TU Go
Your number now works on more than just your phone
See how it works
O2 GuruTV
Our O2 Gurus put TU Go through its paces. Find out what they make of it.
Frequent questions
The Basics
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What is TU Go?
TU Go lets you use your O2 number and tariff to make and receive calls, send and receive texts and use voicemail on up to five devices at the same time. If you have devices that are WiFi-only, like tablets and laptops, or if you have WiFi but no mobile coverage, you can use TU Go to connect to the O2 network. And you can call anyone – even if they don't have TU Go.
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How does TU Go work?
It's just like using your phone – you still get your calls, texts and voicemail – but now you can log in to TU Go to make and receive these on other devices. It's linked to your O2 mobile number, with your messages and voicemail. And the person you're calling doesn't need to have the app or do anything differently; your call or text will pop up on their phone as normal.
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Where can I get the TU Go app?
You can download the app from the App Store or Google Play (for the PC version, go to o2.co.uk/tugo). It runs on iPhone, iPad and iPod Touch (with iOS5.0 or higher), Android phones and tablets (with Gingerbread 2.3.1 or higher) and PCs (with Windows 7).
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Why do my phone, tablet and laptop all ring when I receive a call?
If you've got TU Go open and running on a few different devices, they'll all ring when you get an incoming call so you can choose which one you'd like to use.
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How do I sign up to TU Go?
First, download the app from the App Store (for iPad, iPhone or iPod Touch) Google Play (for Android phones and tablets) or o2.co.uk/tugo (for PCs).
Once you've done that:
1. Open the app
2. Type in your O2 mobile phone number
3. You'll get a text message with a PIN number – type this into the app
4. Choose your TU Go password
5. You'll get an email (we'll send it to the same address where we send your O2 monthly bill). Open it and click on the verification link
6. Finally you'll get a text confirming that your TU Go account has been set up successfully and is ready to use
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What does TU Go cost?
The app itself is free. Any calls and texts you make through TU Go cost the same as they would normally on your mobile – and come out of your monthly allowance (if you've used up your monthly minutes and texts, we'll charge you the standard rate). The app also uses a very small amount of data to sync your Timeline and voicemail – this will come out of your data allowance.
Want to know about using TU Go while abroad? See the 'Questions about…' column on the right and choose the 'Roaming' option from the drop-down list
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I've forgotten my TU Go password. What should I do?
You can reset your password from the app. From the TU Go home screen, tap 'Existing user', enter your phone number and tap 'Forgot Password'. Once you've done that, we'll text a special code to your phone. Type that code into TU Go, and you'll get to a screen where you can reset your password.
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I haven't received my verification email. What should I do?
As part of sign up, we'll send you an email with a verification link. We will text your O2 phone to tell you the last part of the email address we've sent it to (e.g. @gmail.com). This is the same email address we use to send you your O2 bill each month. Please open this account and check for the verification email. If you haven't received it, please check your junk mail in case it has been delivered there instead.
Some customers may receive a message to say this verification email has been sent to their '@o2.co.uk' account. This means we don't have an email address attached to your Pay Monthly account and have sent it to your My O2 webmail instead. You can access your webmail account by logging into your My O2 account here. Mobile users, please note you'll need to sign in via the full O2 site, not the mobile pages. Once you've logged in to My O2, click on the 'Use O2 webmail' to open your webmail. You should be able to see the TU Go verification email in your inbox.
You can check - and change - your registered email address by logging into the full website at http://www.o2.co.uk/myo2 and going to 'Update my details'. Mobile users, please note you'll need to sign in via the full O2 site, not the mobile pages. If we have an old email address on file and you no longer have access to this, we recommend updating this and waiting 12 hours before you try signing up for TU Go again.
If the email address we have on file is correct and you still haven't received the verification, please talk to our customer services team.
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Why does my phone notify me twice for every text message I get?
If you're signed in to TU Go on your O2 smartphone, you'll see (and hear) one notification from your phone every time you get new text – and another notification from TU Go. You can change how your phone alerts you to calls and texts in your phone's settings. iPhone users can change their settings in their iPhone Settings » Notifications while Android users can find their settings in the Phone and Messaging app settings.
