I have been an O2 customer for a very long time. Recently the service has been terrible and damaging to my confidence and heart. I pay monthly and have never failed a single payment and also paid the insurance. When my phone would not turn on I tried to get help but I was taken round and round in circles and was told I had no policy set up although a monthly insurance amount was take for the phone. I finally got my phone sorted at the Apple Store. I am trying to leave O2 and this is also proving to be an ordeal. I looked at all the reviews and it is now clear why they have such a low rating. Think several times before joining.