Billing and Payments

You can view your bill through the My O2 portal on the O2 website http://www.o2.co.uk/business/myo2business. If you require help registering for My O2 Business, please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Your bill will be issued by our Direct Partner O2. You can access your bill through your My O2 portal through the O2 website http://www.o2.co.uk/business/myo2business.

Direct Debit is our easiest method of payment. To set this up or if you have any further questions about how you are billed please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Yes. Direct debit is our easiest a preferred method of payment. To discuss the best way to set up a Direct Debit please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

If there is still time left on your existing mobile phone contract, you may be told you have an Early Termination Fee to pay when you request your PAC code. An Early Termination Fee is usually the cost of the line rental for the months left remaining on your contract. Your final bill will include the Early Termination Fee. If this is to be paid by Aerial Direct a copy of your bill containing your Early Termination Fee will need to be sent to us at Freepost Plus RSUU-XBKZ-CLZX O2 Business Accounts Aerial Direct 1 Barnes Wallis Road, Fareham, Hampshire, PO15 5UA, England. Alternatively, you can email a scanned copy to [email protected].

Noticed an additional cost on your bill? Click here to see O2’s other numbers and charges.

After your initial term you will stay active until you upgrade, disconnect or switch. If you have any questions about your term or wish to renew or upgrade our experts are on hand to assess your mobile needs. Please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

To find out more about claiming your discount or our tastecard alternative, please visit our Claim your discount page (https://www.aerial-direct.co.uk/claim-your-discount/) and follow the steps.

To discuss this further with an expert, please call us on 01329 558 558 or get in touch via our LiveChat.

We would love to help you make any changes you need to your price plan or allowances, to explore this please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Upgrades and Data

You can upgrade your handset at any time using our Refresh product, please fill out our simple Webform or call us on 01329 558 558.

If you need more data, our friendly advisors are on hand to help, please fill out our simple Webform or call us on 01329 558 558.

As soon as you use the internet on your mobile or tablet, your using data. Partnering with O2, we can offer many tariffs with a monthly data allowance in either MB or GB, dependant on your needs.

My O2 business is the perfect account managing tool to help you stay on top of your mobile usage. Click here to find out more.

Click here to see O2’s tips on making your mobile data last longer. 

At Aerial Direct we will make sure you are on the perfect tariff for your needs, however, if you do have a busy month(s) and do end up using your data, we would recommend either upgrade your tariff to a larger data use or buy a one-off data bolt-on. Alternatively, you can wait until your monthly data allowance resets at your next bill date.

Downloading video eats the most data, but sending or receiving emails with large attachments can use just as much. Here are a few examples, to give you a rough idea. Email
Without attachments, the average email uses between 10 and 30KB of data. With attachments, it can be anything from 500KB for one photo, to several MB for large documents.

Social media
Sites such as Facebook, Twitter and Instagram can quickly burn through your data. Tweeting a message uses about 500KB, but if you’re uploading lots of photos, it’ll eat up more.

Apps, games and music
Downloading an app or game uses around 30MB and using apps online may drain your data quickly. Playing a game online could be anything up to 60MB an hour, or more. Downloading one song uses around 3 to 10MB.

Video, TV and films
In HD, an average video clip uses 3MB. 95MB for a TV show and 570MB for a film.

Bolt-ons allow you to apply an add on to your tariff, whether you have run out of data, texts or minutes. Click here to find out more.

Mobile Support

Your PIN code is an added security feature for your SIM. PIN stands for Personal Identification Number and when it is enabled you will need to enter it every time you switch on your mobile or when you insert your SIM card into a new phone. For more information or if you require assistance please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

A PUK code is your Personal Unblocking Key, you will need this if your handset or SIM become locked. Your SIM or handset can become locked when you input your PIN number incorrectly more than three times. When your SIM is locked you will be unable to make or receive calls or texts. If you find that your SIM or handset has become locked please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

On a pro-rata basis, the cost of switching can be calculated. Your final bill will be based on the day you requested the transfer. Additionally, if you do not use the PAC or STAC code on the day you requested the final bill you receive could increase.

