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 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.
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. For the time being, our stores will be limiting some services. Guru appointments, data transfers, will be available in our English, Northern Irish and Scottish stores, 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 are also mandatory in our stores in England, Northern Ireland and Scotland.
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. Our people will also be wearing t-shirts with clear stay safe messaging. 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, data transfers, will be available in our English, Northern Irish and Scottish stores, 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.
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.
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.
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: