Help and Support

Other numbers and charges

Other numbers and charges

Going over your monthly allowance of texts and minutes is the most common reason for an unexpectedly high bill. When this happens, you'll be charged at our standard rate.

If you’re regularly going over your allowances, you could save money by changing to a different tariff. And if your needs change in the future, you can always switch back to your original tariff. Go to My O2 to change your tariff and manage your bills.

Other things that you might be charged for are:

  • making calls, sending texts or using data outside of our Europe Zone
  • sending texts to premium rate services, such as voting in a TV competition
  • using your phone to make a purchase, such as buying wifi on trains
  • making calls to non-geographical or premium rate phone numbers
  • calling a directory enquiry service.

My O2

Keep track of your charges and manage your bills easily online at My O2 or download the app.

Every April, the price of your monthly Airtime Plan will be adjusted according to the Retail Price Index (RPI) rate of inflation. More details on RPI.

Freephone and service numbers

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
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. You'll be charged at our standard UK rate if you're making calls or sending texts outside your allowance. 

There are come 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, Check Service number and access charges to find out more about chargeable numbers.

03 Numbers

Ofcom has introduced 03 numbers as an alternative to chargeable 08 numbers like 0870.

Calls to 03 numbers will cost the same as other standard fixed line numbers starting 01 or 02, and are included as part of any inclusive or free minutes allowance on our tariffs. 

Premium rate service number charges and shortcodes

What are premium texts and short codes?

Premium text services start with 5,6,7 or 8 and are usually a five or six digit number known as a short code. 

Short codes are used for services including entering TV competitions or downloading games or ringtones. You'll pay for the service through your mobile bill or from your Pay As You Go credit. 

Services that use premium texts and short codes include:

  • Sending messages to radio stations
  • Chat services
  • Accessing low cost calls to international numbers
  • Downloading games and ringtones to your mobile
  • Entering TV competitions 
  • Voting in TV reality shows
  • Charity donations

Premium text subscriptions

Some premium rate services run as a subscription. Premium services are not provided by O2, so if you want to query a service you’ve been charged for you’ll need to contact the sender directly. Most will automatically send a welcome text when you sign up, explaining how to cancel.

Here are a few steps you can take to unsubscribe or query charges:

  1. The most common way to unsubscribe is to text STOP or STOP ALL to the number given in the premium message sent to you. This may be different to the number used to send you the message. It will be a five digit number and the text won’t cost you anything. Within 24 hours, you’ll get a free text confirming that the subscription has been stopped.
  2. If you’re still being charged for unwanted premium messages or want to query charges, you’ll need to contact the sender directly. You’ll find their contact information on the premium message sent to you or you can enter the number on the Phone-paid Services Authority website.
  3. If you need more support or information, or want to make a complaint, the Phone-paid Services Authority website is the place to go.

Premium rate service regulation

The Phone-paid Services Authority is the regulator for UK premium rate phone services. You'll find free advice on their website, including a number checker that tells you who operates premium services and how much they cost. If you think you've been wrongly charged, you’ll find information about making a complaint.

You can also visit the Phone-paid Services Authority YouTube channel for helpful videos.

Children and premium rates

The Phone-paid Services Authority runs PhoneBrain, a child-friendly version of their main site to help kids understand premium rate services. It's also helpful for teachers and parents.

Charge to Mobile

What is Charge to Mobile 

Buy digital content such as apps, games, music, films and eBooks from your mobile or PC. And just add the cost onto your next month’s phone bill or use your Pay As You Go credit. 
You only pay for what you buy from the seller, but you might have to use your data allowance to download the things you buy if you’re not connected to wifi. 

Charge to Mobile is only available to UK customers, but you can still use it while you're in another country. The only thing we might charge extra for is data used while browsing and downloading. Check out our guide before you travel. 

Buying with Charge to Mobile 

1. Choose what you want to buy. You'll get a payment screen describing what you're buying. 

2. Confirm what you want. If you’re using wifi, or you’re on a PC or tablet, you’ll be asked to type in your mobile number. The seller will send a security pin to your mobile, which you’ll need to type in. 

3. Check the verification page. You’ll get a text message receipt with the details of your purchase, as well as the service provider’s contact details. 

4. You can find details of any charges in the 'Things you bought' section of your bill, within 'Recent charges' on My O2, where you’ll find the name of the service provider. 

Issues with charges or content 

If you’re having an issue with the content you’ve downloaded or a charge that’s showing on your bill, you’ll have to contact the seller. You can find their contact information on the conformation text sent to your mobile number. 

We only work with sellers we trust. We check every service we use to make sure it meets industry standards. But your purchases are subject to each individual retailer's terms and conditions. We'll only share your number with our partners so we can process your payment. And they'll only share it with approved sellers if they get your permission - to send you promotional offers, for example. Or, if they need to send things you've bought straight to your phone. 

