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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 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. Check to see if your local store is open. You can find all the information you need regarding tier levels, restrictions and areas on the links below:
  • 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.
  • In partnership with charity Hubbub, we expanded our national plan to keep the most vulnerable connected over Christmas with Community Calling. We aim to gift 10,000 unused devices and 12 months of free connectivity to vulnerable individuals in the most deprived areas of the UK.
  • 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. Find out more about how we've changed the way we work to keep you safe.
  • We’ve joined the Department for Education’s Get Help with Technology scheme, providing extra data to help with home schooling for families who are struggling to connect during lockdown. Take a look at our FAQs or find out more about eligibility and how to apply.

 

Our online shop, My O2 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.

Want to chat before you buy? Call us on 0808 002 0202, from 8am to 8pm.

National test and trace apps are now available to download

We’re supporting the UK’s test and trace apps and you can do the same. By using your national app, you’ll help protect your loved ones and your community. These apps use postcodes to understand the spread in different areas so local authorities can act quickly.

The more people who use these apps, the more chance we’ll have of stopping the spread of COVID-19 across the UK.

Please go to your national site for download links and FAQs.

Staying in control

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

For customers on O2 Refresh or a custom plan and those with O2 Insure products, 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

  • Only contact us with a payment request if you need immediate and temporary financial assistance
  • Don’t cancel or reduce your payments until you’ve contacted us
  • If you can afford to make some repayments, even if it is a smaller amount then do so

What this means for you

  • You may be able to make no or small payments for up to 3 months
  • This won’t affect your credit file for the period of the emergency payment freeze
  • At the end of the deferral period you will either need to pay the full outstanding deferred balance or make sure you contact us to set up an instalment plan

You can apply if:

  • You have an O2 Refresh or Custom Plan agreement, or have an O2 Insure product
  • Your ability to make your repayments has been temporarily affected by COVID-19, for example you’ve lost your job or you’re having to work less hours

You will be able to make a request up to 31st March 2021.

Contacting us
  
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. If this applies to you, call us on 0800 902 0217.

 

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
23 thesurvivorstrust.org Survivors Trust - umbrella agency for specialist rape and sexual abuse services
24 rapecrisis.org.uk Rape Crisis - Victims and survivors of rape and sexual assault
25 malesurvivor.co.uk Male Survivors Partnership - for male victims and survivors of rape and sexual assault
26 refuge.org.uk Refuge – providing support for victims and survivors of domestic abuse
27 womensaid.org.uk Women’s Aid – for victims and survivors of domestic abuse
28 victimsupport.org.uk Victim Support – for all victims of crime or traumatic events
29 Welshwomensaid.org.uk Welsh Women’s Aid
30 nationaldahelpline.org.uk National Domestic Abuse Helpline
31 adviceni.net Advice NI – Financial assistance
32 consumercouncil.org.uk Consumer Council for Northern Ireland - Financial assistance
33 selectyourcompliment.co.uk Providing access to supermarket vouchers for families entitled to free school meals
34 hungrylittleminds.campaign.gov.uk Providing support for parents to support their child’s early learning
35 redcross.org.uk British Red Cross
36 thenational.academy Oak Academy
I don’t know how My O2 works – how can I get help?

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

Business customer? 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 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. 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. Non assisted browsing is allowed and 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 regularly.

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 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 work for the NHS – what do I need to know?

We’re sorry, but you’ve missed out on registering for our extra 10GB offer for NHS staff. If you’d like to read the terms for this offer, they’re here: Info On Extra 10GB Offer For NHS staff.  We hope you’ve been able to benefit from some of the other things we’ve been doing for our customers.

 

For our stores that remain open, all NHS workers will be given VIP access to skip the queue to speak to an advisor, when they show their ID badge.

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.

Staying connected

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.

We've also temporarily extended the return period from 14 days to 28 days to make things easier, both for customers who want to cancel their order completely, and for those who want to change their device under our change of mind policy.

Read our returns policy

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.

Staying entertained