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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“No one responding to emails. Can't get through to customer service”

Helpful Report

Posted 11 months ago

“If I could give negative 10 stars I would. Absolutely TRASH customer service. Lies and lies and lies. They have loop holes to make you pay for things you did not agree to (example below). I have had to call REPEATEDLY to cancel my O2 contract. I moved back to the United States almost 2 months ago. I called in to CANCEL my O2 contract on October 30th, 2023. They said they will be sending me a final bill in 14 days - GREAT happy to pay that. Then a few weeks later I realize that not only has my contract NOT BEEN CANCELLED, they are still CHARGING ME!!! And then I call in with Customer Support (after almost 45 minutes on hold) and he is telling lie after lie saying that on October 30th I requested to keep my UK number which is why I'm still getting charged. I said that is absolutely not the case. On October 30th I specifically and repeatedly requested I DO NOT WANT NOR NEED THIS UK NUMBER. PLEASE CANCEL IT. I even told him to go listen to the recorded call, so he put me on hold for 5 minutes and went to go listen to it. Why would I need a UK number if I live in the United States?!??!!??! Then after he listened to the call from October 30th, he said he would credit me £60.17 and I said ok fine that is better than nothing (it should have been £75.40). Then he goes to get confirmation from his manager for the credit amount and puts me on hold again. After a few minutes he comes back and says, actually I can only credit you £30... WHAT??? Then we argue back and forth for another 10 minutes... to no avail. He says if I want the £60.17 credit I'll have to wait for a call back from his manager in the next few days. I said ok how about you credit me the £30 now and I'll await a call from you manager for the remaining £30.17. To which he responds, "no that won't work because the credit can only be applied once". ARE YOU KIDDING ME. O2 made the mistake by not cancelling my contract like they said they would and I'm the one who has to foot the bill for them not doing their job? So finally I just accept the £30 credit because what are the odds his manager actually calls me back? Also I'm based on the West Coast so he'd probably be calling me at like 2AM anyway... Needless to say, when you cancel your O2 contract, make sure you are ALLLLLL OVER IT because they will try to deceive you and keep charging you. Or if you can avoid them all together, do that.”

Helpful Report

Posted 11 months ago

“I would love to put 0. I handed my phone over for repair on 2nd December with a pixel issue phone under warranty still. Was sent away with no recorded physical damage no recorded water damage got a text to say not warranty dent by screen have since been given the brushoff from the store and customer services neither willing to resolve the complaint promises of callbacks that don't happen from managers worst customer service experience I have ever had issue still not resolved no one has got back to me very angry Mrs Connon”

Helpful Report

Posted 11 months ago

“Seriously the Worst Customer Service in the World !!!”

Helpful Report

Posted 11 months ago

“Pay and go customer service is rubbish had call multiple times with same problem problem not resolved they cut calls after 30+ minutes of me waiting .... Gave up trying going to leave network as it's frustrating”

Helpful Report

Posted 11 months ago

“Awful customer service. They say they will sort the problem out everytime on the phone and it takes 45 mins each time you call them. I have been disconnected for 3 weeks now for no reason despite 02 suspecting a scam. I have been a loyal client to them for over 10 years now. I think 02 has had its day now and all my friends are on better networks that offer far better competitive rates”

Helpful Report

Posted 11 months ago

“An excruciating experience on the phone trying to buy an £8 a month sim only deal. The sales assistant could only read from a script and not listen to anything that I was saying. Told me she was legally obliged to read out ALL the other phone package deals as a condition to my sale... Took 20 minutes.. I HAD TO individually decline each deal! When we did get to my payment they insisted on a credit check, despite me not being a new customer. Then I was told the system was down and the credit check could not be completed. I was to call back on Monday. I did, only to be told that there was nothing wrong with the system, the caller was just 'politely telling me I had been declined'... Really??? You've got to make this a more customer friendly experience 02. Poor sales experience all round. Date of experience: 17 November”

