Help and support
Leaving O2 | Account and billing | Help & Support | O2
We’re sorry you’re thinking of leaving. If you’d like to discuss your options and hear about any offers, please give us a call on 202, free from your O2 phone.
- How do I end my O2 contract?
If you decide to leave us, you can cancel your contract any time by calling 202, free from your O2 phone, and giving 30 days’ notice.
Before you leave us, you’ll need to pay any outstanding charges on your account. Your contract will end 30 days after we receive your request to leave. And, if you’re on Pay As You Go you’ll need to make sure you use up any credit before you leave us, otherwise you’ll lose it.
I’m switching to another network and want to keep my number
- You’ll need to request a PAC code (Porting Authorisation Code). Just text PAC to 65075 – you’ll receive your code within 30 seconds.
I’m switching to another network and don’t want to keep my number
- You’ll need to request a STAC code (Service Termination Authorisation Code). Just text STAC to 65075 – you’ll receive your code within 30 seconds.
I’m not switching to another network, and I don’t want to keep my number
- If you’re looking to end your contract but not switching to another network and don’t want to keep your number, you’ll need to contact us.
Please note: your O2 contract will remain active until you switch over to another network provider. And, you’re free to change your mind at any time during your 30-day notice period, just get in touch with us and we’ll restore your contract.
- How do I keep my O2 mobile number?
If you’re switching to another mobile network, you’ll need to request a PAC code (Porting Authorisation Code) if you want to keep your phone number. To get your code, just text PAC to 65075 – you’ll receive it within 30 seconds.
Find out more about keeping your number.
- What do I do if my phone is locked to O2?
You can find out whether your phone is currently locked to O2 and how you can unlock it by going to the help with unlocking your phone page.
- What happens if I’m on a sharer or Multisave plan?
If you’re on one of our sharer plans, you’ll need to let others in the plan know you’re leaving, as it‘ll affect their data allowance. They may want to get in touch with us. Take a look at our sharer plan terms and conditions.
If you’re part of a Multisave plan, you’ll need to let others in the plan know you’re leaving, as it could affect their discount. Take a look at our Multisave plan terms and conditions.
- What happens with my O2 Insure?
If you have O2 Insure, you need to give us 30 days’ notice to cancel and it’ll be charged on your final bill. Take a look at our O2 Insure terms and conditions.
- Can I still use my Apple Watch if I leave O2?
When you connect to your new network, you’ll be able to pair your Apple Watch to your iPhone via the Apple Watch app. This will only be possible if:
- Your new network supports cellular Apple Watch connections
- You take out an eligible contract with that network for your Apple Watch and paired iPhone
- Your Apple Watch is capable of having a cellular connection
- You have an eligible iPhone to pair the Apple Watch with.
Next steps after you’ve disconnected
You’ll get your final bill 14 days after you’re disconnected.
You can check your final bill online in My O2, but not in the My O2 app, as it’ll stop working once you’re disconnected.
- What’s included in my Pay Monthly final bill?
On your final bill you’ll be charged for line rental from your last bill date up to your disconnection date.
You may also see a credit for the line rental paid in advance from your last regular bill.
Plus, other charges including:
- Any early termination charges
- Any amounts still owing under your Device Plan credit agreement, if you’re on O2 Refresh
- Charges relating to the management of your account, including itemised paper bills and late payment fees
- Any Out-of-bundle charges, Spend Cap charges, insurance costs, Bolt Ons you’ve opted into, charity donations made from your phone, Charge to Mobile costs (buying things like digital content and apps from your phone), and Charges for third party services (our access fees for these services).
- What should I do about my Direct Debit?
If you’re on a Pay Monthly plan, make sure you don’t cancel your Direct Debit until after your final bill has been paid. We’ll take the money from your account as normal. If you’ve cancelled your Direct Debit already then, you’ll need to call us to pay your final bill.
If you have a Pay As You Go plan with a Direct Debit for Auto Top-Up, you’ll need to cancel it by getting in touch with your bank.
