details and account information on hand, so that you can get the support and help that you need quickly.
– When calling the O2 number, have a pen and paper handy to write down and directions you may need to take following your call.
– It may be faster to make calls to the O2 customer support contact number during off peak hours.

Answers to Common O2 Support Questions

Below are answers to common questions with answers that we have found for you from across the internet. Our goal is to bring these common questions together in one place so you can find answers faster. We are in no way connected to or represent O2. All information has been publically sourced from the internet and we cannot guarantee the accuracy of information.

Is it possible to keep my mobile number with O2?

Yes! Whether you are switching to O2 from another network, or moving between a Pay As You Go phone to a monthly plan, there are ways to keep your mobile number. To do this you’ll need to ask for a code which consists of three letters and six numbers, called a PAC code.

Once you receive this code it’ll be valid for around a month (30 days). Then you need to get in contact with O2 either on the phone or by filling out their ‘keep my number’ form.

Then O2 may give you a temporary number for 30 days while they process this switch. After that, the temporary telephone number may cease to work and you’ll go back to using your own phone number from before.

What do I do if my O2 device is lost or stolen?

If your O2 device has been lost or stolen, a representative at O2 is there to help. They have the ability to block your device and send you a new sim that may allow you to use the same number.

If you have purchased phone insurance, they can also assist in helping with your claim and replacement of your device.

How do I get a new phone on O2?

Whether you can get a new device at a reduced cost or for free depends on a few different things. If you are on a high end contract that is nearing its expiry date then it is likely you can negotiate for a phone or receive a new handset when you renew your contract.

If your contract has a significant amount of time left you may need to pay additional costs or the cost of the remainder of your contract in order to sign up to a new plan and receive a new handset. If you are on Pay As You Go with O2 then you may need to purchase your handset outright.

For more information on plans available you should contact O2 support directly.

Can I use my O2 service abroad?

Yes! They have a special service for people that may be traveling and want to use their service while abroad. With O2 travel, you have the ability to access talk, text and use internet in 65 countries worldwide. There are extra charges associated with this service. Contact O2 customer support for specific details on the travel service.

Is roaming or taking my phone abroad free now?

Not quite. In summer of 2017 (June) a new piece of EU legislation was introduced which limits the amount networks can charge for roaming. Basically, this means that if you are travelling inside the EU then you may not be charged additional fees for roaming by 02, as long as you stay in the terms of your contract. This is a great thing for travelling or roaming inside the EU, but you should note that this does not apply to countries outside the EU or in any other EU country that is not party to the agreement.

For that reason you should always try and do research on the country you’re going to and whether it’s subscribed to this piece of legislation, to make sure that you don’t have any additional charges from using your phone abroad.

Does roaming apply to data too?

Yes, as long as you are using the data included in your contract plan with O2 then you may not be charged an additional fee. However, there is no 4G agreement as of yet so if you have a high end 4th generation smartphone then you may not be able to access the same speeds that you would get in the UK, you may only be able to access 3g.

Remember that using WiFi when possible limits your consumption of data and this can save your plan too.

How do I unlock an O2 mobile device?

The easiest way to unlock your phone is by using My O2 Online or the My O2 App. If you are a Pay Monthly customer, in most cases you can unlock your phone whenever you want, but you may need to complete your contract.

If you use O2’s Pay As You Go service, you may only be able to unlock your phone 1 year after purchasing it.

What if my bill is more than expected?

There are many reasons that your o2 bill might appear higher than normal. You should start by thinking about whether you’ve purchased any additional services or subscribed to any products that are delivered over your phone, as this can often be the cause of a heightened bill.

The next thing to look for is whether you went over your allowance for data, minutes, or texts.

When you go over the amount of your allowed services that’s written in your contract you can be charged for every additional unit (e.g. every text message, or every megabyte of data). This can lead to a higher bill than usual.

Contacting the o2 customer service department to discuss your bill is another way to find out how and why your bill is higher than normal. Finally, due to inflation, it may be the case that the company has raised your bill to match inflation figure for the year. This is now a standard practice to account for the fact that prices increase and monetary value decreases over time.

I need to find more information about my bill, where should I look?

There are lots of places to look to find new information about your O2 bill. The most convenient way may be using the My O2 service. To use it, you need your email address and password, as well as your telephone number.

If you are a contract customer, you may already be registered for a My O2 account, but if you are on a Pay As You Go service then you may need to go to the website or call O2 to register. From this point on, you can access billing information by using the app.

