O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,019 Reviews

9 %

of reviewers recommend O2

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1.4

Based on 1,019 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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“On the 3rd of November, I called O2 costumer service to order 2 PAYG SIM cards (2x Premium International bundle), suspend my 2 sim contract cards, and transfer the number from contract to PAYG on my requested date - 18th of November - as I was leaving the country. The advisor told me I had up until 24 hours prior to the transfer to cancel if I changed my mind, that I would lose signal on the 18th on my contract SIM card, and in that case to pop in my PAYG sim and top it up and all would be done. All was good and the advisor told me that all was resolved. 2 days later, I receive 4 PAYG SIM cards, non of them what I asked for - 2x big bundle international and 2x data only SIM cards. I immediately called O2 to sort this out. They recognized that it was an error from their part and promptly changed the SIM cards remotely to the Premium that I’ve asked. They then told me that there was nothing scheduled to transfer my number, transferred my call to another department and only there did they schedule the number transfer for the 18th. The advisor then told me (once again) I had until 24 hours before the transfer to cancel if I changed my mind. A hiccup already, but apparently solved. On the 16th of November (48 hours prior to the number transfer) my plans changed, and I realized I needed my contract SIM longer, so I contacted O2 to cancel the number transfer and suspension of my contract for one of my cards. The advisor on the other end said it wouldn’t be a problem and all was cancelled for that number, and I would remain with my contract sim, number and same contract. I trusted all was ok. On the 18th, I lost signal. I did not have the PAYG SIM card with me. I managed to get WiFi from a Pret a Manger and use the “Talk 360” app to contact O2 and find out what was going on. The advisor that day told be there was no request for cancelation in the system. I begged her to reverse the transfer ASAP because I urgently needed to be contacted and nobody could contact me, as I had no service. She told be that she had reversed the transfer but it could take up to 4 hours. Annoyed, but accepted my faith. That’s when I realized that my contract had been changed. From a 50gb - 37£/month to a 75gb - 42£/month. So basically, on the 16th, the advisor did not do what I asked (cancel the transfer and remain same contract) but did what I did not ask (transfer my number to PAYG and change my contract without my permission to a more expensive one). I waited the 4 hours, nothing I waited until 8 hours and nothing again. I was unreachable all day. Once I got home and had WiFi again, I used Talk 360 again and called O2, furious, as I was traveling the next day and I needed service on my phone. After 2 hours, being hung up on twice, spending money to top up the talk 360 app, having to explain to a telefone service provider that I am calling through a WiFi app so NO, YOU CANNOT CALL ME BACK BECAUSE I HAVE NO SERVICE (incredibly how they did not understand why), being passed on from department to department, explaining this whole story time and time again, fuming, being told by one advisor “we can fix that”, passed on to another saying “I don’t know if we can fix that”, I finally reached the last advisor. First and foremost, she advised me 2 times that calls where being recorded. She did that because she recognized that I was losing it. Seriously? Do you tell a person that is losing it to calm down? However, I tried to keep my posture, and what she told me was, “there is nothing we can do, your contract sim has been disconnected and we cannot reactivate it. If you want a contract sim we can send you a new one and transfer your number to that sim.” And I requested to send it abroad, as I was going to leave the country for a couple of months the following day. She told me they couldn’t do that. If I wanted to, to use the PAYG sim that already had my number, and that was my only solution. After so many ups and downs, I gave in and just used the PAYG SIM card. Wasted 20£ to top it up, I bought a hotspot for internet in Portugal (where I travelled to), another 50€, wasted 70£ (and 10£ on the app trying to contact them the day before) and just let the whole thing go. One week later, I go onto my O2 app, to check my allowance, and to my utterly shocked surprise, I see my contract SIM card number amongst my accounts, that did not show before because technically it was disconnected... apparently, IT WAS STILL ACTIVE! ON THE 42£ CONTRACT! just to check, I called a friend with the PAYG SIM card that I was forced to use for the past week and that o2 told me had my number, and asked to see what number showed up, and I saw then and there, THAT MY NUMBER WASNT EVEN TRANSFERRED TO THE PAYG sim! Nobody from O2 contacted me to tell me that I was walking around with a number that wasn’t mine! They didn’t even think to mention that people would’ve needed to contact me on MY number, and they couldn’t, because it was switched off, when O2 told me the number had been transferred to PAYG! I got home, and luckily I brought my contract sim with me, popped it in my phone to check, and guess what!? I GET SERVICE! AND ITS MY NUMBER! WITH THE 42£ CONTRACT! I wasted 80£, (on furlough I might add) and spent a week thinking I had my number active and it wasn’t. The moment I popped the contract SIM card on my phone, I received never ending notifications of people trying to contact me for the last week... horrible horrible horrible service. I will be cancelling all my accounts with o2, enough is enough.”

