Help using O2 services
O2 customers get access to a range of additional services for their mobile, home phone or broadband which help to make them easier to use. These include:
Help with bills
We can send your O2 mobile phone bill or other literature in another format such as Braille, large print or audio. If you'd like this, call us on one of the numbers at the top of the page, email O2 Customer Service or tell us when you sign up in an O2 store. O2 Broadband bills are only available online.
Getting someone else to handle your O2 account or receive your bills
You can do this by sharing your password with the trusted carer or family member who has agreed to be responsible for your account and bills. Call us on one of the numbers at the top of the page to find out more about this.
O2 Mobile Textphone (Text Relay)
This enables you to connect many Pay Monthly and Pay & Go™ O2 mobile phones to a full-size keyboard to write conversations, in real time. To make a text call, just add 18001 to the front of the number you're calling. If you're calling another textphone, you can type a message to the other person and the conversation appears on their screen in real time. If you're calling a conventional phone, you'll be connected to a Text Relay operator who will read your messages to the person you're calling and will then type their replies.
And anyone can call you by text by adding 18002 to the front of your mobile phone number. They'll then be connected to a Text Relay operator who will convert their conversation into text. This can be done from an O2 Pay Monthly phone or a fixed-line phone.
We understand that typing takes longer than talking, so we've cut the cost of making standard UK calls through the 18001 service to 4p a minute. Calls to text relay 18001 and 18002 are free for the first 45 seconds then 4p a minute after that (including VAT). Text relay calls are not included in the minutes allowance on your tariff.
You can also contact the emergency services free by calling 18000, the textphone equivalent of 999.
Alternately, the emergencySMS service lets deaf, hard of hearing and speech-impaired people send an SMS text message to 999 where it will be passed to the emergency services.
Simply by sending an SMS message to 999 you can call for help and the emergency services will be able to reply to you. Users need to register to use this service at http://www.emergencysms.org.uk/.
If your phone is faulty, please call us on one of the numbers at the top of the page. We’ll talk you through the options available to help you get it fixed, or you can go in to one of our stores and one of our retail staff can help you.
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.
If you have trouble using a printed Directory, you can register your details to access, free of charge, Directory Information and Directory Enquiry facilities by dialling 195.
If you are having trouble finding the information you need, please get in touch on our general Customer Service numbers
And you can get extra help if you have specific accessibility needs;
- If you are a Pay Monthly customer, please call 0844 847 1426 or email O2 Customer Service
- If you are a Pay & Go™ customer, please call 0845 600 4302 or email O2 Customer Service
- If you are a Broadband or O2 Home Phone customer, please call 0800 230 0202 or email O2 Customer Service
All our stores are accessible for people with disabilities. You can find listings of the accessibility features of your local O2 store by visiting http://www.directenquiries.com/search.aspx?tbclr=1 and typing 'O2 Plc' in the 'Search for' box.
In O2 stores you can;
- Use a hearing loop
- Ask for somewhere to sit down
- Ask for extra help reading information out for you, or writing explanations down
- Get help filling in forms
- Ask for help setting up your phone
- Phone ahead to book time with a trained advisor
Our advisors can help you find a phone to suit your needs and get it set up for you. It’ll come with a 14 day money-back guarantee. So if it's not quite right, bring it back and we’ll help you find the right one.
Other O2 services
Store your texts, photos and contacts safely and securely online.
| O2 Call Alert
Get a text sent to you if you miss a call.
| Mobile Email
Get your email on your mobile
| O2 Active
This is a great place to start using the internet on your phone. Keep up with news, weather and sport and much more without a PC.
| 195 - free directory enquiries
If you can't use a manual phone book, call 195 to register for this service. It’ll connect you to the number you request.
| Text and picture messaging
Send 10 text messages a month, on us.