Switching information can be requested separately to requesting your PAC/STAC code, which helps explain the process in more detail.

Please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

If you submit your request before 4 pm on a working day, your number should be transferred the next working day. Requests made after 4 pm or on a weekend or bank holiday will be completed within 2 working days.

If you are unhappy with your handset we will exchange it within 7 days of you receiving it. However, it must be returned in the original, unopened packaging.

You can access your mobiles voicemail through a landline by dialling your own phone number; when the answerphone starts press the * key and then enter your PIN number.

This is when you transfer your existing phone number to your new mobile phone and/or contract.

Yes, our friendly Customer Services team will be happy to help you with this. Please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat. We will advise you and send you a replacement SIM card.

Network and Coverage

You can check the live network checker to see if there is a current network issue causing the problem. Network problems could be due to a number of reasons such as planned maintenance or improvement works, adverse weather or vandalism.

You can also download and use the O2 My Network app (if you have an iPhone or Android smartphone) to check the coverage and tell them about any problems.

If there isn’t a current issue then please contact our Customer Services team on 01329 558 558 so they can investigate further.

Explore 5G

If you’re on an O2 Custom plan, you’ll be able to upgrade to a 5G phone when the time’s right for you. To discuss an upgrade following the rise of 5G, please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

2G & 3G are being phased out, however as an Aerial Direct customer using the O2 network you should have access to 4G & 5G connectivity.

However, to know what your signal strength is in your area, please fill out our simple Webform or call us on 01329 558 558

Network Troubleshooting

You can check the live network checker to see if there is a current network issue causing the problem. Network problems could be due to a number of reasons such as planned maintenance or improvement works, adverse weather or vandalism.

You can also download and use the O2 My Network app (if you have an iPhone or Android smartphone) to check the coverage and tell them about any problems.

If there isn’t a current issue then please contact our Customer Services team on 01329 558 558 so they can investigate further.

Yes! For more information on travelling with your business please visit our Business Travel page. Alternatively, to check your handset and tariff are set up for International Roaming or discuss adding a Bolt On, please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Mobile phones work using radio signals therefore sometimes a small change in position can affect the signal. Network load and congestion can also affect this. However, it is possible that the phone has a fault. If you continue to experience technical difficulties with your signal please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Sometimes there are more texts being sent than the masts in the area or that O2’s network can handle, so you may see a delay in message delivery. This usually happens if you are in a crowded place such as a football stadium or a festival, or if it’s a festive time like Christmas or New Year as many people might be trying to send texts at the same time.

If it’s happening where or when you think it shouldn’t, please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Sometimes the mobile network cannot find your phone on the network to connect an incoming call which can lead to it going straight to voicemail. This can happen when there is a reduced or recent loss of signal or if the mast you’re connected to is congested with other calls. It might help to check the network and phone settings on your mobile phone to make sure you don’t have the ‘divert all calls’ setting on, however, if the problem continues, please fill out our simple Webform, call us on 01329 558 558 or get in touch via our LiveChat.

Mobile Troubleshooting

The small plastic chip in your phone, which is used to connect your handset to the network, can sometimes display an error message. If you are getting an error related to your sim this can often be solved in the following ways:

Check that the SIM is inserted correctly. It may be that you have recently dropped or bumped your handset. Try following your handset’s user guide to confirm the SIM is in the right place.

If you have forgotten your PIN code it may be that the handset requires a PUK (Personal Unblocking Key) code. Give us a call on 01329 558 558 and we can help you get this unblocked.

Occasionally dust can gather between your SIM and handset. Try the following to remove the dust:

Turn off your phone and remove the SIM card
Clean the gold connectors on the SIM with a clean lint-free
cloth
Replace the battery and turn your phone on without a SIM
Turn your phone off, replace the SIM and restart the phone

To continue to get the best out of your handset it is important to keep it up to date. From time to time your handset manufacturer will release a software upgrade which is usually free and includes new features, updated applications, better performance, and can often help fix software issues. Your handset will usually alert you when there is a new upgrade available. Simply visit the settings on your device and locate the update software button. If you are having trouble doing this please contact us on 01329 558 558.

