We are continually adding to our Frequently Asked Questions. If you can't find the answer you need then please contact us and we'll be happy to help.
O2 Porting InformationWhen porting to a new network, we will tell you what day your number will port. Porting will take place between 09:00 and 17:00. On the day of your port you should continue to use your current device and SIM until you lose network coverage. If your coverage is still showing but you feel that you haven’t received any calls or texts for a while, try dialling your mobile number to see if it rings, or which voicemail service it connects to. If it connects to your new network, you have ported successfully. Please switch off your device, swap to your new SIM card or start using your new device. If you have network coverage on both your old and new SIM card, please switch the old handset off. This will allow the port to complete on your new SIM card. When a number ports on to a different network it usually does this in two stages with voice being first, followed by texts and data.
Using your voicemail abroadAs an O2 customer your 02 voicemail is accessible abroad. If you plan on using your voicemail while you are away you will need to make sure that you know your voicemail pin number. If you do not know your voicemail pin, or haven't set it up, then you will need to reset your pin before you travel:
To reset your voicemail pin:
- Text the word ‘reset’ to 802901.
- You will receive a text message with a 5-digit code.
- Next ring your voicemail as normal by dialling 901.
- You will be prompted to enter your 5-digit code.
O2 Wifi and 4G CallingWith O2’s launch of Wifi and 4G Calling on many current and new devices, it now means that you can make and receive calls whenever you are connected to Wifi without the use of an additional app. Below you will see a list of handsets that will allow you to use Wifi Calling without the need for an additional app. You will see how you can set up Wifi and 4G Calling on your device. Android devices must be using O2 in order to work with Wifi Calling.
Setting up Wifi and 4G calling on your iPhoneiPhone Xs, iPhone Xs Max, iPhone X, iPhone Xr, 8, 7, 6S, 6, and SE (including Plus models) Go to Settings > Phone > Wi-Fi Calling. Make sure Wi-Fi Calling is set to 'On'.
Setting up Wifi and 4G calling on your SamsungSamsung Galaxy S9, S9 Plus, S8, S8 Plus, Note8, S7, S7 edge and J3 2017, A8, A3 2017, A6, J6, J5 (2017), A5 (2017), Note9. Go to Settings > Connections > Wi-Fi calling. Make sure Wi-Fi calling is set to On.
Setting up Wifi and 4G calling on your SonySony Xperia XZ2, Xperia XZ3, XZ2 Compact, XZ Premium, Xperia XA2, Xperia XZ1, Xperia XZ1 Compact Go to Settings > More > Wi-Fi calling. Make sure Wi-Fi calling is set to On.
Setting up Wifi and 4G calling on your OnePlusOneplus 5, 5T, 6 Go to Settings > SIM & network > Enhanced communications. Make sure Wi-Fi calling is set to On.
Setting up Wifi and 4G calling on your HTCHTC U11 Go to Settings > Call > tap on Wi-Fi Calling to turn on.
How do I pay for Wifi and 4G calling?It’s no different to a standard call and will come out of your call allowance in the normal way. Calls will be charged at the standard tariff rate should you exceed your allowance.
Can I use Wifi and 4G Calling to make calls abroad?No, but you can use O2 Travel in Europe or add a Rest Of World 24 Hour Pass to stay connected while you’re away.
O2 RoamingGoing on holiday? Good news. Roaming in the O2 Europe Zone is covered as part of each O2 tariff. So your data, minutes and text allowances will work, just like they do at home. This means you’re able to make calls and send texts back home, like you’d normally do in the UK. What is included at no extra charge?
- Making calls and sending texts within the O2 Europe Zone (excluding the UK), to any other country in our Europe Zone (including the UK).
- Receiving calls and texts in our Europe Zone.
- Using your monthly data allowance whilst in our Europe Zone.
What destinations are included in the O2 Europe Zone?Please check the O2 website to check for any changes before travelling.
|Cyprus (not inc. Northern Cyprus)||Czech Republic||Denmark|
|Isle of Man||Italy||Jersey|
|Saint Barthelemy||Saint Martin||San Marino|
What other restrictions are there?The Europe Zone roaming service can only be used for periodic travel, like holidays or short breaks. Otherwise there may be charges for using your services in the Europe Zone (excluding the UK). If this has happened to you and you think it might be a mistake, call 202 from your mobile or 0344 809 0202 from any other phone to speak directly with O2. Use of O2 services in the Europe Zone is subject to O2’s fair usage policy.
Help with your iOS device
How to begin setting up your iPad and iPhone 8 or olderThere are several ways to get started.
- Set up as "new", which means starting everything — every setting — from scratch. This is for people who've never used a smartphone or online services before.
