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Access for all

Here at O2, we want to make sure that everyone can enjoy our services. Here’s how we can help if you have any special requirements.


Picking the right phone

If you have reduced mobility, learning difficulties, or vision and/or hearing impairments, there’s a wide range of mobiles available to meet your needs.
We’ve put together a guide to help you find the right mobile. Download it here, or email thinkbig@o2.com for a copy in Braille, large print or audio format.


Help using O2 services



If you’d like to receive your monthly bill in Braille, large print or audio format, let us know when you sign up in an O2 store, or:



You can also get someone else – like a family member or carer – to handle your bills, by sharing your password with them.


O2 Mobile Textphone (Text Relay)

Mobile Textphone lets you connect your phone to a keyboard to write conversations in real time. To make a text call, just add 18001 to the front of the number.
If you're calling another textphone, you can type a message and the conversation appears on their screen in real time. If you're calling a normal phone, you'll be connected to an operator who will read your messages to the person you're calling and type their replies.


Anyone can call you by adding 18002 to the front of your number – they’ll be connected to an operator who will convert their speech into text for you.


  • Calls to 18001 and 18002 are free for the first 45 seconds, then 4p per minute (including VAT). Text relay calls aren’t included in the minutes allowance on your tariff
  • In an emergency, 18000 is the free textphone equivalent of 999
  • If you’re hard of hearing, emergencySMS lets you text 999 with your emergency. Register here


Directory enquiries

If you have trouble using a printed directory, register your details to access Directory Information and Directory Enquiries by dialling 195 – this service is free.


Other questions

If you have any other questions about accessibility:


  • Pay Monthly customers: Call 0844 847 1426
  • Pay & Go customers: Call 0845 600 4302
  • Broadband or O2 Home Phone customers: Call 0800 230 0202


Or, you can email our customer service team here.


O2 stores

All our stores are accessible for people with disabilities. To find out about accessibility at your local O2 store, visit DirectEnquiries.com and search for O2 Plc.
In our stores, you can:


  • Use a hearing loop
  • Ask for somewhere to sit down
  • Ask for extra help reading information out for you, or writing explanations down
  • Get help filling in forms
  • Ask for help setting up your phone
  • Phone ahead to book time with a trained advisor


Our advisors can help you find a phone to suit your needs and get it set up for you. It’ll come with a 14 day money-back guarantee. So if it's not quite right, bring it back and we’ll swap it for you.


More information

Click here for a list of organisations that can provide more advice and resources to help you get the most from your phone.


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