When you sign into My O2 you can access copies of your bills, including your most current bill. You can also see when the bill is due to be paid, and how your bill has been calculated this month, as well as any additional charges or extra services that have been applied to your contract.

If you prefer to receive a real paper copy of your bill then you can ask them to provide one by getting in contact, but you now may be charged an additional fee of between 1 GBP and 1.50 GBP, depending on the level of detail that you want your hard copy to show.

For any additional information on your bill you may wish to get in touch with 02 directly.

How can I save data on O2?

You can minimise the amount of data you use by downloading fewer films and TV shows, as well as by avoiding sending or downloading large email attachments. Another smart way to save your data is by using free WiFi wherever possible.

Fortunately for O2 customers, O2 provides a number of WiFi hotspots throughout the country which can be used completely free of charge.

Can I send my phone in to be repaired by O2?

Potentially. Customers who bought a device in-store may be able to arrange repairs at the shop where they originally made their purchase. Customers who bought a phone online might be able to use O2’s online returns service to organise repairs.

You may have to pay for some repairs but O2 may let you know in advance if this is the case.

What if I change my mind about my new phone?

If you change your mind about your new mobile phone, you may need to contact O2 as soon as possible. In some cases, you may be able to receive a refund or exchange your phone model.

What are the benefits of the O2 app?

The My O2 App is free for iPhone, Windows and Android phones, as well as on many tablets. You can check past phone bills on the go and sync the bill with your phone book so that it shows contact names rather than just numbers.

Do I need to use the O2 App?

You don’t need to use the O2 App to manage your account, but if you have a smartphone that is able to run the app and your phone is running either an Apple iOS or an Android operating system then you should consider downloading the app.

This is a convenient and easy way to manage y our account and view your services, bills, and other information. You can download the app from either the App Store or the Android marketplace, but you should check your phone’s compatibility before downloading.

How can I activate my O2 sim?

If you’re new to O2 as a Pay Monthly customer, you do not need to activate your sim, it’s already been set up. If you’re a new Pay As You Go customer, you just need to top up your phone credit, then your sim should automatically start working.

O2 customers who need a new sim due to having a different sized device, you may need to use O2’s ‘swap my sim’ page.

How can I set up my O2 voicemail?

To set up your voicemail inbox, you just need to call 901 from you O2 registered phone. You may be given a number of automated options over the phone so that you can personalise your voicemail inbox.

You may be able to add a security PIN and personal voice message to your mobile’s voicemail by following the instructions.

I can’t work out how to switch off my automatic voicemail, how do I do it?

This is a common issue. The most straightforward way of turning off your voicemail on O2 is to use your handset to dial 1750.

Otherwise, by calling the number 901 from your O2 phone you may be taken to a menu where you are able to adjust your voicemail settings, including your automatic answering, turning voicemail off and on, recording a personalized greeting, and more.

SIM Cards

How can I keep my old number?

If you would like to join O2 but keep your old number, you will need to request a PAC Code from your old network provider. In order to do this, your old SIM card or account may need to be active.

If you shut down the account or deactivate the SIM card early, you may not be able to transfer your old phone number to O2.

Once you have received your PAC Code, you can fill out the ‘Keep My Number’ form on the O2 website. You may need your old telephone number and your new (temporary) O2 phone number to hand. The temporary number can usually be found in the information that comes with the SIM itself or in the purchase confirmation email from them.

Your number should be transferred within one or two working days. You should receive a text from O2 to confirm that your number swap is being processed, and another text on the day that your number will be switched.

On the day that your number is switched, your old SIM may lose signal. When this happens, you can insert your new O2 SIM into your device. Your old phone number should switch to your new O2 SIM card within a matter of hours.

Please note: PAC Codes may expire, so it’s important use them within the time frame stated. Often, PAC Codes need to be used within 30 days.

Can I keep my old number if I’m moving from ‘Pay Monthly’ to ‘Pay As You Go’?

Yes. If you are an O2 Pay Monthly customer transferring to a Pay As You Go contract, you can keep your old number when you switch. Simply call the O2 customer service team to request that your phone number is switched.
Please note: Pay Monthly customers may need to complete their contracts or pay a charge to switch to Pay As You Go.

What size SIM card do I need?

You may need a different size of SIM depending on what kind of device you have. You can find out which size you need by reading the device instructions that came with your phone or by speaking to an O2 customer service representative.

The three kinds of SIM cards available from O2 are; Micro, Nano and Standard. When you receive your O2 SIM, it should be able to be adapted to any of these three sizes. All you need to do is ‘pop out’ the relevant sized SIM card and put it in your device.

If you change your device to an older model that needs a larger size, simply request a ‘SIM Card Adapter’ from any O2 store.

What happens if my SIM card is stolen, lost or damaged?

If your SIM is stolen or lost, contact the O2 customer service team – they should do their best to block your SIM card so that no one else can use it. Once your SIM card has been blocked, you should be able to request a replacement.

If your SIM card has been damaged, contact the O2 customer service team or visit an O2 store to request a replacement.

How can I activate an e-SIM?

An e-SIM is a SIM card built into a mobile phone – currently it is only available at O2 on the ‘Samsung Gear S2 Classic 3G’ smartwatch. You should be given an e-SIM voucher when you buy a device that uses the e-SIM.

Simply connect to the internet on your mobile phone and download the e-SIM App. Next, set-up your smartwatch and ‘pair’ it with your mobile phone – there should be instructions on how to do this with the smartwatch. Finally, scan the QR Code that came with your e-SIM voucher using your mobile phone – your smartwatch’s e-SIM should now be activated.

How can I swap my old SIM card to my new upgraded SIM card?

You may have requested a new SIM card so that you can use 4G services or because you need a different size for a new device.

Once you have received you new one, go to the ‘Swap My SIM’ page on the O2 website. Enter your mobile number into the relevant field and submit it. You should then receive a text from O2 with a code.

Enter the code you received via text and the serial number of your new SIM card into the relevant fields on the ‘Swap My SIM’ form.

Once you have entered this information, they will begin the process of swapping your service to the new SIM card. When you lose signal on your old one, switch your device off and insert the new SIM card.

Please note: It may take a number of hours for service to be switched to your new SIM card.

When I upgrade or swap my SIM card, will my contacts be saved?

Possibly. If your contacts are saved to your device’s memory or a memory card, they should still be available after you put in your new O2 SIM card. However, if your contacts are saved to your old SIM card, they may be lost when you swap to a new one.

To avoid losing contacts saved to your SIM card, make a back-up or move the contacts to your device’s memory.

If you have any problems transferring your contacts to your new SIM, they recommend booking an appointment with an ‘O2 Guru’ – appointments can usually be booked online.

Safety and Security

How can I block unwanted calls?

If you’re receiving calls that you don’t want to receive from a certain number, you can block the phone number from calling you in the ‘Settings’ menu. Depending on what kind of device you have, the method to block calls will vary.
However, you can usually block unwanted calls by going to your ‘Call History’, clicking the number that you don’t want to receive calls from, and clicking ‘Block Caller’. Alternatively, you may be able to block calls via the ‘Call Reject’ tab in your ‘Settings’ menu.

How can I stop spam calls and texts?

To cut down on the amount of spam calls and texts that you receive, they recommend that you opt out of communication and messages when you share your contact details with companies. You will often be given the option to opt out of communication when filling in forms, both online or on paper – make sure to tick the option that says you don’t want to receive communication.

You can also block spam phone numbers in your phone settings and forward spam text messages to the O2 Spam Reporting Service.

It’s also a good idea to sign up for TPS (Telephone Preference Service), a company that may help limit the amount of spam calls and texts that you receive.

These methods may not stop spam calls and texts all together, but they should help limit the amount of spam that you receive.

How can I make sure that my children can’t access 18+ content online?

O2 usually automatically blocks 18+ content. This means that when trying to access an 18+ website on an O2 device, users should see a message saying that the site is restricted.

If you would like to install more restrictions to the content that your children can see online, they recommend using the ‘Parental Control Service’. You can set up personalised parental controls on your child’s device by visiting the ‘Parental Control’ page on the O2 website.

How can I make 18+ content unrestricted on my device?

If you would like to make 18+ website content available on your device, you simply need to prove that you are over 18 years of age. To do this, go to any O2 store with valid ID or a credit card, an O2 staff member should then unblock 18+ content. Call the O2 customer services number on this page to find the nearest location.

Alternatively, go to the ‘Age Verification’ page on the website or contact the O2 customer service team to confirm your age.

Please note: If you use a credit card as proof that you are over 18 years of age, the card may be charged a small fee which should later be refunded.

How can I make sure the information on my phone is secure?

In case your phone is stolen, it’s important to make sure that the information saved on your device is secure – this makes it more difficult for criminals to access your accounts and data. One of the best ways to secure your information is by adding a password or PIN code to your mobile phone.

Another way to protect the information on your phone is by setting up a PIN for your SIM card – this means that if your phone is stolen, the SIM card cannot be used in another device.

Users can usually set up a PIN code or password for their phone in the ‘Settings’ menu under the ‘Security’ tab.

I’ve entered my PIN/password wrong three times – what should I do?

Most devices will block user access if a PIN code or password is entered incorrectly three or more times. To gain access to your phone after entering the wrong PIN/password, you may need to request a PUK code to unlock your device.

Customers can request a PUK code via their online My O2 account or by contacting the customer service team by calling the O2 numbers above.

I think my account has been used fraudulently – what should I do?

If you notice any unusual activity on your account, you could be a victim of fraud. You may have received a purchase confirmation for products that you did not purchase or you may notice money has been taken from your account without your permission.

Report any signs of fraud to the O2 customer service team and an O2 representative should do their best to investigate the problem.

How can I avoid ‘Phishing’ scams?

A ‘Phishing’ scam is when a scam artist tries to extract personal information from individuals by posing as a trustworthy source. For example, you may receive an email claiming to be from your bank asking for your credit card details. In most cases, phishers pretend to be from your bank or another company with direct access to your finances, but they could also pretend to be from O2.

O2 recommends its customers look out for emails, texts or calls that could be phishing scams. A few common things to look out for are; a generic greeting rather than using your name, an unusual email address, spelling mistakes and demands to take action immediately. There may be links that look legitimate but contain small differences – make sure you don’t click on any links that look suspicious.

If you receive an email, text or call with any of these warning signs, do not respond or share any of your personal information. Instead, forward the message to O2’s dedicated Phishing Team. If you are unsure if the call is from O2, hang up and call them back at the O2 helpline.

Credit and Balance

How can I check my balance on a Pay As You Go contract?

There are a few different ways that you can check your Pay As You Go balance. At the time of writing, you can dial *#10# or 4444 to view your remaining balance. You can also view your balance by holding down number 2 on your dialling pad.

How can I top up on Pay As You Go?

Pay As You Go customers can top up using the O2 Top-Up Line, e-Top-Up Cards, Top-Up Vouchers, cash machines or Auto Top-Up.

The O2 Top-Up Line can be reached by dialling 4444 or by holding down the number 3 on your dialling pad. You can also top up from another mobile phone or landline using the relevant phone numbers – this can be found on the O2 website.

If you would like to top up with an e-Top-Up Card or Top-Up Voucher, simply buy a valid card/voucher and top up by following the instructions on the card/voucher.

You may also be able to top up by going to a cash machine that displays the Top-Up symbol.

Alternatively, you can set up automatic top-ups to be made when your credit is running low via your online My O2 account.

Can I top up from abroad on Pay As You Go?

Yes. If you have an O2 Top-Up Card or Voucher with you, you can use it to top up your phone while you are abroad. You can also call it while abroad and top up with a credit or debit card. Alternatively, top up online via your My O2 account – they recommend using WiFi rather than data to avoid high charges.

Keep in mind, you may be charged higher rates for calls, texts and data while overseas.

What are O2 ‘Big Bundles’?

O2 ‘Big Bundles’ are allowance packages for Pay As You Go customers. Users can choose from a choice of different allowances with a variety of different amounts of calls, texts and data. Each Big Bundle usually lasts one month and can be renewed automatically every month, as long as you have enough credit to pay for it.

I’ve purchased a Big Bundle – what if I run out of calls/texts/data before the end of the month?

If you would like to purchase more calls, texts or data, you can buy a ‘Bolt On’ – a small amount of extra allowance to last you until the end of the month. Customers can choose from a variety of different Bolt Ons, depending on how much they will need before their Big Bundle is renewed. Customers can also purchase ‘Snacks’ – these are one-off payments for allowances that must be used within a certain time limit.

Most Bolt Ons and Snacks can be purchased by calling or texting the relevant O2 number with the reference of your desired Bolt On or Snack. Alternatively, Bolt Ons and Snacks can be added via your online My O2 account.

What allowance will I get with a Pay Monthly contract?

O2 customers can choose from a number of Pay Monthly options with varying amounts of data, texts and calls each month. Customers will usually sign up for relatively long term contracts – often 12+ months – and agree the monthly cost until the contract is over.

O2 Pay Monthly contracts may be available as part of a SIM only agreement or with a device. If you choose to sign up for a Pay Monthly contract with a new device included, you may be charged more than just the monthly allowance cost to pay back the price of the phone.

What is O2 Refresh?

O2 ‘Refresh’ is a contract that allows customers to upgrade their device at any point in their contract. Customers usually sign up for a 24 month contract with two bills per month. One bill is to pay off the cost of the device and the other bill is to pay off the monthly airtime credit used. This means that customers can upgrade their phone without affecting their airtime bill, or they can upgrade their tariff without affecting the monthly cost of their device.

Please note: You cannot swap your device or downgrade your tariff before the minimum term stated in your contract, unless you pay off the full price of the device.

How much does it cost to call abroad from the UK?

The cost to call abroad may vary depending on your contract and plan type as well as the country that you are calling. The standard rate for calls and texts could even vary between Pay Monthly and Pay As You Go Contracts.

To cut down on the cost of calls abroad, O2 customers can purchase ‘International Bolt Ons’ or an ‘International Calling Card’ to get discounted rates for calls and texts to international numbers.

Alternatively, customers can sign up for a ‘Call Me Number’ which allows friends abroad to call their O2 number without international call fees. Pay As You Go customers may also be able to purchase an ‘International SIM Card’ for low-price calls and texts to overseas numbers.

Please note: The above methods are meant to be used while in the UK – roaming costs are different and you may be charged more for making calls while abroad.

Account and Billing

What is ‘My O2’ and how can I register?

‘My O2’ is a service that allows O2 customers to manage their account online.
Pay Monthly customer should be automatically registered for the service whereas Pay As You Go customers will usually need to register manually on the O2 website.

To register for My O2, go to the website and click the ‘Register’ link. On the next page, enter your email address and O2 phone number. Then, when prompted, enter a secure password to be used for your account. You should now be able to log in with your email address and password by clicking the ‘Sign In’ link on the site.

Pay Monthly customers should be able to use their My O2 account to view and pay bills, view and change tariffs, check allowances and changes contact details. Pay As You Go customers should be able to use the service to view balances, add ‘Bolt Ons’, claim ‘O2 Rewards’, update contact details and check renewal dates.

Why is my first bill different to the rest of my bills?

The first O2 bill that you receive may be different to your other bills due to set-up charges and one-time costs. Alternatively, it could be slightly more because you are charged ‘Pro Rata’ – meaning you are charged the usual monthly cost plus the first few days of use.

Your first bill may also be slightly higher than usual if you are updating from a different O2 plan or tariff – this may be due to a final charge from your old plan.

To get a better idea of why you have been charged more than usual for your first bill, log in to your account and view the bill. You should be able to see a breakdown of the costs you have been charged for or call the O2 telephone number and speak with a representative.

How can I pay for my O2 bill?

O2 customers can pay their bill via credit/debit card or direct debit. All payments can be set up and edited by logging in to your account or by calling the O2 customer service team. You can also make payments and payment arrangements via the My O2 App.

The O2 website recommends using direct debit for your O2 bill as payments are made automatically – this means, you are unlikely to miss payments.

When will I be charged for my O2 bill?

O2 usually sends customers a bill once every month. The date that the bill is created, which should be visible on both paper bills and in your online account, is when your credit and allowance is reset.

However, you may not usually be charged for the bill until a few days later. Usually, 02 attempts to take payment from your account approximately 14 days after your bill is produced, but payment may be delayed if this date falls on a bank holiday or weekend.

With certain types of contract, you may be charged twice every month, however, they usually try to take both payments on the same day.

What happens if I pay my bill late?

If you make a payment late, you could be charged a fee. If you make a payment late and do not contact O2, the company may stop your service until you pay your bill. And, if you do not pay your bill at all, O2 may cancel your contract.

Please note: If O2 cancels your contract due to lack of payment, you may still be liable for the charges and fees for ending your contract early.

How can I leave O2?

If you have a contract with O2, you may need to complete or pay off the contract before you can leave. To find out when your contract ends, you can log in to you My O2 account online or contact the O2 customer service team. Once your contract has ended and you have paid off any debt on your account, you can leave O2.

