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.
Access For You Service
If you find it difficult to access any of our services due to a disability or personal situation you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us. This means you only have to tell us about your requirements once.
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.
In order to protect your personal information you must give consent to be registered for the Access For You service. If you do not consent, you will not be able to register for Access For You and you will need to tell us about your requirements each time you contact us.
If you think you’d benefit from the Access For You service, you can let us know by following the instructions on O2 Community. Alternatively, you can ask customer services or a member of staff in an O2 store to register you for the service.
Managing your account
If you have a trusted carer or family member who has agreed to help you manage your account and phone bills, let us know. We can make sure they are sent your bills, can pay a bill for you and are set up to act on your behalf. It's free and simple to set up; just contact us.
We can provide your contract, mobile phone bill and more in Braille, large print or audio free of charge. 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.
Next Generation Text Service (NGTS)
If you're deaf, hard of hearing or speech impaired, you can use the NGTS to make calls. A trained BT relay assistant will read out your message to the person you’re calling, then type out their reply for you to read. You can use NGTS through a textphone or the NGT Lite app. Get the app for:
- Computers: NGTS website
- Android smartphones and tablets: Google Play Store
- iPhones and iPads: App Store
Add the NGTS Bolt On to your account and you'll get a 10% discount on international and premium rate calls. Standard UK calls through the 18001 service are charged at standard UK rates and will come out of any minutes on your tariff. If you're on a tariff with limited minutes, you'll get an extra allowance of 100 minutes for 18001 calls to UK landline and mobile numbers, then a 50% discount on calls after you've used up your allowance. Any discounts will be applied to the call charges on your bill.
If you've used NGTS with us since 1 August 2016, we'll add the Bolt On to your account automatically, so you don't have to do a thing. And if you haven't used the service since then, you can add the NGTS Bolt On to your account through My O2.
Calls through the NGT Lite app use both a voice call and an internet connection. So if you're not connected to Wi-Fi, it'll use some of your data allowance.
With NGTS, you can get a dedicated mobile number for incoming calls. It's called a Textnumber, and it means that anyone who calls you doesn't have to dial the 18002 prefix. Calls to Textnumbers are charged at standard UK rates and will come out of any minutes' allowance the caller has left on their tariff.
Find out more about how to use NGTS.
Once you're registered, you can use NGTS to call emergency services for free. Just dial 18000 instead of 999. Or you can contact emergency services by text, by just sending a message to 999. You'll have to register with emergency SMS service first.
If you're an O2 Business customer, we'll add the NGTS Bolt On to your account once you make a call through NGTS. This could take up to a week.
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. Once you've registered and got your PIN, you'll be able to register with us.
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 from our expert Gurus, 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.
Power of Attorney and Court of Protection
If a third party has Power of Attorney, or similar, on behalf of a customer, we can record this on the customer’s account.
If you wish to add a Power of Attorney to an account with us, please call the Access for You team on 03444 632 669 (available Monday-Friday 9am-6pm)
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 0800 0901808
- If you are a Pay As You Go customer, please call 0800 3134302
- If you are registered for Access For You please call 0344 4632669 (available Monday-Friday 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
- Next Generation Text Service (NGTS): For those who 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 an O2 Guru, 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
- Book time with an in-store Guru
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.