How we can help
Accessibility & Vulnerable Customers Policy | O2
Accessibility & Vulnerable Customers – How we can help
(Telefonica UK Policy Statement)
We believe that everyone should have access to the products and services they need to thrive in a digital world and that technology should be accessible to all. We want to help people in their homes, workplaces and communities have access to and enjoy the social, environmental and economic opportunities of connectivity.
We appreciate that our customers are different with diverse needs and some may need a little extra help from time to time due to their own personal situation, this may be a permanent requirement or just temporary if you’re going through a difficult time.
Our aim is to identify customers who may be vulnerable each time they interact with us and to ensure that they receive a consistent approach which takes into account their circumstances, meets their particular needs and delivers a great experience.
We offer a range of services to support you through these times.
If you find it difficult to access any of our services due to a disability or personal situation we may be able to make some adjustments to help you manage your O2 account.
There are a number of adjustments we can make to support you depending on your personal circumstances. For example, if you tell us that you struggle to hear people on the phone we can discuss alternative contact methods with you, make a note of your preference, and this information will then be used to make sure that any future contact is via your preferred method wherever possible.
If you’d like us to record this information on your account, and arrange for any ongoing support or adjustments, you can let us know by filling out our Support Request Form. Alternatively, you can ask customer services or a member of staff in an O2 store to record this for you.
Please note only the account holder can use the Support Request Form due to data protection restrictions. If you are a third party supporting an O2 account holder please contact customer services with the account holder present. If the account holder is unable to contact us due to an emergency situation please call 0344 463 2669 for advice.
If you support someone who is older, has a physical or mental illness or is disabled and want to help them manage their account and phone bills, it's important to understand what we can help you with.
We can help diagnose phone faults as long as you have access to the phone and are able to give us some account information. If you want to make a payment and contact us, we can do that, although some restrictions will apply.
If you want to make a change or access information on the account holder’s behalf, we will need the account holder to authorise us to speak to you on the call. It’s free and simple to set up; just contact us. If they are unable to do this or you have to talk to us without them, we recommend that you consider other ways to become a named appointee on the account, such as through applying for a power of attorney or deputyship. Here are some tips from Carers UK on how to do this.
Power of Attorney and Deputyship
If you already have a Power of Attorney, deputyship or similar, on behalf of a customer, we can record this on the customer’s account, please call the Access for You team on 03444 632 669 (available Monday-Friday 8am-8pm and Saturday and Sunday 9am-6pm).
If you have problems viewing any of your documents or communications, we can provide them in alternative formats. We support Braille, coloured paper (in pale blue, pale yellow and pale pink), large print or audio. If you'd like this service, just contact us and let us know.
SignVideo interpreting service
If you're a British Sign Language (BSL) user, you can get in touch with a customer service advisor at O2 by using the SignVideo service.
SignVideo lets you sign to an interpreter via your webcam, and the interpreter speaks to our adviser. It's free and available Monday to Friday, 08:00 - 18:00, except bank holidays.
Here's how to use it:
- Check your PC or Mac is compatible: you'll need a webcam, a broadband connection and one of these browsers: Microsoft Internet Explorer version 7 (or above), Chrome (PC only) or Safari.
- Smartphones: alternatively, for any smartphone users, O2 customers can download the SignVideo app from either the Google Play Store for Android, or Apple's iTunes App Store for iPhone.
- Click here to visit the SignVideo site.
- If it is your first time using the service you'll be asked to download a plug-in. This makes sure your calls are secure and that the video quality is good. Follow the instructions on the screen.
- Connect to a SignVideo interpreter and tell them you are calling O2. You'll be connected to an advisor in BSL who will deal with your O2 query.
- O2 are not responsible for the content and service supplied by SignVideo.
- If you need any technical help or guidance using SignVideo, email email@example.com.
If you’re deaf, hard of hearing or speech impaired, you can use Relay UK to make calls. A trained BT relay assistant will read out your message to the person you’re calling, and type out their reply for you to read. You can use Relay UK through the Relay UK app or through a textphone. If you’re using the app, you can connect to calls by selecting one of three options: Type & Read, Speak & Read or Type & Hear.
For more information about how to use the service visit the Relay UK website.
If you want to use Relay UK, you can add the Relay UK bolt on to your account in My O2, or you can get in touch and we'll add it for you. Once it’s added, when you make calls through Relay UK you’ll get:
- 10% discount on international and premium rate calls
- 100 extra minutes if you are on a tariff with limited minutes
- 50% discount on calls to UK landline and mobile numbers after you’ve used up your allowance.
If you're unable to read or hold a telephone directory due to illness or disability, you can apply for free directory assistance and information by calling BT Directory Assistance on 195.
We have a broad range of devices that can be customised with accessibility features and settings to suit the individual needs of customers with disabilities. On top of this, we support the Global Accessibility Reporting Initiative (GARI) which provides information about the accessibility features available on a wide range of mobile phones. We may not stock all the phones listed on the site, but if you know the features you need, we will do our best to help you find a similar device.
You can get free help and advice in store, this can be anything from backing up your data to setting up the accessibility features on your device. More information can be found on our help and support pages.
We have a team dedicated to supporting bereaving customers and those who have been diagnosed with a terminal illness.
We can cease the account or arrange to transfer the accounts to Pay & Go or, following a successful credit check we transfer the whole account into someone else’s name.
Problems paying your bill
We have a Payment Management team dedicated to providing support if you are struggling to pay your bills. Please visit our help and support page or contact the Payment Management team on 0800 902 0217 (available Mon-Fri 8am-8pm, Sat 8am-6pm and Sun 9am-6pm).
In addition, there are organisations and charities that can offer free and independent advice. Here are some you can get in touch with if you need support:
We are working hard to bring our services accessible to WCAG 2.1 Level AA. If you encounter any accessibility issues with our website or digital services please email firstname.lastname@example.org and let us know.
There are a number of different ways to contact us, including specialist services for customers with disabilities. These include:
- Over the Phone
- If you are a Pay Monthly customer, please call 0344 8090202
- If you are a Pay As You Go customer, please call 0344 8090222
- If you are registered for Access For You please call 0344 4632669 (available Monday-Sunday 9am-6pm)
- Email: You can email the Access For You Team on email@example.com
- Online: Use Live Chat to have an online conversation with a customer service advisor - you can also get a copy of the conversation if you need it - just ask the advisor for it
- Write to us at: Telefónica UK Limited, Correspondence Team, PO BOX 694, Winchester, SO23 5AP
- Relay UK: If you are deaf, hard of hearing or speech impaired
- SignVideo: Interpreting service for British Sign Language (BSL) users
- Visit an O2 Store: Our stores aren't just for shopping. As well as finding a range of brand new phones, tablets, smart tech and accessories, you can speak to our teams, or even book your phone in for a repair. Use our store locator to find your nearest store.
Experience within store
All O2 stores are designed and arranged to be accessible for everyone. When visiting an O2 store you can:
- Use a hearing loop
- Ask for somewhere to sit down
- Ask us to read information out, or write explanations down
- Get help filling in forms
- Ask for help setting up a phone
Use our store locator to find your nearest store.
There are a number of charities and organisation who provide advice and support for people with disabilities, details of some of these can be found on our website.