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Help and Support

Payment support

Problems paying your bill

If times get tough, we’re here to support you. We understand that you might have a change in circumstance and find it difficult to pay your bill on time. It’s important that you tell us about this as soon as possible. We’re here to help.

If you don’t think you’ll be able to pay your bill on time, get in contact with the Payment Management team as soon as you can. We’ll talk through your options, and find a solution that’s right for you. This could mean:

  • changing your bill date
  • setting up an affordable repayment plan to help you clear your arrears. If we do this, we might restrict some of your services, to stop you incurring further charges
  • moving you to Pay As You Go. If you’re in contract, this will be subject to an early termination fee as per our terms
  • moving you to a different tariff, if you’re on an O2 Refresh tariff bought on or after 22 March 2018
  • lowering your Spend Cap, if you have one
  • keeping an eye on your usage and bill in My O2.

Late payments

If you’re late making a payment for your bill and we don’t hear from you, we’ll text you to let you know that your bill is overdue. If you still don’t make a payment or speak to us, we’ll have to restrict your services. This means you won’t be able to call, text or use data until you’ve paid any outstanding balances. We’ll also add a fee of £3.50 to your next airtime bill.

If you continue to not pay your bill, we’ll have to cancel your contract. You’ll still be liable for the early termination fee, in line with our terms. If we still can’t reach a payment agreement with you, we’ll pass on any debt to a third party agency. They might add their own charges and fees to recover the debt. This will have an effect on your credit report.

Failed payments

Sometimes, your Direct Debit payment might fail. If this happens, we’ll try to take the payment again. You can check any outstanding payments and manage your bill in My O2.

Get in touch

You can reach the Payment Management team on 0800 902 0217.

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Struggle to contact us over the phone?
If you find it difficult to access any of our services due to a disability or personal situation, you might find it helpful to register for our Access For You service. Once you’re registered, we can tailor our services to you whenever you contact us. This means you only have to tell us about your requirements once.

If we've asked you to send us any documents, use this address:
O2 Correspondence Team
PO BOX 694
SO23 5AP

Support and advice

If you’re struggling to pay your bills, there are organisations and charities that can offer free and independent advice. Here are some you can get in touch with if you need support: 

Your credit score

Missing and late payments can seriously affect your credit score and your chances of getting credit in the future. Want to learn more about your credit score? Here are some agencies you can get in touch with:

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