Help and Support

Offers explained

Offers explained

Want to find out more about any of our offers? You’re in the right place. If you’re interested in phone stock availability, check out our How to track your order page for the latest information.

Free screen replacement

What is Free Screen Replacement Cover?

It’s one free screen replacement, with selected phones and tariffs. If eligible, you'll be covered for up to 24 months, during which time you'll be able to make one claim.

Which phones and tariffs can I get it with?

You can get it on the iPhone X, iPhone 8, iPhone 8 Plus, Samsung Galaxy Note8, Galaxy S8 and Galaxy S8 Plus. On selected tariffs.

Can I upgrade to another insurance policy?

You can upgrade to our Free Screen Replacement and Loss & Theft Cover policy for an additional cost per month. This covers you for 24 months and includes your one free screen replacement claim. So the difference between this and our Free Screen Replacement Cover is that if you lose your phone or it gets stolen, you can relax – we’ve got you covered.

What if I pre-ordered the Samsung Galaxy Note8?

If you pre-ordered the Galaxy Note8 on our 30GB or 50GB O2 Refresh tariff, online or over the phone, you can get Free Screen Replacement Cover. You can also pay £5 a month to upgrade to our Free Screen Replacement + Loss and Theft Cover policy. This covers you for 24 months and includes your one free screen replacement claim. So the difference between this and our Free Screen Replacement Cover is that if you lose your phone or it gets stolen, you can relax – we’ve got you covered. Ordered insurance along with your new phone? Don’t worry, you can switch it. We’ll be in touch, but you can call us on 03332 341478 to request your cover now.

What happens if I change my tariff?

If you’re on a flexible tariff on O2 Refresh and you move to a lower ineligible tariff, you’ll no longer be eligible for Free Screen Replacement or Loss and Theft Cover, even if you later move back to a higher tariff.

Free screen replacement is available on 20GB or above tariffs on iPhone, and 30GB or above tariffs on Android.

We’ll let you know if you’re going to lose your cover, before you confirm your tariff change.
Find out more about our flexible tariffs

Free screen replacement: Get a free screen replacement with these phones, on selected tariffs.

Yearly Upgrade Programme

What is our Yearly Upgrade Programme?

With selected phones and tariffs, we’ll upgrade your phone after 12 months, on us. So you don’t have to miss out on the latest phone.

Which phones and tariffs can I get it with?

You can get it when you buy a new iPhone X, iPhone 8, iPhone 8 Plus or Samsung Galaxy Note 8, on one of our 20GB or more O2 Refresh tariffs.

How does it work?

O2 Refresh splits your Pay Monthly bill into two parts. The Device Plan is the cost of your phone or tablet, and the Airtime Plan is the cost of your data, texts and minutes. With the Yearly Upgrade Programme, just trade in your existing phone after 12 months on selected tariffs, and we'll pay off your remaining Device Plan. So you’ll have the freedom to get that new phone when you want it.

When exactly can I upgrade?

Your new contract starts on the day we despatch your phone, and you’ll be ready to upgrade 12 months after that. So if your phone is on delayed delivery, you’ll be able to upgrade 12 months after we send it to you, not 12 months after you order it.  Want to upgrade earlier? No problem. Just pay off your Device Plan, upgrade your phone and recycle your old one with us to get some cash back.

What happens if I change my tariff?

If you’re on a flexible tariff and you move to a lower ineligible tariff, you may no longer be eligible for the Yearly Upgrade Programme, even if you later move back to a higher tariff.

Find out more about our flexible tariffs

Flexible tariffs on O2 Refresh

What are flexible tariffs?

Available on selected phones, flexible tariffs let you change your airtime tariff up or down to a selection of tariffs, once a month, throughout the length of your contract.

Each year your airtime tariff will be adjusted on your April bill by the Retail Price Index (RPI) rate of inflation, announced the February before. Find out more

How do flexible tariffs work?

You can change tariffs 30 days after you receive your new phone. You’ll be able to move between the other tariffs that were available on your phone when you bought it, subject to an annual RPI adjustment. Simply sign in to My O2, and choose the tariff you want to move to.

Your new tariff will start from the day of your next billing date.

Which phones can I get a flexible tariff with?

Flexible tariffs are only available with iPhone X, iPhone 8, iPhone 8 Plus, Samsung Galaxy S8, Samsung Galaxy S8 Plus an Samsung Galaxy Note 8. When you buy directly from O2, on O2 Refresh.

We regularly review the devices you can get with the new tariffs. See all devices available on flexible tariffs

Do I get to keep my tariff benefits?

If you’re on a flexible tariff you can keep your benefits like membership of our Yearly Upgrade Programme or Free Screen Replacement Cover or Loss and Theft Cover, if you move to a tariff that also offers these benefits (for example, if you’re on a 50GB tariff and want to move down to 30GB).

If you move to a lower ineligible tariff (10GB for example), , you would no longer be eligible for the Yearly Upgrade Programme, and your Free Screen Replacement or Loss and Theft Cover would be cancelled, even if you later move back to a higher tariff.

We’ll let you know if you’re going to lose any benefits, before you confirm your tariff change.

Is this available to business customers?

Yes. Flexible tariffs are available to business customers on Business Essentials tariffs. Find out more.

Can existing customers change tariffs?

Flexible tariffs are available for new or upgrading customers that buy an eligible phone from 27 October.  If you’re looking to change your tariff and aren’t on the new flexible tariffs, you can check your options in My O2.

Can sim only customers use the new flexible tariffs?

No. The new flexible tariffs are only available with selected phones on O2 Refresh.

Do I keep my O2 Open or Family Plan discount if I change tariff?

Yes, flexible tariffs still qualify for O2 Open and Family Plan, but your  discount will be adjusted to reflect the new tariff price you’ve chosen.

Can I move up and down more than one tariff at a time?

Yes. You can move to any of the available flexible tariffs, once every billing cycle.

Can I share data on these new tariffs?

No. Shared data is not available on the flexible tariffs.

Can I still add data Bolt Ons if I need additional data?

Yes. We’ll let you know if you’re close to going over your data limit.  If you need more data, you can add a data Bolt On in My O2.

Extra 10GB for O2 customers

What is the extra 10GB offer?

Already on O2? Choose a new O2 Refresh tariff with 10GB or more data, costing at least as much as your current tariff, and we'll give you an extra 10GB data. On us. 

Which phones and tariffs can I get it with?

You can get it on the iPhone X, iPhone 8, iPhone 8 Plus, Samsung Galaxy Note8, Galaxy S8 and Galaxy S8 Plus. On selected tariffs. 

Reward your patience: Get a credit if your iPhone XiPhone 8 or iPhone 8 Plus is delayed. 

Unlimited music streaming

Can I get unlimited music streaming?

Unlimited music streaming isn’t available to new customers anymore, but if you’ve been with us a while you may still have it.

What‘s it all about?

Listen to all your favourite tracks, as much as you want, for as long as you want. It’s available with these music services, which you may already use or subscribe to:

Spotify

SoundCloud

Deezer

Apple Music

iTunes

Google Play

What about other content types?

Other content types, including video streaming, from any application, are excluded from this offer.

Popcorn cinema pass

What cinema discounts are available on Popcorn Pass?

Popcorn Pass offers up to 40% discounts on tickets at selected cinemas across the UK. Discounts are available seven days a week on any 2D film. You’ll be able to receive discounts for your allocated period once you’ve claimed your membership.

How do I claim a Popcorn Pass membership?

You’ll be able to claim:

  • A 24 month membership if you buy a Pay Monthly phone or tablet on a 1GB or above tariff. Excludes Like New.
  • A 12 month membership if you get a 12 month sim on a 10GB or above tariff.
  • A six month membership if you buy a Pay As You Go phone. Excludes Like New.

You’ll get a membership code with your device or sim. You’ll need to enter this code on the redemption site or Popcorn Pass app by 31 January to claim your membership.

Can I claim more than one Popcorn Pass membership?

You can only hold one membership at any time.

I’m having problems with my membership code. What should I do?

If your code is lost, damaged or stolen, contact Popcorn Pass on 0161 696 5269. Make sure you keep hold of your receipt as proof or purchase.

If your code isn’t working, contact Popcorn Pass on 0161 696 5269 or through Facebook.

If you’ve been given the wrong leaflet or code, get in touch.

 

How do I get my discounts?

Once you’ve claimed your membership, download the Popcorn Pass app. Choose the cinema you want to visit and decide how many tickets you want to buy. Once you’ve completed checkout, you’ll receive an email with your ticket voucher. You’ll also be able to find your voucher in the app. Just show the code on your voucher at the cinema cashier, or use the code to reserve your seats online through the cinema chain’s website.

How many tickets can I buy through Popcorn Pass?

You can buy up to 10 cinema tickets in a single transaction. But there’s no limit to the overall number of tickets you can buy while you’ve got your Popcorn Pass membership.

How long will my tickets be valid for?

You’ll need to use any tickets you buy through Popcorn Pass within a year.

What if I don’t have the app?

Log in to the Popcorn Pass website to get your discounted tickets. Follow the instructions, then you can print the page to take with you to the cinema.

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