To see how to change your settings, watch our Guru TV clip
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Why do my calls keep dropping?
TU Go needs either a mobile network signal or a WiFi connection to work. If one isn't working well, try switching to the other in the TU Go Settings (or moving somewhere where you can get a stronger signal) and calling again.
Calls made over WiFi require a good WiFi connection – your call may start to sound distorted if the connection drops in quality. Your call will drop if you move between different WiFi hotspots or you move out of GSM or WiFi coverage.
Questions about
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Can I sign up to TU Go?
If you're on O2 Pay Monthly, yes. You'll need at least one supported device and your Pay Monthly phone to hand.
TU Go isn't available for Pay & Go or Business customers but you can sign up to be notified once it's available here: o2.co.uk/tugo/bethefirsttoknow
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Where can I get the TU Go app?
You can download the app from the App Store or Google Play (for the PC version, go to o2.co.uk/tugo). It runs on iPhone, iPad and iPod Touch (with iOS5.0 or higher), Android phones and tablets (with Gingerbread 2.3.1 or higher) and PCs (with Windows 7).
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How do I sign up to TU Go?
First, download the app from the App Store (for iPad, iPhone or iPod Touch) Google Play (for Android phones and tablets) or o2.co.uk/tugo (for PCs).
Once you've done that:
1. Open the app
2. Type in your O2 mobile phone number
3. You'll get a text message with a PIN number – type this into the app
4. Choose your TU Go password
5. You'll get an email (we'll send it to the same address where we send your O2 monthly bill). Open it and click on the verification link
6. Finally you'll get a text confirming that your TU Go account has been set up successfully and is ready to use
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Do I need to have an @O2.co.uk email address to sign up for TU Go?
No – we'll use whatever email address is linked to your O2 Pay Monthly account (the same one where you get your bills). If you want to use a different email account for TU Go, you'll need to go to o2.co.uk/myo2 and change it before you sign up. That'll also change the address we send your bill to.
During registration, we'll tell you the last part of the email address that we've used to send you the confirmation (e.g. @gmail.com) to help you find it.
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Why do you need my email address?
It's only for security. We send you an email with a link, so we can make sure it's really you that's signed up. We'll send it to the same email account where we send your monthly bill. If you want to use a different email account for TU Go, you'll need to go to o2.co.uk/myo2 and change it before you sign up. That'll also change the address we send your bill to.
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How do I change the email address used during TU Go sign-up?
Go to o2.co.uk/myo2. From there, you'll be able to change your email address (or any of your other details). If you've just signed up and we've already sent you a verification email to your old email address, it'll take us up to 12 hours to update your address and send you a new verification email.
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I've left my phone at home. Can I download TU Go on my PC or tablet and use that instead?
If you've already got a TU Go account, yes. You can get the app from the App Store, Google Play – or o2.co.uk/tugo for laptops and PCs. Then sign in with your usual details.
But if you haven't used TU Go before, you need your phone to sign up (because we need to text you as part of the sign up process, for security).
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I don't want TU Go any more. How do I delete my account?
Open TU Go, go to the 'Settings' tab and tap 'Account'. From here, you can choose whether or not you want your Timeline data to be saved. If you want to delete this, select 'No' and then 'Delete account'.
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I deleted the TU Go app. Why am I still getting calls on my tablet and laptop?
Just deleting the icon from your phone won't work – you have to delete your TU Go account, not just the app. To do that, you need to:
1. Open the app
2. Go to the 'Settings' tab and tap 'Account'
3. From here, you can choose whether or not you want your Timeline data to be saved. If you want to delete this, select 'No' and then 'Delete account'.
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Can I have TU Go open on more than one device at the same time?
Yes, you can have it open and running on up to five devices at once (but you can install it on as many devices as you like). Remember, you can only make and receive calls, texts and get voicemail if you're logged in on that device.
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Why does my phone keep ringing after other gadgets have stopped?
