How to find help & contact O2: A Guide (2024)

Hi everyone,

People often search and ask here on the Community how to get in touch with O2about different types of queries.

We've made the below guide and suggestions based on these questions and I hopeit's helpful if you're not sure who to contact in what situation.

• Account-related queries: Customer Service
• Access For All
• Difficult queries and if you get stuck
• Other types of queries

GENERAL QUESTIONS & MY O2 ACCOUNT: SELF HELP

The Community:

If you have any general queries about O2 products and services that don't require customer service to check your private account details, here's what you can do on the community: checkexisting forum topics for answers (you can browse all the topic categories here), do a search for related topics, check our how-to guides, or post a new topic withyour question. We have many knowledgeable members here on the community who might be able to help you out!

A couple of tips below forposting your question on the community👇

(If you're not a member yet, register here to join the community.)

My O2:

In My O2 you can manage your account, view your tariff and allowances, check your bills, check your usage, add bolt-ons, and check if you're eligible for an upgrade. You can also make payments and change your payment details as well as view your recent orders. If you need to change your contact preferences or unlock your phone, you can do that also via My O2.

We have how-to guides written by the community that should help you further on how to use My O2:

Help articles on the O2 website:

There's a lot of information on the help pages about phones, SIMs and devices, Pay Monthly, Pay as You Go, digital Services, Account and billing, network coverage and international, apps, safety and security. So have a look here in case you can find an answer to your question.

See here the different categories of help articles:

If still no luck with your query, or it requires us to check our systems,see information on our different contact methods below.

ACCOUNT-RELATED QUERIES: CUSTOMER SERVICE

Contacting O2 viaLive Chat:

Our teams on Live chat are there to support you from 7am to 11pm and can help you with most queries inc billing, lost and stolen, network and many more.

There are a few key things that they can’t help with which are:

• Taking a payment (you can do this online, through My O2 or on the IVR)
• Insurance queries (give us a call for this)
• Payment Management queries (you need to give us a callfor this)

The best way to contact Live Chat is through the My O2 app. If you are having any issues connecting on the computer, make sure you refresh your browser and if you still have issues then clear your cache.

Contacting O2 on Social Media:

We are active across all the main Social channels and you can get help from us on each of these:

• X (formerly known as Twitter) - @O2
• X (formerly known as Twitter) – DM
• Facebook – @o2uk
• Messenger – @o2uk
• Instagram – o2uk

We can help with all queries from general support, Priority help to account specific queries about your tariff or bill – nothing is too much trouble for our Social teams who are available from 7am till 10pm.

The team will normally get back to you within the hour and look to help as best they can – they may need to arrange a callback for some queries that they can’t complete online, but will talk this through with you.

We also offer Guru help too – helping you with any technical issue all on the Social channels.

Contacting O2 bytelephone:

We are of course available to help over the phone and the team can deal with any query you may have – we also have some options we can help with without having to speak to someone like making a payment.

There are a few different options depending on the type of customer you are take a look here for the best option:

Visiting an O2 Store:

Our Stores are also there to help and can deal with a number of different service related queries. You can find your nearest store here.

Please note that depending on the query you might be asked for photo ID.

ACCESS FOR ALL

OurAccess For Youserviceis designed to make it easier for you to access O2 services if you would normally struggle due to a disability or personal situation. If you find it difficult to access any of our services due to a disability or personal situation you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us. This means you only have to tell us about your requirements once. There are a number of adjustments we can make to support you depending on your personal circumstances.

To discuss everything related to Accessibility here on the community, check out our Access for all article.In this space, you will be able to findout all about O2’s Accessibility options, get support and share experiences.

DIFFICULT QUERIES AND IF YOU GET STUCK

If you havean issue that remains unresolved despite contacting Customer Service about it already, you might understandably feel disappointed and "stuck". If this happens, we also have the below methods you can try to resolve the issue:

Community Team:

If youare stuck with an issue and need help, one of our Community Team members can see how we can help you further - you can tagus (@Dave-O2)into the topicand one of uswill pick it up.

Online self help:

There are some specific online services that you can check out too:

• Device Help - Guides and Simulations
• Online Repair Tool

Negative customer service experience - providing feedback:

If you've had an experience with customer service and it wasn't so great, we're sorry to hear that. Please do feel free to post your feedback here on the community(see Feedback board) and our Community Managers will make sure to pass this onto the business. They might drop you a Private Message after you've posted to get further details to make sure your feedback gets looked into.

Making an Official Complaint:

If you've tried everything abovewithout success and remain stuck without a resolution,we're really sorry to hear that. 😞 You can make an official complaint by contacting our Complaints team or raising your complaint via Resolver.

All the information you need is here.

When you raise a complaint with us we will acknowledge it within 24hrs and you should have an initial response within 5 working days.

Resolver are a 3rd party service that helps you to raise and track a complaint – find out morehere.