Contact us
If you're already an O2 business customer, whatever your query, our Customer Services Team can help you get more from our service. And you can contact us, free of charge, from either your landline or mobile phone. The number to call us on is on the top of your bill, or you can dial 8002 from your mobile. Also, to make sure you get through to the right person, you'll find all our numbers listed here.
Alternatively, you can use our 24/7 Online Help service. It's packed with useful O2 FAQs and should answer any of your questions.
If you're not an O2 business customer, and would like to be, our Business Team will also respond quickly to any sales enquiries you might have. There are two ways to get in touch:
- Phone 0800 089 0202 to speak directly to one of our O2 Business Sales Representatives
Or, if you need more than 10 phones for your business send us your requirements and we'll provide a personalised quote.
Here are a few quick links to services you may need from us:
- Lost or Stolen phones
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If your mobile phone's been lost or stolen, call us straight away on 08705 214000. We'll stop anyone from making any more calls.
- Blocked phone
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If your mobile is displaying a message that your phone is 'blocked' or is requesting a Phone Unblocking Key (PUK) code, then you'll need to contact us so we can send it to you.
- Nuisance calls
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PLEASE NOTE: Hoax and Nuisance 999/112 calls can cost lives. This is an offence and can result in service being suspended or ended.
Tips if you're receiving malicious/abusive calls
- Keep calm: Most malicious callers gain pleasure from upsetting the person they call. So, by keeping calm and showing no emotion, you may put them off
- Don't give out your mobile phone number: When you answer, just say "Hello" rather than giving your name and number. This can stop a caller who dials your number at random from remembering it and calling again. If a caller asks you to confirm your number ask them what number they want and then tell them whether they are right or wrong
- Let callers identify themselves first if their number is not displayed on your mobile phone and consider rejecting calls with an unrecognisable number or withheld number
- Be careful not to leave your name or contact number on your mailbox greeting
- If, after following these general precautions, the phone rings again, don't say anything when you answer it. A genuine caller will speak first
- Don't talk to malicious callers and don't reply to unfamiliar text messages. Some malicious callers may want nothing more than to have a conversation. You should put the mobile phone down calmly and ignore it for a few minutes before ending the call or switching it off. This can often deter the caller particularly when they realise they're wasting their time and money. Some people may randomly send text messages to get a response from you, don't reply to the message if you don't know the number who has sent the message
- Remember malicious callers use the phone to hide behind, because most would be too frightened to say the same things to your face
What to do next
If you have tried some of the advice above and you are still continuing to receive Nuisance Calls or text then you may wish to consider changing your number. This can be done by contacting the number on your bill (please call 100 if you do not know this) or in the case of Pre-pay by contacting Pre-pay customer service.
If you have the number making the calls or sending the text messages and wish to prosecute the offender(s) then you may wish to contact the police to begin criminal proceedings against them. In cases such as these you will need to supply the police with all the information to support your case including any evidence of offending numbers from calls or text messages.
In cases where the number is withheld or unavailable and you wish to prosecute the offender please contact your Customer Service number or in the case of Pre-pay please contact Pre-pay customer service who will request the Nuisance Call Bureau to trace the offending calls.
What if you're receiving unwanted sales & marketing calls
You may from time to time receive unwanted sales and marketing calls.These can usually be stopped by registering on the Telephone Preference Service. After a short period of time the calls should stop and you should not receive further unrequested marketing calls. If the calls are silent and cause you distress you may wish to contact the company and ask them to remove your number from further contact. If the number is withheld or unavailable please contact your customer service centre who will offer further advice and if necessary request our Nuisance Call Bureau to investigate the matter further.
What to do if you are receiving SPAM text messages
These are unsolicited, non chargeable text messages that are used by companies as a form of advertising. They usually include a premium/ high rate number to call back or short code to text. You should not respond unless you are sure it is a genuine message. If you believe this to be SPAM we would like to know about it. The message can be forwarded to 7726 where we can investigate the message and take the necessary action to prevent our customers from any fraudulant activity. Messages that contain premium rate numbers can also be brought to the attention of PhonepayPlus (Premium Rate Regulator) who will also investigate their content, promotion and overall operation.
- How to make a complaint
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At O2 we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, tell us. It gives us a chance to put things right and also means we can improve our service to you and other customers in future.
Your first point of contact
Our Business Customer Services team are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You'll find all the details on the back of your bill or by clicking on the link below.
Putting things right
We treat complaints very seriously and will immediately do everything we can to rectify the situation. If you're unhappy with any actions we take, ask for one of our Business Customer Services Team Managers to investigate further.
An impartial review
We hope that we will have been able to resolve any problems by this stage. However, if you are still not satisfied after speaking to one of our managers and would like an impartial review, please write to:
O2 Complaints Review Service
PO BOX 302
DUNSTABLE
LU6 9GNWhat we need to know
In your letter please include the following information:
- Your name and address
- Your mobile and account numbers
- A daytime phone number
- Details of your complaint
- A suggestion of what you'd like us to do to put things right
If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.
An independent review
The telecommunications ombudsman, Otelo, can review your complaint if you feel that we haven't resolved it satisfactorily. In most cases, Otelo won't look at any cases that are less than 12 weeks old.
Otelo
PO Box 730
Warrington
WA4 6WU
www.otelo.org.uk
Email: enquiries@otelo.org.uk
Phone: 0845 050 1614
Textphone: 0845 051 1513If you have a complaint about Premium Rate Services, contact PhonepayPlus at:
PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 0800 500 212If you need advice
For information on your consumer rights, get free advice from your local Citizens Advice Bureau (CAB), consumer advice centre, local-authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask at your town hall or local-authority offices.
If you ever need to make a complaint, we're always ready to listen. Should you have any comments about the service we provide, let us know so we can put things right and give you the service you deserve.
Thank you for choosing O2.