O2 Help Guide 13 min read Updated: December 2026

O2 Help Centre: Guides & Customer Support

Step-by-step guides for O2 UK customers. Find answers to common questions about your O2 mobile, broadband, billing, and account.

AtlasMobile Editorial Team

O2 Experts • Updated January 2026

O2 Pay Monthly

202

Free from O2 mobile

O2 from Landline

0344 809 0202

Pay Monthly customers

O2 Pay As You Go

0800 032 1402

Free from any phone

O2 Business

0800 977 7337

Business customers

Interactive Tools

Free O2 Customer Tools

Use our calculators and checkers to make smarter decisions about your O2 account

Data Calculator

Find how much data you need

Contract Checker

Check when you can upgrade

Bill Analyser

See if you could save money

Network Status

Check for outages

Switching Cost

Calculate switch fees

Complete O2 UK Customer Support Guide

Welcome to your comprehensive O2 help guide for UK customers in 2026. This independent resource provides detailed step-by-step guidance for all aspects of O2 mobile, broadband, and account management. Whether you need to check your O2 balance, understand your bill, set up your broadband router, or troubleshoot signal issues, our guides cover everything you need to know as an O2 customer in the United Kingdom.

O2, operated by Telefonica UK and now part of Virgin Media O2, offers mobile network services including 4G and 5G connectivity, Pay Monthly and Pay As You Go tariffs, home broadband packages, and dedicated O2 Business solutions for enterprise customers. Navigating O2 customer service can be challenging, which is why we have compiled all the essential information, contact numbers, and troubleshooting steps in one accessible location.

The My O2 app is your central hub for managing your O2 account. Available free on iOS and Android, the app allows you to check your remaining data, minutes, and texts, view and pay your bills, manage your tariff and add-ons, track your upgrade eligibility, and contact O2 support. For customers who prefer telephone support, O2 provides dedicated phone lines for different account types: Pay Monthly customers call 202 from their O2 mobile (free), landline callers use 0344 809 0202, Pay As You Go customers call 0800 032 1402 (free from any phone), and O2 Business customers reach their support team on 0800 977 7337.

Understanding your O2 billing is essential for managing your mobile costs. Pay Monthly bills are issued on your monthly bill date, with payment taken by Direct Debit approximately 10-14 days later. Your itemised bill shows your allowance usage, any out-of-bundle charges, premium rate calls, and roaming fees. O2 offers spending caps through Spend Manager to help you control costs and avoid unexpected charges. Pay As You Go customers can check their balance by texting BALANCE to 20202 or calling 4444 from their O2 phone.

If you are experiencing issues with your O2 service, our troubleshooting guides cover common problems including no signal or network issues, slow data speeds, SIM card activation problems, voicemail setup, and Wi-Fi calling configuration. For lost or stolen phones, contact O2 immediately on 0344 809 0202 (available 24/7) to block your SIM and prevent unauthorised use. O2 can also blacklist your devices IMEI number to prevent it being used on any UK network. Browse the FAQ sections below to find answers to the most common O2 customer questions.

O2 Help Topics & FAQs

O2 Account Management

How do I download and use the My O2 app?
The My O2 app is available free on iOS and Android. Search 'My O2' in your app store, download and sign in with your O2 account email and password. The app lets you check your usage, pay bills, manage your plan, and contact support.
How do I check my O2 balance and data usage?
You can check your balance and usage in the My O2 app, by texting BALANCE to 20202 (free from O2), or by calling 4444 from your O2 phone (free). You can also log into your account at o2.co.uk to view detailed usage.
How do I reset my O2 account password?
Visit o2.co.uk and click 'Sign in', then 'Forgotten your password?'. Enter your email address and O2 will send you a password reset link. If you can't access your email, call O2 on 202 from your O2 mobile for help.
How do I update my personal details with O2?
Log into your account on the My O2 app or o2.co.uk. Go to 'My details' or 'Account settings' to update your name, address, email, or contact preferences. For security changes, you may need to verify your identity.

O2 Billing & Payments

When is my O2 bill due?
O2 Pay Monthly bills are typically issued monthly on your bill date (usually the day you started your contract). Payment is taken by Direct Debit around 10-14 days after your bill date. Check the My O2 app for your specific bill date.
How do I pay my O2 bill?
The easiest way is to set up a Direct Debit in the My O2 app or online. You can also make one-off payments using a debit or credit card online, in the app, or by calling O2 on 202. Pay As You Go customers can top up in stores, online, or in the app.
Why is my O2 bill higher than expected?
Check your itemised bill in the My O2 app for any out-of-allowance charges, premium rate calls, international calls, or roaming charges. If you've exceeded your data or minutes, additional charges apply. Contact O2 on 202 if you need help understanding your bill.
How do I set up O2 spending caps?
O2 offers spending caps to help control your costs. Log into the My O2 app, go to 'My tariff' or 'Manage', and set up 'Spend Manager'. You can set limits on out-of-bundle calls, texts, data, and premium services.