With TU Go, you can choose how you'd like to receive calls on your phone. If you have TU Go open your phone and you've chosen WiFi as your connection priority in the TU Go settings, we'll try to connect the call over WiFi first. This is great if you're in a basement or somewhere with limited network coverage but a strong WiFi connection. If you don't pick up, we'll try to connect the call over the mobile network (GSM). This means your phone will carry on ringing for a couple of seconds after any other logged-in devices have stopped.
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What is 'visual voicemail'?
With visual voicemail, you don't call a number to check your messages. You can actually see who's called you and when in an inbox. To listen to a message, you just tap it. In other words, no more dialling 901 to check your voicemail – it'll appear straight into TU Go. And when you listen to it or delete it in TU Go, it'll make the change on 901 too.
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How do I call someone using TU Go?
You can either:
– dial the number from the TU Go Keypad (just like a phone)
– click on one of your TU Go Contacts
– click on a name or number in your Timeline.If you're using TU Go on your phone, you can choose whether you want to make the call over the mobile network (GSM) or WiFi. By default, it will try to use your mobile network connection, which will minimise TU Go and open your phone's default calling app. You can change this in your TU Go Settings by changing the connection priority.
To see how it works, try out the TU Go simulator: o2.co.uk/tugosupport
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How do I add a contact?
If your phone, tablet or iPod touch has an address book – like iPhone Contacts or Google Contacts – you can add a new contact from TU Go's Timeline, Contacts or Keypad by pressing the Add Contact button and filling in their details. This will add the contact to your device address book. However, this won't sync over to the TU Go app on other devices automatically. Instead we'd recommend that you use a service like iCloud or Google to sync your contacts between devices.
If you're using TU Go on your PC, you can save contact details to the local TU Go address book.
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How do I send a message?
You can either:
– click on TU Go Messages
– click on one of your TU Go Contacts
– reply to someone in your TimelineTo see how it works, try out the TU Go simulator: o2.co.uk/tugosupport
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How do I listen to a visual voicemail?
Just tap on the message you want to hear from your Timeline (look for the voicemail icon) and then tap the Play icon.
To see how it works, try out the TU Go simulator: o2.co.uk/tugosupport
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What's 'GSM'? And how is it different from WiFi?
GSM stands for 'Global System for Mobile Communications' – basically, it's the technical name for your mobile network signal. So when you call or text someone from your mobile, you're using GSM.
TU Go works with both GSM and WiFi. So it can call or text people using your mobile signal, if it's available. If you're using a device without a SIM card or if you're somewhere without any signal, you can connect to the network over WiFi instead. Your call will still go over the O2 mobile network but you'll use your WiFi signal – and the TU Go app – to start the call. Think of your WiFi as taking the place of your local mast.
You can choose whether you want to connect over GSM or WiFi in your TU Go Settings.
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How do I clear my Timeline?
1. In TU Go, go to Settings.
2. Click 'Timeline'.
3. Click 'Reset Timeline'.This'll clear your Timeline on any machine you use TU Go on (when you next sync them up).
Clearing your Timeline will also clear any voicemails stored in your voicemail service (901). It won't affect your calls and texts stored locally in your phone's Phone and Messaging applications.
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Does the person I'm calling or texting need to have TU Go on their phone?
No. You can call any phone number, except premium rate ones. To call premium rate numbers or shortcodes, you'll need to use your normal phone app.
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Where can I get the TU Go app?
You can download the app from the App Store or Google Play (for the PC version, go to o2.co.uk/tugo). It runs on iPhone, iPad and iPod Touch (with iOS5.0 or higher), Android phones and tablets (with Gingerbread 2.3.1 or higher) and PCs (with Windows 7).
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Which of my devices will work with TU Go?
