Sometimes your bill might be higher than you expected. This could be because of charges that have occurred outside your monthly tariff allowance. You can find out how much you’ll pay for calls, texts and data outside your bundle in our extra charges guide.
Here are some of the most common reasons for having a higher bill:
- Going over your call and text allowances Collapsed link
The most common reason for an unexpectedly high bill is going over your monthly allowance of texts and minutes. When this happens, you'll be charged at our standard rate. Go to My O2 to check your usage and tariff.
Premium services including entering TV competitions, donating to charity or calling a service number. These services are outside your normal tariff allowance, so you’ll be charged extra for them. If you’ve got a premium service charge on your bill, you can use our online tool to find out more about the provider.
- Using your phone for Charge to Mobile Collapsed link
Charge to Mobile lets you buy digital content like apps, games, music and movies, then pay for it through your phone bill.
Seen a Charge to Mobile or premium service charge on your bill? Enter the 5 to 8 digit number or service name to find out more.
- Using your phone abroad. For customers on our current system Collapsed link
If you are travelling within our Europe Zone, your data (subject to a roaming limit of 25GB if you have UK allowance over 25GB), minutes and text allowances will work just like they do in the UK. If you’re travelling outside of our Europe Zone and your destination isn’t covered by O2 Travel, you’ll be charged at the standard rates for that country, for any minutes, texts and data you use.
- Using your phone abroad. For customers on our new system Collapsed link
If you’re travelling within our Europe Zone, your minutes, text and data allowances (subject to a roaming limit of 25GB if you have UK allowance over 25GB) will work just like they do in the UK.
If you’re travelling outside of our Europe Zone, you’ll need to purchase and activate a Roaming Data Bolt On in My O2 to use data abroad. You can choose from a range of data allowances for our Roaming Zones. If you have any questions, just get in touch with us.
- Other numbers and charges Collapsed link
Calls and texts to 076 numbers and Jersey, Guernsey and Isle of Man numbers aren’t included and will cost extra. You’ll also be charged for picture messages and calls to premium numbers. See the standard call and text charges outside your allowance for costs.
- Customer service charges Collapsed link
Check the table to see what you’ll be charged for certain services.
Online Billing1 Free Paper Bill – summary £2 Paper Bill – itemised £2.50 Phone unlocking for Pay Monthly2 Free Late payment fee3 £6
1Sign up to My O2 to access your bill online.
2Sign in to your My O2 account to ask us to unlatch your current or previous phone.
3Your bill is due 14 days after it's produced. If you haven't paid by day 20, you'll be charged a late payment fee of £6.
- Standard call and text charges outside your allowance Collapsed link
If you go over your allowance, you’ll be charged for any extra calls and texts. You’ll also be charged for picture messages and calls to special numbers.
Check the table to see what you’ll be charged.
Voice call 55p per min Video call 50p per min Text (SMS) 30p per SMS Picture message (MMS)
Pay Monthly - 65p per MMS
Pay As You Go - 55p per MMS
Standard non-emergency (101) Free Blind and disabled directory enquiries (195) Free
- Freephone and service numbers Collapsed link
0800 and 0808 numbers
It’s free to call freephone numbers starting 0800 or 0808 from your mobile phone or landline. These changes came into effect on 1 July 2015, as part of the UK Calling changes.
- UK landlines and mobile numbers Collapsed link
All standard UK landline numbers start with 01 or 02, and all UK mobile numbers start with 07. Calls and texts to these numbers are included in your minutes and texts as part of your tariff. If you go over your allowance, you'll be charged at our standard UK rate.
There are some exceptions where you'll be charged for calling or texting 01, 02 and 07 numbers. For example, if the number is in Jersey, Guernsey or the Isle of Man, of if it's being used as a call forwarding service, you'll be charged extra.
- 03 and 070 numbers Collapsed link
Calls to 03 and 070 numbers cost the same as other standard fixed line numbers starting 01 or 02, and are included in your minutes and texts as part of your tariff.
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