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If you are experiencing difficulties signing into your account this maybe due to the username or password you are using. 

The username you need to view your bill is the one that was set up at the point of sale when your account was initially created. If you purchased your order online you’ll find these details on the email we sent you confirming your order. 

Your username is the first part of your O2 email address. For example, if your email address is 'john.smith@o2.co.uk' your username is 'john.smith'. 

Don't worry if you have forgotten either your username or password as these can be easily reset online.

If you have forgotten your password but know your username click the link below: 

Forgotten your Password but know your Username

If you have forgotten your username but know your password then click this link below: 

Forgotten your Username but know your Password

If however you have forgotten both your username and password then please click the ‘Forgotten username and password’ link below. We can then verify your details, remind you of your username and give you instructions on how to reset your password.

Forgotten both your Username & Password

We can then verify your details, remind you of your username and give you instructions on how to reset your password. 

Need more help with your bill? Click here to view our animated billing guide.

Yes, standard tariff rules apply. You can upgrade your tariff once every 30 days however you can't lower your tariff for 9 months – unless you're on a simplicity contract, when you can change your tariff up or down every 30 days.

After 9 months you may reduce your tariff to the next highest tariff in our tariff range. The following month you may reduce your tariff again. 

You can change your tariff to a higher tariff at any time. 

To change your tariff, simply click on the 'Transfer your tariff' link below and tell us which one you want. We'll get back to you within 24 hours to let you know when the change will be effective.

Transfer your tariff

Pay Monthly customers

Pay & Go customers

Business customers

• Date and time lost/stolen
  
  
• IMEI number
  
  
• Alternative contact number

Some of our tariffs come with International Traveller Service(ITS) which means you will enjoy discounted rates compared to our standard prices, when you make and receive calls abroad. To check if your tariff has ITS log on to MyO2 and you will be able to see what bolt ons are included within your tariff within the My Bolt On’s Summary section

View call charges International Call Service 

Your inclusive data and Wi-Fi allowances only apply to usage in the UK. Downloading 1MB of data in an EU country will cost £3 and the same amount of data in a non EU country will cost £6. We will stop charging you for data abroad when your data usage reaches £40 (inc VAT) wherever you are in the world, you can then use up to 50MB without any additional charges.

We'll also send you alerts when you've spent £20 and £40; when you're nearing the 50MB limit and if you reach it. If you do reach 50MB; your data service will automatically stop, so if you want to use more you'll need to opt in to a higher spending cap (ideally before you go) by calling Customer Services.

To use your data on your iPhone abroad you will need to ensure that you have data roaming switched on, to do this you need to follow the below steps:

• Settings

• General

• Slide the Data Roaming switch across to yes

If you're abroad Wi-Fi will be subject to local charges.

Please note some of the unique features of this iPhone automatically use data services. You may wish to turn off some of these services before you travel e.g. automatic email updates. You can do this by selecting - Settings – General – Network – Data Roaming – switch button to 'Off'.

From the Home Screen, select the Manage Connections  icon and select Mobile Network Options and set Data Services to Off when roaming.

Alternatively you need to contact O2 Customer Care and get data services turned off on your SIM and then re-instated when you return from your trip abroad.

My O2 is where you can manage your O2 account online. You can check your minutes and make payments. Or check your tariff and services. You can make changes too – to your Bolt Ons, or change your username

You can now get My O2 on your mobile and if you have an iPhone you can monitor your bills online with the My O2 App for iPhone. Download it for free on the Apple App Store.Find out more

View our interactive help guide to get more support with your online bill

If you are experiencing difficulties signing into your account this maybe due to the username or password you are using. 

The username you need to view your bill is the one that was set up at the point of sale when your account was initially created. If you purchased your order online you’ll find these details on the email we sent you confirming your order. 

Your username is the first part of your O2 email address. For example, if your email address is'john.smith@o2.co.uk' your username is 'john.smith'. 

Don't worry if you have forgotten either your username or password as these can be easily reset online.

If you have forgotten your password but know your username click the link below: 

Forgotten your Password but know your Username

If you have forgotten your username but know your password then click this link below: 

Forgotten your Username but know your Password

If however you have forgotten both your username and password then please click the ‘Forgotten username and password’ link below. We can then verify your details, remind you of your username and give you instructions on how to reset your password.

Forgotten both your Username & Password

We can then verify your details, remind you of your username and give you instructions on how to reset your password. 

Need more help with your bill? Click here to view our animated billing guide.

