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.

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 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

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 & 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 check our website to see our latest access charge. 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
Phonepay Plus 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 Phonepay Plus 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.

Directory enquiries charges

118402 is the O2 Directory Enquiries service. It's £1.20 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.

Our access charge is 45p per min. The total cost of your directory enquiries call will be our access charge plus your provider’s service charge

Calls to 118402 are charged at 75p per min plus your network operator’s access charge. For O2 customers the total charge is £1.20 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 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 & Go tariffs.
The tables below show the cost per minute for calling service numbers:

Numbers outside your allowance Pay Monthly Pay & Go (Big Bundles,Big Talker, International) Pay & Go (All other tariffs)
05 20.4p 20p 15p
070 66p 66p 66p
076 40p 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) 35p 35p 35p
07 non-mobile and call forwarding services (click here for more information) 25p 25p 25p

Service numbers

Access charge

08*

45p

09

45p

118

45p

*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 Extras and premium rates section

118 numbers:
Take a look at the Directory enquiries section

* Pay & 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)

40p per MMS

Text Relay calls via 18002

Free

Standard non-emergency (101)

15p per min

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 & Go

£15

 

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.

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