Dealing with bullies

A mobile phone is great for staying in touch with friends and family. The trouble is that they are sometimes used by bullies to make upsetting phone calls, post comments or send nasty or threatening text messages, or picture messages online. Some messages are sent to the bully's victims and some are sent to other people as a way of spreading malicious stories.

What to do if your child is affected by bullying

Step 1: The first thing you may wish to do is to get your child's school involved. If the problem is more serious, you can also talk to the police.

Step 2: Call our customer service on 0870 521 4000. We can offer practical advice, which may include changing your child's mobile number. If it's the first time you have asked us to do this, we will change the number free of charge.

Step 3: If it's not possible to change the number, or if this has been tried before but been unsuccessful, the next port of call is our Nuisance Call Bureau (NCB). The NCB can be reached by email at ncb@o2.com [HYPERLINK "mailto:ncb@o2.com"] or by calling customer service, who will arrange for someone from the NCB to call you at a convenient time for you.

Advice for children about dealing with bullies

Keep your mobile with you when you're out. You don't want people to be able to see your number if you're not around.
Leave your name off your voicemail message, so bullies won't be certain who it is they're calling.
You don't have to reply to any text or picture messages you don't like, but make sure you show them to someone you trust. If possible, show them to a parent or guardian, but if you don't want to do that, show them to a teacher at school or to your best friend.
Keep a note of the times and dates of any bullying or abusive messages, and remember to keep the message itself.
It's not a good idea to send a message to someone when you're upset. Wait until you've calmed down and had time to think.
Try turning your phone off sometimes. It doesn't have to be on all the time.

Dealing with nuisance calls

Young people can sometimes receive nuisance calls and other unwanted calls. In many cases, the calls are simply annoying, but they can also be upsetting and frightening, especially if the calls are in any way threatening.

It's important that young people know and understand that they don't have to put up with these calls. The calls can be stopped and should be stopped.

You can talk to O2 if your child is receiving nuisance calls or some other form of unwanted contact. We have a team of dedicated people - the nuisance call bureau (NCB) - who can help you. Please call our customer service for more information.

Advice for children about stopping nuisance calls

Anybody who receives a nuisance call should stay calm. Most people who make these sorts of calls want to upset you, so showing no emotion might put them off and they won't try to bother you again.
When answering the phone, just say "Hello". Let callers identify themselves to you before you start talking to them.
If you receive a malicious call, put the phone down and ignore it for a few minutes before hanging up. This wastes the caller's time and money and can put them off. If your phone rings again, don't say anything when you answer it. A genuine caller will speak first.
If you have a Bluetooth phone, you may receive unwanted messages from other Bluetooth users who are nearby. If you think you've been sent a message from someone you don't know, it's best not to accept it.
Remember that you can reject a call if you don't recognise the number that comes up on your handset or if the number has been withheld.
If you're worried or upset by any call you receive, it might be a good idea to talk to a parent or guardian about it. If you don't want to do that, you should tell a teacher at your school.