Landline

Help & support

Landline | Help & Support | O2 Business

Landline

Find out more about your landline from O2 Business and how you can solve some of the most common issues.

Set Up, contact and additional Features

How much does O2 Landline cost?

You can find out more about Landline costs here.

I want to change my number, how do I do this?

You can contact your account manager, Partner or call business customer services on 0800 977 7337. Please be aware that the SLA for a change of number for a single line is 1 working day, the SLA for change of number for multiple lines is 3 working days. If you want to change the number due to nuisance calls you will be referred to our Nuisance Call Bureau.

How do I add additional features to my line?

Additional features such as Call Barring or Call Divert can be added at any time. Please contact your account manager, Partner or call business customer services on 0800 977 7337 to make the change.

WLR Closure -Product Impact FAQ

How do I know whether my business is affected?: Link to BT open reach coverage checker
I'm on a stop sell exchange, will my service stop working?: Not right away, even though you are connected to a stop sell exchange your current service will continue working for the next 2 years.
Can I order a new O2 Landline, Multiline or ISDN line?: If your address or business premises is connected to a BT Open reach exchange that has been flagged as stop sell, we can no longer offer any landline services at that address. Some Broadband services will also be unavailable.
Can I add optional features to my lines?: Yes customers connected to stop sell lines will still be able to use calling and network features such as barring, call diverts and call forwarding.
What about reconnecting a stopped line?: Unfortunately not, we will no longer be able to restart stopped lines on impacted exchanges.
Will I be able to take my line to another provider.: No, the Stop sell is industry wide and moves between fixed service providers will no longer be possible for services on stop sell exchanges.
Can I add additional lines or channels to my existing service?: No, no additional channels can be added to an ISDN line that is impacted by a stop sell
Can I use my landline for a broadband connection?: ADSL and Fibre to the Cabinet broadband services will no longer be offered at stop sell exchanges but newer products such as Fibre to the Premises (FTTP) and SoGea services will be available.
Can I upgrade my existing broadband speed if I am on a stop sell exchange?: Unfortunately our current Fibre to the Cabinet (FTTC) products will no longer be available on stop sell exchanges. Newer Fibre to the Premises products will be available in the future.
Can I terminate without penalty if I am in contract?: Your current service will continue to be supported through the rest of your contract so a termination in contract would mean termination fees could apply.
Can I terminate without penalty if I am out of contract?: If you’re out of contract, you are free to cancel the service without any additional fees, subject to any contractual notice period
If I am on a fixed line and want to take business voice but I am in contract what does this mean?: We have a number of products that can support voice and connectivity needs of your business after the stop sell such as Business Voice and Audio Conferencing. Find out more here.
If I move premises and am in contract what does this mean?: If your new premises is connected to a stop sell exchange and we are unable to provide a new service, you will be able to cancel your contract without any termination fee's.

Faults

I’ve got a fault on my line what do I need to do?

You can contact your account manager, Partner or call business customer services on 0800 977 7337. In preparation the call handler will ask a series or fault diagnostic questions to help pin point the nature of the fault, they will also perform a line test as part of the fault diagnosis. The call handler may advise you to:

Locate the main socket into your premises to help determine if the fault lies here or not. The main socket is usually located where the line enters the premises
Unplug any extensions
Unscrew the front plate from the socket o Plug the phone into the ‘test socket’
Make a test call o If the fault still exists are you able to try a different phone in the test socket with a phone you know if working?
If not then the call handler will perform a test call to check the line.
If the line test passes then the call handler will need to book an engineer appointment for you to investigate further, they will make you aware that you may be subject to charges for this if the fault proves to be on your own equipment or wiring.

I’ve got a fault with my equipment what do I do?

You will need to know who has provided your equipment and refer back to the manufacturer who provided it.

How do I chase an existing fault on my landline?

Please contact your account manager, Partner or call business customer services on 0800 977 7337 to find out the progress on your Landline fault.

Care packages

What care package do I have and what does it mean?: Details about our care packages and what they include can be found here.
Can I upgrade my care package?: Yes you can but there will be additional charges for this. For example if you are on Care level 2 and want to upgrade to care level 3 you can do so at any point in your contract, however the upgrade will take 24 hours to be recognised by Openreach therefore you cannot upgrade while you have a live fault, in this instance you can choose the expedite option, click here for details.
What care package do I have and what does it mean?: It is important that you have a Care package that ensures important lines are repaired quickly, details about our care packages and what they include can be found here. Landline Care packages can be upgraded at any time during the contract. Please contact your account manager, Partner or call business customer services on 0800 977 7337 to find out the Care package associated with your line.