Some of our most frequently asked questions (FAQ)

If a child has a phone with internet access, can I control what they are able to access and download?

Yes, you can use our Parental Control service, which limits the web access of a phone to a small number of sites that are suitable for young people. You can activate Parental Control quickly and easily by click here or calling our automated service on 61818.

Can my child change the web access controls that I set on their phone?

You can only change the Parental Control settings on the phone using a 4-digit pin code. So if you'reyour child doesn't know this pin code, they won't be able to alter the settings.

If my child is being bullied on the phone or receiving worrying calls and texts, can I have certain numbers barred from calling? Can I bar a phone from receiving calls from withheld numbers?

We cannot bar certain numbers from a phone, especially non-premium rate numbers, but we can change the phone number for you. If you would like us to do this, please call customer service on 0845 521 4000. There is no charge for the first time we change the number. Withheld numbers can not be barred from the mobile operator, but some devices may be able to do this. Please refer to your handset manufacturer’s guide.

Is there anyone at O2 that I can talk to about abusive or malicious calls and texts?

Please call customer service on 0845 521 4000. If required, they will refer your case to the Nuisance Call Bureau, a specialist team that investigates all nuisance and malicious calls.

Can I get a record of the calls made to and from my child's mobile? Can I get a similar log of the texts sent to and from the phone?

On pay monthly phones, the monthly statement sent to the bill payer gives a breakdown of the numbers dialled and the text messages sent, but we are unable to log the calls and texts received on a phone. On pay and go phones, there are no statements, so these records are not available.

Are there any health and safety guidelines for the length of time it is safe for children of different ages to use their phone?

The scientific consensus is that mobile phones are not a threat to the health of either children or adults. However, the Department of Health recommends that parents limit their children’s use of mobile phones, as a precautionary measure.

What do I do if a phone is stolen? As well as telling the police, should I report it to someone at O2? What will they be able to do to help me?

Please call customer service on 0870 521 4000 and we will immediately put a restriction on the phone number. By doing so, nobody will be able to make or receive calls with the missing handset or SIM.

Can my child access adult content when using a contract phone that is in my name?

If you are handing your phone over to a child, we would advise you to activate Parental Control on the phone by click here or calling our automated service on 61818.

What can be done to stop my child running up a big bill in premium rate texts?

Agree a spending plan, make sure your child knows the cost of a service or a product (such as ring tones or wallpapers) before they buy it, and always read the terms and conditions. Premium rate voice calls can be blocked by calling customer service on 0870 521 4000.

How much does it cost to block 18+ content on a phone?

It is free to block 18+ content on a phone. Just call 61018 and follow the prompts.

How long does it take to activate a block once I have dialled 61018?

Activation should happen within one hour.

My child uses their mobile to access chat rooms. I am told the chat rooms are moderated, so does this mean they are 100 per cent safe or do I still need to be aware of what my child is doing on their phone?

All of the O2 chat rooms and the chat rooms provided by our partners are moderated by both humans and automatic tools. Moderation means there is a person and a system picking up on inappropriate words and conversations that could pose a risk to people in the chat room. Please note that open internet chat rooms may not be moderated in this way.

If my child receives premium texts without a subscription, can they get their money back?

Please call our customer service on 0870 521 4000. We will look at the billing records to see what texts have been sent and received. If there has been a breach by subscription service provider, we will refund the money that was taken.

Please let us know if you think there's an issue we haven't covered. You can email us at protectourchildren@o2.com