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Posted 3 years ago

“Ordered a new pay monthly phone as a new customer. Cancelled my old contract with BT in hopes of the so called “next day delivery” if you order before midnight. My phone hasn’t arrived after a week which isn’t ideal. Sort it out o2, very disappointed.”

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Posted 3 years ago

“I just got a contract for the iPhone pro online, everything signed and checked out perfect and a big selling point was the next day delivery I was so excited when my order went through just to told that the phone wasn't even in stock and that they'd let me know when they get more. No option to change phone or cancel the contract just a wait until its instock. DON'T SELL THINGS YOU DON'T HAVE!!”

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Posted 3 years ago

“Customer service rude very unhelpful no communication skills waste of time.”

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Posted 3 years ago

“Terrible customer service. I spent 2 hours with them online and over the phone. No solution for my issue.”

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Posted 3 years ago

“I find it shocking that my granddaughter has paid so far £330 in insurance ,someone pushed her while her phone was in her hand and camera glass broke ,she called 3 and they made out they would sen her a new phone she had to pay another £90 on top of £72 a month and they sent her a used phone which has chips on the side and all you can say it’s an A grade phone ,I think it’s shocking she is a student never missed a payment or been late she has now had phones from you for 10 yrs as I used to pay her contract ,I think it’s theft what you have done”

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Posted 4 years ago

“Do not use the online shopping channels unless you have a contract. I received no proof of purchase and could not cancel the order as I was not a customer. The item arrived after 2 months waiting. I tried to return it but it took weeks before O2 sent me a return address. It was sent registered and it was not signed for (Royal Mail offered to refund me). With no proof of purchase Royal Mail could not help. O2 failed to give me the proof after weeks of asking. Finally I was offered to refund but it did not happen. After days on the phone I am still £199 out of pocket + repeated trips into town with proof of ID to the O2 shop and many calls to pay for. Shocking DO NOT USE THE ONLINE SALES.”

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Posted 4 years ago

“An absolute joke!!! Do not go with O2!! Be it on your head if you do!! Failure to transfer my number correctly, meaning I'm currently without a phone, also swapped my son from pay as you go to monthly....his number that should have been put into his new sim, has now been transferred onto my sim, so not only has he got the wrong number, I now have his number, and my original number that I've had for over 15 years, has completely disappeared!!!! O2, laughing stock of the mobile world!!!!!!”

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Posted 4 years ago

“I have been with O2 for 15+ years. Disgusting non complient customer service. Cannot get anything done correctly. O2 are trying to charge me more money on my monthly contract and I cannot even get the help via phone or online to change it. Customer service hangs up on me when I ring up. Chat online repeatedly claims their systems are down. Avoid this company at all costs. Since O2 joined with Virgin they have become considerably worse.”

