Help and Support

Other numbers and charges

Other numbers and charges

Here you’ll find everything you need to know about service numbers, non-standard phone numbers, non-standard text services and other charges that fall outside of your allowance.

You can find out what the different numbers are and how much it will cost you to call, text or use them.

Going over your monthly allowance of texts and minutes is the most common reason for an unexpectedly high bill. When this happens, you'll be charged at our standard rate.

You might also be charged extra for:
  • making calls, sending texts or using data abroad
  • sending texts to premium rate services, such as voting in a TV competition
  • using your phone to make a purchase, such as buying wifi on trains
  • making calls to non-geographical or premium rate phone numbers
  • calling a directory enquiry service.
If you're unsure about any techy terms in this help page, check out our jargon buster.
Freephone and service numbers

0800 and 0808 numbers
It’s free to call freephone numbers starting 0800 or 0808 from your mobile phone or landline. These changes came into effect on 1 July 2015, as part of the UK Calling changes.

084, 087, 09 and 118 numbers
Numbers beginning 084 and 087 are general service numbers for contacting organisations.

Numbers beginning 09 are premium rate service numbers.

Numbers beginning 118 are directory enquiry numbers.

On 1 July 2015, the cost of calling these numbers was split into two parts:

  • The access charge - this is what we charge you, per minute, for connecting the call. You can find your access charge on this page in the Service number and access charges section, or by looking at your O2 bill or checking your tariff. You can use My O2 to access your free online bill.

  • The service charge - this is the charge for the rest of the call. The organisation you’re calling decides the service charge and must make you aware. For example, if the service charge was 20p per minute, the organisation you’re calling might say "Calls cost 20p per minute, plus your phone company’s access charge".

By adding together the access charge and the service charge, you’ll know exactly what the call will cost you.

Find out more
These charges apply across every landline and mobile phone – not just your O2 phone.

To find out more, visit ukcalling.info.

Premium rate service number charges and shortcodes

UK premium rate service numbers start with 09, while premium text services start with 5, 6, 7 or 8 and are usually a five or six digit number.

Premium rate numbers will appear on your monthly bill, or come out of your Pay As You Go credit, at a higher rate than a standard text or call.

If you make lots of premium rate calls you should regularly check the latest prices with the provider as they are subject to change. This is because premium rate numbers are often operated by third parties and we can't notify you when their prices change.

You will be charged for at least 1 minute when you call a premium rate number. You can find your access charge on this page in the Service number and access charges section below, or by looking at your O2 bill or checking your tariff. The total cost of your call will be the access charge plus the provider's service charge.

Our premium rate and customer service numbers are not affected by price changes. However, if we do need to adjust them, we'll let you know in the usual way in accordance with terms and conditions.

Subscription services
Some premium rate services run as a subscription. Most will automatically send a welcome text when you sign up, explaining how to cancel. The most common way to cancel is to reply STOP or STOP ALL by text.

Premium rate service regulation
Phone-paid Services Authority is the regulator for UK premium rate phone services. You'll find free advice on their website, including a number checker that tells you who operates premium services and how much they cost.

If you think you've been wrongly charged, you can submit a complaint directly to them.

You can also visit the Phone-paid Services Authority YouTube channel for helpful videos.

Children and premium rates
Phonepay Plus runs PhoneBrain, a child-friendly version of their main site to help kids understand premium rate services. It's also helpful for teachers and parents.

Charge to Mobile

Charge to Mobile

Charge to Mobile is a way to buy digital content with your mobile. Apps, games, music, films, ebooks and more.

If you're on Pay Monthly the cost goes on your monthly bill. And if you're a Pay As You Go user, it comes out of your credit.

You only pay for what you buy from the seller, but you might have to use your data allowance to download the things you buy.

Although Charge to Mobile is only available to UK customers, you can still use it while you're in another country. The only thing we might charge extra for is data used while browsing and downloading. Check out our guide before you travel.

Buying with Charge to Mobile

1. Choose what you want to buy. You'll get a payment screen describing what you're buying.

2. Confirm what you want. On a laptop, tablet or if using wifi, you’ll be asked to type in your mobile number. The seller will send a security pin to your mobile, which you’ll need to type in.

