You can get in touch with us on 01204 672626 or email us at [email protected]. You can also contact us using Text Relay Services.

Yes you can. Get in touch at [email protected]

Yes, you can. Call us on 01204 672626, or email us at [email protected], and we’ll sort this for you.

Yes, you can. We can provide bills and other contract summary and information documents in Braille, in large print or on coloured paper.

Just call us on 01204 672626, or email us at [email protected], and we’ll sort this for you.

Yes, you can. Just give us a call on 01204 672626 or email [email protected], and we'll be happy to help get everything set up.

If you've asked someone to manage your account on your behalf, they'll be able to help you with your account details. However, they'll not be responsible for any payments due on the account. As the account holder, you'll still be responsible for any charges and payments.

Power of Attorney

If you've appointed someone to make decisions on your behalf, or you're acting for someone else under a Power of Attorney, we're here to help.

Just get in touch with our team and we'll guide you through the process. We'll need a copy of the relevant legal document so we can update the account and make sure the right people have the right level of access.

Once everything's set up, we'll do our best to make managing the account as straightforward as possible.

If you’re deaf, hard of hearing or have a speech impairment, Relay UK helps you make and receive calls your way, using an app or a textphone. You can download the Relay UK app for free from their website, and you’re good to go. 

Relay UK gives you a few options depending on how you like to communicate:

• Type & Read
• Speak & Read
• Type & Hear
• Speak & Hear

To call us using Relay UK, just dial 18001 followed by our full number, 01204 672 626.

The service itself is free to use. When you make a call using Text Relay, you’ll just pay your normal rate – so if you have inclusive minutes with AO Mobile, the call will come out of your allowance. If you’re calling a premium rate number, this will be charged at the standard rate.

Emergency calls are always free.

For more information, visit Relay UK.

Using Directory Enquiries free of charge 

If you're unable to read or hold a phone directory due to sight loss or another disability, you can access our Directory Enquiries service by calling 195 from your mobile.

Before using the service, you'll need to register by calling 0800 587 0195.

Calls to both numbers are free.

999 BSL allows deaf British Sign Language (BSL) users to contact emergency services through a qualified BSL interpreter.
You can access the service through:

• The 999 BSL app (available on iOS and Android)
• The 999 BSL website

The service is provided by Sign Language Interactions (SLI). For more information, contact SLI directly or visit 999bsl.co.uk.

If you're deaf, hard of hearing, or have a speech impairment and need to contact the emergency services, you can register for Emergency SMS.

Simply text "register" to 999 or 112. More information is available through Relay UK.

Losing someone is never easy, and we're here to help make things a little easier during a difficult time.

If you need to notify us of a bereavement, please get in touch using any of the contact methods above. Our team will guide you through the process and do everything we can to support you.

We understand that your circumstances may change from time to time, and that this may lead to financial difficulties. We’re here to support you and can offer help if this happens.

For support, get in touch by calling 2626 from your AO Mobile, or on 01204 672 626.

You might also want to seek free, independent advice from trusted national and local organisations, including:

• Citizens Advice
• StepChange
• National Debtline
• Help for Households
• MoneyHelper

A range of free debt advice services is available online, by phone, or in person. To find the option best suited to your needs, please visit: https://www.moneyhelper.org.uk/en/money-troubles/dealing-with-debt/use-our-debt-advice-locator

You can view your bills, manage payments and more through your My AO Mobile account here.

You can add up to 9 additional SIMs through your My AO Mobile account here. Just let us know who they’re for and we'll do the rest.

Every SIM you add to your account will be £6 cheaper than full price. You can add up to 9 extra SIMs meaning savings for the whole family!

Your AO Mobile plan covers everything you need day to day, but if you ever go over your allowance, a spend cap makes sure there are no surprises on your bill.

Yes, at any time. Pause, remove or adjust it through your My AO Mobile account.

