Additional support

 

If you find it difficult to access any of our services due to a disability or personal situation, we can make some adjustments to help you manage your O2 account.

Are you having trouble paying your bill? Please get in touch with our Business Customer Service to discuss your options. You can do this by dialling 202 from your O2 phone or using our Contact us page.

We can make various adjustments to the way we communicate with you and how we provide your contract, mobile phone bill, and more. For example if you struggle to hear people over the phone, we can offer alternate contact methods and make note of your preferences so you will only be contacted via this method in the future, wherever possible.  

If you’d like us to record your preferences on your account, and arrange any ongoing support or adjustments, you will need to fill out our Support Request Form*. 

Alternatively, you can contact our Business Customer Service on 202 or a member of staff at your local O2 store

In order to adjust your support preferences, we will record some information about your disability or personal situation in your account. This means you will only have to tell us about your preferences once. If you do not consent to this information being recorded, you will need to tell us about any support you require each time you contact us. 
 
Want to find out more? Read our Accessibility Policy.  

*Only the account holder can fill out our Support Request Form due to data protection restrictions. If you are a third party supporting an O2 account holder, please contact Business Customer Services with the account holder present. If the account holder is unable to be present, please call 0344 463 2669 for assistance. 
 

Our services include:

Managing your account

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

SignVideo interpreting service

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.
Relay 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:

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.

Directory enquiries

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

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.

Accessible formats

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.

Getting in touch

If you want to get more information or set up any of the services above, then just get in touch with us.

You can get extra help if you have specific accessibility needs:

  • Online: Use Live Chat to have an online conversation - you can also get a copy of the conversation if you need it.
  • Or you can visit us at an O2 store. In O2 stores you can:
  • Use a hearing loop
  • Ask for somewhere to sit down
  • Ask us to read information out for you, or write explanations down
  • Get help filling in forms
  • Ask for help setting up your phone
  • We can help you find a phone to suit your needs and get it set up for you