Directory enquiries charges

118402 is the O2 Directory Enquiries service. It's £1.50 per min for O2 customers.

We can answer calls quickly to provide listings for local and national business and residential numbers in the UK. We can then either connect the call or send you a free text with the number you're looking for.

You will be charged on a per minute basis when calling 118402.

Other 118 Services

The total cost of your directory enquiries call will be our access charge plus your provider's service charge. You can find your access charge on this page in the Service number and access charges section below, or by looking at your O2 bill or checking your tariff.

These prices are effective from 3 August 2017.

Additional information
O2 does not endorse or promote other 118 services and we accept no liability for services provided by third parties.

If you make lots of directory enquiry calls you should regularly check the latest prices with the provider as they are subject to change. This is because premium rate numbers are often operated by third parties and we can't notify you when their prices change.

Service number and access charges

The cost of calling a phone number depends on the digits it starts with. This is known as a prefix. 

If you make lots of service calls you should regularly check the latest prices with the provider, as they're subject to change. This is because when you make service calls the number you call is often a premium rate number. These are often operated by third parties, so we can't notify you when their prices change.

If you use O2 premium rate and customer service numbers we'll let you know about any pricing changes in the usual way, in accordance with our terms and conditions.

You'll be charged for at least 1 minute when you call a premium rate number.

On 1 July 2015, the cost of calling 08,09 and 118 numbers was split into two parts. The total cost of your call will be the access charge plus the provider's service charge.:

  • The access charge - this is what we charge you, per minute, for connecting the call
  • The service charge - this is the charge for the rest of the call. The organisation you're calling decides the service charge and has to make you aware of the charge. For example, if the service charge was 20p per minute, the organisation you're calling might say "Calls cost 20p per minutes, plus your phone company's access charge".

Here you'll find the charges for calls to UK service numbers. These are not part of your inclusive minutes on Pay Monthly tariffs or your free minutes allowance on Pay As You Go tariffs.

The tables below show the cost per minute for calling service numbers:

Service numbers Pay Monthly Access Charge - per min Pay As You Go Access Charge - per min
08* 55p 55p
09 55p 55p
118 55p 55p

These charges apply across all landlines and mobile phones - not just your O2 phone. To find out more, visit ukcalling.info

The service charges in the table below are not split into two parts. Take a look at the total cost per minute to call these numbers. Calls to these numbers aren't included as part of your inclusive minutes on Pay Monthly tariffs or your free minutes allowance on Pay As You Go tariffs.

Numbers outside your allowance Pay Monthly - per min Pay As You Go - per min
05 55p 55p
070 55p 66p
076 55p 55p
Jersey, Guernsey, Isle of Man - landline or mobile (click here for more information) 55p 55p
07 non-mobile and call forwarding services (click here for more information) 55p 55p

*0800 numbers are free. There are other free numbers as well. Find out more.
If you're on Pay Monthly, it's also free to call O2 Customer Service numbers.

090 / 091 numbers are premium rate numbers which are usually used for services such as horoscope readings, competitions and high-end technical support.

118 numbers are for directory enquiries. Take a look at the directory enquiries section.

You'll be charged for at least 1 minute when you call a premium rate number.

03 numbers
Ofcom has introduced 03 numbers as an alternative to chargeable 08 numbers for example 0870.

Calls to 03 numbers will cost the same as other standard fixed line numbers (starting 01 or 02), and are included as part of any inclusive or free minutes allowance on O2 tariffs.

Other non-standard charges

Calls and texts to UK numbers starting with 01, 02 and 03, and mobile numbers starting with 07, are included and will be taken from your tariff allowance. Calls and texts to 070 numbers, 076 numbers and Jersey, Guernsey and Isle of Man numbers aren’t included and will cost extra.

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.

Charges for additional calls and texts not included in your tariff:


Voice call

55p per min

Text (SMS)

15p per SMS

Picture Message (MMS)

Pay Monthly - 50p per MMS
Pay As You Go - 45p per MMS

Text Relay calls via 18002

Free

Standard non-emergency (101)

15p per call

Blind and disabled directory enquiries (195)

Free

Customer Service charges:


Online Billing1

Free

Paper Bill - Summary

£1

Paper Bill - itemised

£1.50

Phone unlocking for Pay Monthly2

Free

Phone unlocking for Pay As You Go

£15

Late Payment Fee3

£3.50

 

1. Sign up for My O2 to access your free online bill.

2. You can now ask us to unlatch your current or previous phone by logging in to your My O2 account.

3. Your 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 £3.50.

How will this show on the bill?

Full itemised bills are available free by logging into your My O2 account. Under ‘Allowances’ and ‘Previous usage’ you can find your usage over the last six months.

 

You might see a number on your bill that you’ve called or texted and not been charged for, but later in the same month you have been charged for calling or texting this number. This will be because you’ve used up your monthly inclusive allowance.

Find out how this and other charges will appear on your bill using our interactive bill.

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