3. Check the verification page. You’ll get a text message receipt with the details of your purchase, as well as the service provider’s contact details.

4. You can find details of any charges in the Things you Bought section of your bill, within Recent charges on My O2, where you’ll find the name of the service provider.

We only work with sellers we trust. We check every service we use to make sure it meets industry standards. However, your purchases are subject to each individual retailer's terms and conditions. We'll only share your number with our partners so we can process your payment. And they'll only share it with approved sellers if they get your permission - to send you promotional offers, for example. Or, if they need to send things you've bought straight to your phone.
Directory enquiries charges

118402 is the O2 Directory Enquiries service. It's £1.30 per min for O2 customers.

We can answer calls quickly to provide listings for local and national business and residential numbers in the UK. We can then either connect the call or send you a free text with the number you're looking for.

You will be charged for at least 1 minute when you call and then billed per second.

Other 118 Services
You will need to check with your provider for their latest prices.

The total cost of your directory enquiries call will be our access charge plus your provider's service charge. You can find your access charge on this page in the Service number and access charges section below, or by looking at your O2 bill or checking your tariff.

Calls to 118402 are charged at 75p per min plus your network operator’s access charge. For O2 customers the total charge is £1.30 per min and you will be charged for at least 1 minute when you call.

These prices are effective from 18 August 2015.

Additional information
O2 does not endorse or promote other 118 services and we accept no liability for services provided by third parties.

If you make lots of directory enquiry calls you should regularly check the latest prices with the provider as they are subject to change. This is because premium rate numbers are often operated by third parties and we can't notify you when their prices change.

Service number and access charges

Here you'll find the charges for calls to UK service numbers. These are not part of your inclusive minutes on Pay Monthly tariffs or your free minutes allowance on Pay As You Go tariffs.
The tables below show the cost per minute for calling service numbers:




Numbers outside your allowance Pay Monthly - per min

Pay As You Go (Big Bundles,Big Talker, International) - per min Pay As You Go (All other tariffs) - per min
05 45p 20p 15p
070 66p 66p 66p
076 45p 40p (some charged £1.50 click here) 40p (some charged £1.50 click here)
Jersey, Guernsey, Isle of Man - landline or mobile (click here for more information) 45p 35p 35p
07 non-mobile and call forwarding services (click here for more information) 45p 25p 25p

Service numbers

Access charge - per min

08*

55p

09

55p

118

55p

*0800 numbers are free. There are other free numbers as well. Find out more.
It is also free for Pay Monthly customers to call O2 Customer Service numbers.

090 / 091 numbers:
Take a look at the Premium rate service number charges section.

118 numbers:
Take a look at the Directory enquiries section

* Pay As You Go and Pay Monthly will be charged for at least 1 minute when you call

03 numbers
Ofcom has introduced 03 numbers as an alternative to chargeable 08 numbers for example 0870.

Calls to 03 numbers will cost the same as other standard fixed line numbers (starting 01 or 02), and are included as part of any inclusive or free minutes allowance on O2 tariffs.

Other non-standard charges

If you go over your allowance, you’ll be charged for additional calls and texts.

You’ll also be charged for picture messages and calls to special numbers.

Charges for additional calls and texts not included in your tariff:


Voice call

45p per min

Text (SMS)

15p per SMS

Picture Message (MMS)

Pay Monthly - 50p per MMS
Pay As You Go - 35p per MMS

Text Relay calls via 18002

Free

Standard non-emergency (101)

15p per call

Blind and disabled directory enquiries (195)

Free

Service charges:


Online Billing1

Free

Paper Bill - Summary

£1

Paper Bill - itemised

£1.50

Phone Unlocking2

Free

Phone unlocking for Pay As You Go

£15

Late Payment Fee3

£3.50

 

1. You will need to sign up for My O2 to access your free online bill.

2. Handsets can only be unlocked from our network once you’ve been on the Pay Monthly plan your phone came with for at least 6 months.

3. Your bill is due 14 days after it's produced. If you haven't paid by day 20, you'll be charged a late payment fee of £3.50.

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