Helpful Report

Posted 11 months ago

“Loyal and long term customer of 02. Over the past 12 months I’ve needed to contact them over 50 times regarding the same issue, took 10 months to finally resolve the issue. Numerous failed promises to call back. 4 complaints closed with no outcome. Passed from one department to another. No clear processes between departments. Called Friday again. Over 1 hour and 7 minutes on the telephone to be cut off when finally transferred to a manager. I was still on the call when a manager tried to call me. I obviously missed this call as was still on the phone to 02 customers service advisor. Tried to call the number back to find out it was virgin/02 number and no one could help and sent me back to 02 customer service. Another 35 minutes on the phone to be told they would call again. Surprisingly no call back again. Worst customer service ever and complaints are simply not actioned and closed without a response. I will be leaving 02 at the end of my contract after 25 years of being a customer :-(”

Helpful Report

Posted 11 months ago

“This is the worst customer service who don't even know what they're talking about. They will send you sims when you sign up for only one because they're desperate for customers and charge you more than what they've said. On addition they will send you an extra sim and charge you for not using it even. Eventhough, you explain them that I don't need extra sim they will say it's cancelled still being charged for that. What a waste.”

Helpful Report

Posted 11 months ago

“Disappointing Service and Unresolved Issues with O2 've been a loyal customer of O2 for a considerable time, but my recent experience has left me deeply disappointed and dissatisfied. I initiated a request to change my phone number, expecting a smooth transition. However, what followed was a series of ongoing issues with outgoing calls that persisted even after receiving confirmation of the number change. This left me unable to utilize the service as intended. Despite multiple visits to the nearest O2 store, numerous explanations to their staff , and a significant investment of time and money, the problem remained unresolved for over three weeks. To add to the frustration, when I sought assistance regarding termination fees for a service that failed to meet its promises, the response was disheartening. O2 insisted on a termination fee of £38 and required payment for the remaining bill for my number, despite the service not being up to par. This lack of acknowledgment of the inconvenience caused and the insistence on fees for a service that wasn't delivered has led me to contemplate legal action. It's unfortunate that a service provider fails to value customer time, money, and effort, leaving them with no choice but to seek alternative resolutions. I am deeply disappointed with the level of service and the lack of resolution. As someone who values fairness and customer satisfaction, I'm compelled to share my experience to alert others. I advise caution to anyone considering O2 services, as my recent encounters have been far from satisfactory.”

Helpful Report

Posted 11 months ago

“Awful customer service. 2 whole week from setting up my contract and countless phone calls trying to get through and transfer my number over, they still haven’t done a thing and I’m being charged for the contract but they can’t give me my phone number. Currently on hold as I’m typing this. Have been for over an hour now. Not even the o2 in store branches can help with anything. I was in store for an hour while the advisors were trying to get through to customer service and still couldn’t help in the end. I can’t even get my PAC code to go to another provider as they’ve deactivated my account and number this company have 0 care to current customers, they won’t help you with anything and will only speak to you if you want to buy. DREADFULL”

Helpful Report

Posted 11 months ago

“I have spoken to 02 customer services centre three times since they decided to place a Default under my name and address with an credit reference agencies. The last time I spoke to someone was on the 15th November at 9:47am. I was told also on that date that I will receive an email within 3 working days stating that you have contacted the credit refference agencies to delete the defaul on my file that should of not been there in the first place. I have given you many months to do this which I am still waiting for this masteries email. I am now extremely annoyed from that I will be now contacting my solicitor to commence legal action against your company from which you have damaged my credit file. I have all recordings of the conversations that I have had with your staff saying this are going to do this when nothing has yet been done. The weird thing is that, I never even had a mobile phone with them. All they do on the phone once they understood what your saying is put you on bl....y hold so many times, then come back and make promises that are all lies. They placed a default on my name and address with the credit reference agencies since March 2023 which has led me to almost being homeless due to not being able to move, and they still have not done what they were meant to do, which was contact the agencies to delete it from my file. 02 needs to be shut down. I would avoid it like the plague. Looking forward to now taking the jer.ks to court and having a lovely lot of money in my bank account called, compensation for the damage they have done. Please contact me within the next 24 hours before I contact my solicitor to commence legal proceedings.”

