Additional support

Are you having trouble paying your bill? Please get in touch with our Payment Management team to discuss your options.

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.

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’ll 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’ll need to fill out our Support Request Form*.

Alternatively, you can contact customer services or a member of staff at your local O2 store.

In order to adjust your support preferences, we’ll record some information about your disability or personal situation in your account. This means you’ll only have to tell us about your preferences once. If you don’t consent to this information being recorded, you’ll 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 O2 account holder can fill out our Support Request Form due to data protection restrictions. If you’re a third party supporting an O2 account holder, please contact 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 from Carers UK on how to do this.

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, 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.

999 BSL – Emergency Video Relay Service

If you're a British Sign Language (BSL) user, you can contact the emergency services through a British Sign Language interpreter using 999 BSL.

999 BSL is an Emergency Video Relay Service that enables you to sign to an interpreter via your webcam or smartphone device. The BSL interpreter will then call the 999 operator and relay the conversation for you.

Here’s how to use it:

  1. Open ‘999 BSL’ app
  2. Press red button to call
  3. Connect to a BSL interpreter

You can download the 999 BSL app from Google Play Store for Android, or Apple’s iTunes App Store for iPhone.

For more information go to the 999 BSL website. Please note: O2 are not responsible for the content and service supplied by 999 BSL.

Will I be charged?
You won’t be charged for making calls to the Emergency Services via the 999 BSL app, and it won’t use up any of your mobile phone data. If you run out of data, you’ll still be able to make a call via the 999 BSL service.

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:

  • Give us a call:
    • If you are a Pay Monthly customer, please call 0344 8090 202
    • If you are a Pay As You Go customer, please call 0344 8090 222
    • If you are registered for Access For You call 0344 4632 669 (available Monday - Friday, 8am - 8pm, and Saturday and Sunday, 9am - 6pm.)
  • Online: Use Live Chat to have an online conversation - you can also get a copy of the conversation if you need it.
  • Write to us at: Telefónica UK Limited, Correspondence Team, PO BOX 694, Winchester, SO23 5AP.

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
  • Phone ahead to book time with one of our in-store Gurus

We can help you find a phone to suit your needs and get it set up for you. It'll come with a 14 Day Change of Mind period. So if it's not quite right, bring it back and we'll help you find the right one.