Sign in at My O2, then click 'My personal details' on the left of the screen. 

You can update your address, your security question and answer, and your security pin. But you can't change your name here as we've already used them to check your identity.

To change your account name we need to see proof of your name change such as a marriage certificate, deed poll certificate etc. Please print and complete the attached form.

Once completed, you can email a scanned copy of the form and certificate to BusinessTOO@o2.com or send the completed form and a photocopy of your certificate to:

Correspondence Management Team

PO Box 202,Houghton Regis

LU6 9AG

Alternatively you can fax it to 0870 600 2402.

We’ll let you know once we’ve completed the transfer.

Get in touch if you want to cancel. 

Cancellation times and fees 

Your contract runs for a minimum of 1, 12, 18 or 24 months. You can find out which and when it ends (your contract renewal date) at My O2. 

To cancel, we'll need 30 days notice.

If you cancel before your contract ends, you'll have to pay a charge.

Pay Monthly

You can change your tariff every 30 days if you need to. You can move to a tariff with the same monthly subscription, or a more expensive one, at any point in your contract. If you want to move to a cheaper tariff, you'll need to have been on your contract for a certain amount of time. Check yourterms and conditions to find out how long this is.

If you want to change your tariff or find out your options, get in touch with us by email.

You can view all of our tariffs on our website.

Pay & Go

You can change your tariff every 30 days if you need to. Your tariff change will take place right away, but remember that you’ll lose all of the allowances that you have on your current tariff.

You can change your tariff a couple of ways.

- Through My O2

Just sign in. Then click on the My Tariff and Bolt Ons link on the left hand side. You’ll be able to see your current tariff and then underneath that, click the Change My Tariff button. You’ll then see a list of all the tariffs you can change to. Choose the tariff you want and click the select tariff button.

Did you know, you can compare your current tariff to the one you want to move to by clicking the Compare with my current tariff link?

- Send us a text message. To change to:

• Text and Web – send TEXTANDWEB to 21300
• Talkalotmore – send MORE to 21300
• O2 Unlimited – send LINK to 21300
• Your Country – send YOURCOUNTRY to 21300
• Text and Call – send TEXTANDCALL to 21300
• Favourite place – send your postcode to 22204

- Call us free on 2202 and do it automatically over the phone. Just press option 1 then 3 and follow the instructions. .

- Or get in touch by email.

You can view all of our tariffs on our website.

Mobile phone tariffs

Pay Monthly or Pay & Go. It's your choice. We have Pay Monthly tariffs to suit all budgets, or if you prefer to pay by topping up, all our Pay & Go tariffs come with a little something extra.

If you've lost your phone and want to call us, you’ll find the numbers below:

Pay Monthly

Pay & Go

Business

Our teams are available 24 hours a day to help you with your lost phone.

We'll then bar your SIM and handset to make sure that no-one can use them. We'll also send you a free SIM to your home address. This will have your number on.

Moving your number to O2 is simple, just request a PAC (Porting Authorisation Code) from your current service provider, give it to us and we’ll do the rest. Your current service provider should also let you know whether you have fulfilled any contractual agreement you may have with them.

What is a PAC number? 

• A PAC lets you move your number between mobile networks
• It contains 3 letters and 6 numbers
• PACs are valid for 30 days from the issue date

A PAC tells us that you've been given permission to transfer the number to us. We need your PAC before we can transfer your number so you'll save time if you contact your service provider first.

What do I need to do? 

• Buy a new O2 mobile or if you're happy with your existing handset just buy a new sim(but make sure the O2 sim will work in your phone)
• Click on the 'Keep my number form' below

What should I expect?

• We'll send you a text message on the day of the transfer to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
• You'll then lose service on your O2 sim card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number.
• When you've lost service, make sure you have your new O2 sim in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we'll sort it out for you.

What do I need to know before I complete the form? 

Follow the steps below: 

Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number 
Make a note of any important numbers on your old sim card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new sim. You'll find this number on the packaging. 

Watch out for an error message on your screen 
When the transfer starts, you'll see an error message similar to 'sim card registration failed'. At this point, put your new O2 sim into your mobile. 

Remember your network service will be lost for a little while 
You'll lose network service. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

What information will I need to fill in the form?

The form's simple to complete – but check you've got these details before you start

• The mobile number you want to keep
• The temporary mobile number attached to your new O2 sim. You'll find this either on the confirmation letter we sent if you bought online, or on your contract or sim pack if you bought from a store.
• Your new sim card number. It's on the back of your sim card. It's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
• If you've got all this you're now ready to fill in the form

What happens next?