Helpful Report

Posted 11 months ago

“Terrible customer service - avoid”

Helpful Report

Posted 11 months ago

“Customer service don't care they will pass your issued to someone else and try to avoid dealing with you and every customer service you speak to say something different about the same issue it seems like they all been trained by different manual or trained by different companies different rules. They can't input details in the system correctly. For over 3 months I've been calling customer service to change my bank account because my bank account was closed I have a new one and they can't even do that put a new direct debit in action. If you call them you'll be on the phone more than one hour that's before you end up speaking to someone.”

Helpful Report

Posted 11 months ago

“My.review is to show how frustrating ot is to get any response from 02 after several times of writing and I am wondering if anybody has had the same experience, which I think.is appalling Dear Sir/Madam I ordered my phone 20.09.23 from 02 with a promotion for Samsung earplugs After 30 days. Having not received them, I have constantly been in touch with you and never had a reply from your customer services, who send an automated reply saying I will get a reply within 7 days, NOT ONE OF MY COMPLAINTS HAVE BEEN REPLIED TOO. I have been given different excuses, time after time, all ending with give us a few more days. I am totally let down with 02 and all your services, having been a customer for so long, I thought I would have been treated better than this, but now looking at your reviews, it appears a lot of your customers have been treated the same. I will send this to you recorded delivery, in case this email doesn't get a reply ,like all the other emails I have sent to you. Please let me know if you are going to resolve this or I will take it further Yours Sincerely Mrs Kaye Wilks Sent from Outlook for Android I ordered my phone 20.09.23 from 02 with a promotion for Samsung earplugs After 30 days. Having not received them, I have constantly been in touch with you and never had a reply from your customer services, who send an automated reply saying I will get a reply within 7 days, NOT ONE OF MY COMPLAINTS HAVE BEEN REPLIED TOO. I have been given different excuses, time after time, all ending with give us a few more days. I am totally let down with 02 and all your services, having been a customer for so long, I thought I would have been treated better than this, but now looking at your reviews, it appears a lot of your customers have been treated the same. I will send this to you recorded delivery, in case this email doesn't get a reply ,like all the other emails I have sent to you. Please let me know if you are going to resolve this or I will take it further Sent from Outlook for Android”

Helpful Report

Posted 1 year ago

“No 5G, No Signals and Internet in Many Places, Bad Customer Service Don't get 5G at all, terrible signals and internet in many places, on top of that really bad customer service. I had to travel abroad due to my father's demise, I needed to arrange my travel in an emergency and I could not inform O2 about travelling abroad. On reaching abroad I enable my travel bot (£6/day), and I received a text message which I am pasting below as it is: "My O2: We've added your O2 Travel & Higher Data Limit in non-O2 Travel countries Bolt On, which you can start using now." Once I received the above text from O2 I started using the data, after using it for some time I realised I was charged £110 for few MB data usage. On reaching back UK I spoke with the O2 customer service adviser and explained the situation. She added half (£55) credit to my account and said the country I visited was not included in the package plan. I still believe that I was charged unfairly (£55) and it was due to the misleading text message I received from O2 which made me assume that I would be charged £6/day and then started using the data, if the country was not covered, the message I received should have clearly said that this country was not in the list and I would be charged £7/MB, but it was not the case.”

Helpful Report

Posted 1 year ago

“Please avoid this network used to be good but very bad no signal some where in Lonodon. Smart Sim much much cheaper and way better than O2 no contract now Im using that and problems since last 7 months.”

Helpful Report

Posted 1 year ago

“What is wrong with these people, maybe it’s a culture or translation problem?. I have asked for a simple number keep from pay monthly to pay as go. It will be five days on Monday and nothing has changed. Transferred from India to South Africa to UK, on hold for hours with no resolution..”

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Posted 1 year ago

“Absolutely shocking prices glad i terminated my contract and went to tesco mobile got a s23 £34 a month was paying £49 a month for a s21 with O2 and no sneaky yearly inflation price hike neither.”

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Posted 1 year ago

“I spoke to Nice woman today regards a refund very nice and helpful..Mr ayre..many thanks”

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Posted 1 year ago

O2 is rated 1.4 based on 1,018 reviews