Help Centre - FAQs

Welcome to our help centre, designed to support our clients on a day-to-day basis. Finding the right telecoms provider for your business involves much more than securing a variety of services at the most cost-effective prices. You need to be sure that your chosen provider offers a suitable support package for your business. Within our help centre you will find details of out of hours support, O2 services and answers to our frequently asked questions. If you're a Pure customer looking for access to iBilling please click here. 
Mobile
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 Information
When 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 abroad
As 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:
  1. Text the word ‘reset’ to 802901.
  2. You will receive a text message with a 5-digit code.
  3. Next ring your voicemail as normal by dialling 901.
  4. You will be prompted to enter your 5-digit code.
You will now be able to reset your voicemail pin. Your pin can be any combination of numbers between 4-10 digits long. When abroad, call 901 as normal to use your voicemail. This will work in most countries. If it doesn't work, call 1780 free from your mobile or +447802 090 100, and O2 will send you a text with the correct number you need to call. Depending on which country you are in, you'll either go straight to voicemail or to your voicemail greeting. If you reach your voicemail greeting, press * on your keypad and enter your pin to listen to your messages. And remember, if you are an O2 customer travelling outside of Europe there are packages available to save you money when calling from abroad. If you would like any more advice about how to use your voicemail while you are abroad then please contact us.
O2 Wifi and 4G Calling
With 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 iPhone
iPhone 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 Samsung
Samsung 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 Sony
Sony 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 OnePlus
Oneplus 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 HTC
HTC 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 Roaming
Going 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.  
Destinations
   
Austria Azores Belgium
Bulgaria Canary Islands Croatia
Cyprus (not inc. Northern Cyprus) Czech Republic Denmark
Estonia Finland France
French Guiana Germany Gibraltar
Greece Guadeloupe Guernsey
Hungary Iceland Ireland
Isle of Man Italy Jersey
Latvia Liechtenstein Lithuania
Luxembourg Madeira Malta
Martinique Mayotte Monaco
Netherlands Norway Poland
Portugal Reunion Romania
Saint Barthelemy Saint Martin San Marino
Slovakia Slovenia Spain
Sweden Switzerland United Kingdom
Vatican City
 
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 older
There 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.
Regardless of whether you're setting up as new, restoring from backup, or switching from another device, everything starts off the same way.
  1. Touch slide to set up and slide your finger across the screen to get started.
  2. Choose your language. If you bought your iPhone or iPad in your country of residence, it should pick the right one automatically.
  3. Choose your country or region. Likewise, this should default to the correct place if you live where you bought it.
  4. 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.
  5. Wait for your iPhone or iPad to activate. It can take a few moments.
  6. 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.
  7. 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 tablet
As 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 new
If 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:
  1. Sign in with an existing iCloud Apple ID — simply enter your username (typically your email address) and password).
  2. Tap Use different Apple IDs for iCloud and iTunes if that's how you have things set up.
  3. Create a new, free Apple ID.
  4. 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.
  5. Tap to agree to Apple's Terms and Conditions.
  6. Confirm that you agree one more time.
  7. Set up Apple Pay, Apple's Touch ID-based payment option, if it's available in your area.
  8. Set up iCloud Keychain, if you want to store and sync your passwords across all your devices
  9. 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
  10. Also set up "Hey Siri,", if you want to automatically trigger Siri with the “Hey Siri” catchphrase.
  11. Tap to send Diagnostic information to Apple when apps crash or other issues arise. If you'd rather not, just tap Don't Send.
  12. Turn on Display Zoom, if you need the extra visual accessibility of a larger interface.
That should complete the initial setup process for iPad and iPhone 8 or older.  
How to set-up your iPhone Sim
Here'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 works
With 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 off
Wi-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 iPhone
If your iPhone isn't using the SIM from your old phone:
  1. Tap Settings > Contacts > Import SIM Contacts.
  2. Wait for the import to complete.
  3. If you are swapping SIM cards, remove the SIM card and replace it with your iPhone SIM card.
  4. Open Contacts and make sure that the contacts are imported.
What is a Spending Cap?
A Spending Cap is where a customer has the option to apply a spend cap to their monthly tariff to help control their spend.
Can I choose any value of spend cap?
A customer can choose to have No spend cap or a cap value from any of the following: £5, £10, £15, £20, £30, £50, £75, £100 or £200.  These values are ex. VAT.
What if I have a £0 spend cap?
Once your monthly allowance and any bolt on allowance is used then any additional chargeable usage will be barred.
Business Apps – Office 365
What is Office 365? How does it differ from Microsoft Office?
"Office 365" refers to subscription plans that include access to Office applications plus other productivity services that are enabled over the Internet (cloud services), such as Microsoft Teams and Exchange Online hosted email for business, and additional online storage with OneDrive. Many Office 365 plans also include the desktop version of the latest Office applications, which users can install across multiple computers and devices. The Office 365 plans that are online-only are a great choice for certain business needs, and they are compatible with desktop versions of the latest version of Office, Office 2010, Office 2007 (with slightly limited functionality), Office 2011 for Mac, and Office 2008 for Mac. All Office 365 plans are paid for on a subscription basis, monthly or annually.  