When you've completed the form, you'll receive the following from us: 

• An email back from us advising we've received your form
• A text message from us to say everything's fine with your number transfer
• If we need any more information from you, we'll send you an email

Important Note: Under no circumstances should your existing contract be cancelled before your mobile number transfer is complete. If this happens please contact your service provider immediately.

 Keep my number form

Moving your number from O2 Pay & Go to O2 Pay Monthly is simple. We'll also transfer any credit as well as any loyalty bonus (up to £350). 

What do I need to do?

• Buy a new O2 mobile or if you're happy with your existing handset just buy a new sim
• Click on the 'Keep my number form' below

What should I expect?

• We'll transfer your number and any existing balance within 1 – 4 working hours after you've pressed submit on the form.
• We'll send you two text messages through the day to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
• You'll then lose service on your new O2 sim card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number. It won't take more than 4 working hours.
• When you've lost service, make sure you have your new O2 Pay Monthly sim in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we’ll sort it out for you.
• We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.

What do I need to know before I complete the form? 

Follow the steps below: 

Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number 
Make a note of any important numbers on your old sim card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new sim. You'll find this number on the packaging. 

Watch out for an error message on your screen 
When the transfer starts, you'll see an error message similar to 'sim card registration failed'. At this point, put your new O2 sim into your mobile. 

Remember your network service will be lost for a little while 
You'll lose network service for no more than 4 working hours. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

What information will I need to fill in the form?

The form's simple to complete – but check you've got these details before you start 

• The Pay & Go mobile number you want to keep, and your existing Pay & Go sim card number. Your sim card number is on the back of your sim card, it's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
• The temporary mobile number attached to your new O2 sim. You'll find this either on the confirmation letter we sent if you bought online, or on your contract if you bought from a store.
• Your new sim card number. Again it's on the back of your sim card or you'll find this on the confirmation letter we sent if you bought online, or on your contract if you bought from a store. It's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
• If you've got all this you're now ready to fill in the form. If not, we can remind you in a few days time when you've received your new sim.

What happens next?

When you've completed the form, you'll receive the following from us: 

• An email back from us advising we've received your form
• Two text messages from us, within 4 working hours of sending the form, to say everything's fine with your number transfer.
• We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.
• If we need any more information from you, we'll send you an email. 

Please note:

• If you have a Family Group bolt on you will need to reactivate the bolt on once the migration is complete.
• If you have an International Favourites bolt on during the migration there may be interruptions to the International Favourites service, you may also be sent another welcome message however please disregard this as you will not need to set up your International Favourites numbers again. If you have set up any International Favourite numbers on the new account, these will be lost when the original number is migrated over. It will be the original number/International Favourite account information that will be kept.

 Keep my number form

New customers - device orders

If you've ordered a device from us then this will be delivered to you by courier. We've sent you some emails to tell you about the progress of your order. Once you've got your email to tell you that your device has been dispatched, you can track the delivery online at My O2.

You'll need the username and password that you created when you set up your account. Don't worry if you've forgotten these, we can send you a reminder here too.

New customers - Sim Only order

If you've ordered a sim only deal, our sims are delivered by Royal Mail, First Class Post. These will normally be delivered the next day, but please allow 2 - 3 working days for delivery.

Existing Pay Monthly customers - device orders

If you're an existing Pay Monthly customer and you're expecting a replacement or have upgraded to a new device, you can now track the progress of your order at My O2.

Sign in with your username and password. If you've forgotten these, don't worry, we can send you a reminder here. Once you've signed in, go to My Orders and then follow the instructions.

Existing Pay & Go customers - replacements and upgrades

If you're waiting for a Pay & Go order, you can track this at our courier website. You'll need the order number and the parcel number we've sent you in your confirmation email.

To upgrade your handset call us from 8am to 8pm, 7 days a week.

Call us free from your mobile: 202

Or from a landline (standard rates apply): 0844 809 0202

There are many ways in which you can top up your mobile, please click on the below link to find out how:

www.o2.co.uk/shop/paygotopup

Important

Yes. You can get any Bolt On with Pay & Go Simplicity, except the messaging Bolt Ons. (That’s because you get unlimited texts with all Simplicity allowances.)

Want the internet on your phone? It might be better value to switch to a Simplicity web tariff whcih gives you 500MB of internet browsing rather than adding the O2 Web Bolt On.

