O2 Help & Support Centre

How to Activate Your New O2 SIM Card

Activating your O2 SIM card is straightforward and usually takes just a few minutes. Whether you have purchased a pay monthly contract or a pay as you go SIM, follow these steps to get connected:

O2 eSIM Setup and Activation

An eSIM (embedded SIM) is a digital SIM that allows you to activate a mobile plan without needing a physical SIM card. O2 offers eSIM support for a wide range of modern smartphones.

Compatible Devices for O2 eSIM

• Apple iPhone: iPhone XS, XR, 11, 12, 13, 14, 15 series and later
• Samsung Galaxy: S20, S21, S22, S23, S24 series, Z Fold/Flip models
• Google Pixel: Pixel 3, 4, 5, 6, 7, 8 series
• Other devices: Many recent Android phones with eSIM support

How to Get an O2 eSIM

1. Open the My O2 app on your current device
2. Navigate to Account then SIM Management
3. Select Order eSIM and follow the prompts
4. Scan the QR code on your new device to download the eSIM profile
5. Alternatively, visit any O2 store for in-person eSIM activation

How to Check Your O2 Bill and Usage

Keeping track of your O2 usage helps you avoid unexpected charges and manage your mobile spending effectively. There are several ways to check your bill and data usage:

O2 Payment Methods and Direct Debit Setup

O2 offers flexible payment options to suit your preferences. Setting up Direct Debit is the most convenient way to ensure your bills are paid on time.

Accepted Payment Methods

• Direct Debit: Automatic monthly payments from your bank account
• Debit/Credit Card: Pay online through My O2 or the app
• Bank Transfer: Use the payment details on your bill
• In-Store: Pay at any O2 store with cash or card
• PayPal: Available for online payments

Setting Up Direct Debit

1. Log into My O2 online or through the app
2. Go to Bills & Payments section
3. Select Set Up Direct Debit
4. Enter your bank details (sort code and account number)
5. Confirm the mandate and your payments will be taken automatically each month

Checking O2 Network Coverage in Your Area

Before choosing O2 or if you are experiencing signal issues, it is important to check the network coverage in your area. O2 offers extensive 4G and growing 5G coverage across the UK.

How to Check O2 Coverage

1. Visit the official O2 coverage checker at o2.co.uk/coveragechecker
2. Enter your postcode or allow location access
3. View indoor and outdoor coverage for voice, 4G, and 5G
4. Check coverage along routes if you travel frequently

Fixing O2 Signal and Network Problems

If you are experiencing poor signal or no service, try these troubleshooting steps before contacting O2 support:

Setting Up O2 WiFi Calling (VoWiFi)

WiFi Calling allows you to make and receive calls over a WiFi connection when mobile signal is weak. This is perfect for basements, rural areas, or buildings with thick walls.

Enable WiFi Calling on iPhone

1. Go to Settings then Mobile (or Cellular)
2. Tap WiFi Calling
3. Toggle WiFi Calling on This iPhone to on
4. Enter your home address for emergency services
5. You will see "O2 WiFi" in the status bar when connected

Enable WiFi Calling on Android

1. Open Settings then Connections
2. Tap WiFi Calling or search for it
3. Toggle the feature on
4. Register your emergency address

Using Your O2 Phone Abroad

O2 offers roaming in over 75 destinations with their O2 Travel inclusive roaming feature. Understanding roaming options helps you avoid unexpected charges while staying connected overseas.

O2 Travel Inclusive Destinations

With eligible O2 plans, you can use your UK allowance in Europe Zone countries at no extra cost. This includes:

Before You Travel Checklist

1. Check your plan: Confirm your tariff includes O2 Travel or purchase a Travel Bolt On
2. Enable roaming: In My O2, ensure data roaming is activated on your account
3. Download content: Save maps, music, and videos offline to reduce data usage
4. Disable auto-updates: Turn off automatic app updates to prevent unexpected data use
5. Note O2 abroad numbers: Call O2 from abroad on +44 7860 090202

O2 Roaming Charges Outside Europe

For destinations outside Europe Zone, O2 offers Travel Bolt Ons and daily charging caps to keep costs manageable.

World Traveller Bolt On Options

How to Get Your O2 PAC Code

A PAC (Porting Authorisation Code) allows you to keep your existing phone number when switching to a different mobile network. By UK law, all networks must provide PAC codes free of charge.

