Help and support
O2 | Your information
- Our Data Principles
All the services we bring you are made possible with data, so we believe it’s important for you to know how we go about using it and how it makes your O2 experience better.
1) We look after your data
We handle your data ethically, that means we’ll always do the right thing by you. We put security measures in place to help prevent your data from being misused accidentally or intentionally. And we won’t ever sell your personal data either.
2) We use your data to benefit you
A mobile network by nature needs to know your location – it’s how your calls, texts and data can reach you. And this kind of information can also help us make your O2 experience better, like connecting you to nearby O2 Wifi hotspots to save your data or giving you a heads up on Priority offers right around the corner.
3) We’re open with how we use your data
We’ll only collect, use or share your data if you’ve given us your ‘OK’ first, if it’s required by law or if it’s part and parcel of making your service possible. We make sure you’re always clear on how we use data, too. Whether it’s to understand what you like so we can ping you Priority offers you’ll love, or using anonymous location data so we can see how many customers are rocking out at The O2.
4) We put you in control of your data
We make it easy for you to call the shots on if, and how, we use your data for our marketing. You can change this at any time for any channel – it’s your right. And if you ever have any questions about your rights, we’ll be happy to talk you through them.
5) We use data to inspire good business
We create products powered by crowd data, measuring things like crowd sizes at a particular time and place. This information can help businesses deliver better customer service, like transport companies increasing services when we need them most. Crowd data is anonymous, so it can’t be used to identify you as an individual.
You may know that VMED O2 UK Limited now owns O2 and Virgin Media which means that O2 and Virgin Media are now part of a joint venture that can offer you more products, services and benefits. To enable us to operate our business and the joint venture, and so that we can manage our relationship with you we may share your data between the other members of the joint venture.
- What rights do I have on how you collect and use my data?
- Why would I give you access to my data?
Access to your data means we can:
- Collect information to help us manage your account
- Deliver products and services relevant to you (whether we provide them or not)
- Improve our products and services and develop new ones.
- What data do you collect from me?
- Your name and address
- How you use our services (for example records for calling, texting, fixed billing etc.)
- Where you use our network
- Your interests and preferences (for example the O2 apps you use).
We don’t look at the content of your messages or listen to your calls (unless of course, you’re calling us and talking to one of our customer service advisors and we are record the conversation for quality and monitoring purposes).
- How do you use my data?
- Manage your account and to help you to manage your account
- Keep you updated with information or offers we think you’ll like (but only if you’ve said it’s okay to do so)
- Research and learn more about our customers and find new customers who have similar tastes,
- Keep things secure and prevent crime and fraud
- Manage our network and your use of our network
- Look into any questions or complaints you may have
- How do you track my location and use my location data?
We use two types of location data – network location and GPS location. We use these to keep you connected to our network and to make our services more relevant to you.
- Our phone masts give us your general location so we can put calls through or connect you to the internet.
- We can also use location data to make services and offers more relevant for you. So if you’ve signed up for Priority, we can let you know about new offers near you – like 10% off at a restaurant just round the corner.
- If you don't want us to use your network location for some of your services, call us on 1300, free from your O2 mobile. We’ll still need to use your location in order to provide services to you.
- GPS location is different. It’s not collected by our network.
- GPS uses satellites to know where you are and it’s set up on the phone itself.
- You can go into your phone's settings to turn it on and off.
- Remember, if you turn it off, you may not be able to use services or apps that can help you find your way.
- Can I ask you to stop using my data?
Your right to object to O2 processing your data is not absolute. If, for example, you’re using our products or services we need to use your data to keep your services up and running and help you manage your account and help us answer any questions or complaints you may have. Even if you’ve left us, we may still have a legal obligation to collect and store some of your data.
You can, however, object to receiving marketing from us. You can change your marketing preferences here at any time. Or you can do it by talking to us via Live Chat or by calling us on 8002, free from your O2 mobile.
You can also object to certain types of processing activity, like profiling or automated-decision making, if your interests outweigh our legitimate interests in carrying out that activity. To raise an objection for this reason follow the instructions on how to exercise your Data Rights.
- Do you protect my data?
We take the security of your data seriously and we invest in having the right sort of security in place. We also make sure that any third parties we work with have the right level of security too and can only use your data for the specific purposes stated in our contract with them.
- What do I need to do as an O2 customer?
You don’t need to do anything. This is just about us providing you with more information about how we use your data. If you’d like to, though, you can check your marketing preferences here.
- I've received a notification asking me if I'm the 'end user' of the device, and if I’m over 13 years of age. Why?
Lots of people buy phones and services for members of their family or friends. If we know you’re an end user, rather than the account holder, you can then set up and manage your own data, separately from the account holder, like setting your own marketing preferences and consents. If the end user is a child (12 years or younger), we need a parent or guardian to make decisions about which consents and marketing permissions to apply on a child’s behalf.
- I have more than one O2 account, what do I need to do?
Marketing preferences are set on an individual basis, so people have the opportunity to set their own marketing permissions.
- How do I update my marketing preferences?
You can check and update your preferences here at any time. Or you can do it by talking to us via Live Chat, or by calling us on 8002 free from your O2 mobile.