In June 2010 we announced a new mobile data pricing model. Instead of offering unlimited inclusive data, we’ll now be offering three inclusive data bundles of 500MB, 750MB or 1GB, depending on which tariff you choose.

Our customers are now using more data than ever and this demand will only continue to increase at a rapid rate with the launch of ever more powerful new smartphones like the Apple iPhone 4 and the Dell Streak.

We’re committed to offering you an experience you expect and deserve – whether your using their smartphone to browse the Internet, send an email or download an application - it’s essential that we change the way we charge for mobile data. To make sure we’re able to continue offering a great data service for everyone, we’re changing the unlimited inclusive data to a fairer data pricing model with a tiered bundle structure.

We announced this on 24 June, and since then all new and upgrading Pay Monthly and Business customers have signed up to a new plan with a data allowance. We have, however, offered a promotion of unlimited data until 1 October. We’ve now extended this until 6 October. New data allowances will now take effect from 7 October.

Monthly / Business

Yes - you are free to change your phone whenever you want during your contract with Vodafone. You can buy a SIM-free phone at any time.

You'll see that the price of a SIM-free phone is higher than the same phone if you renew your price plan. This is because we subsidise the cost of phones you choose on a pay monthly price plan.

Buying a SIM-free phone does not affect your price plan but you may need to update your insurance.

Pay as you go

You can change your phone at any time on pay as you go. Simply buy your new phone and move your SIM into it.

Monthly

There are three ways you can change your price plan.

Online - you can change your price plan online using My account. Just go to My products and plans, and click on View my plan details. If you're eligible for a new price plan, you'll see all the plans you can choose from.

Login to My account

Register for My account

By phone - call us free on 191 from your mobile phone to change your price plan. 
From any other phone, call us on 08700 700191 (charged at the operator's standard rate). 

In Store - drop in at your local store and we'll help you change your price plan.

Find your nearest Vodafone store

Pay as you go

There are three ways you can change your price plan.

Online - you can change your price plan online using My account. Just go to My products and plans, and click on View my plan details. If you're eligible for a new price plan, you'll see all the plans you can choose from.

Login to My account

Register for My account

By phone - call us free on 191 from your mobile phone to change your price plan. 

From any other phone, call us on 08700 776655 (charged at the operator's standard rate). 

In Store - drop in at your local store and we'll help you change your price plan.

Find your nearest Vodafone store 

The price plan for pay as you go is our Simply price plan. If you are on an older price plan, you can change to Simply

Business

We're happy to talk you through the options available to you. To find out more about the price plans that would best suit your business, please contact business customer services - and they will help you switch.

Contact Business Customer Service

Monthly

Access to an account is granted by the account holder, who can specify rules and conditions about who, what and how account access is given.

For example, you can set up a password that must be quoted before access is given. To set this up please contact Customer Service. 

Send an email to Customer Service

Pay as you go

Access to an account is granted by the registered user, who can decide who gets access and what.they can do.

For example, you can set up a password that must be quoted before access is given. To set this up please contact Customer Service. 

Send an email to Customer Service

Business

Access to an account is granted by the account holder, who can specify rules and conditions about who, what and how account access is given.

For example, you can set up a password that must be quoted before access is given. To set this up please contact Customer Service. 

Send an email to Business Customer Service

Monthly

Yes, you can keep your number.

We’ll need your Porting Authorisation Code (or PAC, for short) which you can get from your current mobile provider. Then - whether you join us online, in one of our stores or over the phone - we'll take care of the rest. 

We can transfer your number to our network within one working day or a later date if you prefer – either way, we'll tell you exactly when you can start using it. If you are buying a new phone or SIM with us then you will need your phone or SIM in hand before we transfer your number across. When you're ready, please submit your request online

Your new Vodafone SIM needs to be in the UK on the day of transfer for the port to be successful. 

See our latest offers 

You can find everything else you need in:
Buying online and joining Vodafone > Keep your number and join pay monthly or pay as you go

Pay as you go

Yes, you can keep your number.

Once you've joined us a pay as you go customer, simply get your Porting Authorisation Code (or PAC, for short) from your current mobile provider, please submit your request online 

Alternatively you can call us with the details. If you are calling from a Vodafone pay as you go mobile please call 191 and select option 2 (calls cost 25p). Alternatively you can call us on 08700 776655 and select option 2 (charged at your service provider’s standard rate).

We'll arrange for your number to be transferred to our network within one working day.

Remember to use up all your remaining credit with your current network, as it won't be useable once you transfer your number to Vodafone. 