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Posted 4 years ago

“O2 charge £47.90 pm over 24 months for the phone, BUT they will give a terrible 3 Gig data for £20. Total cost £1,629.60 Buying the phone direct from Apple costs £45.79 and then an O2 simm only is £10 for 5 Gig. Total cost £1,338.96 saving £290.64 and getting lots more data... Made the mistake of saying I had to work from home (like so many people) so I didn't need lots of data.. Was then told I couldn't have a phone unless it was on a business contract and that worked out at about £90 a month.. Asking to do upgrade I got through almost straight away, however to leave?? so far 2 hours hanging on...wonder why... Wife has a phone on EE and never an issue”

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Posted 4 years ago

“Such a Fraud and Criminal People and Network, I am existing Customer every time I call to speak to someone I have to wait more than an hour most of time waiting after one hour someone will answer the phone and hang up straight away how would you feel after waiting one hour if some one does that. Also every month wrong wrong extra charge when u logged a complaint or request to speak to a Manager they will say 48 hours after that thats it no response at all.such a fraud service and Network Please don't excuse for Covid as I said I am existing customer you service always like that.”

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Posted 4 years ago

“Would have given zero but had to pick one. O2 is a joke been with them well over 10 years always paid bills on time, but my phone brock last year paid £84 to upgraded. Thank god used my credit card which I hadn't used before because next day had lots of fraudulent transactions. Called o2 still waiting for callback. Dropped my new phone in water so called 02 as i bought new phone and had free sim from virgin for 18 months. Said i wanted to cancel my contact but advisor said he would give me a new phone and I only had to pay just over £10 what an idiot I agreed because I had always been happy with them. Today so unhappy untrue 2 days ago started getting calls saying I owed £12.46 though it was a scam. I called 02 and asked if this was a scam. Guess what my new phone was an upgrade and I owed the money for old phone . I pay DD so asked why never been told about this and why not take money from bank. They told me they couldn't take money from bank. My daughter was really ill today and they cut my phone off. Phone is now back on and you know what they owe me £10. I'm taking this further missold contact then no phone line. WHAT CAN I SAY USED TO BE GREAT BUT AWFUL NOW!!! Lot more happened but would be here all night.”

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Posted 4 years ago

“Everything is wrong. Messages saying there is a problem with local mast then in a hour say theres no problem then there is. Customer service is absolutely disgusting. None of them can understand the problems they just keep repeating themselves just sound like they are reading from a script that had nothing to do with the problem in the first place . I definately would never recomend o2 and i for one will be looking for a new provider.”

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Posted 4 years ago

“Had the misfortune to speak to a lady called Alfreda who admitted a business the size of O2 cannot search for accounts by name address and postcode, after cutting me off three times Lousy service”

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Posted 4 years ago

“I had 3 accounts with O2 (over 15 years with O2) and now moved onto another company as I paid £600 in total for bills between July til September for driving in Europe and non- Europe countries! I didn’t deserve to be charged so much for just driving through a country. I wasn’t even aware of these charges.. I was promised a refund of £75 each (for me and for my husband) I received mine but my husband never received his! They advised to call them back on 16/10/20 to receive this refund which I will do. But why have I been treated like this I don’t know! Always been loyal to O2 with 3 of my accounts. I was very very disappointed!”

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Posted 4 years ago

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Posted 4 years ago

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Posted 4 years ago

“Customer service is really bad. I have spent 2 hours to get through and they keep disconnecting. I wish I could at least email them with my problem but customer service email is non existent or well hidden. I really regret upgrading with them. They used to be much better.”

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Posted 4 years ago

“have been faithful O2 customer for 11 years and always been totally satisfied with the service I have received. Yesterday I placed a new order for a new phone and screen protector for my son. Before I placed the order I confirmed with 3 people that even tho I lived in one county and my son in a different county, it was possible to have the order delivered to him. Guess what ........it was delivered to me today!!! When I contacted customer services to let them know that it had been delivered to the wrong address, I was told - "Sorry nothing we can do, you shouldnt have been told that yesterday. How you get the phone to your son is up to you." Thanks a lot O2 for nothing. If this is how you treat loyal customers. I will move ALL of my business elsewhere including the rest of my family!!!!”

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Posted 4 years ago

“Disgusting. Please avoid if you can. If you need help from customer service, good luck, because you will spend half the day just trying to find a way to speak to someone.”

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Posted 4 years ago

O2 is rated 1.4 based on 1,019 reviews