Will Office 365 work with my copy of Office?
Office 365 works best with the latest version of Office, Office 2010, and Office 2011 for Mac. Office 365 works with Office 2007 with slightly limited functionality. If you have an earlier edition of Office, you will need to update to a newer version of Office in order to use Office 365; or you can subscribe to one of the many Office 365 plans that include the latest version of the Office suite. In addition, to getting the latest version of Office as part of your subscription, you will also get automatic updates, so you will always be up to date.  
What do I need to install when I sign up for Office 365?
You don't need to install anything in order to use Office 365. To easily connect your desktop version of Office 2010 and 2007 to Office 365, Microsoft provides Office 365 customers an installable piece of software - called Office desktop setup - at no charge.
  • Office desktop setup provides many benefits, including:
  • Automatically detecting necessary updates.
  • Installing updates and components upon approval or silently from a command line.
  • Automatically configuring Outlook and Microsoft Teams for use with Microsoft Office 365.
  • Uninstalling itself from the client computer after running.
You can find and install Office desktop setup in your Office 365 administration centre. If your plan includes a subscription to Office 2013 applications, you will also be able to install that directly from the Office 365 administration centre.  
What if an end-user doesn’t have internet or cloud access - are copies also saved locally?
It's principally a cloud-based service so you'll need the internet at some point to get full use. But some services (such as Office on your Desktop) can be used locally when there's no internet and synchronised later when you get connectivity. If a customer rolls out the cloud, what happens to all their current data on the servers? Data can stay with the customer and they can make a clean break. But they’d need to manage this data separately. Or they can migrate data into the cloud. We’d recommend this, and our support team can help. There is a 90-day policy when the customer disconnects i.e. we give the customer 90 days to move their data before it will be deleted.  
Do customers have to download all programs and updates on each device or is it all done cloud-based?
It’s a bit of both: Some programs need downloading such as Microsoft Teams. Office 365 products like Word, Excel and PowerPoint can be installed or accessed through a web browser. Updates can be managed centrally by administrators or at a desktop level by Microsoft device management tools. Most download and install automatically. However, your organisation may have policies and infrastructure in place that prevents this from happening. Office 2013 can only be installed on Windows based PCs/tablets, iPads, Apple MAC laptops and PCs, not other Android tablets. Web Apps can be used on these.  
How does the experience differ across devices? Are any devices not supported?
Users can enjoy a consistent and familiar Office experience across PCs, Macs, Windows tablets, iPads, and most mobile devices. Each user can install Office on 5 PCs or Macs, 5 Windows tablets or iPads, and 5 phones. Office supports PCs and Windows tablets running Windows 7 or higher, and Macs running MAC OS X 10.6 or higher. Office for iPad can be installed on iPads running version 7 or higher. Any device with internet is suitable. Some will give a better experience than others. And Windows devices are the best all round. Remember Office 2013 Client can only be installed on Windows based PCs/tablets and MAC-based laptops and PCs.  
Do I need to back-up my Office 365 files?
The simple answer is yes. Microsoft’s primary focus is on managing the Office 365 infrastructure and maintaining uptime for users. The misconception that Microsoft fully backs up your data on your behalf is quite common but ultimately, you need to ensure you have access to, and control over, your Exchange Online, Sharepoint Online and OneDrive for Business data. Key reasons why backing up Office 365 is critical:
  • Accidental deletion
  • Retention policy gaps and confusion
  • Internal security threats
  • External security threats
  • Legal and compliance requirements
  • Managing hybrid email deployments and migrations to Office 365.
We can help you discover the best solution for your business requirements.
Business Apps – Mobile Device Management (MDM)
What is Mobile Device Management?
Mobile Device Management (MDM) is an industry term for software designed for administration of mobile devices used for business. It allows companies to provide enhanced end user support, increased security features, and enables rapid dissemination of important information.    
What is MaaS360?
Maas360 is a mobile device management (MDM) solution from IBM for the administration of mobile devices including smartphones, tablets, and laptops. It is a cloud-based product that can be downloaded as an App.    
What are the benefits of MaaS360 MDM?
After installing MaaS360 MDM on your device you will enjoy the following benefits:
  • Securely and easily monitor your data usage and receive notifications designed to help prevent you from incurring overage fees
  • Secure access to updated help and support documents for Mobile Market
  • Vendor support can remotely diagnose and resolve issues with the device or application, reset passwords, remove passcode locks, assist in locating lost devices.
  • Rapid App deployment
How do I enrol my device?
You will receive an enrolment request via text or email from MaaS360. You can follow the directions included in the enrolment request.    
Is MaaS compatible with all android devices?
Yes, but it does have different functionality on the various operating systems.    
How do I organise a demo of this product?
Speak to your contact at Pure, who will be happy to set this up for you.