TU Go currently works on iOS (5 and higher), Android (Gingerbread 2.3.1 and higher) and PC (Windows 7 only). However, we're working to bring it to new platforms in future. As part of our testing process, we've confirmed that TU Go works on the following devices:
iOS
iPhone 5, iPhone 4S, iPhone 4, iPad 3, iPad 2, iPod touchAndroid
Asus Transformer Pad
HTC One X, HTC One S, HTC Desire S, HTC Desire C, HTC Wildfire S, HTC Wildfire
Kindle Fire HD
LG Optimus P970
Motorola Xoom, Motorola Razr (not Razr i)
Samsung Galaxy S3, Samsung Galaxy S3 Mini, Samsung Galaxy S2, Samsung Galaxy Nexus, Samsung Galaxy Ace 2, Samsung Galaxy Tab 2 (7.0), Samsung Galaxy Tab 2 (10.0)
Sony Xperia ArcWindows
Windows 7 for PCSome devices may experience problems with the service to the extent that we've withdrawn the option to download TU Go until we have fixed these. At present, we do not allow downloads for the following:
Motorola Razr i
Samsung Galaxy Ace
Samsung Galaxy S
Samsung Galaxy Y
Sony Xperia SWe’re working to fix these issues in the next release of the app. Customers with these handsets can still download and use TU Go on another supported device.
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I can't download TU Go for my device. What's going on?
TU Go currently works on iOS (5 and higher), Android (Gingerbread 2.3.1 and higher) and PC (Windows 7 only). However, we're working to bring it to new platforms in future.
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I have Windows 8. Can I use TU Go?
No. TU Go for PC is currently only compatible with Windows 7 but we're working to bring it to more platforms in the future.
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Do I need headphones or a microphone to use TU Go?
Most supported devices should have these built-in or be able to play sound back through the speakers. If you don't want your call or voicemail to play over the speakers, then you'll need some headphones. You may also need a microphone if your device doesn't have one built-in. Please note, we can't guarantee that TU Go will work seamlessly with all accessories. If you're having trouble, please contact our Customer Service team: o2.co.uk/tugosupport
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Can I have TU Go open on more than one device at the same time?
Yes, you can have it open and running on up to five devices at once (but you can install it on as many devices as you like). Remember, you can only make and receive calls, texts and get voicemail if you're logged in on that device.
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Can I have use my Pocket Hotspot as a WiFi connection for TU Go?
Yes, just connect to it like you would any WiFi connection and you'll be able to connect to TU Go over WiFi. Any calls or texts that you make will still come out of your Pay Monthly bundle. Likewise any data that you use to make or receive calls and sync the TU Go Timeline will be charged in line with your Pocket Hotspot tariff.
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I have TU Go and someone's stolen my O2 phone – what should I do?
If your O2 phone has been stolen, customer services will be able to put a bar on your number to stop anyone being able to make calls from your phone and any other TU Go devices.
You can contact O2 Pay Monthly customer services by dialling 0844 809 0202 (or 202 from an O2 phone). Our teams are available 24 hours a day to help you with a lost or stolen phone.
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I have TU Go and someone's stolen my tablet / laptop / iPod touch – what should I do?
If a device other than your O2 phone has been stolen (e.g. a tablet or laptop), customer services will be able to reset your TU Go password which will log out any devices connected to TU Go and prevent them from logging back in. You'll be able to carry on using TU Go and your phone as normal. Alternatively you can ask customer services to bar all TU Go activity – this won't affect any calls and texts to and from your O2 phone.
You can contact O2 Pay Monthly customer services by dialling 0844 809 0202 (or 202 from an O2 phone). Our teams are available 24 hours a day to help you with a lost or stolen device.
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What does TU Go cost? Is it free?
The app itself is free. Any calls and texts you make through TU Go cost the same as they would normally on your mobile – and come out of your monthly allowance (if you've used up your monthly minutes and texts, we'll charge you the standard rate). The app also uses a very small amount of data to sync your Timeline and voicemail – this will come out of your data allowance.
Want to know about using TU Go while abroad? Choose the 'Roaming' option from the 'Questions about…' drop-down list above.
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Does the app use up my data allowance?
Yes. Your TU Go Timeline uses a very small amount of data to sync events and download your voicemail messages, which comes from your Pay Monthly data allowance. Calls and texts don't use up any of your data but they do come out of your bundled minutes and texts. However if you're using a data connection on another device for calls and texts, like using 3G on your iPad, the data you use will come out of your iPad data allowance.
Want to know about using TU Go while abroad? Choose the 'Roaming' option from the 'Questions about…' drop-down list above.