1. To change your spend cap:
2. Log in to your My AO Mobile account.
3. Go to “Plan & Add-ons”
4. Select “Spend cap”
5. Choose your preferred limit or set it to £0 if you don’t want to spend anything beyond your plan.
6. Save your changes. Your new cap will update almost immediately.

The maximum spend limit is £40 per SIM.

We’ll also send you alerts if you’re getting close to your limit, so you stay in control at all times.    

Charges covered by the spend limit may include:

• Calls, texts and picture messages outside your allowance
• Calling abroad
• Roaming outside your allowance
• Access charges for premium numbers (09, 118, 084, 087, 070)

A small number of things sit outside it:

• Your monthly recurring charges e.g. plan charges
• Any add-ons like roaming bundles
• Service charges for premium numbers (09, 118, 084, 087, 070)
• Admin charges and late payment fees

Great question. If you’re travelling abroad or are close to the border of another country, your phone may connect to a foreign network without you realising. To avoid accidental roaming charges, you can turn off roaming completely by:

On iPhone:

1. Go to Settings
2. Select “Mobile Data”
3. Select “Mobile Data Roaming Off”
4. Turn data roaming off

 On Android:

1. Open Settings
2. Select “Network & Internet or Connections”
3. Select “Mobile Network”
4. Turn data roaming off

You can keep track of your data usage at any time through your My AO Mobile account here. This helps you stay in control of your allowance and avoid unexpected charges. Most smartphones also show data usage:

On iPhone:

Go to “Settings” and then “Mobile Data”
Scroll to see usage per app

On Android
Go to “Settings”, then “Network & Internet” and then “SIMs / Data Usage”
View total usage and usage per app

Yes, we’ll send you notifications via text when you reach key points, like using 80% of your data and 100% of your data.

If you’re receiving unwanted calls or texts, you can block the number directly from your phone. Once blocked, that number won’t be able to call, text, or FaceTime you.

On iPhone

1. Open the Phone app
2. Select Recents
3. Find the number you want to block
4. Tap the “i” icon next to it
5. Scroll down and tap Block this Caller

For texts:

1. Open the message
2. Tap the contact name/number at the top
3. Tap the “i”
4. Select Block this Caller

On Android (Android menus vary slightly by brand, but the steps are similar.)

To block a call:

1. Open the Phone app
2. Go to Recents
3. Tap the number
4. Select Block or Report/Block

To block a text:

1. Open the Messages app
2. Open the conversation
3. Tap the three dots menu
4. Select “Block number” or “Details” and then “Block & report spam”

If you’re receiving unwanted or spam calls/texts, there are several easy ways to block them and reduce how often they reach you.

1. Block the number on your phone. This prevents that number from contacting you again.

On iPhone:

Open the Phone or Messages app
Find the number
Tap the “i” icon
Select Block this Caller

On Android:
Open Phone or Messages
Tap the number or conversation
Choose Block or Block & report spam

2. Register with the Telephone Preference Service (TPS)

TPS is the UK’s official “Do Not Call” list for stopping unwanted sales and marketing calls. You can register for free by:

Texting “TPS” and your email address to 85095 or registering online via TPS

This won’t block scams, but it will reduce legitimate marketing calls.

3. Report spam texts. If you receive a suspicious or unwanted text, forward it to:

7726 (spells “SPAM” on your keypad). This helps mobile networks block the sender.

4. Turn on phone spam protection. Most phones have built‑in filters.

On iPhone:
Go to Settings, then “Phone”, then “Silence Unknown Callers”
This sends calls from unknown numbers straight to voicemail.

On Android:
Go to the Phone app, then “Settings”, then “Caller ID & Spam” and then “Turn on spam protection” This can significantly cut down nuisance calls.

5. Be careful where you share your number. It’s a good idea to avoid putting your number:

In online forms unless necessary
On social media
In competitions or marketing sign‑ups

This reduces how often your number enters marketing lists.

