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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“I dont normally do this type of thing but i have had enough now with the service I havent been getting. I changed my Virgin Media package at the beginning of the year that should have included an 02 sim which is billed separately. I never recieved the sim and even after chasing and speaking to people on the phone, through chats and going in to an 02 shop i still dont know my account number or have a sim but have been charged £50 so far for nothing. 02 say i have to speak to VM and VM say i have to speak to 02. I have normally defended Virgin Media in the past but this is appalling. I will have to rethink my account with them in the future as nobody will take responsibility and as for 02 I will never deal with them again in the future. Please beware people. #virginmedia #02 #virginmedia02”

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Posted 2 years ago

“This is really ridiculous.. i got new sim from O2, I called their customer care to migrate my into my old number, it was not supportive call.. he not responded in friendly manner. I used their chat service many times, no quick response, that we can forget. But i have to share my details around 4 times to complete migration into old number. When i contacted them again to know status they asking me to share the details again. What should i do??? I don't want o2 any more, its not completed 14 days so I hope there will be no any contracts.. I can terminate it without any lose.. its their mistake not mine... I don't want to share any details again.. Their final response, Hello Ajin, thanks for messaging O2 and waiting whilst connecting to us. Apologies for the delay in response. I really appreciate your patience. Thank you for choosing O2 as your new network service provider. I'll take a look at your account and the Port in status Just to let you know, this isn't an instant service so you can carry on with your day, your phone will let you know when I’ve messaged you back - Think of this as a WhatsApp style messaging conversation! I've checked the previous conversation and see that see that the port in request was placed yesterday itself on 19/03/2023 and the port in has been scheduled for 21/03/2023 hence ideally your number should've Ported in by now however I see that the Port in is not completed yet. Please accept our apologies for any inconvenience this may have caused. Rest assured, I’ll be happy to place the request to transfer your number to O2. I need to share a few details regarding this request. If you need any clarification, please do let me know. You will receive two text messages: One text message will be sent once the port has been booked to confirm the date. This will followed by reminder text on the day of the Port-In. You should make sure you back up any contacts you have on your previous provider's SIM, as these won’t be accessible once the number has been transferred. You will lose service for a period on the Port-In day, as the transfer is being processed. The Port-In will be completed by 6pm. You should restart the handset with the new O2 SIM regularly, until service has been restored. Text/Picture messaging may not work immediately after the Port-In, however, it will be up and running within 24 hours of completion. You can check your remaining allowances by sending the word BALANCE to 21202. This service won’t work for the first month due to the number port, however, it will be up and running after the second bill. You'll need to be in the UK when your number switches. As you have taken a SIMO deal with us and if your handset is locked to your old service provider, please contact them to unlock your handset. Please restart your device to check the network. You may be required to try this a few times till services are restored. Let me quickly ask you a few details with regards to the transfer (Port-in) request. Could you please confirm the mobile number that you wish to keep? Please confirm the temporary O2 number that you wish to replace May I have the PAC (Port Authorisation Code)? (A PAC normally comprises of 3 letters and 6 numerical digits for example 'ABC123456'). May I know when did you receive this PAC from your previous service provider? Please confirm the SIM Serial number of your new O2 pay monthly SIM? (It will be mentioned on the flip side of the SIM). Will you be in the UK at the time of Port -In?”

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Posted 2 years ago

“Network coverage where I live has gotten steadily worse in recent months. Mobile data speeds drop to 1 or 2 Mbps and 10 Mbps at best. I was getting 35 Mbps in rural Portugal!! I have contacted o2 about speeds but they just say there isn't a problem in my area. The problem is all providers are poor so nowhere to go. We are the poor man of Europe with internet speeds.”

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Posted 2 years ago

“Kept being told lies and promises told I would get a call back twice and I didn’t , told I would get a call back from a manager I didn’t, told I would get a call back today I didn’t, told I would get my money back 10 days after the 15th February never did, waiting on money still, told I would get the phone first as started nee contract and then send this back but not received phone yet told need to send this one back first, so all in all switch up is a waste of time and o2 as a whole is a scam.”

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Posted 2 years ago

“If I could zero stars I would. O2 customer service is complete rubbish and unprofessional.”

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Posted 2 years ago

“Broke my contract as well as my parents after 15 years. Took funds from bank account even though the contract was stopped. Have had nothing but hassle and stress. Now have a bill in for £900 for the 3 accounts!!!!!! Like really!!!! And that’s with having contacted o2 on numerous occasions”

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Posted 2 years ago

“O2 just make it hard to pay them the remaining settlement fee. Think it's just so they can squeeze every penny from there customer base having to wait 30days then an extra 15days just to cut you off. I paid £200 upfront to get a contract with O2 but unfortunately the connection was terrible cutting out on business calls & family emergencies. To top that off it seemed impossible to change the dates for when the money comes out because majority of the staff members are pretty useless. Also my bill was supposed to be £50 a month but I started getting charged £75 to £90 a month for a sim that didn't work. It actually worked out cheaper to cut off all tariffs paying only £20 a month then having a second SIM with smarty for £20 a month unlimited everything. So due to the prices constantly increasing I tried to terminate the contract in the first 3months of having it & trust me the staff members made it impossible. I wouldn't recommend O2 if you want anything reliable.”

