Services and support

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 on how to do this: https://www.carersuk.org/images/Help__Advice/Tips_Power_of_Attorney_WEB.pdf

If you're a British Sign Language (BSL) user, you can get in touch with us 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.

• Go to the SignVideo website.

• If this 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 want to speak to someone at 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 help@signvideo.co.uk.

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/or type out their reply for you to read. You can use Relay UK through the Relay UK app or through a textphone. If using the app, you can connect to calls by selecting one of three options: Type & Read, Speak & Read or Type & Hear.

You can download the app on Apple or Android devices:

• Relay UK on Apple App Store

• Relay UK on Google Play Store

Visit Relay UK for more information about how to use the service.

If you want to use Relay UK, you can add the Relay UK bolt on to your account in My O2 Business, 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:

• a 10% discount on international and premium rate calls

• 100 extra minutes (if you’re on a tariff with limited minutes). If you use them all up, you’ll then get a 50% discount on calls to UK landlines and mobiles.

If you choose to get a dedicated TextNumber through the Relay UK service and would like us to record it on your account, get in touch with the Access For You team and they’ll add it for you.

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.

O2 Call Alert is a simple, easy-to-use alternative to Voicemail 901. It provides missed call information for up to four callers, at no extra cost, by sending you a text message update. So, if you're on another call or your mobile's switched off, if you're out of coverage or you just don't answer in time, O2 Call Alert will tell you the caller's number and the last time they called.

But it's not just you who benefits from the service. Callers also hear a message telling them that their number is being sent to you via text message, to let you know they called. (Although, if anyone decides to withhold their number, you won't be sent the missed call text and they'll be told to call again later.)

You can turn on O2 Call Alert any time by calling 1710 free from your mobile phone. And you call exactly the same number to switch it off.

If you've got O2 Call Alert it's free to receive the text update, whether you're in the UK or abroad.

If you're calling someone with O2 Call Alert you'll be charged your standard tariff rate unless you withhold your number, then it's free.

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.