Business Apps – McAfee
What is McAfee Multi Access (MMA)?
McAfee Multi Access is a multi-device, cross-platform cyber security solution. It:
  • Protects the user’s online and offline activities from all cyber threats.
  • Supports all main platforms (iOS, Android, Windows, Mac) and devices (smartphones, tablets and laptops / PCs).
  • Does not drain the battery or affect the performance of the devices, while offering state-of-the-art protection.
  • A single subscription for 1 user covering 5 devices can be purchased.
  • If a user has more than 5 devices, additional 1 x device licences can be purchased.
  • Can be bought as a standalone subscription, or as part of a bundle (easily bundled with broadband, mobile and tablets).
How much does McAfee Multi Access cost?
McAfee Multi Access costs £3 ex vat per user per month for up to and including 5 devices. The licences are linked to one account, for one person. If more devices are required, it costs £1 ex vat per additional device per month. A 5 device licence must be purchased first in order to purchase the additional 1 device licences.
Why should I buy McAfee Multi Access?
Today customers connect and transact online with tablets, smartphones, laptops, desktops etc. The more connected you are, the greater the risk of cyber-crime. McAfee provides one easy way to install and manage protection on multiple devices. It provides:
  • A single subscription that protects PCs, Macs, tablets and smartphones.
  • Real time protection against online threats, spam email.
  • Comprehensive protection for your data and lost or stolen devices.
  • Organise and manage all your security from the cloud.
Will McAfee Multi Access cover my mobile devices?
Yes. McAfee covers mobile devices as well as tablets, laptops and Macs. This means you can work safely online wherever you are. NB: Windows Phones are not supported.How easy is it to set up and maintain? Very easy. Employees enrol their devices themselves, to make sure their devices are protected. And it’s easy to maintain too. Users can access the McAfee management console to manage the protection of all their devices.
Can I split the 5 device license across 5 employees?
No, the product comes as 1 McAfee Multi Access licence for 5 devices, per user.
How does McAfee Multi Access protect me online?
Your devices, your online identity and your data are protected. McAfee Multi Access warns you about any untrustworthy websites before you access them. It safely protects and stores your online passwords. It will also prevent mobile malware from accessing your device (and so prevents information from your device, including photos, contacts etc. being stolen). And McAfee Multi Access includes features such as internet firewall for PCs and Macs.
Are there any automatic updates?
Yes. McAfee will continue to protect you against all the latest viruses, malware etc. for the duration of your McAfee contract.
I work for myself and have no employees – why do I need McAfee?
Anyone who goes online needs to be protected from viruses, rogue websites, spam email, malware etc. Taking out the necessary protection will prevent you from suffering from cyber-crime, such as stolen data etc.
Windows 8 provides me with protection – so why do I need McAfee?
Microsoft only supports IE. McAfee Multi Access supports all browsers, e.g. Safari, Chrome and Firefox.
I haven’t had any online attacks before – why should I buy McAfee?
Data protection and security is more important than ever. Over four in ten of all UK businesses suffered a cyber breach or attack in the past 12 months. Among organisations experiencing breaches, large firms identify an average of 12 attacks a year and medium-sized firms see an average of 6 a year. 2 in 5 micro and small businesses (42%) identified at least one breach or attack in the past 12 months, which could impact profits, reduce consumer confidence and cause a breach data protection laws. Statistics available from: https://www.gov.uk/government/news/new-figures-show-large-numbers-of-businesses-and-charities-suffer-at-least-one-cyber-attack-in-the-past-year
I don’t think I’ve got the latest Windows updates – can I still use McAfee?
Yes. In fact McAfee pro-actively gets and installs the updates for you. Without McAfee, when your Windows operating system or any of your programs are out of date, your laptop/tablet could be vulnerable to security threats that compromise your PC and your personal data.
Will the McAfee security software slow down my devices?
McAfee Multi Access has a high-performance scanning engine that guards your PC without slowing your PC/tablet down. It has been specially designed to be a very light product without negative impact on your PC. There will be no visible impact on your mobile device and it will actually help to optimise the performance of your PC.
I’ve got many different passwords for different websites – can McAfee prevent these from getting compromised?
Yes. TrueKey stores all your passwords securely and syncs across all your devices. You can simply unlock with facial recognition, swipe unlock or use a master password.
Is McAfee Multi Access suited to my size and type of company?
McAfee Multi Access is best suited to companies with up to 20 employees. It’s well suited to companies with no internal IT admin support, as it’s managed by the employees themselves. It’s applicable across all market sectors.
What if I lose my device – can McAfee Multi Access help locate it?
Yes. McAfee Multi Access can remotely locate your Android device and send an SMS to it with details on where to return it to if found. iPhones, iPads etc. also can be remotely located and then locked and/or wiped. NB: iOS devices (iPhones & iPads) cannot be locked.
Can I use McAfee when I travel abroad?
Yes. MMA can be used on a worldwide basis.
Is MMA compatible with Box and/or Office 365?
Yes.
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