Your new Vodafone SIM needs to be in the UK on the day of transfer for the port to be successful.

Check out our pay as you go price plans 

You can find everything else you need in:
Buying online and joining Vodafone > Keep your number and join pay monthly or pay as you go

Business

Yes, you can keep your number.

We’ll need your Porting Authorisation Code (or PAC, for short) which you can get from your current mobile provider. Then - whether you join us online, in one of our stores or over the phone - we'll take care of the rest. 

If you are a small business customer, we can transfer your number to our network within one working day or a later date if you prefer – either way, we'll tell you exactly when you can start using it. If you are buying a new phone or SIM with us then you will need your phone or SIM in hand before we transfer your number across. When you're ready, please submit your request online

If you are a business customer with more than 25 mobile numbers to transfer, please contact your account manager.

Your new Vodafone SIM needs to be in the UK on the day of transfer for the port to be successful. 

See our latest business offers 

You can find everything else you need to know in: 
Buying online and joining Vodafone > Keep your number and join our Business users

Monthly / Business

TopUps are only used on pay as you go.

Pay as you go

Scratch off the security panel on your Swipe Card to reveal your unique number.
Call 2345 free from your Vodafone pay as you go mobile and select the option To link and enable an Electronic Swipe Card
Enter your Swipe Card number.

Your TopUp Swipe card is now permanently linked to your Vodafone mobile number, and you can use it again and again.

Monthly / Business

TopUps are only used on pay as you go.

Pay as you go

You can buy TopUp vouchers at thousands of outlets nationwide - including supermarkets, petrol stations and post offices.

Use your TopUp voucher to top up your pay as you go phone in different ways - whichever is most convenient for you:

• go to My account online and select the TopUp Voucher section
• call the pay as you go credit line on 2345 (a free call from your pay as you go mobile phone)
• from any other phone call 08700 778899 (a chargeable call). Follow the prompts, entering the 12-digit number on the voucher receipt when asked.

Monthly

You can normally upgrade 70 days before your current price plan ends. But if you'd like to upgrade earlier, you can do so up to 190 days before your plan ends. 
If you decide to upgrade early, you'll only be able to choose a new plan that's at least the same price as your current one. We'll extend this by the number of days you've got left before your present plan ends. If, for example, you want to upgrade 98 days early, we'll add on those 98 days to your new plan.
We'll also ask you to choose a new phone (although we realise you'll probably want a new one anyway). And you'll also need to pay extra for it, as you're opting to upgrade a long time before your current plan ends.

Pay as you go

You can upgrade at any time on pay as you go.

Business

Business users have their own upgrade offers. Contact your dedicated customer services team for more information. 

Contact Business Customer Service

You can avoid data roaming charges when you're travelling outside the UK by leaving Data Roaming turned off

To enable email, web browsing, and other data services (where roaming agreements make data roaming possible), turn Data Roaming on.

In Settings, choose General > Network and turn Data Roaming on:

• If you use up your 250MB in one particular month you'll then be charged at the standard pay as you go rate of £4 per megabyte. 

• For better value internet browsing, why not buy one of our Orange Extras?  For example you can buy all day internet browsing for just £1. To find out more about Extras, call 450 from your iPhone.

• Customers can also get an additional free internet allowance by calling 343 and switching to the Dolphin package. Dolphin customers get 50MB of internet providing they top up by £10 or more each month. 

what’s happened?

We’ve made some changes to some of our talk plans from 1 April 2011.

We’ve listened to what you, our customers, have said and have decided to make some changes so that what you get from us is even better.

You’ll see changes to:

 monthly line rental prices and out of bundle rates

 some of the cheaper 24 month plans

 how additional benefits are added

we've also:

 introduced a new £1 daily data cap

 refreshed the Panther plans and brought out a new WiFi app

 removed 18 month Sim only plans

You can click on each of the above changes to see detailed information.

who does this affect?

These changes only apply to you if:

• You’re a brand new customer who has joined Orange on or after 1 April 2011.

• You upgraded your phone or device on or after 1 April 2011.

• You asked to change your talk plan on or after 1 April 2011.

what do I need to do?

Nothing at all! We’re just letting you know that we have made things better for you.

When you register your phone you’re asked to choose a talk plan, you may want to change this at some point. You can change your plan to a one of a higher monthly cost at any time throughout your contract (although the actual change won’t take effect until your next billing date). Whether you can lower your plan depends on when you took your contract out or when you last upgraded your phone.

