Pay Monthly customer service
0344 809 0202Getting to the right team
We don't yet know how O2's phone menu is structured, so we're not going to guess. If you work it out, we'd like to hear from you.
Before you call
What to know first
Find out what it will cost before you ring. O2 publishes a self-serve check: text INFO to 85075 and it returns an estimate of your charges or credit. Going in knowing the number is worth more than any script.
The retention queue keeps different hours to the main line. O2 lists it as Monday to Saturday 8am–8pm but Sunday 10am–6pm — two hours later than general customer service. Ring on a Sunday morning and you will reach the wrong team or nobody. Verified
O2 does not publish a phone-menu path for cancelling, so we are not going to invent one. It does warn that you will be asked a security question before you speak to anyone, which you can set in the My O2 app beforehand. Verified
The codes
How to actually leave
Keep your numberText PAC to 65075
A PAC ports your number to the new provider. Give it to them, not to O2.
Start freshText STAC to 75075
A STAC closes the account without taking your number with you.
O2 says the code arrives within 60 seconds. You cannot use the text route if you have an Apple Watch linked to your account, or more than one number — call instead. Codes last 30 days, and you can still request a PAC up to 30 days after leaving. Verified
What it costs
Notice, exit fees and the handset
Notice30 days
Unlike Three, O2 does require 30 days’ notice, given through My O2 or by contacting them. Any overdue charges and any device plan must be settled before you leave.
Leaving earlySIM Only: the rest of your term, minus 4%.
O2 adds up the remaining monthly airtime charges including VAT, then deducts 4% for early receipt. Its own worked example: a 12-month contract at £21 a month, cancelled after six months, is £126 less 4%, so £120.96. Your final bill arrives 14 days after disconnection — do not cancel the Direct Debit before it is paid.
Your handsetOn O2 Refresh the handset is a separate debt.
O2 states that on Refresh you pay no early termination charge on the airtime plan, but any outstanding device plan balance is still owed. End the airtime inside the first 24 months and the device plan must be settled in full; after 24 months the two unlink and you can keep paying monthly instead.
Your rights
What you're entitled to
- Your code has to arrive within a minute. For residential customers Ofcom requires the losing provider to send a PAC or STAC no later than one minute after the request. Beware of guides quoting two hours or two working days — those are the rules for business customers. Verified
- Text is not the only route they must offer. Providers must give at least three free ways to get a code: by text, online through your account, and by phone. Text and online have to be available at all times. Codes last 30 days. Verified
- Switching kills the notice period. If you move using a code, your old contract terminates on the working day the switch completes, and your provider must not bill you for any notice period running past that date. This is the single most valuable rule here — it does not, however, cancel an early termination charge if you are still inside your minimum term. Verified
- They must tell you what you still owe on the handset. The switching information sent with your code must say whether the handset sits on a separate contract, and either what is still payable on it after you move or the date you stop paying. It must also give your total final charge as a single figure. Verified
- The switch itself is quick, and free. Porting must complete within one working day, any loss of service must not exceed one working day, and no charge may be made for taking your number with you. Your number stays portable for at least a month after you leave. Verified
One rule is worth more than any script: switch with a code and your provider cannot bill you for a notice period beyond the switch date. The full explainer, including what it does not cover, is here.
Where this comes from
| Claim | Source | Checked |
|---|---|---|
| Number 0344 809 0202, 202 from an O2 mobile, and Pay Monthly hours | O2’s own contact page and its Leaving O2 page | 26 July 2026 |
| Retention queue hours, including the later Sunday opening | O2’s own contact page | 26 July 2026 |
| 30 days’ notice requirement | O2’s own Leaving O2 page | 26 July 2026 |
| Early termination calculation, the 4% deduction and O2’s worked example | O2’s own Leaving O2 page | 26 July 2026 |
| O2 Refresh airtime and device plan treatment | O2’s own Leaving O2 page | 26 July 2026 |
| Text INFO to 85075 for a cost estimate | O2’s own Leaving O2 page | 26 July 2026 |
| A phone-menu option for “thinking of leaving O2” | Appears in community forum posts only; not published by O2 | Unverified |
Bill Watch
One email, three weeks before your renewal or fixed deal ends, telling you it's time to shop around. Free, and that's the whole product.
No spam, no sharing your address, unsubscribe in one click. We'll email you once to confirm — the reminder only starts after you click that link.