O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,018 Reviews

9 %

of reviewers recommend O2

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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 is a dreadful company, and their customer service (to UK customers, I should specify) is abysmal. My long career as an O2 customer/victim (since 2014) has had its ups and downs, and there have been experiences good and bad. But mostly bad, and my most recent exchange has led me to post this review, so that others might be forewarned. Long story short - a month ago, prompted by O2's merciless campaign of ads to my mailbox, I took them up on their offer of a Galaxy watch on a modest data/device plan. Key point to note is that I added this AS A BOLT-ON to my existing plan with O2 (which had long given me free calls and texts, plus 5gb of data a month). The folks who put the transaction through messed up the deal. They put the watch through as an upgrade rather than a bolt-on, which immediately downgraded my existing plan, and left me in a position whereby I now had no calls or messages, and only a fifth of the data, covering both devices (phone and new-fangled watch). Hence endless costs incurred to my account, and texts on a weekly basis telling me I was 80% through my data. Guess what happens when you call an O2 call-centre? It's a bit like the bridge scene in Apocalypse Now. You know someone *must* be in charge, but god knows who. Distant music plays, interrupted by static. A voice murmurs in the distance. Chaos reigns. The centre cannot hold. Am I still here? The horror, the horror. After two hours, I'm told by one of the automatons, via live-chat, that it is now too late to return to my old halcyon airtime/data plan, because too much time has passed since I ordered the watch. Dealing with O2 tonight brings to mind Gen. Kelly's description of working for President Tr*mp: "We're in crazytown. I don't know what any of us are doing here." I hate this company, hate them into little pieces. They practice state-sponsored larceny, grinding every penny they can out of working people in tough times. They take us all for fools. As patchy as the EE signal is around here, I would far rather give my money to Kevin Bacon's retirement fund than prop up this wretched, hateful company one more day. So loooooong, jerks! (ps. I will say that Carla, who ultimately helped get me out of my abusive relationship with this company, was very empathetic and courteous).”

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Posted 2 years ago

“Internet freezing not great experience at all I live in leeds 9”

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Posted 2 years ago

“i went abroad on holiday, my phone bill is normally £20 a month, they have now billed me £103 because i left the country and used my phone maybe 6 times, i contact O2 after being a loyal customer for over 15yrs and they really couldn't care less, piratically laughed at me. im leaving O2 due to this experience with them.”

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Posted 2 years ago

“O2 has the worst customer service in UK. I visited their store in portsmouth City center yesterday and met with 3 agents who said 3 different things contradicting themselves. Was told to be attended to by one of their agents who said no he prefer to attend to someone else. A lady eventually came to our rescue and was behaving like she's doing us a favour. Very rude set of people, they lack professional approach, no enthusiasm, she asked for our account details and said it not correct despite the fact that direct debit has been set on it. She just said "your account has been blocked their nothing I can do". I will never recommend it to people and will discourage any one I know from having anything to do with them.”

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Posted 2 years ago

“Absolutely no customer service, the store manager in crystal peaks is probably the worst I've ever seen and contradicts himself when you approach an issue with him. Also little to no coverage in many many places!!”

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Posted 2 years ago

“So received a new SIM as part of their collaboration with Virgin Media. Unfortunately, like so many other customers you can't get into the account as it states account has not been activated. The first rep that answered after 30 mins (don't even want to bother with the nightmare voice activated robot before that) well he took down the whole story and decided he could not help and put me through to South Africa. Here I had to go through all the security again and this was unecessary. The side issue is my Wife set up the virgin media account and they phoned me in my car for the offer, as it comes out of my bank by direct debit. So I am perfectly able to accept the deal on my own but I need my wife to pass security to fix the issue. Anyway the woman was either deliberately winding me up or had an uncanny knack to remain silent and only talk at the exact time I spoke. To the point where I said let's use radio techniques and I will say "over" when I am done and it is your turn to speak. Her response was of course complete silence until I spoke again after another awkward silence. Trying my best not to turn into Basil Faulty the call came to a farcical end with absolutely nothing resolved. It ended with her reporting the failing as an It request to be investigated within "several days". A total nightmare service and this call could have been completed in 5 mins instead of 55. This would mean a far shorter wait in the initial que. However I am convinced they are winding people up on purpose and probably uploading to tick tock or something like that. It is the only credible reason for the excruciatingly painful support that was offered with zero resolution. I am looking to terminate the agreement but have no idea where to start. So bad.”

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Posted 2 years ago

“The worst network provider in uk. absolutely appalling customer service time and time again. every single customer service member has attitude problems. they do not listen nor do they genuinely attempt to help. their first recommendation is always to pass you on to someone else. They do not log all the conversations (security concern). All in all do your research and speak to existing O2 customers before locking yourself with a company who has appalling customer service. not only they are rude, no interest in helping but on top that they are abroad, very difficult to understand, they also use (voip) for their telephone lines. Bad quality sound. If you do not want issues do NOT join o2.”

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Posted 2 years ago

“AVOID WITH ALL COST.. Once you get in you can’t get out. Terrible network coverage. Useless. I’ve joined March 2022 and since then I receive every week messages that there is a problem with a mast in my area. For half a f..ing year. I travel in the UK in many different locations everyday due to my business and it’s the same. Burton Upon trent, Derby, Nottingham, Birmingham, London, Bournemouth, Leicester, Liverpool, Bristol , Manchester and many other locations tested personally by me so far. My phone is not showing 4g very often. If it does it it stays for 3-4 minutes , sometimes i get the chance to load a song while driving but 90% of the time I don’t have internet, i need to out the phone in airplane mode and back to restart it. When you’re out with friends and want to show them a video online or something you can’t. On the motorway if you want to listen music , from a 3h journey you are lucky if you get 6 songs. Sometimes it’s showing 5G and nothing loading. Very poor connection. The phone has been checked by Apple who said the phone is fine. When I contacted back the O2 they said that this is all they can do and this is how their network is they can’t do nothing and if i want to cancel the contract i need to pay £800 . So I’ve wasted £63 for 6 months which is £378 and they’re telling me to pay £800 more to keep the phone and cancel the contract. Iphone 13 worth £1200 f..k robbers when in Apple shop is £800 and i can pay monthly instalments with 0% apr. I’ve told them that i will pay £830 how much is the phone , minus £378 what I’ve paid till now, but they don’t want to do that. Neither monthly instalments or to take the phone back.. Useless they are. Take your device and services back and let me find a proper network stop behaving like Mafia , providing sh.t services and enforcing you to pay cancelation fees for something that doesn’t work. You should read all these negative reviews and do something about it , because I’m not the only one repeating you the same issues. I will make videos on youtube everyday from different locations to show how their network works. Before i will cancel the contract i will make sure i show to as many people as i can the quality of their services and the customer support so you don’t fall for it. O2 and Aerial Direct the worst providers in the UK.”

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Posted 2 years ago

“Very very bad customer service at all for now though I have been trying to speak to the customer service manager for my unfortunate situation but they are not interested in helping me out with the help of my phone bills I don’t have any phone service at all for now though lol because I have been in the hospital for over 2 years now though lol due to brain cancer and I am not working properly at all for now though lol but I have spoken with the customer service about this but they still disconnected me for now though lol I can’t get any more calls or messages from me doctors anymore now though lol so I don’t know what to do anymore now though lol but it is not good for sure now though lol so I don’t know what to do anymore now about this but it is not working properly at all for now though lol I hope they will get some humanity in them soon as possible for me for sure now though lol I don’t know what to do anymore now though lol but it is not good for sure now though lol”

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Posted 2 years ago

“Had money stolen from my account for 14 months after in store members of staff didn’t cancel a policy properly. I have now spent a month on the phone trying to get MY money back. I have been lied to, promised my money multiple times, promised call backs that never happened and hung up on. I’m now requesting a letter of deadlock to contact the financial obudsman, it seems like this is the only way I’ll get my money back. Disgraceful company, hideous attitudes”

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Posted 2 years ago

“Giving them 1* is being generous.... Awful, awful company who have messed up my credit score due to an error at their end and now I am paying the price for their complete and utter incompetence. Customer service is a joke, I have spent hours making calls, sending emails and visiting my local store to be fobbed off and told to contact a different team or department. O2 seem completely unconcerned about the financial and emotional consequences of their mistake. My husband will be leaving them too and I will be looking to complain as I am sick of trying to sort out their mess.”