O2 Mobile & SIM

How do I activate my new O2 SIM card?
Insert the SIM into your phone and switch it on. Most SIMs activate automatically within a few hours. If not activated after 24 hours, call O2 on 0344 809 0202 (or 202 from another O2 mobile). Make sure your phone is unlocked or O2-compatible.
How do I keep my number when switching to O2?
Request a PAC (Porting Authorisation Code) from your current provider by texting PAC to 65075. Give the PAC to O2 when ordering your new SIM or by calling 202. Your number will transfer within 1-2 working days.
Does O2 support 5G and is it included?
Yes, O2 5G is available in many UK towns and cities and is included at no extra cost on O2 Pay Monthly plans. Check the O2 coverage checker at o2.co.uk to see if 5G is available in your area. You'll need a 5G-compatible phone.
How do I unlock my O2 phone?
O2 phones purchased from December 2021 onwards are already unlocked. For older devices, log into your O2 account and request an unlock in the 'My device' section, or call O2 on 202. Unlocking is free for Pay Monthly customers.
What are O2's roaming charges in Europe?
O2 offers 'O2 Travel' for using your phone abroad. With O2 Travel Inclusive zones, you can use your UK allowance in many European destinations. Check the My O2 app or o2.co.uk for current roaming rates and travel add-ons for your specific plan.

O2 Broadband

How do I set up my O2 broadband router?
Connect your O2 router to the master phone socket using the provided microfilter and cable. Plug in the power and wait for the lights to stabilise (up to 10 minutes). The Wi-Fi name and password are on the router's base. Connect your devices and you're ready.
Why is my O2 broadband slow?
Try restarting your router by unplugging it for 30 seconds. Move the router away from other electronic devices and place it centrally. Use a wired connection for speed tests. Check o2.co.uk/status for any network issues in your area.
How do I change my O2 Wi-Fi password?
Type 192.168.1.1 into your browser's address bar. Log in with the admin credentials on your router's base. Navigate to 'Wireless settings' or 'Wi-Fi' and change your network name (SSID) and password. Save the settings and reconnect your devices.
What speeds can I expect from O2 broadband?
O2 offers various broadband speeds depending on your area and package. Standard fibre offers average speeds of 36Mbps, while superfast options reach up to 500Mbps. Use the O2 broadband availability checker to see estimated speeds for your postcode.

Troubleshooting & Support

My O2 phone has no signal - what should I do?
First, restart your phone. Check the O2 network status at o2.co.uk/status for any outages. Try removing and reinserting your SIM card. Ensure you haven't accidentally enabled Airplane Mode. If problems persist, call O2 on 0344 809 0202.
How do I report a lost or stolen O2 phone?
Call O2 immediately on 0344 809 0202 (24/7) to suspend your SIM and prevent unauthorised use. You can also report it via the My O2 app. O2 can blacklist your device's IMEI number to prevent it being used on any UK network.
How do I make a complaint to O2?
First, contact O2 customer service on 202 or via the My O2 app to try to resolve your issue. If unsatisfied, ask for a 'deadlock letter' or wait 8 weeks, then escalate to the Communications Ombudsman (Ombudsman Services) free of charge.
How do I cancel my O2 contract?
To leave O2, you can request a PAC (to keep your number) or STAC (to lose your number) by texting PAC or STAC to 65075. If you're still in your minimum term, early termination fees may apply. Contact O2 on 202 for your specific situation.

Need More Help?

Can't find what you're looking for? Contact O2 directly or visit our contact page for all official O2 support numbers.

O2 Contact Numbers Official O2 Help

Useful O2 Resources

My O2 Account O2 Network Status O2 Coverage Checker O2 Community Forum

Information last updated: December 2026. O2 policies and contact numbers may change. Always verify with O2 directly.

Sources & References

AT

Written by the AtlasMobile Team

Independent UK Mobile & Broadband Experts

Our editorial team combines over 25 years of experience in UK telecommunications. We research, test, and verify all information to provide accurate, unbiased guidance for consumers.

Last reviewed: January 2026