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Do I have to pay to pick up my voicemail in the UK?
No. But your voicemail does use up a very small amount of data to download your messages, which comes out of your monthly data allowance. If you're on WiFi, it's completely free.
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On my bill, will I be able to tell which calls and texts were made using TU Go?
Yes. They'll say 'TU Go' next to them.
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What does it cost to use TU Go abroad?
If you're using TU Go over the mobile network (GSM), you'll have to pay the normal roaming charges (the same as it would cost to use your mobile when abroad). If you're using TU Go over WiFi only, your calls and texts will cost the same as they would if you were in the UK – and will come out of your monthly allowance.
If you keep your data switched on while you're abroad, your Timeline and voicemail will keep using it to sync up in the background. Data roaming can be expensive. So you'll need to make sure your phone or gadget's settings are set not to use data when you're abroad. This includes using a 3G connection on your tablet. If you're connected to WiFi, you can sync your Timeline and voicemail for free.
Want to know how to use TU Go over WiFi? Check out our video here.
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What does it cost to make calls and texts through TU Go, when I'm abroad?
If you make the call or text over the mobile network (GSM), you'll be charged the normal roaming rate (the same as it would cost to receive a call on your mobile when abroad). If you call or text on WiFi only, it'll cost the same as it would if you were in the UK. In other words, calls and texts back to the UK will come out of your monthly allowance while calls to international numbers will be charged as if you were in the UK.
Want to know how to use TU Go over WiFi? Check out our video here.
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What does it cost to receive calls and texts through TU Go, when I'm abroad?
If you're on WiFi only, it's free. But if you leave your data switched on while you're abroad, it'll keep syncing in the background over the mobile network and you'll have to pay the roaming charges for using data abroad (which can be very high). So before you leave, check your settings to make sure data roaming is switched off.
Want to know how to use TU Go over WiFi? Check out our video here.
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Can I call premium rate numbers or text shortcodes from TU Go?
No. These aren't supported in TU Go. To call premium rate numbers or shortcodes, you'll need to use your normal phone app.
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Can I call registered helplines (like Childline) using TU Go?
Yes, O2 supports a range of registered numbers and you can use TU Go to contact these.
Please be aware that while calls/text messages to these numbers will not appear on your bill for anonymity reasons, the TU Go Timeline will show all new events, including these support numbers, across all logged in devices. For your privacy, we recommend deleting call/text message records from your TU Go Timeline so they can't be viewed by anyone else.
To delete entries, click the 'Edit' button in your Timeline and click the remove button next to Timeline events you want to delete (the little red circle on the left side of the number). Deleting from any application will sync across your devices, meaning you just need to delete once in order to remove the entry from your Timeline on all your logged in devices. A record of the call/text message may also appear in your native smartphone call history/text message Inbox – so you may want to delete any entries here too.
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What if I go abroad? How do people call me on TU Go?
By dialling your mobile number, as usual. TU Go will do the rest by itself.
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What does it cost to use TU Go abroad?
If you're using TU Go over the mobile network (GSM), you'll have to pay the normal roaming charges (the same as it would cost to use your mobile when abroad). If you're using TU Go over WiFi only, your calls and texts will cost the same as they would if you were in the UK – and will come out of your monthly allowance.
If you keep your data switched on while you're abroad, your Timeline and voicemail will keep using it to sync up in the background. Data roaming can be expensive. So you'll need to make sure your phone or gadget's settings are set not to use data when you're abroad. This includes using a 3G connection on your tablet. If you're connected to WiFi, you can sync your Timeline and voicemail for free.
Want to know how to use TU Go over WiFi? Check out our video here.
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What does it cost to make calls and texts through TU Go, when I'm abroad?
If you make the call or text over the mobile network (GSM), you'll be charged the normal roaming rate (the same as it would cost to receive a call on your mobile when abroad). If you call or text on WiFi only, it'll cost the same as it would if you were in the UK. In other words, calls and texts back to the UK will come out of your monthly allowance while calls to international numbers will be charged as if you were in the UK.
Want to know how to use TU Go over WiFi? Check out our video here.
