O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

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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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have struggled to view my bills on my online account, so I decided to call to get it sorted. I had been charged more than what I thought i should have been, and wanted to view the itemized bill. I got through to someone, who put me on hold whilst they looked into the issue, then when they came back, called me by the wrong name, and then hung up when I said that's not me. I called again, got through to a different person, who told me there is a technical issue, which will be resolved in 24h... I've been having this issue for a week or so, and can't get a straight answer. Very not happy, and will be switching provider very soon.”

Helpful Report

Posted 1 year ago

“They added another number to my account without my knowledge, reported the fraud but heard nothing and they continue to charge me for other phone number. Cannot talk to anyone now even after making a complaint because I get through and almost immediately, after mentioning the fraud and wanting to talk to someone in the fraud team , my call gets cutoff, classic. Still waiting after 3 months. Will cancel contact as soon as I can. Wouldn’t sign up to them even with stolen money. Joke company. Be advised that if you join 02 there is a world of pain ahead.”

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Posted 1 year ago

“I got to say they r worst company I been with I wish I didn’t take contract out with them I tried numerous times just get my old number transferred and after about 20 attempts over 2weeks and many ours on the phone to them I still not got my number transferred they gut the phone off to u wen they can not answer question to you full promises but no action and also took 3 weeks to send me out a new sim which is terrible I advise you not to join this company you regret it”

Helpful Report

Posted 1 year ago

“used them 4 years signal was good and VOLT got faster internet..UNTIL i had to call them Im shocked , worst customer services ever in 25y of having a phone. pass from person to person, hung up on, attitude problems on the phone from advisors. LIES about pac code after disconnection saying I have to reconnect, list is long as hell...dont go to O2 if you do, you are asking for mind issues.”

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Posted 1 year ago

“Not been able to check my phone usage or see my bills since August 2023, according to 02 I have no services with them when I try to sign in. Just keep going round in circles trying to log in using the app Had enough now.”

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Posted 1 year ago

“I still have not received any response to my complaint , you really are treating customers like rubbish .”

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Posted 1 year ago

“I would give this 0 if I could. Its Late December, ive been trying to cancel since AUGUST. Been on the phone 11 times over this period, always 2 hours or more, promised every time that all was done and complete, but keep being sent bills. Routinely passed to different departments at least 5 times during the calls I have made, most of the end with them hanging up on me/the line going dead, they do not try to re-establish contact. Now because I have this ongoing dispute with them I cannot take out a contract with Sky because my name has been 'flagged' as someone who doesnt pay their mobile phone bills. These people are utterly impossible. DO NOT USE THEM.”

Helpful Report

Posted 1 year ago

“all i can say is avoid this company like the plague, terrible customer service they have not got a clue, total thieves it does not give you any confience when you ring OFCOM and when you say it is about a mobile provider OFCOM say is this o2!!!! they are known for being absolutely terrible AVOID”

Helpful Report

Posted 1 year ago

“The app is useless when you have a problem. When you contact customer service you only chat with a bot. When you ask for a real agent the bot sends you to O2 app and that's it. When you google their phone number and actually reach someone they can be mean to you which is not professional. I am glad that I am changing my provider.”

Helpful Report

Posted 1 year ago

“Order no#: NC28120770 Awful service centre.. not capable of listening or understanding, hang up half way through , put u on hold , no one knows how to even set up a new account. Don’t use this company”

Helpful Report

Posted 1 year ago

“O2 are literally the worst! Customer service is non-existent! Avoid if you can! I upgraded my phone and paid a significant amount towards the device however when I received the phone it was faulty! I called o2 and asked for a refund, which they agreed as part of the T&Cs of my contract. I sent the phone back as instructed and since then, I have been waiting 3 months for the refund to be processed, no one takes any interest in helping me when I call their call centre, passing me from one unhelpful person to the next. I’ve tried emailing them, and even sent messages to their Twitter team with no response! They promise call backs from Managers and the Customer Service Team but these calls do not happen! They are beyond awful - I just want the refund that’s due to me!”

Helpful Report

Posted 1 year ago

“Shockingggg”

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Posted 1 year ago

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

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Posted 1 year 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 1 year 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”

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Posted 1 year ago

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

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

O2 is rated 1.4 based on 1,061 reviews