Terms of Use

Who we are

phoneswitcher is an independent information and advisory service for people with an O2 mobile account. phoneswitcher is an independent information and advisory service. We are not O2 and 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.

These terms apply to the phoneswitcher.co.uk website and to any call you make using the phone number on this site.

What the service is

We publish plain-English pages that explain common O2 billing and contract situations, using figures we have sourced and dated ourselves. If you call the number on this site, an independent UK adviser working with phoneswitcher talks through your bill or question with you. This helps you go into your own call with O2 better prepared.

We help you prepare for your network call; we do not provide network support ourselves.

What the service is not

phoneswitcher is not O2 and has no affiliation with Virgin Media O2 or Telefónica UK Limited. We cannot access, view or change your O2 account. We cannot issue a refund or credit, fix a signal or network fault, or cancel, upgrade or alter your contract. We cannot issue a PAC or STAC code; O2 handles those requests itself, usually by text and at no cost to you. If you need O2 to take any of these actions, you contact O2 yourself, and we show you how on every page.

Nothing in these terms, and nothing an adviser says on a call, narrows, limits or removes the independence disclosure shown on this site. Any clause that appeared to do so would have no effect.

Not legal, financial or regulated advice

Nothing on this site and nothing said on a call is legal advice, financial advice, or regulated financial or credit advice. We explain how billing and contract terms generally work, in plain language, so you can ask O2 better-informed questions. Your own contract, bill and circumstances may differ from the general examples we use. If you need legal, financial or debt advice, ask a qualified, regulated adviser for your own situation. Citizens Advice and the Financial Conduct Authority list where to find one.

Using this website

You may read, print and refer to pages on this site for your own personal, non-commercial use, including the checklists we provide to help you prepare for a call. You must not copy, republish or redistribute our pages, or scrape the site, without asking us first.

We try to keep every figure on this site accurate and dated, and to correct mistakes when we find them, as explained on our Sources page. We do not promise the site will always be accurate, available at all times, or fit for any particular purpose beyond general information. You should always check the exact figures on your own bill or O2 notice before relying on anything here.

Calls to phoneswitcher

Calls are answered by independent UK advisers working with phoneswitcher, not by O2 staff. 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.

Limits on our liability

We give general information in good faith, not a personal recommendation. To the extent the law allows, phoneswitcher is not liable for a decision you make about your O2 account, or for any loss that follows from relying on general information on this site instead of checking your own bill, contract or the terms O2 itself gave you. The law does not allow some liability to be restricted or excluded. We do not limit or exclude liability for death or personal injury caused by our negligence, or for fraud.

If you believe a figure on this site is wrong or out of date, tell us using the Contact page. We will check it against the source and correct or remove it if needed.

Governing law

These terms are governed by the law of England and Wales, and its courts have jurisdiction over any dispute. This does not stop you bringing a claim in your own local court if the law gives you that right.

How to complain

If you are unhappy with phoneswitcher, including with a call you had with one of our advisers, tell us first. Use the details on our Contact page, so we can look into it. Our Complaints page sets out what happens next and how long it should take.

If your complaint is instead about O2 itself, such as your bill, your contract or your service, it has to go to O2. Only O2 can look into or resolve it.

Changes to these terms

We may update these terms from time to time, for example when a law changes or when we improve how a page is written. The date at the bottom of this page shows when it was last updated. Continuing to use the site after an update means you accept the current version.

Related pages

• Privacy Notice — how we handle your information and call recordings.
• Complaints About phoneswitcher — how to raise a concern with us.
• Contact phoneswitcher — phone, email and postal details.
• O2 Bill Help — common reasons an O2 bill is higher than expected.
• O2 Contract Ending — out-of-contract options, cancelling and PAC codes.
• How phoneswitcher Works — the full Transparency Dashboard.
• Sources and Verification Register — every figure we cite, and when we last checked it.