- Restore from a previous iPhone, iPad, or iPod touch backup. You can do that online with iCloud or over USB with iTunes. This is for people who've had a previous iOS device and are moving to a new one.
- Import from Android, BlackBerry, or Windows Phone. Apple has an app in Google Play to make Android easier, but online services let you move a lot of data over from any old device. This is for people switching to iPhone or iPad.
- Touch slide to set up and slide your finger across the screen to get started.
- Choose your language. If you bought your iPhone or iPad in your country of residence, it should pick the right one automatically.
- Choose your country or region. Likewise, this should default to the correct place if you live where you bought it.
- Choose a Wi-Fi network and enter its password, if necessary. If you don't have access to Wi-Fi or no networks are found, you can choose Use Cellular instead for an iPhone or iPad with data.
- Wait for your iPhone or iPad to activate. It can take a few moments.
- Choose whether or not you want to enable Location Services. You can always change your mind later, but keep in mind you'll need to enable at least some location services to use apps like Maps.
- Set up your Passcode and Touch ID. You can skip this step by selecting Set Up Touch ID Later but security is important.
How to restore or transfer your data from an old smartphone or tabletAs part of the process, you're given the option to set up your iPhone or iPad as a new device, restore from a previous device's iCloud or iTunes backup, or — for iPhone — move over your data from Android. If you want to restore or transfer your data from an old iPhone, iPad, Android device, Windows Phone or Surface, or BlackBerry, we can provide you with useful documents to help. Otherwise, you'll need to start as new. There's also the option of setting your device up as a new iPhone, rather than restoring from a backup, but doing this with the objective of “speeding up your device” should not be necessary as the hardware upgrades alone will do that.
How to set up your iPad or iPhone 8 and older as newIf you're a first-time iPhone or iPad user and don't need to move your data, here's what you need to do. First, you'll need to link your device to your iCloud account. You have a few options for this:
- Sign in with an existing iCloud Apple ID — simply enter your username (typically your email address) and password).
- Tap Use different Apple IDs for iCloud and iTunes if that's how you have things set up.
- Create a new, free Apple ID.
- Tap Skip This Step if you don't want to do either right now, or you don't have an Apple ID yet. You can always go back and create one or sign in from the Settings app at any time.
- Tap to agree to Apple's Terms and Conditions.
- Confirm that you agree one more time.
- Set up Apple Pay, Apple's Touch ID-based payment option, if it's available in your area.
- Set up iCloud Keychain, if you want to store and sync your passwords across all your devices
- Set up Siri, Apple's voice-activated assistant. If you need extra help, here's how to set up 'Hey Siri' on iPhone and iPad
- Also set up "Hey Siri,", if you want to automatically trigger Siri with the “Hey Siri” catchphrase.
- Tap to send Diagnostic information to Apple when apps crash or other issues arise. If you'd rather not, just tap Don't Send.
- Turn on Display Zoom, if you need the extra visual accessibility of a larger interface.
How to set-up your iPhone SimHere's how to activate your iPhone:
- Remove the SIM from the other iPhone (if you are updating your device)
- Place it in your iPhone.
- Go through the usual setup options, including logging on to your Wi-Fi network.
- Wait while the iPhone activates.
What is Apple Wi-Fi Assist?With iOS 9 and later, you can use Wi-Fi Assist to automatically switch to cellular when you have a poor Wi-Fi connection.
How Wi-Fi Assist worksWith Wi-Fi Assist, you can stay connected to the Internet even if you have a poor Wi-Fi connection. For example, if you're using Safari with a poor Wi-Fi connection and a webpage doesn't load, Wi-Fi Assist will activate and automatically switch to cellular so that the webpage continues to load. You can use Wi-Fi Assist with most apps like Safari, Apple Music, Mail, Maps, and more. When Wi-Fi Assist is activated, you'll see the cellular data icon in the status bar on your device. Because you'll stay connected to the Internet over cellular when you have a poor Wi-Fi connection, you might use more cellular data. For most users, this should only be a small percentage higher than previous usage.
Turn Wi-Fi Assist on or offWi-Fi Assist is on by default. If you don't want your iOS device to stay connected to the Internet when you have a poor Wi-Fi connection, you can disable Wi-Fi Assist. Go to Settings > Cellular or Settings > Mobile Data. Then scroll down and tap the slider for Wi-Fi Assist.
How to import contacts on to your new iPhoneIf your iPhone isn't using the SIM from your old phone:
- Tap Settings > Contacts > Import SIM Contacts.
- Wait for the import to complete.
- If you are swapping SIM cards, remove the SIM card and replace it with your iPhone SIM card.
- Open Contacts and make sure that the contacts are imported.