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 used to have great customer service. Not any more I have just waited over an hour and a quarter to speak to someone. Apparently they are "extremely busy". I am still waiting!! I have been during this time trying to get the help I need from their online chat. Painful!!! Virgin was so much better and quicker.”

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Posted 7 months ago

“Everything no SIM 2 months on being billed God knows why they use India 02 in Norwich can't even sort it just like dealing with a pot plant”

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Posted 7 months ago

“I still have no service, 3 days later PAC sent number blocked, no contact from them usual AI messages 🙄”

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Posted 7 months ago

“Wow, never delt with anything like this in my life. I am a pay and go customer on a push button mobile. They put a £10 top up on my phone that I didn't authorise. When I rang I was sent a security code by text. On push button mobiles you cannot access or read a text message when you are on a call. The guy said I had failed security and would not continue the call, he then hung up. I rang back, different person but same issues regarding the security check. He then tried to pressure me into signing up for a contract but then became rude when I declined saying I was not getting my top up back and also hung up. This was next level.”

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Posted 8 months ago

“I have been dealing with O2 since November of 2023, it is now the 20th of March 2024, O2 overbilled us in November for over £4000, only in January 2024 did they rectify their billing error, no one apologised or anything, come February, they shut off our services for no reason at all, we made our payment, have proof of payment on our O2 account, and they stated they can't find it, called back on the 26th of February because they sent us a threatening letter, the issue was not resolved, they stated that the finance team allocated our payment to someone else's account!!! We also made another payment on the 26th of February for the March month, however they did not allocate our payment to our account. I phoned again today to talk with a manager about the issue; John answered and said he'd want to go through the security check with me; the line became silent; I said "Hello"; no answer; I waited 8 minutes on the phone before he cut off the line. Their services are simply horrible, and O2 customer service is diabolical; they do not care about their customers, refuse to take accountability, and fail to address complaints.”

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Posted 8 months ago

“O2 has the most atrocious customer service in the world right now. I was on the phone more than 2 hours just to see Ware was my payment is. Because I don't see it on my O2 app. I got transferred 5 or 6 times to speak to different people explaining the same thing over and over again. My 7 year old could do the job better. useless customer service department. The should call them I don't care about customer department. No one knows anything. The only thing that's left for me to go and do their job. I got told today" I don't know what to say" I said can I speak to manager and she transferred me to a different department an that department managers was too busy. OFD How can companies like this operate and still be functional in the UK. No one knows anything.”

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Posted 8 months ago

“LAIRS DONT BELIVE A WORD THEY SAY. MANGERS DONT RING BACK”

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Posted 8 months ago

“My son and I went in Lancaster store a fortnight ago he needed a new phone and to come off my contract which took quite a long time to get sorted.,. I think it was Leo and Ash that sorted it, they were great got everything set up with separate contracts.Brilliant customer service.”

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Posted 8 months ago

“Honestly, o2 have given me the worst customer experience I’ve ever had. I’ve spent the past 10 months ringing o2 and chasing them up on their own errors. It’s cost me money, an incredible amount of time. I’ve rung so many times it’s a joke! Whenever you ask for a Manager to call you back they never do. I’ve tried four times. I can’t wait to get this issue resolved so I can leave o2 and never come back.”

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Posted 8 months ago

“My partners phone was accidentally washed. It was an old phone so it didn’t really matter. I took out the SIM card and found that it was too big for current phones. I phoned O2 customer service to ask for an replacement SIM card, and because I couldnt tell them the remaining balance (pay and go) they said they couldn’t help, that I would have to go an O2 shop. The agent then disconnected my call. Yesterday I made my way to the 02 shop in Union Square Aberdeen where I explain the situation but no joy was had. I was given the phone number for customer service even though I said I’d already spoken with them. The assistant told me I’d probably phoned the wrong customer service. I’m maybe elderly but not stupid Doh! Terrible way to treat an OAP who has been with O2 since mobiles were bricks. I understand that they have security to think of but I left that shop less than impressed. I found a small shop dealing in phones, he was very impressive and very happy to help. Black mark for O2, I am reviewing my options for the future.”

