Have you received a letter from us regarding O2?

Why are you contacting me?

We've purchased your outstanding balance from O2. Rest assured, we will work with you to find an affordable way to clear this debt. For more information, you can view your account online or contact us.

How can you help me?

Everyone’s situation is unique. Talk to us, we’ll listen and together we’ll find the best way forward for you. This may be setting up affordable repayments based upon your circumstances, however, if you’re not in a position to pay don’t worry we will find the best solution for you.

Frequently Asked Questions - O2
Who are O2?

O2 is a leading digital communications company. They run 2G, 3G and 4G networks across the UK, as well as operating O2 Wi-Fi, and owning half of Tesco Mobile. O2 has over 450 UK retail stores.

What products do O2 sell?

O2 offer a variety of communications products, including mobile phone contracts, which include device and airtime bundle (data, SMS and calls allowance). They also offer SIM only contracts, which are monthly airtime contracts that do not include a device.

What happens next?

Lowell will work with you to understand your situation and help you find an affordable repayment plan that’s right for you. You can register to manage your account online, use our budget calculator and set up a plan online.

To talk to someone, call us on 0333 556 5550 or email us at support@lowell.co.uk. Once we understand your circumstances we can come to an arrangement that is suitable for you.

I’ve never had an account with O2

If you don’t recognise the details of this account, or you believe the account was opened fraudulently, please call us on 0333 556 5550 or email us at support@lowell.co.uk so that we can help to resolve the issue.

I don’t think the balance is correct

If you think your balance is incorrect, please call us on 0333 556 5550 or email us at support@lowell.co.uk. We will investigate this and provide you with a balance breakdown.

I cancelled my account with O2

Every contract requires customers to give 30 days’ notice to cancel. The cancellations team would advise of any termination charges, which would have applied if a customer is still within their contract period.

Can you provide me with more information about my O2 debt?

O2 provided us with information about your debt when they sold your account to us. This includes details such as the type of charges applied to your balance, the length of your phone contract with O2 and the date and amount of the last payment made to O2. If you want to know more, call us on 0333 556 5550 or email us at support@lowell.co.uk.


How are O2 products and contracts taken out?

You can apply for O2 products and contracts in a store, online, via webchat, or by telephone. As part of the application process, O2 complete a credit check and fraud data check, which reviews any previous activity in the customer’s name. All in-store purchases require the customer’s ID and a debit card in the customer’s name.

Do O2 add interest or charges and is this a part of my debt with you?

If you cancelled your contract while still within the contract period, an Early Termination Fee would have been applied. If you went over your data allowance, usage charges may have been applied. Your outstanding balance with O2 includes any interest or charges they may have applied before the account was sold to Lowell. However, your balance will not increase with us, as we do not add any interest or charges.

Why has my debt been passed to you?

O2 attempt to contact customers regarding the outstanding balance before a debt is passed on to another company. Your account may have been passed to a debt collection company to collect the debt on behalf of O2, or sold directly to Lowell.

Why is there a Lowell default on my credit file?

If the balance on your O2 account remains unpaid for around three months they may have applied a default to your credit file to show the outstanding debt. As the debt has now been passed to us, O2 remove their default and Lowell takes over the responsibility for reporting the default to the credit reference agencies. This allows us to update your credit file with details of the payments you make.