FAQs

Some frequently asked questions when travelling abroad with O2.



What to do if your phone is stolen while abroad

Ensure your phone details are registered with O2 prior to leaving, via o2.ie or contact 1747 for Care to do it for you. If your phone is stolen, contact Customer Care as soon as possible and ask them to suspend the number. Report to the local Police and get written Stolen Report - needed for insurance claim. Make insurance claim within 30 days of incident.


Will my phone work abroad?

If you travel anywhere in Europe, the mobile phone you use at home will definitely be compatible. If you're going to America, Canada or Latin America, you'll need a tri- or quad-band phone. In Japan you will need a 3G device.

Please consult your mobile phone's user guide or visit our Phone Support area within the Help section to see if you'll be able to use your mobile phone in the country you are travelling to.


How do Speak easy customers contact customer care when roaming?

Just dial 1747 or 00 353 61203484, the same way you do on the home network. (Please check country details if in doubt).


How do Pay monthly and Business customers contact customer care when roaming?

Just dial 1909 or 00 353 61 203501, the same way you do on the home network. (Please check country details if in doubt).


How do I contact emergency services when roaming?

In most countries dialing 112 will connect you toemergency services


How do Speak easy customers check their balance when roaming?

Just dial 1741, the same way you do when on the home network. You can also use the ‘balance on screen' service in the same way as you do at home by dialing *100#, press send.

If you are set up with My Account, O2's online service for viewing call details, you can check your balance there too.


Can I top up my credit abroad?

Yes. There are a few ways to top up while abroad. Remember if you want to top up online, you need to register your credit or laser card details by calling the speak easy helpline on 1747* or 1850 601747** from any other phone.


Are all O2 mobiles set up to roam?

Yes. The only exception is if you have requested that roaming calls are blocked on your mobile.

There are a number of checks you will need to make before travelling abroad. Firstly, you should ensure that you can make roaming calls from your mobile within the country you are travelling to. You can do this by checking if your phone is dual, tri or quad band in our Phone Support area. Secondly, you should check within 'Travelling Abroad' that O2 has a roaming agreement within the country you are travelling to.


How do I manually select a network?

On Nokia phones, you must: Select Menu > Settings > Select Phone Settings >Select Network Selection > Choose Manual.

Image of Network Selection Steps


What is Data roaming?

Data roaming is the ability to access the Mobile Internet (handset), use your Blackberry (e-mail function) or the Internet on your O2 device when you are abroad.


I'm getting a message 'connection failed'... what should I do?

This message may appear if you are abroad roaming on a network which O2 do not have a GPRS roaming agreement with. You could try selecting another network to roam on to make the GPRS connection. To check where we have data roaming select the following link, the country of your destination and Postpaid billing type: www.o2.ie/travel

If it states on o2.ie that we have data available with a partner and you are still having connection problems, then please call customer care on 1909 or +353 61 203501. (Calling to 1909 is free within the EU. Call charges will apply otherwise).


How can I find out if I can use data in the country that I'm going to?

To check whether we have data roaming available in the country that you are intending to roam to, click on this link and select the country and postpaid billing type; www.o2.ie/travel


What is Daily Data roaming?

Daily data roaming, is a new way that we will charge you for the data you use when you roam. Depending on how much data you use, you will pay for an initial amount of data each day, and if you exceed this amount, you will then be provided a free allocation of data to use which is upto 50MBs. If you exceed 50MBs in a day, you are then charged an excess charge for every extra KB you use.


How can I avail of Daily Data roaming?

Daily data roaming, is the default way that we charge for data when you roam. It is not a subscription service and you do not need any specific APN to avail of the service.


When does a day start and end?

A day starts at 00:00 Irish time (GMT) and ends at 23:59:59 GMT. Any data usage within this period will be accumulated together for that day.


If I don't use all my free data allocation in a day, can this be carried over to the following day?

No, the free daily allocation is provided for the particular days use only, and at midnight (23:59:59), the counters are reset for the next day.


Is there a subscription charge for daily data roaming?

There is no subscription charge for using daily data roaming. This is the default data roaming service and you are charged according to what data you use.


What are the daily data Roaming charges?

To check the data rates for the country that you are intending to roam to, click on the following link and select the country and postpaid billing type; www.o2.ie/travel

Depending on where and how you use roaming data, here are some examples of charges that may be incurred.

  • If you roam to the UK and use 2MBs of data, you will be charged €9.96 for the days use and this will appear as a daily charge in the 'data usage while roaming section' on your bill.
  • If you roam to the USA and use 18MBs of data, you will be charged €29.85 for the days use. 3MBs will appear as a daily charge on your bill and the remaining 14MBs will appear as free daily use.
  • If you roam to France and use 52MBs of data, you will be charged €29.88 for the days use. 4MBs will appear as a €19.92 daily charge, 50MBs will appear as free daily use and the remaining 2MBs will appear as a €9.96 excess charge.
  • If you roam to the UK in the morning and use 6MBs and then in the same day roam to Spain and use 3MBs, you will be charged €29.87 for the days use. 4MBs will appear on your bill for the daily charge of €19.92 for the UK use, and 2MBs will appear on your bill as free daily use. For the usage in Spain in the EU zone, this will appear as a separate charge of a €14.94 daily charge.

How will the daily roaming rate be displayed on the bill?

Depending on how much data you use in a day, there can be upto 3 line items on your bill associated with the days use. The use will appear in the 'Data usage while roaming' section on your bill.

You will see the date, the description, which can be either a daily charge, free daily use or excess charge. You will also see the zone where the usage occurred and the Volume in KBs attributed to the usage. Any charges applied will appear against the Daily charge or both Daily charge and Excess charge line items.


What costs will I incur if I travel between different roaming zones on the same day (for example, London & Paris in the same day)?

The daily rate is applicable to a data zone. If you use data in a specific zone you will incur the daily rate charge for that zone, but if you then move into another zone, you will then commence a new daily rate for that particular zone.This usage will be clearly displayed in the 'data usage while roaming' section on your bill and the zone name will be displayed. Click here for a list of countries and their applicable zones


When I am roaming, how can I find out how much data I am using?

There is no mechanism currently, to understand how much data you are consuming, although some handsets allow you to set up a counter that indicates how much data you are using (you should refer to your handset instruction booklet). As a guideline, Mobile Internet pages are about an average size of 50KBs, but Internet page sizes can vary widely depending on the richness of the content.


What will the cost be to me if I download a movie when roaming?

The size of a movie download can be anything between 500MBs to 5000MBs. Whilst we have reduced data rates and are now giving customers a free allocation of data, it's very likely that due to the size, a movie download will result in a bill that is way above expectation.


If I have a data roaming bundle can I use the daily data roaming tariff?

No, if you have a data roaming bundle this gives you your monthly allocation of MBs to use. If you exceed the bundle allocation in a month, then you are charged the per MB rate associated with that bundle.