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Posted 8 months ago

“I came on holiday to France and received the message welcome to France etc, use your data as you would back in the UK etc....... Absolute rubbish. I have no data coming through. I'm stuck in France and I'm having to use my friends WiFi because I can't access my data. I've checked my O2 account and it says I have 25gb of data available??!! Over 4.5hrs of chat with 'experts' who couldn't help, I was put through to the international helpline and 45 minutes of wasted time...... To be told they've put through a ticket!!!!!! If it's not resolved in 24hrs I'm to contact them again!! No chance. I'm going to find another network when I get back to the UK..... What a waste of time. Worst customer service. Before O2 took over my Virgin account this would have been sorted out straight away......... If I could give no stars I would!!!!”

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Posted 8 months ago

“I was charged £80 extra even though my spending cap is set at £0”

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Posted 8 months ago

“Brought brand new phone brought new sim thought it be straight forward and put in sim away you go but no had to activate or something went in shop in Plymouth for a simple sim too go in both mobiles in Plymouth got more off a third degree then said wanted a photo off us even if we passed the questions then brought the 2 sim instead phoned customer service and that was just as bad so phong that still does not go get this phone telling elderly man I’m with this will be easy to go crazy”

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Posted 8 months ago

“I don't even wanna give them 1 star. The most rubbish network I have ever used. Don't waste your money guys on this. It doesn't even work on 5g. Really disappointed. Waiting for my contract to be ends soon.”

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Posted 8 months ago

“I had an issue with my sim card. After two weeks of calling customer services , on phone for many hours to Indians who did not understand me or me them , who did not sort my issue, i decided to travel to an O2shop at Glasgow Fort. Big shout out to ROBYN who took the time and trouble to help me. She went above and beyond to sort my issue with not much help from me. I had forgotten my memorable numbrr etc. THANK YOU ROBYN. Ypu are a star.”

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Posted 8 months ago

“I wouldn’t even give them a -1 🤬🤬🤬🤬Called to cancel my contract they disconnected the line completely and when I wanted me number they are saying they can’t do that as line is dead and I need another O2 pay as you go sim and they will get number transferred over I went and purchased that, now have spent more than 10hours to sort this issues but not got any where I have been passed around to different departments and get told as it’s over agent error we will activate the line and the back office keep rejecting this request and not one has managed to get the matter resolved now they are saying I need to get another contract out then they will get the number switched over then, I have asked all the advisers to get a manager on call but the management is as careless as its staff at o2 just a few screenshots of the many calls I have made”

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Posted 8 months ago

“Customer service is appalling return items then they conveniently can't find your item that was returned and pass you round the system from one person to another that also appears clueless”

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Posted 8 months ago

“I had a sim with o2 as part of virgin package. Never wanted it nor used. When it came to renewing I called o2 to cancel, after just over 4 hours being passed to different departments, left on hold and hung up on, I decided to simply cancel the direct debit. As they made it impossible to cancel the contract. I also wrote an email to their complaint department. I then received emails stating I’d be charged a penalty for missing payment. I called again, the exact same thing happened. This time just over 2 hours. Again, I sent a letter of complaint. I have again been sent demanding emails for payment. Just called again, after waiting 35 mins I got through to someone, I asked him to call me back if connection was lost (like the last few times!) then hung up on and no call back. I’m calling from an o2 (different acc to one trying to cancel) so they can’t say the reception is bad!! No replies to my 2 emails of complaint. I’m fed up trying to cancel a contract when they make it impossible. Awful company. Certainly won’t use virgin if I have to have an o2 account to get it. I think they make it impossible to get through so you can’t stop the contract.”

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Posted 8 months ago

“Hate 02. Rang there help line on 2.3 24. After 3 hours gave up. The custumer service people i carnt under stand what there saying? Canot wait for my over priced contract too end? On phone again too help line 90 mins gone by and still waitting for them too answer? Avoid 02 at all cost”

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Posted 8 months ago

“O2 a name synonymous for a cesspit. Due to a recent house move I was forced to move from EE to O2, and my god, I have never in my life experienced such bad, unhelpful and outright useless customer service. We are currently on day 7 without any service. I have been into the o2 store, been on the phone for hours, spoken on live chat, yet 7 days later, no one has an answer to why my phone doesn't work, and quite frankly no one seems to care. Please avoid at all costs, go to EE. The amount of suffering this has caused me in my personal and professional life is worth no sum of money. Go EE, and never look back to O2. What a useless establishment (as you can see from all of the other reviews)”

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Posted 8 months ago

O2 is rated 1.4 based on 1,018 reviews