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What does it cost to receive calls and texts through TU Go, when I'm abroad?
If you're on WiFi only, it's free. But if you leave your data switched on while you're abroad, it'll keep syncing in the background over the mobile network and you'll have to pay the roaming charges for using data abroad (which can be very high). So before you leave, check your settings to make sure data roaming is switched off.
Want to know how to use TU Go over WiFi? Check out our video here.
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Will I have to pay to use TU Go's visual voicemail when I'm abroad?
If you're on WiFi only, it's free. But if you leave your data switched on while you're abroad, it'll keep syncing in the background over the mobile network and you'll have to pay the roaming charges for using data abroad (which can be very high). So before you leave, check your settings to make sure data roaming is switched off.
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How do I switch off my data usage while I'm roaming abroad?
Simple. If you're on an iPhone, just tap "Settings" on your iPhone, select "General" then "Mobile Data" and simply slide "Data Roaming" to off.
If you're using an Android phone, just tap "Settings" in your apps menu, select "Wireless & Networks" then "Mobile Networks" and then untick the "Data Roaming" box.
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Where can I get more help with TU Go?
If you go to o2.co.uk/tugosupport, you'll find links to community forums, webchat and our customer service team.
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I've left my iPad at home and it's still signed in to TU Go. I don't want anyone to see my Timeline. Can I log out?
Not at the moment. If you don't want people to see your Timeline or Contacts, you should always sign out when you're done.
If you're in a real fix, you can log into TU Go on another device and change your password. Then when your iPad next tries to sync with the TU Go service, it will be logged out.
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Why don't my contacts show up in TU Go on my computer like they do on my phone?
The TU Go app relies on the address book that's stored on that device. In the case of your computer, there won't be any contacts stored so each new call or message will be shown with a phone number rather than your contact's name.
You can add contacts to TU Go on your PC by going to an event and clicking on the phone number shown. This will open a new screen where you can add your contact's name and details – these will be saved to your PC so any calls, texts or voicemail to or from that contact will appear with their name.
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I saved a bunch of contacts as Favourites last time I was logged in but now they've disappeared – what's going on?
At the moment, there's a bug in the app that means Favourites aren't being stored after you log out of the app. We're working on this and hope to fix this in a future version of the app.
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My mobile signal keeps dropping. What can I do?
If you can't get a good mobile signal where you are, you can try using TU Go over WiFi instead. To do this, open TU Go and tap the Settings tab and can change your connection priority from GSM to WiFi. This means TU Go will connect to the mobile network over WiFi rather than using your local mast. You'll need to stay in that WiFi hotspot for the duration of the call though – if you lose the WiFi connection, the call will drop.
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If I clear the cache on my phone, will it clear my TU Go data?
It won't clear your Timeline, because that information's stored online. So the next time you open TU Go, it'll sync up again.
To clear your Timeline:
1. Go to Settings
2. Click 'Timeline'
3. Click 'Reset Timeline'.To see how to do this, try out the TU Go simulator: o2.co.uk/tugosupport
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I've dialled a number beginning with '44' in TU Go but when I press the call button, it pauses for a few seconds and then drops. Why?
TU Go doesn't support calls to phone numbers beginning with '44'. Please try redialling the number with '0044' or '+44' or '0' instead.
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If I'm on a call and I move between WiFi hotspots or from GSM into WiFi, will TU Go automatically switch signals?
No. TU Go can't switch between connection types if you're already on a call. If you move between different WiFi hotspots or you move out of GSM or WiFi coverage, the call will drop and you'll have to call them back.
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Can I use TU Go at public WiFi hotspots?
You can – but we wouldn't recommend you use it on open or shared connections that aren't password protected. If you've got a secure connection at home or work that's protected with your own personal password, or if you're connecting to secure public WiFi with a user name and password, like O2 WiFi, that's fine.
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Can I get my call forwarding settings back?
If you delete your TU Go account, your call forwarding settings should come back:
1. Go to Settings.
2. Choose 'Account'.
3. Choose 'Delete account'.To be on the safe side, you should write your call forwarding details down first. You might have to set up call forwarding again after you've deleted TU Go.
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