We’re making a small change to the way we collect Direct Debit payments. As a result, we’ve cancelled your old Direct Debit and set up a new one to replace it. If you previously had two Direct Debits (one for your Airtime Plan and one for your Device Plan), you’ll now have just one that combines both.

If you’ve purchased an O2 Device Plan in addition to your O2 Airtime Plan, you’ll now have just one Direct Debit instead of two separate Direct Debits.

Just a reminder, if you have a Virgin Mobile handset loan agreement, you’ll continue to pay separately for that, with Virgin Media Mobile Finance Ltd.

This change doesn’t alter the total amount you pay us. Your bill will show the breakdown, and you can view your bill online at o2.co.uk/myo2 or on the My O2 app. We’ve told your bank or building society about the change to your Direct Debit. Don’t worry, you don’t need to do a thing

No. You don’t need to do a thing. We’ve told your bank/building society about the change, so they may get in touch with you.

You’ll see that a new Direct Debit has been set up with a new reference:​
Service User Number: 188911​
Example Direct Debit Reference Number: D12345679​

You may notice your bank/building society statement has a comment about a ‘final payment’ under our original reference, and a ‘first payment’ under our new reference.

Your Airtime Plan (minutes, texts and data) is now an O2 30-day sim only plan (unless you've changed this). If you had a Device Plan with Virgin Media Mobile Finance Ltd, the loan remains in place and you'll continue to pay separately for it on a monthly basis. This change doesn’t affect Virgin Media cable packages (TV / broadband). 

No. Your handset loan with Virgin Mobile won't change. It remains in place and you'll continue to pay separately for it on a monthly basis. This change doesn’t affect Virgin Media cable packages (TV / broadband). 

Yes, you may notice a change to the layout of your bill. But this change doesn’t alter the total amount you pay us. Your billing and payment dates remain the same.​

Yes. We’ve cancelled your old Direct Debit and set up a new one to replace it. It’ll be for the same monthly amount, but with a different reference number. Your billing and payment dates remain the same.

Our new reference numbers that you may see on your bank statement are:​
Service User Number: 188911​
Example Direct Debit Reference Number: D12345679

Your bank or building society may contact you about the new reference numbers for your O2 Direct Debit. You may notice your bank or building society statement has a comment about a ‘final payment’ under our original reference, and a ‘first payment’ under our new reference. The message from your bank is for information only, you don’t need to take any action.

We’ve made a small change to our banking and the way we collect Direct Debit payments. ​
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The Direct Debit for your airtime (minutes, texts and data) will change. We’ve cancelled your old Direct Debit and we've set up a new one to replace it.​

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If you’ve purchased an O2 Device Plan in addition to your O2 Airtime Plan, you’ll now have just one Direct Debit instead of two separate Direct Debits.​
​
Just a reminder, if you have a Virgin Mobile handset loan agreement, you’ll continue to pay separately for that, with Virgin Media Mobile Finance Ltd

We’re updating our systems. Because of this, we’re making a small change to our banking and the way we collect Direct Debit payments. You’ll see a new Service User Number (SUN) and a new Direct Debit Reference Number, but don’t worry, this won’t affect how much you pay each month.

• This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. ​
•  If there are any changes to the amount, date or frequency of your Direct Debit, Telefonica UK Limited will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Telefonica UK Limited to collect a payment, confirmation of the amount and date will be given to you at the time of the request. ​
• If an error is made in the payment of your Direct Debit, by Telefonica UK Limited or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when Telefonica UK Limited asks you to. ​
• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

No. Your regular payments and the service you receive from us will carry on as normal. This change doesn’t alter the total amount you pay us. And your billing and payment dates remain the same.

Find your account and billing information on the My O2 app, or online at o2.co.uk/myo2. You can also contact us online using Webchat. Just select ‘Ask our virtual assistant’.