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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)

We’re here for you

  • Our stores are now open, but we’ll continue responding to the latest government guidelines for our stores across the UK. Find out how we’re keeping you safe in our stores.
  • You can now click and collect to your local store or buy online and get free home 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. We’ve been playing our part in supporting the NHS and helping to Rebuild Britain. And in March 2020, we increased our capacity even further to help handle the extra demand.

 

 

 

 

 

 

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. 

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?

After reviewing our processes, we’re confident the changes we’ve put in place will keep our stores safe for everyone who enters them. Guru appointments and data transfers will be available at a safe social distance. However, some services will be initially unavailable. Take a look at our FAQs below for more information on what we're doing to keep you safe in our stores.


Q. How will I be protected in O2 stores?
A. We’ll have a virtual queue system to ensure you aren’t held in unnecessary queues or kept waiting. All our people will be wearing the appropriate personal protective equipment (PPE), including gloves and face coverings. All stores will be equipped with hand sanitiser and all customers will be encouraged to use it when they enter the store. Face coverings will also be mandatory in our stores. We’ll be supporting NHS Test and Trace in our English and Welsh stores. QR codes will be ready to scan when you enter the store.

Q. Will O2 employees only use one desk or till per customer?
A. Yes. Each team member will be assigned a specific desk or till to use for the duration of their shift.

Q. How will you be enforcing social distancing in-store?
A. We have installed vinyl markers on store floors to indicate a safe social distance. You will also notice helpful messages in our windows and throughout the store. We’ll still have the same great deals but promoting in-store safety is our main priority right now.

Q. Will you limit the number of customers allowed in store at one time?
A. Yes. To avoid queuing and overcrowding, every customer needing assistance will join a virtual queue system. Non-assisted browsing will be permitted. Customers will be admitted in store one person at a time, making sensible allowances for children and carers. Please note that if you need to bring a child into store with you, they must always be closely supervised.

Q. Are customers allowed to interact with, and use demo devices?
A. Yes. We’ll have demo devices out for you to see, but please limit what you touch in store. We know how important getting the feel of a new phone is, and we have a wide range of devices that we’re excited to show you. However, all our demo devices have great content you can see without touching them. After assisting each customer, 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. Specifically, all product displays, furniture and chairs will be sanitised regularly.

Q. Will stores be open during their normal opening hours? Or have opening times been modified?
A. Where possible, we will be operating our normal opening hours. Please refer to https://www.o2.co.uk/storelocator for individual store opening information.

Q. Will your stores provide the same service and support they offered before the national lockdown?
A. For the time being, our stores will be limiting some services. Guru appointments and data transfers will be available at a safe social distance. Loan phones are not currently available in store. Wherever possible, we’ll advise our customers on 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 in store. Customers can exchange devices by calling Customer Service.

Q. Will you keep store doors open to increase ventilation and reduce contact with handles?
A. Yes, our doors will be open. But we will be restricting entry to the store to  limit the number of customers in store at any one time. We have implemented an enhanced cleaning process, which includes regular cleaning of surfaces that are touched often, like door handles. According to government advice, air conditioning does not need to be adjusted.

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, enabling them to skip the queue and 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 you’ll be offered an email receipt.

Q. Can I still order online and collect in store?
A. Yes, you can still order online and collect in store. Check your local store for opening times. Alternatively you can still get free home delivery if you order online.

Before reopening our stores, we’ve made sure that we’re complying fully with the government's 'five steps to working safely'. See our statement of compliance.

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