IMEI or International Mobile Equipment Identity is a unique ID given to every phone. To find the IMEI of your handset you can simply dial *#06# from your phone. Additionally, the IMEI number can also be located on most handsets on the sticker under the battery or on the back of your phone.

Call 901 from your handset to access your voicemail. Make sure you have set a PIN code to keep your messages secure. You will be asked to set this up the first time you call your voicemail. To change your PIN just follow these simple steps:

Call 901
Press * and then 4
Follow the instructions to set up your new PIN.
You can also use your voicemail abroad. All you need to do is call 901 as usual. If this doesn’t work call 1780 free from your mobile, or +447802 090 100 and you will then receive a text to tell you the correct number to call.

There are many reasons why you might experience signal or coverage issues. When you are talking and on the move, your phone needs to switch between signal masts, this generally happens smoothly, however, sometimes your call can disconnect. Try the call again and your phone will pick up the nearest mast to you and the signal will continue working.

If you have continuous signal problems there are ways we can help to try and improve this. Call our customer service team on 01329 558 558 to discuss ways in which we can try and improve this for you.

Looking to leave?

We’re sorry to hear you wish to leave us.

In order for us to process your request please contact us on 01329 558 558.

Looking to join Aerial Direct?

We look forward to welcoming you to join us at Aerial Direct, an award-winning mobile solutions provider.

So that we can onboard please contact us on 01329 558 558.

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Business Telephony

Answering your telecom questions and understanding our unified product offering.

We sell a range of handsets, broadband, hosted and fixed line products and services.

VoIP stands for Voice over Internet Protocol. Essentially, VoIP is making and receiving calls through your broadband/fibre connection.

We understand that you’ve likely had your number for years, therefore, we allow you to port and transfer your number to your new telephony service with us.

Compare our phone and broadband packages online.
Enter your postcode (and landline if you have one) to check package availability, prices and broadband speeds for your property. Choose the package that’s right for you and sign up.
Once you’ve signed up, we’ll put the request in to take over your services with your current supplier. Please note if there are any discrepancies you may be required to contact your supplier to solve. If you are with Virgin Media you have to contact them directly.
We will send you a welcome email within a couple of working days of signing up confirming your phone and broadband package details.
Your current provider will write to you to confirm your supply is switching to us. They’ll let you know if there are any exit fees for your contract with them.
We’ll send you a router pack around three working days before your service start date. It contains everything you need to set up your broadband including a wireless broadband router, a micro filter and set-up guide.
On your start date, just set up your Wi-Fi router, connect your devices and start enjoying your connect broadband. Switching takes around 30 days for most customers.

We provide our customers with award-winning services. From initial consultation through to going live with your new service you will be guided and cared for. When it comes to moving your telephony services from your old provider to us, you will be assigned a dedicated project manager who will walk you through everything and take care of the heavy lifting

Your project manager will be able to clarify, however typically it takes around 30 days to move your telephony services to us

As an Aerial Direct customer, you will receive award-winning service and technical support from our team of experts. Due to our established relationship with partners such as Gamma, IPCortex, NEC and Horizon we are able to provide the best services and equipment.

Our Microsoft certified engineers will take care of your network infrastructure, servers, work stations, and applications. We can be contacted via our customer portal, email or phone so you can speak to someone when you need them.

The main socket into the premise is called the master socket. This is where the phone line enters your premises. It is recommended that you connect your router to the master socket, since the broadband signal is strongest here, any other wiring or network cabling could cause interference.

For more information on master sockets and to understand what master socket you have please refer to our online guides

Wireless Access Points are a great way to scale your business without compromising your wireless connectivity performance. A Wireless Access Point connects into the back of your router through an Ethernet cable and allows for greater signal coverage and control of the connected devices.

Please visit our online guides to understand more about Wireless Access Points.

Depending on what master socket you have you may need a micro filter. (Visit our guides below to understand which master socket you have).