Setting up your voicemail is quick and easy. Once activated, callers can leave a message when you’re busy or can’t pick up.

Dial your voicemail number. This is 121 from your AO Mobile phone. Most phones use the same shortcut.

Press and hold 1 on your phone’s keypad. This will connect you to your voicemail service.

Follow the spoken instructions. You’ll usually be asked to:

• Set a voicemail PIN
• Record your name
• Record your personal greeting
• Once done, your voicemail is ready to use!

To check your voicemail messages, just call 121 from your AO Mobile phone and your message or messages will play automatically. At the end of your message, you'll be given options to listen to it again, delete it or call the person back. You can also skip to the next message or save the message.

You can check your messages from any phone at home or abroad if you have previously set up a PIN for your voicemail. Just call +44 7836 121121 and follow the instructions.

You'll have 3 attempts to enter your voicemail pin successfully before it gets locked. If your voicemail account does get locked, you'll need to contact us to reset it.

We’re sorry to hear that! You have a 14-day cooling off period to change your mind when you buy your AO Mobile SIM. If you change your mind after that, you’ll then need to give us 30 days’ notice, which will incur charges.

If your SIM card is lost or stolen, get in touch with us straight away so we can deactivate the old SIM and request a new one. This will help prevent unauthorised use of your phone number and services. 

To replace a damaged SIM card, contact us on 2626 from an AO Mobile number, or call 01204 672626. 

You can also check if your device is compatible with an eSIM. If it is, we can get you up and running without needing to wait for a physical SIM.

We’re sorry to hear you’re not happy and want to put things right. Get in touch with us by calling 2626 from your AO Mobile phone, or on 01204 672 626. You can also email us at [email protected].  

You can find all our complaint information here in our Code of Practice 

You can find our handy coverage checker here

Yep. If your mobile supports 5G, you’ll automatically connect to 5G in coverage areas.

AO Mobile is just our mobile network, but you can find our range of the latest handsets over at ao.com.

If you’re ordered a physical SIM, it will arrive via Royal Mail in 1-2 working days. If you’ve ordered an eSIM, you’ll receive it in your inbox within an hour, with instructions on how to set it up.

Yes of course! Just open your SIM tray and remove and replace your old SIM. Just make sure it’s the right way round.

If you’ve chosen a physical SIM, just pop the SIM into your phone, switch it on, turn off your WIFI and make a call. This will register your SIM on our network, and you should be good to go after this!

For an eSIM, using the QR code that we've emailed:

1. Go to Settings or Mobile Data
2. Tap Add eSIM or Add Mobile Plan
3. Scan the QR code, or click through from the email
4. Follow the steps on screen to finish activation

Then turn off your WIFI, make a call and you should be all set!

You’ll get a text message once we’ve detected your SIM on our network. You just need to be in an area that our network covers so if it’s taking a while, you might need to restart your device or see if you can pick up signal somewhere else.

It’s a really simple process. You just need to ask your existing network provider for a Porting Authorisation Code (PAC) by texting 67075 from your existing number. You’ll receive the PAC via text message.

If you do this when you’re buying your AO Mobile SIM, you can give us the code when you place your order, and we’ll be able to start the transfer process as soon as your new SIM is activated. Your switch should then be completed within 1-2 working days. Don’t worry though, your old number will be active until the switch is complete.

If you request a PAC code after your AO SIM arrives, you’ll need to give it to us within 30 days. You can do this really easily by logging into your My AO Mobile account and heading to ‘Switching’. We’ll then start the transfer process, and your switch should then be completed within 1-2 working days. Don’t worry though, your old number will be active until the switch is complete.

If you have any problems requesting a PAC from your existing network, you’ll need to give them a call.

In most cases, it takes 1-2 working days. But, if it happens over a weekend or a bank holiday, it could take a little longer.

