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)
It's more important than ever to keep you connected. That’s why 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.
We’ve made it free for you to access many important websites. Meaning you can visit sites such as nhs.uk, without using your data allowance. See all websites.
And to make it easier for you to stay in touch with loved ones, we‘ve removed all our charges for calls to Hospedia bedside telephones, used by patients in over 130 NHS hospitals. So you won’t pay more than the 13p a minute Hospedia charge to operate the lines. We’ll also credit any charges back to anyone that's used this service since the start of the pandemic.
We’re giving customers who work for the NHS an extra 10GB a month for the next 3 months. Find out more.
We've now closed our high street stores in the UK, to protect our customers and our people.
Stores across England are confirmed to reopen on 15th June with O2 stores across Northern Ireland, Scotland and Wales due to reopen pending further guidance.
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 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
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|
Check out our handy How-to guide to get started.
Business customer? Take a look at our My O2 Business guide.
Take a look at this advice from Ofcom that you may find useful.
To continue supporting the people supporting us, we've extended our extra 10GB offer for NHS staff. You can now apply up until 12 June.
If you work for the NHS and have a Pay Monthly contract with us, we’ll give you an extra 10GB a month for the next 3 months on your personal phone.
You’ll need to apply for this by 12 June 2020. To apply, send us an email to firstname.lastname@example.org from your work NHS email account with your name and mobile number and we’ll do the rest. We’ll text you when your extra data has been added. The extra data will appear in My O2 and on your bill for the next 3 months.
You’ll need to have a consumer Pay Monthly contract with us and have an NHS email account. This offer’s not available for customers on Pay As You Go or those with unlimited data or sharer tariffs.
You need to send an email to email@example.com from your NHS email address before 12 June 2020 with your full name and mobile number.
You’ll have an extra 10GB each month for three months.
It will appear as a Bolt On. Your tariff details won’t change.
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.
We’ve now reopened Live Chat, but with fewer agents and reduced hours (8am - 8pm). You’ll only be able to use Live Chat when an agent is available.
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.
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 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: