O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,061 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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“Worst customer support ever”

Helpful Report

Posted 3 years ago

“I am truly shocked by o2 customer service and behaviour. Have on going issue for 2 months been waiting on 4 calls back which never happened, having to contact o2 daily to get this issue resolved. Been a loyal customer for over 20 year and now I'm treated poorly by there staff and company. Can not see this getting resolved noone cares and not willing to step out of there box or go that extra mile for there customer or company. Shocking, I WILL NEVER USE THIS COMPANY IF MY LIFE DEPENDENT ON IT. They read of stripes no emotion and they truly don't care. Shame on you o2”

Helpful Report

Posted 3 years ago

“If I could give 0 stars I would. Customer service will tell you one thing and do another. I have been with o2 for years, I tried to upgrade with them recently (as I am due to do so) but their prices are far higher than the other networks currently by £10-£20 more per month! I paid a lump sum back in August in the belief that I would be on a sim only rolling deal (not another fixed contract). As I wouldn't want to enter another 2 year deal on my current phone which I got refurbished (4years in total). I specifically asked if I could cancel at any time and was advised I could. Because o2's prices are nowhere near their competitors I started to look at other providers. I text to simply get a pack code, to receive a text saying if I wanted to leave I would have a £260 bill. I was confused and upset at this point as my phone has started to crash, I am a high risk pregnancy and needed to sort myself a reliant phone. I called customer services and the lady I first spoke to was lovely, said she was sort it, speak to her manager and get the bill cleared due to the misunderstanding. Give it 12- 48 hours and I will receive an email. Fast forward 48 hours I hadn't received anything in my inbox or junk so call to chase up. Long story short I get told that it is tough, I am still stuck with the bill. I would have received an email and letter with the fine print and it is my own fault. I told the lady that the gentleman who helped me said I can cancel at any point, and to listen to the phone call. She said I don't need to because technically you can (if you pay hundreds to do so). I explained when paying a lump sum in August that I want to cancel anytime, a rolling contract. I am annoyed I have ended up with a 4 year contract on a second hand phone. Will never be using o2 directly again, and will advise family and friends against them also. You need to explain when someone asks to be entered into an agreement that can be cancelled anytime, that is subject to hundreds of pounds being paid upfront!! I told the lady on the phone I was getting upset and she kept speaking over me and putting me on hold when I was in the middle of a sentence. Very infuriating experience. If you a desperate for me not to leave, then at least offer me a phone contract that isnt £10 plus per month more than everyone with less data!?”

Helpful Report

Posted 3 years ago

“The worst customer service from any company. Made multiple calls which originated with a simple enquiry but resulted in incompetent staff generating more issues.”

Helpful Report

Posted 3 years ago

“Terrible! Excessive charges after account closure. Lack of transparency and proper explanation for charges”

Helpful Report

Posted 3 years ago

“The worst company ever I ordered a phone from o2. I did not receive my phone so I went into the o2 shop to see what was happening? It was stated my phone had not come yet and would receive a text. A few days I called up customer services took me 45 mins to get through to tell me that my phone had been returned and cancelled. Yet again on the phone onto o2 had could not do anything after 2 hours on the phone then made a complaint. I heard nothing from O2 and then I called to see what was going on? I explained the situation and the customer advisor said “she would call me back the next day”. They never did and had a to make a call to them. Customer advisor telling me I could have a phone but not the contract planned I had agreed. As 02 was in the wrong because my phone was in the store and never told me. I would never use 02, don’t care about customers and don’t valve them. Avoid o2 and don’t waste your money.”

Helpful Report

Posted 3 years ago

“Haven't used my contract phone in almost 12months as the signal is almost none existent and data speeds would barely pass 10kbps. That's kbps mbps! Once my contract had ended I called to cancel to be told I will be charged an additional 30 days at full price due to cancellation notice! So much for the 24month contract, more like 24months and 30days contract. After going through cancellation with a rude and unhelpful advisor I was passed to customer service to check my final bill cost and after waiting another 10minutes on hold i was told no cancellation has been put through and no notes written. I was then passed back to retention tram to cancel again and again had to go through security and start all over again! This entire process has been shocking! Worst company I have ever dealt with. I honestly don't understand how they are still in business! O2 used to be the company to use, they are now very clearly the company to avoid.”

Helpful Report

Posted 3 years ago

“This company deserves less than a 1, I’ve had my contract now for 2 years and have complained over 10 times about the signaling issues, being that I never have any even in a city centre where apparently they have hot spots. As a paying customer I shouldn’t have to use these. Every time I do a live chat they give me the same speal that it is the phone and not there contract with the phone still being under warrenty. But my phone works with a different sim inside of it. Worst company I have ever used 12 months left and I’m jumping ship to someone who actually provides a service I pay for.”

Helpful Report

Posted 3 years ago

“The Pits... What can I say. Called to cancel (14 day cooling off period) after 2 years with EE. Finally got through to customer services team and told them I wanted to cancel, guy says I need to speak with my manager... Phone goes dead and that's it lol. Ignorant. Avoid. Reception is terrible compared to EE Ciao 02 ;)”

Helpful Report

Posted 3 years ago

“Worst network I've ever been on. No 4G coverage in my area despite their online map saying that there was (false advertising). I rang up to cancel my contract and after speaking to about 6 people I was told that I would only be charged for the current month. I then requested a PAC code and they told me I had to pay an early termination fee. After speaking to more people I was told a manager would call me back in 48 hours. A week later, I still hadn't received the call so I went to the local o2 shop. They were unable to help me but gave me an email address for complaints. After speaking to numerous other people and threatening legal action, I finally got a credit on my bill. Avoid at all costs - network coverage isn't as good as they claim and customer service is non-existent”

