How phoneswitcher Works — and Who We Are

Our promises

• We are independent of O2 and every other network.
• We never charge you a fee for calling us.
• We never ask for passwords, PINs, one-time codes or payment details.
• We say what we can't do, before the call starts.
• Every figure we use is sourced and dated.
• We always show you how to reach O2 directly.
• No testimonials, counters or countdown timers anywhere on this site.
• Corrections we make to a figure or a claim are published, not quietly edited away.

How we are paid

You are never charged a fee by phoneswitcher for calling us. Your call is answered by independent UK advisers working with phoneswitcher. phoneswitcher may receive a fee from its advisory partners for the call.

What a call looks like

1. You call phoneswitcher's own advice line, not O2.
2. An independent UK adviser working with phoneswitcher talks through your bill or question with you.
3. If you still need O2 to act, we tell you what to say and you contact O2 yourself.

What we will never do on a call

• Ask for your O2 password, PIN, one-time code or payment details.
• Access, change or view your O2 account.
• Issue a refund or credit.
• Fix a signal or network fault.
• Cancel, upgrade or alter your contract.
• Connect or forward your call to O2.

If anyone claiming to be us asks for passwords, PINs, codes or card details, hang up.

Data we cite and how often we re-verify

Every figure on this site traces back to a named, dated source in our Sources and Verification Register. We do not treat a figure as settled once it is published — it is checked again on this schedule:

• Ofcom publications: every 6 months, and again within 10 working days of a new Ofcom release.
• O2's publicly posted terms and prices: every 3 months, and again every April when annual price changes usually land.
• Which? and Citizens Advice material: re-checked as soon as a new edition is published.

A figure we can no longer verify is removed from the site rather than left to go stale.

Who we are

phoneswitcher is an independent information and advisory service. We are not O2. We are not affiliated with, endorsed by or acting for Virgin Media O2 or Telefónica UK Limited. We cannot access O2 accounts, change contracts, issue refunds or fix network faults. Only O2 can do any of that.

O2 is a trade mark of its owner, used here only to describe the services we help customers understand.

Complaints

A complaint about phoneswitcher comes to us directly through our complaints page. This covers how we answered your call, something on this site, or how we handled your information.

A complaint about O2 itself follows O2's complaints process, not ours. That covers your service, your contract or your bill. We can help you plan what to say, but the complaint and its outcome sit with O2.