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Our latest update on COVID-19

Support while staying in your bubble.

Mark Evans, O2 CEO

 

Hello,

 
We know people and businesses are relying on our network more than ever right now and we take that responsibility very seriously. We’re still here for you, and we want to keep you updated on the things we’re doing to keep our customers and communities connected. We’ll continue to update this page as things evolve.
 

Thank you for being with O2. We’ll do everything we can to try and make things easier for you during this difficult time.
 

Thanks again and take care.
 

Mark
CEO, O2 (Telefonica UK)

Someone needs your old smartphone

As a business owner, your smartphones are a direct line to your employees. Keeping your teams connected and your business running smoothly. Especially now, whilst we’re all out of the office.

But 7 million people around the UK are digitally disconnected. Making it difficult for them to apply for jobs, seek health advice and stay in touch with their loved ones. Which is why we’ve partnered with Hubbub so that your business can help get more people online.

How can you get involved? Just donate yours or your employees’ unused smartphones. And we’ll deliver them to someone in need, with a year’s worth of data.

See if your old smartphone qualifies. 

We’re still here for you

  • We’re responding to the latest government guidelines for all our stores across the UK. Unless we are in a National lockdown, our stores will open where local restrictions allow. You can find all the information you need regarding tier levels, restrictions and areas on the links below:
  • We’re only offering click and collect in our stores in Wales at the moment, but that doesn’t mean you have to wait. You can still get free next-working-day delivery on all our devices, sims and accessories.
  • We realise connectivity is essential for customers, businesses and communities during this time. It’s why we invest £2 million every single day in our network to make it as reliable as possible and have been playing our part in supporting the NHS and helping to Rebuild Britain. We increased our capacity even further back in March, to help handle the extra demand.

Our online shop, My O2 Business and phone lines are still open

You can still join, upgrade and manage your account online. And you'll get free next-working-day delivery with any order you place before midnight.

Staying in control

I’m having problems paying my bill – what can I do?

We're here to support you when times get tough. There are lots of options we can discuss if you don't think you're able to pay your bill on time.
Please visit our payment support page for more detail.

What support services are free to access on O2?

Calls to the NHS 111 help line have always been free. And now you can also visit the NHS website without using your data, along with a number of other important websites that many people will rely on for support during this time.

  Website Category
1. citizensadvice.org.uk Citizens Advice Financial advice
2. moneyadviceservice.org.uk Financial advice
3. stepchange.org Financial advice
4. samaritans.org Emotional support
5. mind.org.uk Mental health/ emotional support
6. rethink.org Mental health/ emotional support
7. anxietyuk.org.uk Mental health/ emotional support
8. youngminds.org.uk Mental health/ young people
9. mindout.org.uk Mental health/ LGBTQ
10. ageuk.org.uk Older people
11. thesilverline.org.uk Older people
12. themix.org.uk Young people
13. childline.co.uk Children
14. alzheimers.org.uk Health - Alzheimer’s
15. macmillan.org.uk Health -  cancer support
16. asthma.org.uk Health - asthma
17. bhf.org.uk Health - heart
18. diabetes.org.uk Health - diabetes
19. scope.org.uk Disabled people - general
20. rnib.org.uk Disabled people - sight
21. actiononhearingloss.org.uk Disabled people – hearing
22. cruse.org.uk Bereavement
I don’t know how My O2 works – how can I get help?

Check out our introductory video to get started or take a look at our My O2 Business guide.

I’m using up my data allowance faster than usual – what can I do?

Take a look at this advice from Ofcom that you may find useful.

How will you keep people safe in stores?

We've been working hard behind the scenes to prepare for reopening. After reviewing hundreds of our processes, we’re confident that the changes we’ve put in place will keep our stores safe for everyone who uses them. Guru appointments and data transfers, will be available where social distancing allows. Some services won’t initially be available. Take a look at the FAQs below for more information on what we're doing.


Q. How will people be protected in stores?
A. We’ll use a virtual queue system to make sure customers aren’t held in unnecessary queues or kept waiting. All of our people will be equipped with the appropriate PPE, including gloves and face coverings. There’ll be hand sanitiser available for everyone to use, and customers will be encouraged to use it when they enter the store. In line with new guidelines, customer face coverings will also be mandatory in our stores. We’ll also be supporting NHS Test and Trace in our English and Welsh stores. QR codes will be available to scan when you enter.

Q. Will employees be limited to using only one desktop/computer per person?
A. Yes - each member of our store teams will be assigned a specific desk or till to use for their shift.

Q. How will you be enforcing/promoting social distancing in-store? 
A. We have vinyl markers on the floor indicating safe social distance, along with helpful messages for customers in our windows and throughout the store. It’s also on the easel that we usually use to advertise our best deals; we’ll still have the same great deals, but safety is the number one message we want to communicate right now.

Q. Will you be limiting the number of customers allowed in-store at once?
A. Yes – to avoid queuing and overcrowding, every customer will join a virtual system, receiving a text when an advisor’s ready to assist them in a personal one to one appointment. Customers will be admitted one person at a time, making sensible allowances for children, carers, etc. Please note that if you need to bring a child into store with you, they must be closely supervised at all times.

