Help and support

One of our customer fairness principles is to give everyone a fair deal. So we introduced Auto-Save – our initiative to ensure you never pay for a phone you already own.

If you’re on any standard contract with O2 that was taken out through Carphone Warehouse, at the end of that contract we’ll automatically upgrade you onto a 30 day rolling contract directly with O2 unless you choose otherwise. We’ve recognised that customers who are on Consumer Pay Monthly standard contracts with us could be paying less for their service, after their minimum period has expired. As part of our fairness commitment, customers have the opportunity to be upgraded to an equivalent 30 day rolling O2 Refresh contract. This means their monthly spend will be lower for the equivalent minutes, texts and data.

Got any questions? You may find your answer below.


Why are you upgrading me after my minimum contract term?

We promise to give our customers a fair deal. Because you’re now beyond the minimum term of the O2 contract taken through Carphone Warehouse, we’re upgrading you to a direct O2 contract where you’ll pay less for the same minutes, texts and data.

What contract are you upgrading me to and why?

We’re upgrading you onto a 30 day rolling O2 Refresh contract direct with O2 because it offers the same minutes, texts and data that you currently get, but it’ll cost you less each month.

When will the changes take place?

We recently got in touch with you to let you know about this change. Unless you tell us that you don’t want to upgrade and would rather stick with your current contract, we’ll automatically change your contract 30 days after letting you know. You don’t need to do anything, and you can just keep using your device as normal and we’ll send you an email once it’s all done.

What does the new contract give me?

Because you’re now beyond your minimum contract term, we’re upgrading you to a contract where you’ll pay less for the same minutes, texts and data. If your new tariff is eligible for O2 Extras, we'll send you a text explaining how to choose your Extras after we’ve moved you to your new contract. Find out more about O2 Extras here.

Is this my only option?

No, there are few other options available. If you’d prefer to upgrade to a new device or a different tariff, just get in touch. If you want to stay on the current O2 contract that you took through Carphone Warehouse, just text ‘Opt Out’ to 21332 (free of charge) within 14 days of us getting in touch to tell you about the change, and we won’t upgrade you. But remember, once the upgrade’s done, you’ll be paying less for the same minutes, texts and data that you currently have.

Will this change mean that I’m in a new contract?

Yes, but only for 30 days at a time. Now that you’ve paid off your existing contract, we’re upgrading you to a 30 day rolling O2 Refresh contract direct with O2, which means you can upgrade at any time, or change tariffs 30 days after the move. You can cancel the contract within 14 days once we’ve moved you. After that, you can cancel it at any time with 30 days’ notice.

Terms apply.

What will happen to my Direct Debit?

Your Direct Debit will remain, but with the new lower amount. Your bills and direct debits may look a little ‘mixed up’ at first, but don’t worry – this can happen when a change is made to your account part-way through your billing month. You’re only charged for services on the days that they’re active on your account, so you may have part of the month at your existing price and part at the new price.

How do I add a Spend Cap to my new contract?

If you already have a Spend Cap, we’ll move it over to your new contract automatically. If you haven’t currently got one, we’ll add a £10 cap automatically when we upgrade you, but you can change or remove it at any time. For more information, head here to find out more about Spend Caps.

What if I’ve upgraded, or if I upgrade before the transfer?

You’ll stay with your new upgrade and we won’t change that.

What if I’m in the process of leaving O2?

We’ll be sorry to see you go, but you’ll move to your new provider as planned and we won’t change your contract.

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