Help and Support

Access for all

Access for all

Here at O2, we want to make sure that everyone can enjoy our services. Here's how we can help if you have any special requirements.

Picking the right phone

If you have reduced mobility, learning difficulties, or vision and/or hearing impairments, there's a wide range of mobiles available to meet your needs.

We've put together a guide to help you find the right mobile. Download it here, or email for a copy in Braille, large print or audio format.

Help using O2 services


If you'd like to receive your monthly bill in Braille, large print or audio format, let us know when you sign up in an O2 store, or:

You can also get someone else – like a family member or carer – to handle your bills, by sharing your password with them.

Next Generation Text Service (NGTS)

If you are deaf or hearing impaired, you can get access to the NGTS which will:

  • Provide text-to-voice and voice-to-text translation for customers.
  • In addition to a textphone, you can use the NGT Lite app with a phone call to make text calls through the NGTS. The app is available for:
    • Computers: NGTS website (
    • Android smartphones and tablets: Google Play Store
    • iPhones and iPads: iOS App Store
  • Standard UK calls through the 18001 service are free. Calls you make to the text relay 18002 service are charged at standard UK call rates and will be included in any remaining minutes allowance on your tariff. Calls with the NGT Lite app use both a voice call and an internet connection. If you are using a 3G or 4G connection this will use some of your data allowance. NGTS cannot be used for calls to directory enquiries, premium rate or international numbers or when you are using your phone abroad.
  • NGTS also offers you the option to have a dedicated mobile number for incoming calls called a TextNumber so that callers do not need to use the 18002 prefix. If you call a TextNumber it will be charged at the standard UK call rate and will be included in any remaining minutes allowance on your tariff.
  • Find out more about how to use the NGTS here

Once you are registered, you can use relay services to access emergency services for free - just dial 18000 instead of 999.

You also have the option of contacting the emergency services by text, by simply sending a text message to 999. However, you will need to register your phone first with the emergency SMS service.

Directory enquiries

If you have trouble using a printed directory, register your details to access Directory Information and Directory Enquiries by dialling 195 – this service is free.

Other questions

If you have any other questions about accessibility:

  • Pay Monthly customers: Call 0344 847 1426
  • Pay As You Go customers: Call 0345 600 4302

Or, you can email our customer service team here.

O2 stores

All our stores are accessible for people with disabilities. To find out about accessibility at your local O2 store, visit and search for O2 Plc.

In our stores, you can:

  • Use a hearing loop
  • Ask for somewhere to sit down
  • Ask for extra help reading information out for you, or writing explanations down
  • Get help filling in forms
  • Ask for help setting up your phone
  • Phone ahead to book time with a trained advisor

Our advisors can help you find a phone to suit your needs and get it set up for you. It'll come with a 14 day money-back guarantee. So if it's not quite right, bring it back and we'll swap it for you.

More information

Click here for a list of organisations that can provide more advice and resources to help you get the most from your phone.

If you're not sure about any techy terms, check out our jargon buster

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