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Posted 2 years ago

“Trustpilot reviews Trustpilot Thanks for your review! You reviewed O2 Add photo Tom 1 review GB Rated 1 out of 5 stars Worse customer service and literally RIP you off! I have 2 mobiles with virgin. Virgin and O2 recently merged apparently so about a year ago I was offered a better plan from Virgin if I kept my landline with them and my 2 mobiles phones with O2. I accepted, recieved 1 sim card (I have 2 mobiles number) from o2 and I needed to give them the cide to transfer my existing numbers, but I had to wait for the other sim card before doing it. So I decided to cancel the plan within the time of cancellation. After that, I saw that my account was debited the amount of the plan by o2 on top of my vrigin bill. I called them and they've told me that it was sorted and they will refund me. I didn't pay attention about the refund but I saw that it was still collected. I called again. Then I blocked the direct debit. A couple of month ago I recieved a letter from a recovery agency for O2. I called O2... again... and they contacted the recovery agency. Before I called them, I checked my bank account and I had a good amount of money taken from my account. I asked for a refund and it has been nearly 2 months that the refund will be on my account in the next 5 working days. I called O2 more than I call my own mother! I spend a incredible amounts of time on hold, with one of their employee I spend more than 10 minutes opening my file because they couldn't understand my postcode starting with "d for Delta" that in her ears became "B for Beta or e for Echo,...". Yesterday I called again, same show! Waiting, waiting, waiting, until I finally spoke to a guy that says that he has to put me on hold to contact the financial services. Then, he told me that because the account associate to the number I cancelled and never used have been closed they couldn't do the refund until they are certain that the recovery company (remember the one that I recieved a letter 2 month ago) confirmed them that file was closed with them. I recieved a letter from that company on Monday (2 days ago) saying that my file with them was closed. Then O2 asked me the name of that recovery agency, obviously I can't remember it but most important, they are the one contacting them at the first place!!!!! The employee was supposed to call me back yesterday and guess what... He never did! I think that this is a strategy to for me to give up and they will not have to refund me!! I have been with Virgin for more than 5 years. I have now moved my broadband with Vodafone. My 2 mobiles number will automatically switch to O2 very soon apparently. It is time to move on. I never seen such a level of dishonesty and incompetence. I dont want to have anything to do with O2 anymore! When I switched to Vodafone, I needed a refund as I paid to much. It was tiny amount, but it has been done on the day!!!! Avoid O2 by all means!”

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Posted 2 years ago

“Migrated from virgin mobile which had really bad customer services to 02,been with them 5 months then i got a message saying my bill was going up by 14.3% in April,called the customer services and told em that i was told no price increases when i signed up ......and the response was....sorry but you have no choice but to accept it and pay it.Well 02 guess what im not and i wont ,i have just signed up with a new mobile provider......short terrible company and experience that i will never forget.”

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Posted 2 years ago

“O2 you are a disgrace!! People I advise you all to boycott this company as soon as your contract ends. Giff gaff much cheaper and rolls month to month giving you flexibility. This is nothing short of theft!! Its not justified for the service anf I did not sign up for year on year rise of this nature. VOTE WITH YPUR WLLETS PEOPLE!”

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Posted 2 years ago

“The worst network to use. The signal gets lost consistently, poor value for momey. I wouldnt recomend anyone to use o2.”

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Posted 2 years ago

“Rubbish rubbish, really bad network really bad signal”

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Posted 2 years ago

“Rubbish rubbish rubbish....don't sign up with O2 you'll have nothing but trouble...”

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Posted 2 years ago

“Absolute disgrace. 18% price hike after 2 months”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“02 are a greedy company who take payment that you don’t have for services you haven’t used yet. I will be cancelling as soon as their line is open this morning. I haven’t even activated my sim yet & they have taken months of money out of my bank (that I didn’t have in there) so I now have an unauthorised overdraft to deal with. DO NOT JOIN 02 EVER!!”

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Posted 2 years ago

“I was an O2 customer for 8 years in Germany. When moving abroad, I ensured on four separate occasions (once online, once via phone and twice in person) that the account was closed. Sure enough, I get an O2 bill sent to my new address overseas. I have called customer support numerous times and they cannot resolve the issue. They want to send a code to the phone number that no longer exists and want me to access the online portal related to my account that also does not exist.”

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Posted 2 years ago

“Absolutely impossible to speak to the unprofessional. They don’t listen, they go off of their own word. Don’t want to answer questions. Acting like they are “obliged” to not say something when they can like telling me their name for future references. Absolutely diabolical.”

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Posted 2 years ago

“Do not get anything from this business”

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Posted 2 years ago

“13th of Feb my porting to O2 took place, since then Im unable to receive any calls or messages. 8 times called their service desk each time its 30min waiting time. Had no help whatsoever - absolutely disaster. Raising official complaint to Offcom. Unable to get PAC code to move elsewhere since PAC is sent by txt and since porting has failed I cant recive txt but those i.(poeple).ts dont understand”

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Posted 2 years ago

O2 is rated 1.4 based on 1,061 reviews