- My final bill shows I’m in credit, what can I do?
You’ve received your final bill and you’re in credit. Here’s what you need to do:
If your balance is less than £5, give us a call on 0344 809 02 02 and we’ll arrange your refund for you. If you pay by cheque, that’s how we’ll refund you, and it’ll take up to 14 working days. If you pay by credit or debit card, you’ll need to have your card details ready when you call us, so we can arrange your refund. Once we’ve processed it, your money will be with you within seven working days.
If your balance is £5 or more, and you pay by Direct Debit or cheque, you don’t need to do anything. We’ll refund the credit to you automatically within the next 30 days. If you pay by credit or debit card, just give us a call on 0344 809 02 02 to request your refund. You’ll need to have your card details to hand.
- What happens if it takes longer to switch?
We’re committed to you switching the next working day or on your preferred date. If it takes any longer, you’ll be able to claim back any additional payments you’ve made after the delay. Contact us to arrange this.
Early termination charges
If you cancel before the end of your minimum term, you may be charged early termination charges (as further explained below), including the full balance of any Device Plans.
If you’re cancelling after 24 months but still within your minimum term, then your Airtime Plan and Device Plan are unlinked. This means you can continue with your Device Plan and terminate your Airtime Plan, or terminate both your plans – provided that you pay the remainder of your Device Plan in full.
- Will there be any charges if I’m on an O2 Refresh contract?
If you’re on O2 Refresh, you won’t be charged early termination charges for your airtime contract.
Your estimated remaining charges will include whatever’s left on your Device Plan (including VAT) but is only an estimate and may not include everything.
You’ll find your airtime and other charges on your final bill. Your final bill will include any out-of-bundle charges you’ve incurred before termination and, if you terminate your airtime contract before paying off your Device Plan in full, your final bill will also include the lump sum you still owe under your relevant Device Plan credit agreement(s).
- Will there be any charges if I’m not on an O2 Refresh contract?
If you’re on Pay Monthly but not on O2 Refresh, or have joined us through a third party, your contract lasts for 1, 12, 18 or 24 months. Find out when your contract ends in My O2.
Your estimated remaining charges will include early termination charges.
Your final bill will include any out-of-bundle charges you’ve incurred before termination and, if you cancel your contract before the end of your minimum term, your final bill will also include early termination charges.
- How can I find out what it might cost me to leave O2?
If you’re thinking of switching from O2, you can find out whether there’d be early termination charges to pay or what your current credit balance is if you’re on Pay As You Go. You can get an estimate of any charges or credit by:
- Going to My O2
- Texting INFO to 85075
- Or call us on 202, free from your O2 phone, or on 0344 809 0202 from any other phone.
The information we give you will be as accurate as possible at the time we provide it but could change.
- How does O2 calculate early termination charges?
We add together all agreed monthly airtime tariff charges for the remainder of your minimum term, including any regular recurring discounts you’re entitled to. This includes the VAT at the usual rate.
We then take off 4% for early receipt of payment to get the final charge you owe us.
Here are some examples to help illustrate this:
You’re on a 12-month contract costing £21 a month (incl. VAT) and decide to disconnect after six months. This means you’ll pay an early termination charge covering the last six months of your contract.
Your early termination charge is calculated as 6 x £21, which gives an early termination charge of £126.
We then take off 4% of that figure – making the final early termination charge £120.96.
You’re on a 12-month contract costing £20 a month (incl. VAT) and decide to disconnect after nine months. This means you’ll pay an early termination charge covering the last three months of your contract.
You also have a £5 monthly discount applied to your contract which means you pay £15 a month (incl. VAT).
You early termination charge is calculated as 3 x £20, minus 3 x £5. This gives an early termination charge of £45.
We then take off 4% of that figure, making the final early termination charge £43.20.
Give us a call
If you'd like to chat, give us a call on 202, free from your O2 phone, or 0344 809 0202 from a non-O2 phone.