Your terms and conditions will explain when you are entitled to lower your plan. 

You can view details of all available plans in our pay monthly price guide.

You can view your bills, change your tariff and more on Your Account.

You can sign in or register here.

If you'd rather receive a paper bill you can arrange this through Your Account, or you can call customer services.

Depending upon your plan, there may be a charge to receive a paper bill.

Log in or sign up to manage your phone or mobile broadband account. You can use Your Account to check your bill, change your plan and more.

log in or sign up now 
activate your SIM

Before changing your password you need to be aware that:

• Only the account holder can change the customer services password.

• Changing this password won't affect the password you use to sign in to Your Account online.

• Passwords should be at least 6 characters long, with no spaces, containing numbers and letters only.

There are 2 ways that you can change your password:

• Online at Your Account, once you’ve logged in click on ‘change your details’ and then ‘change your customer services password’.

• By calling 150 from a handset that is active on the account that you want to change the password on.

The reason behind why you have changed your name determines what you’ll need to send us:

All letters must be from the account holder and must show your old and new signatures.

If you’d like to use our covering letter rather than writing your own then you can download it and print it out.

You need to either fax or post the required documents and your letter to:

Correspondence Department

Orange PCS

Mercia House

Senhouse Road

Lingfield Way

Darlington

County Durham

DL1 4YB

Fax

0870 374 8162

If you would prefer to fax your documents rather than post them but don’t have access to a fax machine then you can go to an Orange shop and they should be able to fax them for you.

Your request will be actioned within 3 working days of receipt of your letter or fax, but please be aware that your next bill may have your previous name on it due to our bill and print times.

If your date of birth was recorded incorrectly when you set your account up then in order for it to be changed you’ll need to send a copy of your birth certificate, passport or full driving licence to:

Correspondence Department

Orange PCS

Mercia House

Senhouse Road

Lingfield Way

Darlington

County Durham

DL1 4YB

Fax

0870 374 8162

If you would prefer to fax your documents rather than post them but don’t have access to a fax machine then you can go to an Orange shop and they should be able to fax them for you.

Your request will be actioned within 3 working days of receipt of your letter or fax. 

Once you've been with us for over six months you will be eligible for a Best Plan review. No need to sign up or register as you will automatically receive the Best Plan service and a text will be sent to you letting you know when your review is available.

You can manage your Best Plan recommendation online at Your Account, or you can discuss with Customer Services on 150 from your mobile or 07973 100 150 from a landline.

For more support on how to manage your Best Plan at Your Account click here - link to 'how do I manage my Best Plan online at Your Account?'

Please note: Best Plan isn't available to iPhone customers, we're hoping to make it available soon.

what is a PAC code?

PAC is short for "Port Authorisation Code", this code allows you to keep your mobile number if you decide to leave Orange and move to another mobile service provider.

how do I request a PAC?

As a customer of Orange we give you the opportunity to keep your mobile number if you decide to leave us. You will have to request your PAC at the same time you give us your notice that you will be leaving Orange.

• Pay monthly customers dial 150 on your mobile or 07973 100 150.

• Pay as you go customers dial 450 on your mobile or 07973 100 450.

When you get through to our customer support line you will need to advise us that you would like to leave Orange and request your PAC code, if you are a pay monthly customer your account will need to be checked as there will be charges applicable if you are still in contract with us. You will be advised of any charges you will incur for leaving your contract early and if you would still like to leave Orange you will be passed to the customer Retentions team who will be able to handle your request. 

how will I receive my PAC?

We'll send out your PAC by text within 2 hours. Once you've received your PAC it's your responsibility to provide the code to your new service provider who'll be able to place the request for the number to be transferred. 

how long does it take?

• Your new provider should transfer your number the following working day.

• There is no porting activity on a weekend or on English bank holidays.

Here's a table that'll help you work out what day your number will transfer across from when you call us.

Note: You may experience a 'split service' during the day of your transfer, where your can make calls with your old or new network provider, and receive calls on the other. Don't worry, this is often the case, and means the transfer is in the process of going through.

will my PAC expire?

Your PAC code will expire 30 days after it's issued (the number transfer needs to be completed within this period). If you don't use your PAC code to transfer your mobile number your account with Orange will remain active and you'll continue to be billed. You'll need to provide your new service provider with the PAC code to get your mobile number transferred. Once they've processed your PAC code your account with Orange will be closed and you'll be sent your final bill to settle any outstanding charges. If you don't use your PAC code within 30 days you'll need to request a new one if you want to port again and your account won't terminate unless you have specifically requested it to.