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Posted 2 years ago

“Not safe - 02 accepted a contract agreement under my name and address without checking Cifas as my name is on red alert (victim of identity fraud) since beginning of July. Any reputable companies would have checked with Cifas before agreeing to a new contract for eg Vodafone checked with Cifas and blocked and rejected the application straight.away. I have reported it to o2 customer service and 02 customer service have assured me that the mobile and account has been blocked. He gave email o2fraudteam@o2.com.I have given them the detail and waiting for a team to contact me. I have report this to Action Fraud. Very concerning.”

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Posted 2 years ago

“Dear Sir or Madam We have been speaking to an engineer who is currently putting up a mobile phone mast at Muswell Manor Shellness road Leysdown Kent ME12 4RJ. Engineer has said that there will be noise coming from the generator 24hrs 7 days a week and that there will not be any sound proofing all around the generator. We object to this strongly as we live at the above address and will have the continuous noise from the generator of which we strongly object to. Can you please telephone us on 017955 510245 and mobile number 07989976728 as we need to talk to someone now about this. Regards Sharon and Terry Munns -- Sharon & Terry Munns Muswell Manor Holiday Park Shellness Road Leysdown-on-sea Isle of Sheppey Kent ME12 4RJ”

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Posted 2 years ago

“Having a credit score of over 800 out of 1000 and in a position to look at buying my first house, going from the end of a contract with EE that was £36 a month, not missing a single payment, with the phone still in tact, i decided to opt for a sim only deal. O2 offered more data for the money (£8) a month. So i applied…..and was declined. Credit score dropped over 80 points. O2 gave no justification as to why they declined the application. Really bad customer service. I went back with EE in the end for an extra £2 a month. Can not understand their criteria at all and felt totally disregarded by any staff i spoke to. I would recommend staying well clear of o2”

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Posted 2 years ago

“Ruined my credit file with a duplicate account that's been on there for 3 years!!! This has had a negative affect on my credit score. Interest rates and acceptance.. Very sloppy on there behalf and anyone that uses o2 should check there credit file for duplicates!!!”

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Posted 2 years ago

“Internet never works on any beach, any high street, any fun fairs and any parks.”

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Posted 2 years ago

“Never give them your crefit card number! They will keep charging you even after you cancel all of their services. I spent 3 month dealing with this company trying to cancel what I didn't order. I still had to pay for it. Now they are back charging my credit card. They are just robbers hiding behind a company name. 02. How could they stay in business is beyond me.”

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Posted 2 years ago

“Absolutely terrible service, pretty much daily I have an issue in multiple places OUTSIDE. No data, no 4G, no 5G, shambles customer service. I have tried three phones, been in to their store many times, absolute jokers and a waste of my time. Never again o2 in my life.”

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Posted 2 years ago

“Moved to Cellnet back in 1994. I have tried and moved to many other mobile network providers over the years. I now always buy my own mobile phone and get a 12 month sim only deal 30GB data, unlimited minutes & unlimited texts for £8 per month. I always setup a spend cap, premium rate bars and limits on my account to stop any nasty surprises on my monthly bill. It would be fantastic if bars could be turned on or off in the My O2 app please. Thank you.”

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Posted 2 years ago

“Don't waste your time, terrible service, signal hit and miss, missing calls regularly as they go straight through to answer phone. Not great for business purposes at all. When a call does get through, the caller always complains that they can't hear me clearly, sound like a darlic, trying to get released from a 2 year contract to change to a decent service with a good service provider.”

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Posted 2 years ago

O2 is rated 1.4 based on 1,018 reviews