Yes, there is. If you cancelled your contract with your previous provider without requesting a PAC, then you have 1 month to request it. If you have already requested a PAC, it's valid for 30 days. If it expires, you can request a new one, but you'll need to provide it within 30 days to keep your number.

PACs last 30 days. If yours has expired, simply request a new PAC in the same way by texting PAC to 65075. Remember: you only have 30 days after cancelling your contract with your previous provider to transfer your number over.

A STAC code (Service Termination Authorisation Code): For closing your old mobile account and getting a new phone number.

A PAC code (Porting Authorisation Code): For Keeping your old number when switching to a new network.

You need a STAC code when you want to switch mobile networks and get a new phone number while also closing your old account and number down in the process. STAC codes can be requested from your current provider by texting STAC to 75075 (this number can vary by network so check with your current provider). You then give the code to your new provider to start your new service and cancel your old one.

Your provider must send your STAC and any other info on potential charges within 60 seconds by text message or 2 working days if you requested online or over the phone. The code is valid for 30 days.

Text INFO to 85075 to find out your contract status and any early-termination charges.

No you don’t. Once you give us your PAC or STAC code, we’ll handle the switch and cancel your old service. Remember: You may still receive a final bill or any early termination charges if you’re leaving your contract early.

Just keep using your existing SIM as normal until it shows as No Service on your phone’s screen. Then insert your new SIM card. A brief loss of service is normal during the switch, and you may just need to restart your phone.

PAC (keeping your existing number): Text PAC to 65075 – valid for 30 days. Standard porting time within 1 working day after giving us the code. 

STAC (not keeping your existing number): Text STAC to 75075 (number can so check with your provider before texting) 

INFO (finding out status of your contract): Text INFO to 85075

Our phone lines can be really busy, and we hate keeping you waiting so managing your plan can be done really easily through your My AO Mobile account.

If you do need to speak to a member of our team, get in touch on 2626 from your AO Mobile phone, or call 01204 672626.

Delays are usually due to mismatched account info (name, account number, date of birth), a pending balance, or missing info as part of the request. 

Here’s what to try:  

1. Contact us to check the status and any error codes.
2. Confirm that your details with your old network exactly match their records.
3. Restart your phone after we confirm the port has completed. 

Messages can sometimes lag behind calls after switching over. Try:  

• Turning iMessage/RCS off, waiting 30 seconds, then on again. 
• Restarting your phone and checking you’re on the AO Mobile network.

If you’ve transferred your number and you’re experiencing issues with iMessage or FaceTime, such as messages or calls showing your temporary mobile number and activation errors like ‘Activation Unsuccessful’, we have some steps to follow to help you fix it.   

Step 1: Update your software  

Keeping your iPhone up to date ensures you have the latest features, security updates and bug fixes. You can do this by:   

1. Open Settings  
2. Tap General  
3. Tap Software Update  
4. If an update is available, tap Download and Install or Install Now 
5. If you see “iOS is up to date”, you’re all set.  

Step 2: Check your Date & Time settings  

iMessage and FaceTime need accurate date and time settings to work properly.  

1. Open Settings
2. Tap General  
3. Tap Date & Time  
4. Make sure Set Automatically is turned on  

Step 3: Input your mobile number again  

Quite often, re-entering your number can resolve activation issues.  

1. Open Settings  
2. Scroll down and tap Phone  
3. Tap My Number  
4. Enter your number using +44 instead of the first 0  
5. Tap Save  

Step 4: Reset your iMessage and FaceTime apps  

This refreshes your connection with Apple’s services. 

1.  Go to Settings > Messages and turn iMessage OFF  
2. Go to Settings > FaceTime and turn FaceTime OFF 
3.  Restart your iPhone  
4. Once it’s back on, turn both iMessage and FaceTime back ON  

You might see “Waiting for activation” for a few minutes, but don’t worry - this is normal. To check progress, go to Settings > Messages > Send & Receive and look for a tick next to your number.  