Q. Are customers allowed to interact with and use demo devices?
A. We’ll have demo devices out for customers to see, but please be mindful and limit what you touch in store. We know how important a new phone is and we have a wide range of devices which we’re excited to show you. All our demo devices have great demo content that you can see without touching them. After each customer visit, we’ll clean any devices that have been handled. 

Q. How regularly will O2 stores be cleaned?
A. Our stores will have an enhanced cleaning process, and specifically all product displays, furniture and chairs will be sanitised after every customer.

Q. Will stores operate their normal opening hours, or reduced/modified opening times?
A. Where possible we will be operating our normal opening hours. Please refer to https://www.o2.co.uk/storelocator for individual store opening info.

Q. Will your stores provide the same service and support they offered before the lockdown?
A. For the time being, our stores will be limiting some services. Guru appointments and data transfers, will be available where social distancing allows. Loan phones won’t initially be available in store. Wherever possible, we’ll advise our customers on how to self-service at home. If you made a click and collect order before stores closed, please contact Customer Service for further help. If you paid a deposit on a click and collect store order and haven’t yet had a refund after re-ordering online, please contact Customer Service – we won’t be able to help with this in stores.

Q. Can extended returns be made in store if ordered online?
A. Products ordered online will not be able to be returned to store. Customers can also exchange devices by calling Customer Service.

Q. Will you keep store doors open to increase ventilation and reduce contact with handles?
A. Our doors will be open, but we’re restricting entry to the store and limiting the number of customers in store at any one time. Our stores will also have an enhanced cleaning process, which includes regular cleaning of surfaces that are touched more often, like door handles. Air conditioning will not need adjusting, according to Government advice.

Q. Will NHS and care workers get priority access to our stores? 
A. Yes - NHS and care workers who show their ID badges will be given VIP access to skip the queue to speak to an advisor in store.

Q. Do Pay As You Go customers need to go in store for age verification?
A. Yes, this policy hasn’t changed.

Q. Do you accept contactless payment?
A. Yes – we accept contactless payments, including Apple Pay and Google Pay. Our contactless payment limit has been increased to £45 and we’ll offer you an email receipt.

Q. Can I still order online and collect in store?
A. Our click and collect service is currently limited to certain locations. Check your local store for availability. Otherwise you can still get free next-working-day delivery.

Before reopening our stores, we’ve made sure that we’re complying fully with the government's '5 steps to working safely'. You can see our statement of compliance here.

I’m planning to travel abroad – where can I get travelling advice?

If you’re planning on travelling overseas, the Government advises you to be prepared and informed ahead of your trip. Read this guidance for travelling abroad during the coronavirus pandemic.

Stay connected

Can I still speak to someone over the phone to help with my enquiry?

Our phone lines are still open, but as we have less people available to take your calls, it may take a while for you to get through to us. Please support our reduced team by only calling in the most urgent circumstances, like if you have a connectivity problem, or are having difficulties paying your bill.

Check our opening hours

For non-urgent issues, please take a look at our help pages or try My O2 Business.

Due to our teams behind the scenes also being impacted, resolving your problem may take longer than usual, such as activating your SIM or moving you onto our network. We’re working around the clock to complete these requests and can’t thank you enough for your patience during this difficult time.

Why can’t I contact you via Live Chat?

Our Live Chat is currently unavailable due to lockdown restrictions outside of the UK. 

For queries, please take a look at our help pages or try My O2 Business.

How is the delivery/return or repair of my device or accessory affected?

Thankfully, many parts of our business are still running as usual. So most deliveries, returns and repairs will still happen in the normal timeframe. If this changes, we’ll let you know.

I’m experiencing Network issues – what do I do?

Over the last few days, we've increased our capacity even further to deal with additional demand and network spikes so you can stay connected.

Use our network status checker to keep tabs on any faults or maintenance in your area or raise an issue yourself.

You can also download the My Network app to keep an eye on your coverage. When using the app, you can:

  • check the status of our network and be kept up to date on any faults in your area
  • test your network speeds
  • report any issues with your service
I’m worried about getting fraudulent texts – what do I do?

We’ll never email, text or call you and ask for a one-time code, password, or other security information you’ve set up on your My O2 Business account.

Here are some signs that an email, message or call might not be genuine:

  • it contains spelling mistakes
  • there’s a generic ‘dear customer’ header
  • it asks you to provide sensitive personal or financial information, passwords, or to make transactions by following a link in the message
  • there are suspect links or there’s a name in the header with extra letters, numbers or substitutions. For example, a phishing scam trying to imitate O2 might replace the letter ‘O’ with the number zero.
  • it asks you to call a certain number you don’t recognise. In this case, call your bank on a number that you trust, like the one on the back of your card to check the message is authentic

Receiving a suspicious email, text or voice call won’t harm you in any way. It’s only dangerous if you interact with it. Remember:

  • don’t click on links unless you’re 100% sure they’re genuine
  • take a moment to stop and think. Trust your instincts. If it looks suspicious or too good to be true, there’s probably a catch.
  • don’t give away any of your personal details

To report a suspicious email, text or website:

  • if you think you’ve received a fraudulent text, please forward the message, including the phone number or company name, to 7726. This won’t cost you anything and it means we can investigate the sender.
  • for emails claiming to be from O2, create a new email with ‘Phishing’ as the subject. Attach the suspicious email and send it to phishing@o2.com