Blue grad

Our latest update on COVID-19

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 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.
 
Mark
CEO, O2 (Telefonica UK)

Mark Evans, CEO

Steps we’re taking to keep the UK connected when we all need it most

For our customers:

  • Our online shop is still open with free next-working-day delivery. We’re asking you to keep customer service lines free for those who need help most. We’ve currently got less people available at our contact centres to take calls. Please support our reduced team by only calling in the most urgent circumstances, like reporting fraud or a stolen phone. For everything else, please try to find answers on our website or through My O2 Business.
  • We have a dedicated team for all our business customers who are responding to their needs as well as a team providing proactive support. We’ve also increased our focus on critical sectors such as health, emergency services, retail and banking, to help them continue delivering their services.
  • With many businesses changing their implementation plans, we're reviewing our internal processes so we can be more flexible, respond quicker and support their changing needs.
  • We’re scaling up our support of businesses shifting to remote working by improving their security, communications, collaboration and connectivity. This includes making extra tools available for free including:
    • Evermind free for 3 months – this mental health app lets your people take part in interactive programmes and activities to help them build resilience and manage stress.
    • Flexible SaaS security free for 3 months – this can help secure your remote workers without adding strain on your VPN.
    • Business SMS Messaging – this will let you send group texts to your people or customers. It’s available as one-off messages, you don’t need to commit to a fixed term contract.
  • We're holding flexible working webinars for hundreds of businesses so they can stay productive.
  • We’re providing critical communications infrastructure to keep businesses connected and deliver extra support if it’s needed. 
  • All business customers have 24/7 access to their account on My O2 Business, where they can view account information, bills and usage instantly.
  • Businesses can now access many important websites free and the data they use won’t be chargeable or count towards monthly data allowances on our standard business tariffs.
    • Government: nhs.uk, gov.uk
    • Financial: citizensadvice.org.uk, moneyadviceservice.org.uk, stepchange.org
    • Mental health and emotional support: mind.org.uk, samaritans.org, rethink.org, anxietyuk.org.uk, youngminds.org.uk, mindout.org.uk
    • Age group support: ageuk.org.uk, thesilverline.org.uk, themix.org.uk, childline.co.uk
    • Health: alzheimers.org.uk, macmillan.org.uk, asthma.org.uk, bhf.org.uk, diabetes.org.uk
    • Disabilities: scope.org.uk: rnib.org.uk, actiononhearingloss.org.uk
    • Bereavement: cruse.org.uk

On our network:

  • We're investing £2 million every single day in our network to make it as reliable as possible.
  • Over the last few days we've increased our capacity even further to help handle the extra demand and we’ll continue to do this.
  • As a responsible organisation accredited to ISO 22301 (the international standard for Business Continuity best practice), we have a business continuity plan that allows us to remain effective during any incident including a pandemic.

For government:

  • We're working with the government to help them use mobile data and technology to manage the pandemic. We’re helping them:
    • Manage and build insight and plan for the future
    • Deliver SMS alerts to the whole of the base 
    • Improve connectivity to critical areas of government and the provision of equipment 

For our people:

  • We're updating our people every day and have a dedicated internal helpline for any concerns they have.
  • We’ve taken steps to support more people working from home and encouraged more virtual meetings.
  • We've guaranteed base pay for all staff if they need time off to self-isolate or to look after their family.

FAQs

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.

For non-urgent issues, please take a look at our help pages, sign in to My O2 or if you’re a business customer, 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.

We’ve followed the government’s guidance and have closed our stores, and our Live Chat is currently unavailable.

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

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:

citizensadvice.org.uk Citizens Advice
Financial advice
moneyadviceservice.org.uk Financial advice
stepchange.org Financial advice
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
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, sign in to My O2 or if you’re a business customer, try My O2 Business.

 

 

I don’t know how My O2 works – how can I get help?

Check out our handy How-to guide to get started.

How do recent events effect the delivery/return or repair of my device or accessory?

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 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.

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 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

You can find out more about unwanted calls and texts on our help pages.

Got a personal O2 account? Read our COVID-19 update for non-business customers.

Need help with something else?