Services and support

Access for all

We offer a range of services to help make life easier. If you are interested in setting up any of these services, please contact Customer Service or ask in an O2 store. These include:

Managing your account

We can provide your contract, mobile phone bill and more in Braille, large print or audio free of charge. If you'd like this service, just let us know.

If you have a trusted carer or family member who has agreed to help you manage your account and phone bills, let us know. We can make sure they are sent your bills, can pay a bill for you and are set up to act on your behalf. It's free and simple to set up.

Reporting faults

If your phone is faulty, get in touch and we'll talk you through the options available to get it fixed. Or you can come and see us in store. If you have a disability and rely solely on your home phone for access to treatment or for your safety, let us know that you need access to a priority fault repair service. This costs no more than our standard fault repair service, but it is only available in the most urgent cases.

SignVideo interpreting service

If you're a British Sign Language (BSL) user, you can get in touch with a customer service advisor at O2 by using the SignVideo service.

SignVideo lets you sign to an interpreter via your webcam, and the interpreter speaks to our adviser. It's free and available Monday to Friday, 08:00 - 18:00, except bank holidays.

Here's how to use it:

  • Check your PC or Mac is compatible: you'll need a webcam, a broadband connection and one of these browsers: Microsoft Internet Explorer version 7 (or above), Chrome (PC only) or Safari.
  • Smartphones: alternatively, for any smartphone users, O2 customers can download the SignVideo app from either the Google Play Store for Android, or Apple's iTunes App Store for iPhone.
  • Click here to visit the SignVideo site.
  • If this is your first time using the service you'll be asked to download a plug-in. This makes sure your calls are secure and that the video quality is good. Follow the instructions on the screen.
  • Connect to a SignVideo interpreter and tell them you are calling O2. You'll be connected to an advisor in BSL who will deal with your O2 query.
  • O2 are not responsible for the content and service supplied by SignVideo.
  • If you need any technical help or guidance using SignVideo, email help@signvideo.co.uk.

Next Generation Text Service (NGTS)

If you are deaf or hard of hearing, you can get access to the NGTS which will:

  • Provide text-to-voice and voice-to-text translation for customers.
  • In addition to a textphone, you can use the NGT Lite app with a phone call to make text calls through the NGTS. The app is available for:
    • Computers: NGTS website (ngts.org.uk)
    • Android smartphones and tablets: Google Play Store
    • iPhones and iPads: iOS App Store
  • Standard UK calls through the 18001 service are free. Calls to the text relay 18002 service are charged at standard rates and are included in the minutes allowance on your tariff. Calls with the NGT Lite app use both a voice call and an internet connection. If you are using a 3G or 4G connection this will have an impact on your data allowance.
  • NGTS offers you the option to have a dedicated mobile number, which can be used for incoming calls. Calls to dedicated numbers are charged at the standard rates and are included in the minutes allowance of your tariff.
  • Find out more about how to use the NGTS here.

Once you are registered, you can use relay services to access emergency services for free - just dial 18000 instead of 999

You also have the option of contacting the emergency services by text, by simply sending a text message to 999. However, you will need to register your phone first with the emergency SMS service.

Directory enquiries

If you're unable to read or hold a telephone directory due to illness or disability, you can apply for free directory assistance and information by calling BT Directory Assistance on 195. Once you've registered and got your PIN, you'll be able to register with us.

Getting in touch

If you want to get more information or set up any of the services above, then just contact us. You can get extra help if you have specific accessibility needs:

  • Over the phone: If you are a Pay Monthly customer, please call 0344 8471426. If you are a Pay & Go customer, please call 0345 6004302
  • Online: Use Live Chat to have an online conversation with a customer service advisor - you can also get a copy of the conversation if you need it - just ask the advisor for it
  • Write to us at: Telefónica UK Limited, Correspondence Department, PO Box 202, Houghton Regis LU6 9AG

Or you can visit us at an O2 store. You can find listings of the accessibility features of your local O2 store here - simple type O2 plc into the Search for box. In O2 stores you can:

  • Use a hearing loop
  • Ask for somewhere to sit down
  • Ask us to read information out for you, or write explanations down
  • Get help filling in forms
  • Ask for help setting up your phone
  • Phone ahead to book time with one of our in-store Gurus

We can help you find a phone to suit your needs and get it set up for you. It'll come with a 7 day money-back guarantee. So if it's not quite right, bring it back and we'll help you find the right one.

O2 Call Alert

O2 Call Alert is a simple, easy-to-use alternative to Voicemail 901. It provides missed call information for up to four callers, at no extra cost, by sending you a text message update. So, if you're on another call or your mobile's switched off, if you're out of coverage or you just don't answer in time, O2 Call Alert will tell you the caller's number and the last time they called.

But it's not just you who benefits from the service. Callers also hear a message telling them that their number is being sent to you via text message, to let you know they called. (Although, if anyone decides to withhold their number, you won't be sent the missed call text and they'll be told to call again later.)

You can turn on O2 Call Alert any time by calling 1710 free from your mobile phone. And you call exactly the same number to switch it off.

If you've got O2 Call Alert it's free to receive the text update, whether you're in the UK or abroad.

If you're calling someone with O2 Call Alert you'll be charged your standard tariff rate unless you withhold your number, then it's free.