O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,018 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,018 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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"The Reading assistant manager of O2 lost the most important memories of the 1st month of my newborns life, just to get a sale.\r\nMy husband went in as he had broken his phone and needed a new one. I met him at the shop and when talking to the assistant manager he said I could get an upgrade with a \u00a3200 cash back. I thought it sounded good but said I need to back up my phone. Whilst looking through my phone to see how to back it up properly the assistant manager put his hand out and said let me do it... I thought he wouldn't be in that position if he didn't know what he was doing... I handed him the phone and proceed to tell him I have alot of invaluable memories on there that I do not want to lose to which I was told he knows what he's doing. He said it was backed up handed me my phone and we went home to find nothing from my old phone was coming up on the new one. We went back to O2 the same day to be told I was being impatient and that I needed to leave it and let it all load up on the new phone. Extremely worried and distressed I went on to my laptop to see if my Google had been backed up with photos and videos but there was nothing. I logged on to my samsung cloud, again nothing backed up. We left it 24hrs and went back to O2. We were waiting for the same guy to have a look when another assistant took alook and saw that the phone had not been backed up properly. Finally the AM took the phone, reset and charged it, something started to happen, he was addiment that he had done it right because all the photo's from before it was last backed up by myself had started coming through. I told him these were from 2023 but again I was being told I was wrong and that I needed to let the phone do it's thing. We went home another 24hrs went by and nothing. I knew all the memories of my third trimester to the 1st month of my newborns life were gone and there was no way of getting this back. I couldn't bring myself to go back in the shop and talk to the assistant manager without getting angry or bursting into tears. I emailed O2 complaints explaining what had happened, I wasn't even looking to get anything out of it, just to make sure that this doesn't happen to ANYONE ELSE! and I've heard nothing back from them. I'm beyond heartbroken and crying all over again writing this and so so angry that they treat their customers this way! I will be going back to O2 and demanding that my contract is cancelled. I want nothing to do with them ever again."

Keeley

Jince Jose

Anonymous

Anonymous // 01/01/2019

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“O2 are the worst company to be with. They don't resolve customer issues and they refuse to take on complaints. The in app chat service is completely rubbish. I ported my number over from Vodafone. Since then I can't receive calls or texts and my data isn't working properly. When I call in to speak to o2 they take over an hour to answer. I have asked to make a complaint 6 times so far and no one will take the complaint. I have various health conditions so receiving calls is very important for me. This is what you get when you have a customer service team in India and other countries. They just don't care!!!”

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Posted 10 months ago

“I bought an Galaxy A54 last November with an offer of ear buds for £1. The code they sent had already been used by someone else. After visiting the 02 store and being told to contact 02 direct I was told I would receive a new code within 48 hours. Didn't happen so have given up. Poor show 02.”

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Posted 10 months ago

“very bad customer service- Mis-selling I am very disappointed with O2 customer service. I am a Vodafone customer and I wanted to switch to O2 Since Nov 2023. I spent 2 hours speaking to O2 team Nov 2023 and they said they will send me a sim-Card within 5 working days. I didn't receive any sim card I had to call again and chase for the sim card, 02 team said it might got lost with Royal Mail so we have to request another Sim card to be deliver to you but unfortunately the deal has been expired as it passed the one week period which I wasn't aware of and I never heard of a network company keep changing their offers evry week , so I had to go through the whole process and spend another 1 hour & 40 minutes. Again I didn't receive any sim card from O2 so I had to call and chase again on the 24th of Dec for the Sim Card, every time I call o2 team have different excuses and different story. The last contact I did on 24th Dec2023 which took me another 2 hours to spend, the offer was 125GB , UNLIMITED CALL& TEXT AND European roaming for one year which is 12 year of £18 Only. what I don't understand I just received the Sim Yesterday the 11th of JAN 2024 , HOW come O2 charged me £19 on 10th of Jan 2024 for something that I didn't receive/use and I been chasing for a months plus the contract is £18 and they charged for £19 which mean extra Pound on the top of my contract plus I never used their service ?? and when I called O2 customer team yesterday to ask them why I have been charged they hang up the phone on me twice and one of o2 team said my contact is for 2 years not one year this call miss-selling Imagine how many hours I spent with O2 team to cancel this contract, they kept transferring my line to one another and at the end they hang up the line and never called me back again. and every one of them tell you different lay at least when you lay to customer write it down in you system so when one of your team pick up the case they should stick to the same lay. Their customer team doesn’t listen to customers and I ask them to transfer the line to complaints department, they said they don't have a complaints department. very bad team and I will never recombed o2 to anyone”

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Posted 10 months ago

“had my phone lost today, locked into my O2 account online, and even though O2 claims that there is a 24/7 service to report lost phones, the number that they ask you to call is closed after 8pm and no other method, link, chat is available to lock your phone”

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Posted 10 months ago

“Absolute rip off tariffs go to Tesco mobile like i did £34.99 a month for a s23 the same allowances as i got with o2 but nearly half the price plus no sneaky yearly inflation price .”