You can quickly top up your own phone 24 hours a day, seven days a week in 'Your Account' using a credit/debit card. Simply click here. 

If you're not a registered customer, or you want to top up someone else's phone you can make a one-off top up by credit or debit card 24 hours a day, seven days a week. Simply click here. 

If you have a voucher you can top up any Orange pay as you go phone by clicking here. 

Please note: We currently do not accept foreign credit or debit cards or UK cards registered at foreign addresses. 

 

how you sign up

When you sign up to Your Account for the first time, you'll need to have your phone with you and your 4 digit security code to hand (check your inbox for a text we sent you on the day you bought your phone). 

If you can't find it, don't worry, simply call 450 from your Orange phone (or 07973 100 450 from any other phone) and we can reset it for you. 

 

what else can I do in Your Account?
 

Your Account is our secure online service for managing your mobile account. So not only can you top up with credit/debit card or a voucher, but you can also:

• view your usage history for the last 30 days

• get free texts or minutes by choosing an animal package

• get more cheaper texts or minutes by buying an Extra

• get an hour's worth of calls for 20p by setting-up a Magic Number

setting up text top up

1. Call 450 from your Orange phone (or 07973 100 450 from any other phone) to add a credit or debit card to your account.

2. Text the last 4 digits of your credit / debit card, the 2 digit top up amount (this can be £5, £10, £15, £20, £30, £40 or £50) and the 3 digit card security code (4 digits for Amex cards) to 2886 as shown below:

e.g. type '05' if you want to top up by £5

3. Save 2886 as 'Top up' in your address book

4. Once you've sent the text message remember to delete it from your Sent items. 
    

call us

And if text top ups aren't for you, you can always call 450 from your Orange phone (or 07973 100 450 from any other phone) to top up with a credit/debit card or a voucher. 

 

if you're abroad

As you won't be able to use text top up whilst you're on holiday, remember that you can still top up online or you can call +44 7973 100 450 and top up with a credit/debit card over the phone.

top up when shopping

If you're out doing some shopping and prefer not to top up by text, then you can top up at an Orange shop or an appropriate retailer with a voucher.

how to top up with a voucher

Simply visit any Orange shop, supermarket retailer or corner shop to buy a voucher (look out for the green top-up logo).
Call 450 from your Orange phone (or 07973 100 450 from any other phone) and follow the steps.

finding the elusive number

These days, vouchers look more like till receipts than the traditional scratch off vouchers. It can therefore sometimes be difficult to pinpoint which number you need to use to top up your phone. You're after a 12 digit number which is normally called 'voucher number'.

View some examples of what they look like.
 

buying vouchers for others

Vouchers make great presents so why not treat your friends and family to the gift of free calls and texts? Go to www.orange.co.uk/topupvoucher and apply the voucher to their Orange phone. 

what happened?

On 1 March 2011 we made some changes to the charges for calling premium rate numbers starting with 09.

These changes apply to every pay as you go customer.

If you called an 09 premium rate number in the three months before 1 March 2011 you'll have received a text message from us to let you know about these changes.

what do I need to do?

Nothing! If you want to know more about the price changes all you need to do is click on the link in the text message that you got from us. You'll be taken to a page that shows you exactly what has gone up and by how much.

more information

The charge for calling a premium rate number starting with 09 has changed to either £1 or £2 per minute. We've made this change to make things simpler for you; before 1 March the price changed massively depending on who provided the 09 service.

You can use our premium rate call charges tool to see exactly what you'll be charged for calling a 09 premium rate number from your pay as you go mobile phone.

The analysis date is the date in which your top ups for the previous month are analysed so that we can give you the right reward based on your total top-ups.

Here are a few things to remember when you are considering moving to another package:

• If you migrate from a reward based package to a non-reward based package e.g. Racoon, you will keep the existing reward bundle until it is used up or expires.

• If you migrate from a reward based package to another reward based package on monthly analysis, you will keep the existing analysis date and reward bundle until it is used or expires. The new reward will be received within 72 hours of analysis date, providing you meet the minimum top-up requirement. The exception to this is the Monkey package, where we will re-analyse and give the you a new reward within 72hrs. All old rewards will remain until used or expired.

• If you migrate from a reward based package to another reward based package i.e. Canary to Dolphin, on daily analysis (if you haven't topped up in the month or you are a new customer), the new reward will be received within 72 hours after you meet the minimum top-up requirement for your new package.

