Frequently Asked Questions o2
Searching for answers? Look no further
Our Customer Service team has gathered together some of the most commonly asked questions. They're featured below. If you need the answer to anything else, please don't hesitate to call. You'll find your relevant Customer Service number here
How do I top up abroad?
The easiest way to top up abroad is with your credit or debit card, call the free credit card number 4444. For more information go to http://www.o2.co.uk/mobilestariffs/tariffs/topup/topupabroad Some other ways you can top up abroad: O2 Vouchers Take O2 Top-Up vouchers with you. Just call O2 Top-Up line free by dialling 4444 from your mobile phone. More info on O2 Vouchers top-up Web top-up Top-Up online, right here on O2's website.More on O2 Web top-up
Will I be able to use my phone abroad?
Almost everywhere in the work uses GSM networks and O2 has agreements with well over 424 of them in nearly 200 countries! Are you going somewhere special? Have a look at our guide to see what service you will be able to use - http://travelabroad.o2-uktech.com/coverage.php
How do I dial abroad?
In many places that you travel you’ll be able to call and text just like you do at home, but sometimes you might need to set up your call differently. Have a look at the place you are travelling to here and all will be explained! http://travelabroad.o2-uktech.com/coverage.php
How much does it cost to receive a text when overseas?
It's always free to receive a text when you are overseas.
How do I check my balance when abroad?
Just dial *#10# and we'll send your balance free of charge.
What is the customer service number when I'm overseas and how much will it cost to call?
Find your Customer Service number including the calling cost
Who do I call to sort out problems when I'm abroad?
O2 Customer Services should be able to help, call them for free. Find your Customer Service number here
What should I do if I lose my phone or it's stolen?
Call O2 Customer Services free. This will block the handset from being used and make sure you're not charged for any unsolicited phone use.
How do I retrieve my Voicemail when I'm abroad?
It all depends on whether you’re a Pay Monthly, Pay & Go or Business customer: Pay Monthly Pay & Go Business Pay Monthly
Voicemail 901 is an easy and convenient way to access your messages while overseas. You simply retrieve your messages by dialling your Voicemail Retrieval Number (VRN) that you keep and re-use. Instructions on how to get this number are below. Message retrieval is charged at the rate for a call to the UK. Follow these simple steps to set up Voicemail 901 abroad: If it isn't already on, activate your Voicemail by calling 1750 Dial 1780 to receive your Voicemail Retrieval Number (VRN). If you forget to do this while in the UK you can call +447802 090 100 You'll hear your VRN read out to you and receive it in a text Save it to your mobile To pick up your messages, dial your VRN when overseas In some countries you'll hear your own personal greeting. If so, key * then your Voicemail 901 four digit PIN code (the default PIN is 8705) and then press 2 to access you messages. Callers can leave messages directly in your Voicemail 901 mailbox by dialling your VRN (callers will then only be charged for a UK call). To divert all calls to Voicemail 901. Either use the menu on your mobile or key *21*901# and send. All your calls will then be answered by Voicemail 901, to cancel this service key ##21# send. Pay & Go
In many countries, you can access your Voicemail just as you do at home by dialing 901. If a you are in a country where you cannot make calls like at home you will not be able to use voicemail. Business
Voicemail 901 is an easy and convenient way to access your messages while you're overseas. You simply retrieve your messages by dialling your Voicemail Retrieval Number (VRN) that you keep and re-use. Instructions on how to get this number are below. Message retrieval is charged at the rate for a call to the UK. Follow these simple steps to set up Voicemail 901 abroad: If it isn't already on, activate your voicemail by calling 1750 Dial 1780 to receive your Voicemail Retrieval Number (VRN). If you forget to do this while in the UK you can call +447802 090 100 You'll hear your VRN read out to you and receive it in a text Save it to your mobile To pick up your messages, dial your VRN when you're overseas In some countries you'll hear your own personal greeting. If so, key * then your Voicemail 901 four digit PIN code (the default PIN is 8705) and then press 2 to access you messages. Callers can leave messages directly in your Voicemail 901 mailbox by dialling your VRN (they'll then only be charged for a UK call). To divert all calls to Voicemail 901 either use your mobiles menu or key *21*901# and send. All your calls will then be answered by Voicemail 901, to cancel this service key ##21# send.
Will my service work the same as it does in the UK?
Throughout most of Europe, your service will work the same way as it does in the UK. You'll be able to use the same short codes without having to use the international dialling code to call back to the UK. As soon as you land at your destination you'll receive a text message from O2 to let you know what services you can access. If you're travelling further afield than Europe, you'll still have to call back to the UK using +44. And just to remind you, your short codes will be unavailable.
Why is the cost of calls different while I'm abroad?
You get charged more for the cost of calls abroad because O2 have to pay for customers to use international networks. This is the same when receiving a call. Within the UK, there's no cost to receive a call as O2 don't get charged for that minute. When you're abroad, O2 will get charged a cost per minute by the home country network. We pass a proportion of this cost to our customers. If you're a Business or Pay Monthly customer, all calls made while you're abroad can be found on the 'roamed calls' page of your bill. They'll be illustrated in the standard format with the addition of the network that you called from also being shown in this section.
When will my international call charges be added to my bill?
O2 will try to include your overseas call charges on your next available bill to allow you to keep track of your cost. However, sometimes O2 receive the details of calls made from another network late and this may cause issues with timely billing. This very rarely happens but is more common from those countries which have smaller networks.
Why do you have different 'World Zones' and what are they?
If you're a Business or Pay Monthly customer, we have different World Zones to simplify overseas call charges – which means you don't have to remember call costs for each individual country. The World Zones do differ slightly depending on what type of contract you're on. More information on World Zones
Can I still use WAP/GPRS abroad? And how much will this cost?
You can use WAP and GPRS on a number of networks across the world. Usage is charged at £3 per Mb for Pay & Go customers in the EU and £3.07 per Mb for Pay Monthly customers in the EU and £6 per Mb for all customers everywhere else - (all prices inc VAT, where applicable). WAP and GPRS networks
Will I be able to send picture messages?
To send picture messages, you'll need to be on a foreign network that supports GPRS. We have 170 network agreements in 90 countries that allow picture messaging to be used. GPRS networks supporting picture messaging
Standard rates and data calling
Pay & Go customers Pay Monthly customers Business customers
|
