Additional support
If you find it difficult to access any of our services due to a disability or personal situation, we can make adjustments to help you manage your O2 account.
Or if situations such as bereavement, domestic abuse, crime and addiction have affected your ability to manage your account and payments, please get in touch, we may be able to help.
We have a special team called Access For You to assist customers with more complex ongoing needs. If you’d like us to arrange for any ongoing support or adjustments, you can let us know by contacting our customer services or asking a member of staff at your local O2 store. Alternatively, you can complete our support request form.
Requesting support on behalf of someone else
Do you care for a family member or someone else close to you and want to help them manage their account and phone bills?
If you want to make a payment, we can do that, although some restrictions will apply. But 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. Or you can register as a named appointee on the account.
For more details, see our Accessibility policy.
Support with your bill
Having trouble paying your bill? Check our financial support advice.
Please get in touch with us to discuss your options. You can do this by calling 202 from your O2 phone, or by visiting our Contact us page.
Bereavement and critical illness
We have a team dedicated to supporting you in the case of bereavement or critical illness.
Contact the team Monday to Friday 8am–4.30pm on 0800 952 2302, or by email at bereavement&criticalillness@virginmediao2.co.uk
Accessibility services
We offer a range of services to enhance the accessibility of our website, services and products, including:
O2 Call Alert, easy-to-use alternative to Voicemail 901
SignVideo, a British Sign Language (BSL) interpreting service
999 BSL, a British Sign Language interpreting service for emergency calls
Relay UK, an assisted texting service for the deaf, hard of hearing or speech impaired
BT Directory Assistance, an assisted directory enquiries service
We can even help you choose an accessible mobile phone.
To find out more, see our Accessibility Policy.
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 any 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
Use our store locator to find your nearest store and check its accessibility features.