At Orange we believe there's no substitute for a good old-fashioned chat. That's why we've introduced Magic Numbers - a way to help you stay in touch with those who matter to you most. 

A Magic Number can be any Orange UK mobile number or an Orange Broadband Wireless and Talk number.

If you're on pay as you go, you can talk for up to an hour for just 20p. You can have up to 3 Magic Numbers from your first day with Orange.

A Magic Number can be removed from your account if the number is changed, moved to another network (so is no longer an Orange number) or if the number is barred for any reason. If this is the case then you'll receive a text saying:

Hi from Orange, 07xxxxxxxxx is no longer available as a Magic Number. Go to www.orange.co.uk/youraccount/ to replace it.

If this happens then you can immediately register a new Magic Number.

Calls to your Magic Numbers cost 20p and you can talk up to an hour. Once the call has exceeded 60 minutes you will be charged at your standard tariff rate. Just top up by a minimum of £10 per month to get your discounted calls.

Note: Magic Number rates only apply if you're calling from within the UK.

Enjoy unlimited calls to your Magic Number, subject to a fair usage policy of three hours per day, per Magic Number. See Terms and Conditions for more information.

Excludes: If you have joined the new Racoon (available from 26th August 2010 and with 12p texts and per minute calls) then Magic Numbers are not compatible with your package.

• By calling customer services on 450 from your Orange mobile, (07973 100 450 from a landline).
• Via our IVR automated service on 450.
• Through Your Account online.
• If you have an iPhone you can manage your Magic Numbers through the 'Your Orange' application. If you follow the 'Magic Numbers' link from the home screen of the app, you'll be presented with a screen which shows any Magic Numbers you have currently set up on your account. If you do not have any set up, you will be given the option to do so.

Once set up all you need to do is top up by a minimum of £10 per month to get your discounted calls.

Please note: If you have joined the new Racoon (available from 26th August 2010 and with 12p texts and per minute calls) then Magic Numbers are not compatible with your package.

Before changing your 4 digit ID you need to be aware that:

• Only the account holder can change the 4 digit ID.

• The ID 0000 is not allowed.

There are 2 ways that you can change your 4 digit ID:

• Online at Your Account, once you’ve logged in click on ‘change your details’ and then ‘change your 4-digit ID’.

• By calling 450 from your handset or 07973 100 450 from a landline and speaking to a Customer Services agent (call charges may vary).

The reason behind why you have changed your name determines what you’ll need to send us:

All letters must be from the account holder and must show your old and new signatures.

If you’d like to use our covering letter rather than writing your own then you can download it and print it out.

You need to either fax or post the required documents and your letter to:

Correspondence Department

PO Box 10
Patchway
Bristol
BS32 4BQ

Fax

0870 374 8162

If you would prefer to fax your documents rather than post them but don’t have access to a fax machine then you can go to an Orange shop and they should be able to fax them for you.

Your request will be actioned within 3 working days of receipt of your letter or fax.

top up from an ATM

There are over 50,000 ATM's that you can use to top up your phone, or someone else's phone. Look for the green top up logo on the ATM.

how to top up at an ATM

• insert the payment card that you want to use and enter your PIN as normal

• select 'mobile phone top up' from the main menu of the ATM

• select 'Orange'

• choose amount (£10, £15, £20, £30, £40 or £50)

• enter the mobile number you wish to top up (you will be asked to enter this twice to make sure the correct mobile phone is topped up)

You will get confirmation that the top up has been successful on the ATM screen as well as a printed receipt and it will be applied to your phone immediately. 
 

if you're on pay as you go:

Great news - your phone is already set-up to be used abroad, you don't need to do anything except relax and enjoy your trip, although you may want to top-up before you go. 
 

if you're on pay monthly: 

To check whether your phone is already set-up to use abroad sign-in to Your Account, or call us on 150 from your Orange phone (07973 100 150 from any other phone) and follow the instructions. You'll need to call us at least 24 hours before you leave the UK to get set-up, if you're leaving within the next 24 hours give us a ring anyway and we'll do everything we can to help.

There's no connection fee or monthly charge to set-up your phone to be used abroad, but connection is subject to status and we may ask for a deposit. 

You only need to set up your phone once. After that, it's always ready to use abroad.

tip: Your can check within Your Account to see if you have international access. An airplane symbol will be displayed at the top right of your screen if you do.

Check out our O₂ Guru TV video below:

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