FAQs

If your handset is not an O2 handset then you may need to manually enter the O2 Message service centre number.

1. Insert the O2 SIM card and check that the message service centre settings are as follows:
   • +447802000332 for Pay Monthly, or
   • +447802092035 for Pay & Go™
   • NB: please check that the message centre number says +44 and not 0044
     
2. Check that the mobile phone is not sending text messages via GPRS or packet data. Some mobile phones can be set up this way in error. (Tip: Check this by going into “Message settings” then “Profiles” and make sure that SMS is being sent by GSM. For Sony Ericsson handsets you would need to select ”Connectivity”.)

Do you have at least two bars of signal on your handset? Can you use other services?  Can your friends on O2 send text in the same location?  If yes, then check the following:

1. Check that the phone is not sending text messages via GPRS or packet data. Some mobile phones can be set up this way in error. (Tip: Check this by going into “Message settings” then "Profiles" and make sure that SMS is being sent by GSM. For Sony Ericsson handsets you will need to select "Connectivity".)
2. Faulty Device or SIM. (Tip: Try wiping the SIM card and place it back into the mobile phone. Possible dust particles or static on the SIM can result in the SIM not working correctly.  If this still does not work, try the SIM in another handset, and another SIM in your handset. If the problem follows the SIM, then the SIM may be faulty. If it follows the handset, the handset may be faulty.)
3. Call customer care.
4. Pay & Go™: 08705 678 678
5. Pay Monthly: 08702 410 202
6. Business: 0800 977 7337
7. N.B. Calls are charged at national rate.  When you call, have your O2 mobile number handy, enter it when prompted and we will get you talking to the right person first time.

1. Check the Message Centre settings.
2. The numbers must be as follows: +44 and not 0044
3. Pay Monthly: +447802000332
4. Pay As You Go: +447802092035
5. Possible dust particles or static on the SIM can result in the SIM not working correctly. (Tip: Give the SIM card a wipe and place back into the mobile phone.)
6. Try manually selecting the network or alternative networks if available.

1. Check whether your device memory is full. If it is you will need to delete unwanted messages from your inbox, outbox, drafts and sent items. This will free up memory and allow messages to be received.
2. The memory is clear or has space but messages are still not coming through (Tip: Try switching the handset on then off. This will reboot the handset onto the network and may force messages to come back through.) 
3. Faulty kit/hardware (Tip : Try the SIM card in another handset, and another SIM card in your handset. If the problem follows the SIM, then the SIM may be faulty. If it follows the handset, the handset may be faulty. 
4. Call customer care.
5. Pay & Go™: 08705 678 678
6. Pay Monthly: 08702 410 202
7. Business: 0800 977 7337
8. If you are unable to receive text messages from a sender on another network (including foreign networks) but you are able to receive SMS while using O2 then the sender needs to report this to their own network.

N.B.Calls are charged at national rate.  When you call, have your O2 mobile number handy, enter it when prompted and we will get you talking to the right person first time.

1. Check whether your device memory is full. If it is you will need to delete unwanted messages from your inbox, outbox, drafts and sent items. This will free up memory and allow messages to be received.
2. Check that your O2 Pay Monthly or Pay As You Go account with O2 is still active, please call Customer Care:
3. Pay & Go™: 08705 678 678
4. Pay Monthly: 08702 410 202
5. Business: 0800 977 7337

N.B. Calls are charged at national rate.  When you call, have your O2 mobile number handy, enter it when prompted and we will get you talking to the right person first time.

SPAM messages are non-chargeable incoming messages that are sometimes received by customers from companies promoting services, products, prizes and competitions.  Examples of SPAM include information relating to winning a prize or having a secret admirer.  Although it costs nothing to receive a SPAM message a reply can act as "opting in" to the service, potentially resulting in customers receiving chargeable Premium Text Messages. 

It is important that SPAM is not confused with messages about service or product information originating from your mobile phone supplier, e.g. O2 or O2’s third party companies.  If you would like to opt out of these messages please use the actions below:

• Pay As You Go customers should call 2220 free from your mobile phone
• Pay Monthly customers should text STOP to shortcode 81145. 

Please remember that customers who opt out from receiving these may miss out on important information from O2.

Reporting SPAM messages

Customers are now able to report to O2 the SPAM messages that they have received by forwarding the message to 7726  (SPAM).  All complaints will be logged and when a threshold of complaints about a specific service is reached, O2 will investigate:

• Pay As You Go customers can forward the message to 7726 free of charge.
• Pay Monthly, including Business customers, can forward the message to 7726 but will be charged the price of a standard text.

Using the STOP command for Subscription Services/Premium Text Messages:

Premium Rate SMS services can be stopped using the Universal STOP comman: 

• Simply reply back to the short code that delivered the message with the word STOP. This will work in both lower and upper case.
• Only use the word STOP, and do not add any other word or number to it.
• Please allow 24 hours for the service to be stopped.

O2 offers a range of business-focused messaging services that can be used from any PC with an Internet connection.  Please see the following sections on our website for more information