Support while staying in your bubble.
We know people are relying on our network more than ever right now and we take that responsibility very seriously. We're monitoring the situation closely so we can make the right decisions. I wanted to share some of the simple but important steps O2 is taking to keep our customers and communities connected. We’ll continue to update this 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.
CEO, O2 (Telefonica UK)
Following the latest Government guidance, we reopened some of our stores in Northern Ireland on 8 June, in England on 15 June, in Wales on 22 June and in Scotland on 29 June.
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.
For customers on Refresh or Custom Plans, in accordance with FCA regulations, we have implemented a Covid-19 emergency payment option designed to help those customers who are experiencing immediate financial difficulty, please
What this means for you
Who can apply?
Please only contact us if you’re worried about an immediate impact on your financial situation caused by the Covid-19 outbreak. We ask that you only call us if it’s urgent, so we can help those most at need.
At O2, we’re doing everything we can to keep you connected and are prioritising those that need us the most.
Our Payment Management Team are available to talk to you on an individual basis should you need us.
If you need financial advice, you can visit these websites without using your data:
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.
|1.||citizensadvice.org.uk||Citizens Advice Financial advice|
|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|
|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|
Take a look at this advice from Ofcom that you may find useful.
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.
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.
We’ve followed the government’s guidance and have closed our stores, and our Live Chat is currently unavailable.
Our Live Chat is currently unavailable due to lockdown restrictions outside of the UK.
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.
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:
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:
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:
To report a suspicious email, text or website: