Wi-Fi Calling

We know there may be times when it’s hard to get a mobile signal. Have you tried Wi-Fi Calling? It lets you make calls anywhere you have Wi-Fi, even when there’s no mobile signal. Just use your phone as normal – the person you’re calling doesn’t even need to have Wi-Fi Calling. There’s no additional charge for using this service. All calls you make with it will come out of your plan’s allowance of minutes as usual.

Network Status Checker

You can check your network on our Network Status Checker tool, seeing both your current coverage but also planned improvements. If there is an issue in your area you can subscribe for updates on ongoing work, so that you’re kept up the date. We are constantly working hard to ensure our customers have the best mobile network we can give them.

My O2

Get easy access to all the info about your account in one place. Keep track of costs, pay your bills online, Add or remove extras, and manage your settings. You can also use the MyO2 lets you check your remaining UK data, minutes and texts and get 24/7 support.

Help and Information

If you’re stuck with a problem, need help with your device, or just want to know more about a particular topic, we probably have the answer to it in Help and support or contact us.

Are you on the right plan?

If your current phone or plan isn’t right for you, we may have another one that is. Have you tried to speak to one of our advisors to see what offers are available?

If you can upgrade, you may be able to get a special discount just for you. Or chat to us online and we’ll do our best to help.

We’ve got a great value range of affordable plans to help you stay in touch, without going over budget. Speak to one of our advisors to find the best solution for you.

What you need to do

• Contact your Account Manager if you have one. You can choose to cancel specific mobile number(s) or your whole account. If you don’t have an Account Manager, call us on 02392 60 30 55.

• Check with your Account Manager when your agreement ends. If you’re not at the end yet, you’ll need to wait or pay an early termination fee.

Keeping your mobile number or getting a new one

Want to take your current mobile number to a different network? Ask us for a PAC or STAC code. You’ll need to give this code to your new network provider to complete your switch. Please be aware that by generating the PAC or STAC code you could incur an earlier termination fee.

PAC code:
• Cancel your contract
• Keep your current mobile number and transfer it to your new network provider.

STAC code:
• Cancel your contract
• You do not want to keep your current mobile number – your new network provider will give you one.

For a PAC, text PAC to 65075
For a STAC, text STAC to 75075
To find out if you need to pay an early termination fee, text INFO to 85075

Your new provider will contact us and start the moving process. Your PAC is valid for 30 days, so remember to use it in that time or your number won’t be moved, and it’ll stay with O2. If you wait too long, you’ll need to ask us for a new PAC.

Keeping your phone

If you’re taking your phone as well as your number to another network, you’ll need a Network Unlock Code (NUC) to unlock it.

What you need to do

• Contact your Account Manager if you have one. You can choose to cancel specific mobile number(s) or your whole account. If you don’t have an Account Manager, call 01329 558558.

• Check with your Account Manager when your agreement ends. If you’re not at the end yet, you’ll need to wait or pay an early termination fee.

Keeping your mobile number or getting a new one

Want to take your current mobile number to a different network? Get your a PAC or STAC code. You’ll need to give this code to your new network provider to complete your switch. Please be aware that by generating the PAC or STAC code you could incur an earlier termination fee.

PAC code:
• Cancel your contract
• Keep your current mobile number and transfer it to your new network provider.

STAC code:
• Cancel your contract
• Get a new mobile number – your new network provider will give you one.

For a PAC, text PAC to 65075
For a STAC, text STAC to 75075
To find out if you need to pay an early termination fee, text INFO to 85075

Your new provider will contact us and start the moving process. Your PAC is valid for 30 days, so remember to use it in that time or your number won’t be moved, and it’ll stay with O2. If you wait too long, you’ll need to ask us for a new PAC.

Keeping your phone

If you’re taking your phone as well as your number to another network, you’ll need a Network Unlock Code (NUC) to unlock it.

Leaving us for another mobile network might affect any other O2 services you’re using.

My O2

If you use your PAC or STAC code, you will lose service and data on the device connected to your MyO2 account at the end of your billing period. To keep using your device, please re-register your device in the MyO2 app.

Please note: Once you re-register, all of your data will be deleted and you’ll need to set up your device as new – this will include a credit check.

O2 Priority

If you are using any perks through O2 Priority, these will also be cancelled.

We’re sorry you’re leaving us. You’ll need to notify us that you want to cancel your account if you haven’t already done so.

You’ll continue to be billed up to your disconnection date and your final bill could be a combination of the below:

1. Line rental for the portion of the month you used your device before your disconnection date
2. Out-of-plan usage
3. Any Extras (such as a recurring Data Extra)
4. Early exit fees

The 22-day rule

If you switch to another network at least 22 days before your normal billing date that month, you’ll get your final bill on your normal billing date.

If you switch to another network any later, you’ll get your final bill 22 days after you switch.

We bill your usage retrospectively, so if you’ve recently been abroad, it could take up to two months for roaming charges to be billed after you’ve disconnected.

Please don’t cancel your Direct Debit. Once your mobile number is disconnected we won’t continue to charge you, but we need a direct debit in place to take any final payments when they’re due.

You can continue to check your bills up to six months after you’ve cancelled. Please set up an alternative contact number in MyO2 to do so.