Alternatively, you can request to end your O2 contract early. However, you will likely have to pay a fee to do so. You may also need to give a certain amount of notice – at the time of writing, O2 customers need to give 30 days notice to cancel their contract.

If you have a Device Plan with O2, you can pay off the entire plan whenever you like. Once you have paid off the device plan, you should only pay for your usage or tariff. You should be able to stop paying this at any time and swap to another provider.

To leave the network, simply contact the O2 customer service team and request to leave. You can also request a PAC code which allows you to transfer your O2 phone number to another network provider. If your device is locked to O2, you can also request that the company unlocks your device for use with another mobile network.

How can I change my tariff or allowance?

If you would like to change the amount of texts, calls or data in your monthly tariff, there’s usually no need to change your contract. If you would like to receive extra texts, calls or data as a one-off, simply buy a one-off ‘Bolt On’.

Alternatively, if you would like to change the amount of allowance you receive regularly, you can upgrade to a new tariff. To purchase a Bolt On or upgrade your tariff, simply log on to your My O2 account and choose the Bolt On or tariff you would like to purchase.

Please note: If you upgrade to a new tariff, it may not be activated until the following billing month.

Network

What is 4G and how can I get it?

4G is a service that allows you to browse online more quickly. The service uses a different frequency to 3G which means that most internet services should be faster. However, the speed of your 4G service may vary depending on your circumstances, such as how many people are using the network at the same time.

If you would like to get 4G service, you will need a 4G enabled device, SIM card, tariff and coverage, as well as the latest software on your device. To get help upgrading to 4G, go to the ‘4G Set-Up Assistant’ page on the O2 website.

How can I use WiFi on the London Underground?

Before you can use underground WiFi, you will need to connect to O2’s WiFi service. Simply visit an O2 WiFi Hotspot and register once you have connected to the network. You may have to connect by going through the ‘Virgin Media WiFi’ option and then clicking ‘Other Providers’.

To register, you may need to enter your O2 phone number and accept the relevant terms and conditions. Once you have done this, you should be automatically connected to the London Underground WiFi network when you are in range. You may also have an available connection in London Victoria Coach Station.

Please note: If you are a Pay As You Go customer, you may need to have topped-up relatively recently in order to connect to the London Underground WiFi service.

I think I have a network problem – how can I check?

Check if there are any network problems in your local area by going to the ‘Live Status Update’ page on the O2 website. You will need to enter your postcode and enter the specific service that you are having trouble with, such as texts, calls or data, or more than one service.

If the results show that there is a problem in your area, this means that O2 are aware of the issue and are working to fix it. If the Live Status Update tool doesn’t show a problem in your area, you can report the problem yourself. They keep an eye on reports of network problems from its customers, so if lots of people in one area report the same problem, the company will likely look in to the issue.

You can also check if the problem is being caused by your SIM card or device. They recommend turning your device off an on again, manually choosing the O2 network in your settings menu and checking if your SIM card works in another device.

You can also troubleshoot problems by using the ‘Fix My Device’ page on the O2 website.

If you are still having network problems after trying all of the above advice, contact the O2 customer service team or book an appointment with an O2 Guru.

I have network connection when I use my SIM card in another phone – what should I do?

If your O2 SIM card works in someone else’s phone but it doesn’t work in your own, there may be a problem with your device. Alternatively, the SIM card may not be inserted into your device correctly or you may need to change/update your phone’s settings.

Try entering the details of the problems you are experiencing into the ‘Fix My Device’ page on their website or organise an appointment with an O2 Guru.

I have no network when I use my SIM card with any device – what should I do?

If your SIM does not work in more than one device, it’s likely that it is faulty or damaged. You should be able to request a replacement SIM card online or over the phone.

How can I test my WiFi or network speed?

An easy way to test the speed of your WiFi or network is by downloading ‘My Network App’. The app can be used to test speeds as well as report connection problems.

Can I make calls and send texts over WiFi?

Yes. O2 customers can download the ‘Tu Go App’ to gain access to texts and calls via WiFi. This tool is particularly useful when experiencing short-term problems connecting to the O2 network or when in areas with low signal.

How can I stop my calls from going straight to voicemail?

If there is not enough signal to connect you to a call, your caller will usually be diverted to voicemail. If you find your calls are repeatedly being diverted to voicemail, this could be because you are in an area with no signal.