Getting Your O2 PAC Code

O2 STAC Code - Leaving Without Keeping Your Number

If you want to switch networks but do not need to keep your current phone number, request a STAC (Service Termination Authorisation Code) instead.

Getting Your O2 STAC Code

Text STAC to 75075 from your O2 phone. Your STAC code will be sent via SMS and is valid for 30 days.

Joining O2 and Keeping Your Number

Switching to O2 is easy. Here is how to bring your existing number with you:

1. Request a PAC code from your current network (text PAC to 65075)
2. Choose your O2 plan and order your new SIM or phone
3. When your O2 SIM arrives, give O2 your PAC code via My O2 app or by calling 202
4. Your number will transfer within 1 working day
5. Your old network contract automatically ends when the port completes

Checking Your O2 Upgrade Eligibility

O2 customers can typically upgrade their phone before their contract ends. Here is how to check when you are eligible for an upgrade:

Ways to Check Upgrade Eligibility

1. My O2 App: Open the app, tap Account, then View Upgrade Options
2. Online: Log into My O2 and check your upgrade status
3. In Store: Visit any O2 store with your phone and ID
4. Call: Dial 202 from your O2 phone for upgrade information

O2 Early Upgrade Options

If you cannot wait for your standard upgrade date, O2 offers several options:

• Pay off remaining balance: Settle your device plan early and upgrade immediately
• O2 Open: Upgrade anytime after 6 months by returning your current device in good condition
• Trade-in: Get credit for your current phone towards a new device

O2 Phone Trade-In Program

Trading in your old phone is an excellent way to reduce the cost of your upgrade. O2 accepts a wide range of devices including those from other networks.

How O2 Trade-In Works

1. Get a quote online at O2 Recycle or in-store
2. Confirm the offer and receive a prepaid envelope or hand over in-store
3. Once your device is received and checked, credit is applied
4. Use the credit towards your new phone or receive as payment

Maximising Your Trade-In Value

• Remove screen protectors and cases before assessment
• Factory reset your device and remove accounts
• Include original charger and accessories if possible
• Devices in better condition receive higher valuations
• Check multiple trade-in services to compare offers

Setting Up Your New O2 Phone

Got a new phone from O2? Follow these steps to get everything set up and transfer your data:

iPhone Setup Guide

1. Turn on your new iPhone and select your language
2. Connect to WiFi for faster setup
3. Use Quick Start by placing your old iPhone nearby to automatically transfer settings
4. Sign in with your Apple ID to restore apps and data from iCloud
5. Insert your O2 SIM or download eSIM profile
6. Complete Face ID or Touch ID setup

Android Setup Guide

1. Insert your O2 SIM card and power on the device
2. Select language and connect to WiFi
3. Sign in with your Google account
4. Choose to restore from backup or set up as new
5. Use Smart Switch (Samsung) or manufacturer app for data transfer
6. Set up fingerprint or face unlock

Setting Up O2 Voicemail

O2 Voicemail allows callers to leave messages when you cannot answer. Setting it up takes just a few minutes:

Initial Voicemail Setup

1. Call 901 from your O2 mobile (or 0344 809 0901 from another phone)
2. Follow the voice prompts to create a 4-digit PIN
3. Record your personal greeting or use the default
4. Your voicemail is now active and ready to receive messages

Checking Your Voicemail

• From your O2 phone: Call 901 (free)
• From another phone: Call 0344 809 0901 (standard rate)
• Visual Voicemail: Available on iPhone - see messages listed in the Phone app

Voicemail Settings You Can Change

• Number of rings before voicemail answers (default is 5)
• Your personal greeting message
• PIN for remote access
• Email notifications for new messages

Immediate Steps If Your Phone Is Lost or Stolen

If your O2 phone has been lost or stolen, act quickly to protect your account and data:

O2 Customer Service Phone Numbers

Other Ways to Get Help

• O2 Community: Get answers from other O2 customers at community.o2.co.uk
• Social Media: Tweet @O2 or message on Facebook for support
• Live Chat: Available through the My O2 app
• In Store: Find your nearest O2 store for face-to-face help

O2 Customer Service Hours

Phone support is available:

• Monday to Friday: 8am to 9pm
• Saturday: 8am to 8pm
• Sunday: 8am to 6pm
• Bank Holidays: Reduced hours - check O2 website