Helpful Report

Posted 3 years ago

“What a sham of a company firstly wronngly bills me 1054 for a return they had in their possession due to pac code transfer error second tried to upgrade two weeks ago paid early upgrade fee of 500 pound as I broke my tablet and my work relys on one. Ordered an iPad pro next day delivery stated was in stock next day gets an email stating awaiting stock from supplier went on to chat for them to cancel my order was told to wait 24 hours for the system to update 12 days later still telling me to re pay the upgrade fee and O2 still haven't refunded me the original upfront cost tried to sort this myself and had the call temrinwted by O2 multiple times. Just stay away if you don't want an head ache looks like I'll now receive my device after Christmas not happy”

Helpful Report

Posted 3 years ago

“What an absolute bloody joke on how o2 is as a company To say that I will never ever have a contract with them again is an understatement. I am so angry and to be made to feel like I’m a liar several times from them has made me flip today. I am now having to pay the late payment but from advice that the final payment was in august which had been paid I am now out of pocket thanks you very much this is with gritted teeth but please be aware that this will be the final payment. O2 are not getting any more money from this girl ever again. Rant over. This has been going on since early on in the year”

Helpful Report

Posted 3 years ago

“Customer service is awful. Ordered a supposedly in stock phone on upgrade for them to email me to say the phone I'd ordered is of stock and would be delivered within a week. One week passed and no phone. Customer service telling me the same robotic response. And if you go on there website the phones are still showing in stock. But click and collect days are changing. I think they need to be honest with customers that have been with them for years. Yet if I wanted to buy the phone outright now someone would fly over and drop it off with a cup of tea in hand. Unloyal company only wanting new customers so will let the upgrades and loyal o2 customers wait. If I don't get any answers by the weekend I'm leaving o2 and shopping somewhere else that cares about their service users.”

Helpful Report

Posted 3 years ago

“If you are a loyal customer I would leave when you can. I have been a loyal customer for 10+ years now. I have only missed 1 payment due to losing my job after having a car accident. I contacted 02 on live chat informing them of this and advised I couldn't talk on the phone due to still being in hospital nor could I make the payment till the end of the month which I was going to pay both months in full. They then cancelled my whole contract and asked for the remainder of the contract to be paid in full which is stupid to say I couldn't pay a month. I am now seeking legal advice as this has caused extra hardship and stress in my life and will be taking this further. If you are with 02 all I say is good luck to you they are greedy.”

Helpful Report

Posted 3 years ago

“I went through an unspeakable ordeal after my two years contract with O2. My long held special number was deactivated while I was still on call with O2 advisor without an option to port my number to another provider. For week of calls, every advisor told me different stories. One directed me to buy a new sim and visit their shop to transfer my number, in the shop, the manager was very rude and she could assist. Today, I was transferred on call to four different advisors with each asking sets of security question, after about three hours of interrogation, I was left unattended for about 45 minutes and timed out. Imagine the lost of business revenue, connection with family and friends and access to other services registered with that number. In my view, O2 is insensitive, deceitful and lacks credibility.”

Helpful Report

Posted 3 years ago

“I have been a customer for 15 years and I don’t know what’s happened but they are rubbish, long story short my phone has a manufacturer fault, o2 store said it was under warranty o2 customer service said it’s not , sent my phone off for repair through o2 store got it sent back not repaired . I now have a phone to pay for that doesn’t work through no fault of my own that I have to continue paying for 2 years ! I will leave asap”

Helpful Report

Posted 3 years ago

“Having opened an account for the samsung watch I had bought it turned out that the watch did not function as O2 had said it would. I therefore cancelled the account within the cooling off period, along with my direct debit. Months later I discovered that O2 were saying I had accumulated a debt. They sent no letters or notification of any type to me, however my credit rating was ruined as a result. They are required to inform anyone before doing this. I phoned them and they admitted the mistake, that there should never have been a debt & said they would rectify it. 3 months later they have failed to do this - I call them repeatedly, they say they will put it right and then ignore it. This has happened on three separate occasions now. They promise manager call backs but never do & I am still unable to mend my credit rating. Their behavior is disgusting & they simply don't care.”

Helpful Report

Posted 3 years ago

“Horrible customer service and quality. I had problems with internet. I spent hundreds to figure it out and fix it myself because they would not do anything or send anyone. They sent me a free SIM card with free internet to hotspot in the meantime because we work from home. After 2 weeks, they started charging an outrageous amount of money for the "FREE SIM card". We try to cancel by phone: 30 min waiting with music A guy picks up, i give my credential, and after another 30 minutes waiting for the guy to check my credentials a never coming back y had to hang up as it costs me money. Now paying a sim card that I don´t use and they wont let me cancel or give back. The app is terrible and does not work at all.”

Helpful Report

Posted 3 years ago

“I've ordered a new sim and it seems impossible to activate it while keeping my old number. Instructions on website are useless, if you call, there is a robot voice which gives you 1000 options to choose from, does not understand you and then hung up on you....it should not be that difficult. I guess I will find another provider, thanks for the useless sim.”

Helpful Report

Posted 3 years ago

“wow I have never seen anything like it, they say one thing and do another. I referred an 82 years old friend to them, worst mistake i have ever done. the one star is for the delivery because they delivered the phone. on taking out the contract they promised her they were going to help her retain her old number and put her balance towards her new contract, but once that was done, everytime she called them they switched the woman off. the shame I dare for referring her you can't imagine, now I want to go to her house and cancel the whole thing but work isn't permitting me 🤮🤮 worst experience and provider ever”

Helpful Report

Posted 3 years ago

O2 is rated 1.4 based on 1,061 reviews