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Here are some answers to the billing questions most commonly asked by our customers:

Yikes. My bill's higher than expected.

Is this your first Pay Monthly bill with us? If so, it will show two tariff charges; one for this month and one for next. That's because you pay for your line rental a month in advance.

If you've been with us a while, your call charges may have spiked if:

• You called numbers that are not covered within your bundle. This could include anything from so-called "Freephone" numbers (e.g. 0800 or 0808 numbers) which are charged if you dial them from a mobile phone, to bank numbers, competition numbers, or making or receiving calls abroad.
• If you have sent lots of texts to TV shows, radio shows and the like, this could also cause your bill to spike. Look out for text numbers which are between 3 and 5 numbers.

For a full break-down of your bill and charges, sign in to My O2. Over 2 million customers use their O2 accounts every month.

What's the easiest way to pay my bill?

You can pay your O2 bill two ways:

• Online, through My O2. Sign into your account now to pay your bill.
• Call 2729 from your O2 mobile. It's a free, automated payment service

View more Help & Support FAQs

How do I view my balance?

I'm on Pay Monthly

Text the word 'BALANCE' to 21202 and we'll text you right back with your latest balance. You can also check your remaining minutes, texts or data online by signing into My O2.

I'm on Pay & Go

Text the word "BALANCE" to 20202 and we'll text you right back with your latest balance. Or you can dial 4444 free from your mobile to hear your latest balance.

How do I change my tariff?

Whether you're on Pay Monthly or Pay & Go, the easiest way to view and change your tariff is online, through My O2. Sign in to your account now to review and change your minutes, texts or data allowance.

View more Help & Support FAQs

Most of our Pay Monthly customers can upgrade their package at least one month before the end of their current contract. If you're nearing the end of your current contract, follow the steps below.

First, check whether you're eligible for an upgrade by signing into My O2. If you are eligible to upgrade, you'll see a summary of the upgrading options available to you.

Once you've reviewed the options and decided which upgrade package best suits your needs, you can upgrade online straight away via our upgrade shop.

View more Help & Support FAQs

Going abroad?

You can use your phone on over 400 networks in over 200 countries to make and receive calls, send texts and use data.

It costs more to call from abroad. For advice on how to get the best deal for your trip visit our O2 International section.

Calling abroad?

If you tend to call international numbers regularly from the UK, we can offer you a wide range of international calling plans and Bolt Ons to suit you. Learn more.

View more Help & Support FAQs

Struggling to get into My O2? You can find your sign in details using the links below:

• Forgotten username
• Forgotten password
• Forgotten both

View more Help & Support FAQs

Or try one of the options below.

How do I activate my SIM?

On Pay Monthly?

Then your SIM card will arrive already activated. So you can simply put it into your phone and start using it straight away.

On Pay & Go?

Your SIM gets activated the first time you top up. You can top up online right now, or dial 4444 free from your mobile.

My SIM's on the blink

Sometimes, short-term weather conditions or significant peaks in call volumes can affect your SIM. First, check our network coverage checker to make sure it's not network-related. Sometimes it helps to switch your phone off and on again. If the problem persists, get in touch with us via one of the methods below.

I need to swap or replace my SIM

If you're on an old SIM and your new phone requires a micro or nano SIM, you'll have to swap it out. You can request a replacement from our SIM swap section.

Have you recently received a replacement SIM from us? You'll need to update your details on My O2 to reflect this.

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Poor reception

Sometimes, short-term weather conditions or significant peaks in call volumes can affect your phone's signal. First, check our network coverage checker to make sure it's not network-related. If the problem persists, get in touch with us via one of the methods below.

I can't get the internet on my phone

If you've recently joined O2, or upgraded to a new phone package, you'll need to get the settings for your particular phone to get email and internet up-and-running on your phone. Follow our guide on setting up your new phone and we'll have you back on Twitter before you can say "hashtag".

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Error messages

If your phone is blocked, it will display an error message. The exact message will vary based on the model and make of your phone, but generally, it will display one of two messages:

• The error message may include a reference to your Personal Unblocking Key (PUK). If that's the case, chances are you can unblock the phone yourself. You just need to retrieve your PUK. To get your PUK, simply scroll to the bottom of our unblocking help page, enter your mobile number and we'll confirm your PUK back to you on screen. Get your PUK now.
• If the error message on your phone mentions anything like "PUK blocked" or "SIM blocked", we'll probably need to send you a new SIM. If that's the case, get in touch with us on one of the numbers below, or via Live Chat.

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I need help setting up my home broadband

Use our online step-by-step guide for setting up your home broadband and wireless networks. Launch the guide.

I'm having trouble with my home broadband

Have you tried turning your router off and on again? That sometimes helps. The lights on your box can also give you an indication of what might be causing the problem with your connection. If you've tried both of these options and are still having no joy, visit our home broadband help section and we'll have you back on your way soon.

I can't get my mobile broadband to work

Visit our mobile broadband help section and we'll help you get your dongle back online in a jiffy.

Sometimes short-term weather conditions or significant peaks in call volumes can affect your coverage. First, check our network coverage checker to make sure it's not that. If the problem persists, get in touch with us via one of the methods below.

View more Help & Support FAQs

Struggling to get into My O2? You can find your sign in details using the links below:

• Forgotten username
• Forgotten password
• Forgotten both

View more Help & Support FAQs

Or try one of the options below.

New to O2?

If you've ordered a phone or another device from our website, we'll deliver it to you by courier. We'll keep you updated on the progress of your order by email. And, if we have your mobile number, we'll keep you updated by text as well. Once you've received an email or text confirming your order's been dispatched, you can track the delivery status online using My O2.

If you've ordered a SIM only deal, our SIMs are delivered by Royal Mail, First Class Post. These will normally be delivered the next day, but please allow 2-3 working days for delivery.

Already with O2?

If you're an existing Pay Monthly customer and you're expecting a replacement or have upgraded to a new device, you can track the progress of your order at My O2.

If you're on Pay & Go, you can track your order via our courier's website. You'll need the order number and the parcel number we've sent you in your confirmation email.

View more Help & Support FAQs

Most of our Pay Monthly customers can upgrade their package at least one month before the end of their current contract. If you're nearing the end of your current contract, follow the steps below.

First, check whether you're eligible for an upgrade by signing into My O2. If you are eligible to upgrade, you'll see a summary of the upgrading options available to you.

Once you've reviewed the options and decided which upgrade package best suits your needs, you can upgrade online straight away via our upgrade shop.

View more Help & Support FAQs

We want you to be completely happy with anything you buy from us. But everyone has the right to change their mind. And sometimes, products can be faulty when they arrive. Here's how we can help:

I've changed my mind

If the product you've bought from us isn't quite what you wanted, you've got 7 working days to return it back to us. You can either swap it for another product of the same value, or we'll give you your money back. For full details on our returns and repairs policy, visit our returns section.

Something's faulty with the phone I bought

If you've had your phone for less than 28 days, we'll either replace it with a new phone, or you can get your money back. If you've had your phone for more than 28 days, we'll send it in for repair.

How to return your phone:

Bought your phone in store? Return the phone to your nearest O2 store, with all the accessories or free gifts intact. We'll need your receipt, too.

Bought your phone online or via telesales? Please ring our returns number on 0844 847 0202 and they'll advise you how to return your phone to us.

View more Help & Support FAQs

Struggling to get into My O2? You can find your sign in details using the links below:

• Forgotten username
• Forgotten password
• Forgotten both

View more Help & Support FAQs

Or try one of the options below.