Broadband and landline

Help with your broadband and landline

Landline

Find out more about your landline from O2 Business and how you can solve some of the most common issues.

Set Up, contact and additional Features

How much does O2 Landline cost?

You can find out more about Landline costs here.

I want to change my number, how do I do this?

You can contact your account manager, Partner or call business customer services on 08009777337. Please be aware that the SLA for a change of number for a single line is 1 working day, the SLA for change of number for multiple lines is 3 working days. If you want to change the number due to nuisance calls you will be referred to our Nuisance Call Bureau.

How do I add additional features to my line?

Additional features such as Call Barring or Call Divert can be added at any time. Please contact your account manager, Partner or call business customer services on 08009777337 to make the change.

Faults

I’ve got a fault on my line what do I need to do?

You can contact your account manager, Partner or call business customer services on 08009777337. In preparation the call handler will ask a series or fault diagnostic questions to help pin point the nature of the fault, they will also perform a line test as part of the fault diagnosis. The call handler may advise you to:

  • Locate the main socket into your premises to help determine if the fault lies here or not. The main socket is usually located where the line enters the premises
  • Unplug any extensions
  • Unscrew the front plate from the socket o Plug the phone into the ‘test socket’
  • Make a test call o If the fault still exists are you able to try a different phone in the test socket with a phone you know if working?
  • If not then the call handler will perform a test call to check the line.
  • If the line test passes then the call handler will need to book an engineer appointment for you to investigate further, they will make you aware that you may be subject to charges for this if the fault proves to be on your own equipment or wiring.
I’ve got a fault with my equipment what do I do?

You will need to know who has provided your equipment and refer back to the manufacturer who provided it.

How do I chase an existing fault on my landline?

Please contact your account manager, Partner or call business customer services on 08009777337 to find out the progress on your Landline fault.

Care packages

What care package do I have and what does it mean?

Details about our care packages and what they include can be found here.

Can I upgrade my care package?

Yes you can but there will be additional charges for this. For example if you are on Care level 2 and want to upgrade to care level 3 you can do so at any point in your contract, however the upgrade will take 24 hours to be recognised by Openreach therefore you cannot upgrade while you have a live fault, in this instance you can choose the expedite option, click here for details.

What care package do I have and what does it mean?

It is important that you have a Care package that ensures important lines are repaired quickly, details about our care packages and what they include can be found here. Landline Care packages can be upgraded at any time during the contract. Please contact your account manager, Partner or call business customer services on 08009777337 to find out the Care package associated with your line.

Other questions

I want to have my number taken out of the directory how do I do this?

You can contact your account manager, Partner or call business customer services on 0800 9777337

I want to transfer my landline to another provider, how do I do this?

You can contact your new provider and we will be advised via our systems that you want to transfer your line. Please be aware that you may be subject to termination fees. We will send you a “pending transfer” letter confirming your intent to transfer. Unless we hear from you we will cease you landline with O2. If you contact us on receipt of the pending transfer letter and don’t want this to go ahead we can block this and will advise you we’ve done so.

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