Alternatively, you could have the ‘Divert All Calls’ setting switched on – check the settings of your device to make sure ‘Divert All Calls’ is switched off.
If your calls are still being diverted to voicemail after following the above steps, contact the O2 customer service team for advice.

Why are my text messages being delayed?

Text messages can be delayed if there are more texts being sent in your local area than the network masts can process. This often happens in crowded areas, at large events or at times of year when lots of people are sending texts.

Alternatively, you could be in an area with no signal – usually all of your texts will be sent or received once you receive signal again.

Apps

What is ‘O2 Priority’ and how can I use it?

‘O2 Priority’ is a service that provides exclusive offers and deals to O2 customers. It also shares a number of deals that are open to the public that are handpicked.

If you have an O2 SIM card, you can download the O2 Priority App or connect to the service using your internet browser. Although the service itself is free, you may be charged for connecting to the internet or using data, depending on the kind of O2 contract that you have.

Why is the O2 Priority App map not showing my correct location?

If the O2 Priority App map shows that you are in an incorrect location, your device’s GPS settings may be switched off – check your phone’s settings and make sure GPS is switched on.

Alternatively, the app may show your previous location while it works out where you are – give the map a couple of minutes to load and it should find your correct location. Keep in mind, the map may take longer to load your location while you are moving or if you are inside a building.

What is ‘O2 World Chat’ and how can I use it?

‘O2 World Chat’ is a service that allows customers to make cheap calls internationally. The service is available to both O2 customers and customers of other UK telephone networks, however, there may be extra charges for non-customers.

To use the O2 World Chat App, simply download the app to your smart device, enter you details and add a payment method. You should then be able to call international numbers for a discounted rate.

Please note: O2 World Chat can only be used within the UK to make calls outside of the UK. The app is not intended to be used while roaming.

How can I get free credit on the O2 World Chat App?

Customers using the O2 World Chat App can gain free credit by referring friends to the app. Keep in mind, you may need to have topped-up a certain amount of credit before you can start receiving free credit. At the time of writing, there is no limit to the amount of friends you can refer to the app, the only limitation is that you cannot get free credit by referring friends who already use the app.

What is ‘Tu Go’ and how can I use it?

‘Tu Go’ is an app that allows users to connect their O2 mobile number to other devices. With Tu Go, users can use mobile functions, such as texting or calling, on devices like laptops and tablets.

The app can connect an O2 phone number to many different devices – at the time of writing, Tu Go can be used on up to 10 different devices. Simply download the app to the device you would like to use Tu Go on and register with your O2 phone numbers.

Please note: The Tu Go App is not compatible with all types of O2 contracts – you may need to be a Pay Monthly customer to use the app.

How many devices can I use the Tu Go App on?

You can download the Tu Go App to as many devices as you want. However, you may be limited to the number of devices you can be logged in to simultaneously. At the moment, Tu Go customers are limited to being logged in to 10 devices at the same time.

I’m having trouble using the My O2 App on an Android device – what should I do?

If you find that you’re having problems using the My O2 App on an Android device, you may need to clear the cache or the data on the app. To do this, you will likely have to go to the ‘Settings’ menu on your device and then go to ‘Apps’ or ‘Application Manager’. Choose ‘My O2’ from your list of apps and then click ‘Clear Cache’ or ‘Clear Data’.

Please note: You may need to force the app to quit or stop before you can clear the cache/data.

Is the My O2 App available to business customers?

No. At the time of writing, the My O2 App is not available for all kinds of O2 contracts – corporate and business customers may not be able to use the app.

How can I add extra security to the My O2 App?

Customers should be prompted to create a unique PIN code when they first register for the app – this means the app can only be accessed by those who know the PIN code. You may also be able to add finger print recognition to your My O2 App so that it can only be opened by you.

Will I be charged for apps?

Possibly. The price of downloadable apps vary, some are free while others cost a fee. There are also many which include ‘In-App Purchasing’ – this means that there may be extra features and services within the app that you could be charged for using.

The charges incurred from apps will usually be charged to your next bill or taken from you Pay As You Go Credit. They recommend their customers to update their settings so that app purchases require a PIN code – this is particularly important if there are children using the device who may unknowingly purchase products.

Please note: Many devices allow in-app purchases to be made for the following 15 minutes after entering a PIN code – this means children may be able to make purchases even if they do not know the PIN code. It is worth updating your settings so that a PIN code is needed for each and every purchase.

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