Step 5: Remove any old SIM profiles  
Your iPhone can get confused if an old SIM or eSIM is still active.   

• If you used a physical SIM:  
  Turn off your iPhone and make sure only your current SIM is in the tray  
• If you used an eSIM:  
  Go to Settings > Mobile Service, select any old profile and tap Delete eSIM  

If you recently replaced your eSIM, it’s best to delete the old one first if possible.   

Still having issues?  

You might need to fully reset your iMessage and FaceTime connection. Follow the next steps carefully.  

Step 6: Deactivate iMessage and FaceTime  

This removes your number from your Apple ID.  

iMessage:  

1. Go to Settings > Messages > Send & Receive  
2. Tap your Apple ID and select Sign Out  
3. Turn iMessage OFF  

FaceTime:  

1. Go to Settings > FaceTime  
2. Tap your Apple ID and select Sign Out  
3. Turn FaceTime OFF  

Step 7: Force a restart of your iPhone  

1. If using a physical SIM: Remove it, then reinsert the tray  
2. If using an eSIM: Go to Settings > Mobile Service and switch the line OFF  

Now force restart: 

1. Press and release Volume Up  
2. Press and release Volume Down  
3. Press and hold the Side button until the Apple logo appears  

After restarting: 

1. Connect to Wi-Fi  
2. Wait around 30 minutes  
3. Reinsert your SIM or turn your eSIM back ON 

You can check your number is linked by going to:  

Settings > [your name] > Sign-In & Security  


Step 8: Reactivate iMessage and FaceTime  

1. Go to Settings > Messages and turn iMessage ON  
2. Tap Send & Receive and select Use your Apple ID for iMessage  

Repeat for FaceTime:  

1. Go to Settings > FaceTime and turn it ON  

Please note: Activation is usually done really quickly, but in some cases, it can take up to 24–48 hours.  Avoid turning settings on and off during this time as it may reset the process.  

Step 9: Reset network settings (as a last resort)  

If the issue persists, resetting your network settings can help.  

1. Open Settings  
2. Tap General  
3. Tap Transfer or Reset iPhone  
4. Tap Reset 
5.  Select Reset Network Settings  

It’s really important to know that if you do reset your network settings, it will remove saved Wi-Fi networks and VPN settings, so you’ll need to reconnect afterwards. Your personal data (apps, photos, contacts) won’t be affected.  

If the steps above don’t resolve the issue, give us a call on 01204 672 626.

You can view your bills, manage payments and more through your My AO Mobile account here.

We’ll take your sort code and account number to set up your payments when you order your SIM.  

You can view your payment details in your My AO Mobile account here. If you need to make a change, give us a call on 01204 672626.  

Yes, you can. Just give us a call on 01204 672 626, or 2626 from your AO Mobile, and we’ll get that sorted for you.

Your first bill may be a little higher than normal because you’re paying for the days between joining and your first full billing date, plus your next month in advance.

It’s usually because you’ve used services that aren’t included as part of your plan allowances such as calling premium rate numbers, using your phone abroad or making international calls from the UK.

Premium rate phone numbers are used to charge customers extra fees for accessing certain content, goods, or services via their phone bill. They allow users to pay for things like competitions, charity donations, directory enquiries, entertainment services, in‑app purchases, and voting on TV shows simply by calling, texting, or interacting with their phone or device.

When calling a Premium Rate Number, you’ll be charged 40p a minute, plus any charges set by the number you’re calling.

Your bill will show your recurring monthly cost, and any bundles you may have added, or any out of plan charges.

We’ll bill you on the same date every month.

You can log in to your My AO Mobile account here to make a manual one-off payment. If you don’t do this, we’ll try again in 7 days. You’ll need to make sure the funds are available to avoid losing your services.

If you’re worried about paying your bill, get in touch with us to discuss payment support options by calling 2626 from your AO Mobile phone, or on 01204 672626.

This will be applied automatically to your next billing cycle.