A micro filter allows your broadband to work at the same time as your phone service. This piece of equipment connects to your master socket and then gives you a clear filtered port to plug your broadband cable (DSL) in to then connect to your router. Please visit our router set up guides to understand the connection in more detail.

Your Broadband cable also known as a DSL cable plugs into the DSL port on the front of your router, then into your master socket. Dependent on which type of master socket you have, you may need a micro filter to create this connection.

Please see our master socket guide to understand which master socket you have, but to also see a detailed router set up

By default, you will have personal and group voicemail unless specified otherwise. You can access your own voicemail box by pressing the envelope button on the phone or by dialling 555 and your group voicemail but dialing 556. You will be asked for a pin code to access the voicemail. (We will provide you these details, please contact us if you want your pin updating.)

This can be achieved from the phone itself by pressing the menu key and then scrolling to call features then navigating to ‘call forwards’. You can then set different kinds of forwards from the phone. You can also forward calls from your connect login, again if this is required you will receive full training on how to navigate the connect portal.

As long as you have the rights to the content you want to be uploaded then we will be more than happy to assist. Please raise a support ticket with our support team. (https://aerial-direct.itclientportal.com/ClientPortal/Login.aspx)

Alternatively, this is something we can train you to do.

If your purchased plan includes call recording we will supply you with a username and password to the connect portal. We will then train you on how to obtain the call recordings. Call recordings can be obtained by single calls or an entire archive of the last 21 days.

This can be done by accessing the desired mailbox and then pressing ‘0’. You will then be given several message options by pressing ‘1’ you will be able to re-record the ‘unavailable message’.

Router Troubleshooting


Below are some quick and easy first line checks you can do to fix any issues:

Please carry out the following checks:

The first step is to ensure all cables are connected and not loose.

Following that, if all the cables are secured, please turn your router off and on (note: carry this action out at the router and not the mains socket). When turning the router off, wait approximately three minutes before turning it back on.

With any electronic equipment, your router or Wireless Access Point (WAP) can overheat. Please ensure you check the location of the equipment. It is important that there is airflow around the equipment.

Think it’s to do with your wireless signal? Getting an intermittent wireless signal? There are a number of factors that can influence your wireless signal from other electronic equipment, walls, floors and even the location of the Wireless Access Point. If you can, try moving the WAP to a new location, however, if it’s fixed to a wall please move any potentially obstructing items.

Alternatively, please raise a support ticket or speak to an expert on 01329 558 555 and our Support team will be able to help.

Handset Troubleshooting

We have put together a number of first line checks you can carry out before you need to call our Support team.

Experiencing connectivity difficulties? Firstly, make sure that all the cables connected to the handset are secure and not loose. Check that the power adapter is correctly connected to the mains socket.

Double check that you are connected to the Wireless Access Point (WAP). If you have more than one, please ensure you are connected to the right one.

Can’t get a dial tone? Again, check all the cables are securely connected. Try an alternative method between the handset, headset (if possible) and hands-free speaker phone. If the issue persists, test an alternative handset.

Not receiving calls? Instances can occur when you cannot receive calls. Firstly, check that the Do Not Disturb (DND) is deactivated on your phone. Then check if call forwarding is disabled on the phone. If it is a particular number that cannot call in, check that they are not on the blacklist directory.

Following this, if you are still experiencing technical difficulties with your handset, please raise a support ticket or speak to an expert on 01329 558 555 and our Support team will be able to help.

What do the lights on my router mean?
To understand what each light means, please refer to your user manual or visit: https://www.draytek.co.uk/support/downloads/vigor-2862

Help Guides

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Understanding Master Sockets

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Understanding your Wireless Access Point

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Setting up your router and connecting your devices – wired

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Setting up your router and Wireless Access Point

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Assembling your handset and connecting wirelessly

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Setting up with a PoE switch

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DrayTek Vigor User Guide

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YeaLink User Guide

Contact our team for support

Contact one of our friendly Aerial Direct advisors today if you have any questions or queries regarding your service, they are on hand and are available to help.

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Live Chat

Support lines are open between
Monday – Friday, 08:30 – 17:30