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Posted 10 months ago

“I only gave 02 a 1 star so I could leave a review They have been taking extra money from my account for months the bill had another phone number but the said this was my Apple Watch They then informed me that the money was for iTunes that Iv never used Ended up just ending contract”

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Posted 10 months ago

“Very expensive compered to other companies. They're payment system is terrible.”

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Posted 10 months ago

“Stole £298.00 and lied lied lied. Went to store showed bank statements and even store staff were shocked the way customer service behaved. Store had my bank statement and told them they were looking at it and I was right but O2 don't even believe their own staff when it comes to ripping customers off so what chance do we have. I've had many calls all sending me round in circles. DONT GO NEAR THEM THEY ARE A SCAM COMPANY”

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Posted 10 months ago

“I have struggled to view my bills on my online account, so I decided to call to get it sorted. I had been charged more than what I thought i should have been, and wanted to view the itemized bill. I got through to someone, who put me on hold whilst they looked into the issue, then when they came back, called me by the wrong name, and then hung up when I said that's not me. I called again, got through to a different person, who told me there is a technical issue, which will be resolved in 24h... I've been having this issue for a week or so, and can't get a straight answer. Very not happy, and will be switching provider very soon.”

Helpful Report

Posted 10 months ago

“They added another number to my account without my knowledge, reported the fraud but heard nothing and they continue to charge me for other phone number. Cannot talk to anyone now even after making a complaint because I get through and almost immediately, after mentioning the fraud and wanting to talk to someone in the fraud team , my call gets cutoff, classic. Still waiting after 3 months. Will cancel contact as soon as I can. Wouldn’t sign up to them even with stolen money. Joke company. Be advised that if you join 02 there is a world of pain ahead.”

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Posted 10 months ago

“I got to say they r worst company I been with I wish I didn’t take contract out with them I tried numerous times just get my old number transferred and after about 20 attempts over 2weeks and many ours on the phone to them I still not got my number transferred they gut the phone off to u wen they can not answer question to you full promises but no action and also took 3 weeks to send me out a new sim which is terrible I advise you not to join this company you regret it”

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Posted 10 months ago

“used them 4 years signal was good and VOLT got faster internet..UNTIL i had to call them Im shocked , worst customer services ever in 25y of having a phone. pass from person to person, hung up on, attitude problems on the phone from advisors. LIES about pac code after disconnection saying I have to reconnect, list is long as hell...dont go to O2 if you do, you are asking for mind issues.”

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Posted 10 months ago

“Not been able to check my phone usage or see my bills since August 2023, according to 02 I have no services with them when I try to sign in. Just keep going round in circles trying to log in using the app Had enough now.”

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Posted 10 months ago

“I still have not received any response to my complaint , you really are treating customers like rubbish .”

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Posted 10 months ago

“I would give this 0 if I could. Its Late December, ive been trying to cancel since AUGUST. Been on the phone 11 times over this period, always 2 hours or more, promised every time that all was done and complete, but keep being sent bills. Routinely passed to different departments at least 5 times during the calls I have made, most of the end with them hanging up on me/the line going dead, they do not try to re-establish contact. Now because I have this ongoing dispute with them I cannot take out a contract with Sky because my name has been 'flagged' as someone who doesnt pay their mobile phone bills. These people are utterly impossible. DO NOT USE THEM.”

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Posted 10 months ago

“all i can say is avoid this company like the plague, terrible customer service they have not got a clue, total thieves it does not give you any confience when you ring OFCOM and when you say it is about a mobile provider OFCOM say is this o2!!!! they are known for being absolutely terrible AVOID”

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Posted 11 months ago

“The app is useless when you have a problem. When you contact customer service you only chat with a bot. When you ask for a real agent the bot sends you to O2 app and that's it. When you google their phone number and actually reach someone they can be mean to you which is not professional. I am glad that I am changing my provider.”

Helpful Report

Posted 11 months ago

“Order no#: NC28120770 Awful service centre.. not capable of listening or understanding, hang up half way through , put u on hold , no one knows how to even set up a new account. Don’t use this company”

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Posted 11 months ago

“O2 are literally the worst! Customer service is non-existent! Avoid if you can! I upgraded my phone and paid a significant amount towards the device however when I received the phone it was faulty! I called o2 and asked for a refund, which they agreed as part of the T&Cs of my contract. I sent the phone back as instructed and since then, I have been waiting 3 months for the refund to be processed, no one takes any interest in helping me when I call their call centre, passing me from one unhelpful person to the next. I’ve tried emailing them, and even sent messages to their Twitter team with no response! They promise call backs from Managers and the Customer Service Team but these calls do not happen! They are beyond awful - I just want the refund that’s due to me!”

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Posted 11 months ago

“Shockingggg”

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Posted 11 months ago

O2 is rated 1.4 based on 1,018 reviews