If you cancel your membership within your cooling off period, your discount for AO Mobile will end on the next billing cycle. If you cancel after that or have used any benefits with ao.com equal to or more than the cost of your £39.99 membership fee, your SIM discount will remain in place until the end of your membership.

If you’ve recently joined AO Mobile, your allowance may be pro-rated, meaning it’s reduced to match the remaining days in your billing period.

If you’ve just joined us, when roaming, your available data may be lower than your full monthly allowance due to pro-rata billing. This means you could use your allowance more quickly than expected or reach your limit sooner while abroad.

Yes. If you exceed your pro-rated allowance, additional usage may be charged to your bill, or your data may stop, depending on your plan. In some cases, your data services could stop until your allowance renews.

Pro-rata billing ensures you receive a fair amount of data for the time you’ve had the service. You’ll get your full monthly allowance at the start of your next billing cycle.

You’ll receive your full monthly allowance at the start of your next billing cycle.

You can keep track of your usage any time by logging into your My AO Mobile account here.

To stay in control, keep an eye on your usage and use Wi-Fi where possible. Turn off background data for apps that you won’t need to use and check your usage regularly online. That way, you can enjoy using your phone abroad without any nasty surprises.

If you haven’t been able to send a text to donate, it’s likely because your account doesn’t have mobile payments switched on. This needs to be active to allow you to send donations to charity short codes. To turn this on, just call 01204 672626, or 2626 from your AO Mobile.

It’s a short phone number (usually 5 digits) used by some charities. They work by letting you text a word (for example “FIVE”) to the short code number to make a donation. The cost is then added to your phone bill.

Mobile payments (MPAY) let you donate to charities by text or pay for certain services through your mobile bill.

We keep mobile payments off by default to help you stay in control of extra charges on your bill. If you want to turn it on, just call 01204 672626, or 2626 from your AO Mobile.

If mobile payments are switched on, the donation will be added to your next bill.

No – only short codes that aren’t chargeable are enabled by default. You’ll need to get in touch to enable chargeable services, including charity donations. Most free short codes should continue to work as normal.

Yes, but it’s worth noting that charges are added to your bill, so you should keep an eye on usage, especially if others use your phone.

Yep, you can. All AO Mobile SIMs come with 15GB of EU roaming included every month. You can add roaming for other top holiday destinations through your My AO Mobile account. Just make sure roaming is turned on in your settings when you get there. Happy holiday!

You can use up to 15GB of European roaming every month. Within the EU Zone (Zone 1), you can also call and text any UK mobile number, as well as call any standard landline in Europe and back to the UK. If you need a top-up, you can add this in your My AO Mobile account. We’ll send you notifications when you reach the 80% and 100% of your data limit, and you'll be able to add on and pay for extra data through your My AO Mobile account.

44 EU destinations are covered within our EU Zone (Zone 1): Åland Islands, Austria, Azores, Balearic Islands, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, St Barthélemy, Sweden and Vatican City.

Roaming outside of the EU Zone (Zone 1) isn’t included as part of your plan, but you can purchase roaming bundles through your My AO Mobile account. We’ve kept it simple and created two holiday data bundles: Lite (5GB) and Plus (15GB) that cover most major holiday destinations outside of Zone 1, like the USA, Canada, the UAE, Turkey & Switzerland.

For any other countries, standard roaming rates apply which can be viewed here.

Yes, you can. You can set a spend limit through your My AO Mobile account here.

You can keep a track of any extra charges in your My AO Mobile account. This includes roaming spend unless you’ve bought a roaming bundle.

To limit your roaming spend, switch off roaming in your phone settings, connect to WiFi wherever possible, or you can purchase a roaming bundle through your My AO Mobile account.

Our service is designed for use in the UK, and it works great if you’re travelling abroad for a short trip. It isn’t suitable for long-term use overseas, so you won’t be able to use your AO Mobile SIM for extended periods outside the UK.