O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,063 Reviews

8 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,063 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 got my husband an easy to use phone and just wanted pay as you go, he only uses it in emergencies so was surprised when the credit ran out after a couple of weeks. Topped it up on August 3rd then received a text acknowledging payment followed by another saying I had a bundle and needed to use it by September 3rd. Realised then why the first £10 had gone so quickly. Had already email O2 telling them my husband only wanted to make calls. Not having received a proper response I email them again they haven't even bothered to acknowledge my email.”

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Posted 7 years ago

“I was able to purchase an iPad Pro through them.”

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Posted 7 years ago

“I have been with o2 for years and had paid off my 2 year contract kept the sim. For years my bill was the same. Now I have had a bill for £650 Poor service, as I apparently phoned another network !!! Get real 02 and goodbye, I apparently didn't have it capped ?? I did when I bought it. Rip off o2. Other networks are in the real world of any network. !!!!!!! ????????????????”

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Posted 7 years ago

“All my friends on other network wil have internet coverage and I never do. Also their 4G is poor compared to my friend's other networks.”

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Posted 7 years ago

“I've finally had it with O2. 2 reasons why... 1) Ordered my new phone online, said it was Ibstock and reserved. went to store to collect, no record of order anywhere, 4 phones in stock (not reserved or on order), was told I couldn't have one but would have to go home and place the order again! Exactly the same thing happened to my partner at a different branch so the ineptitude appears to be companywide. 2) Had been paying £10 manual top-up for my sons phone, decided to set up regular monthly automatic top-up, was charged twice, phoned 4445 customer service number, after spending 10 minutes navigating endless automated menus finally got speaking to a human, unable to assist as I didn't know name of my sons tariff, asked for a supervisor, supervisor locked himself out of his computer so put me on hold for 20 minutes. I hung up as I thought he'd forgotten about me, rang back, more automated irritation, spoke to supervisor, refused to refund money taken twice. End of call. Goodbye O2.”

Helpful Report

Posted 7 years ago

“Willing to explain and assist non technophobes like myself with patience and humour. This will and would encourage clients to return or recommend them to others”

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Posted 7 years ago

“So I tried to upgrade and add two iPads to my account. Got hung up on twice Called 6 times for the link when I eventually finalised the deal they got my email wrong and the level of incompetence was ridiculous they couldn't take down the correct email. Eventually got the links then there was a system failure couldn't get it Then got hung up on again. Eventually went into store and got a worse deal thanks o2. Then I get a text the day after saying my order has been dispatched I have no idea what was ordered. I walked away with everything at store. So begrudgingly I called the customer services again they told me someone had ordered something in store on my account. IT WAS NOT ME. They told me nothing could be done unless I went into store. It's my mothers birthday I can't go into store Sammy advised me I had to go and she wouldn't look into anything until I proved that wasn't me. She was HORRIBLE. I then called back and spoke to Marium who was lovely and cancelled the fraudulent order. I am disgusted with the customer service Sammy didn't even report it as fraudulent she advised me she had no idea if I was telling the truth that I might have gone in my lunch break! I don't work anywhere near the store. She wouldn't even tell me what actual store it was she just said it was the last one I went into. Well that could have been any because IT WASNT ME”

Helpful Report

Posted 7 years ago

“My Father in law has been diagnosed with terminal cancer so my wife travelled to France on 11th July. Since being there her phone has failed, i therefore bought an O2 pay as you go and topped it up with £20 I then on Saturday requested a port in of her existing number and was given a date of 24/7 by online chat. I found a flight for this evening for my son yo take the phone over to France and before booking had another online chat with one oft your representatives who said here was no problem it would definitely be done and no too worry, she even explained that her Grandfather had died of cancer so she knew what we were going through and there would be no issue. We then get a text saying it will not port until 25/7 when the phone will be out of the UK so the port will fail……… How dare you change the date after I double checked with your live chat, they are hopeless and despicable liars. I have now paid for a flight that is useless as was required to get the phone to my wife so she could make arrangements for her dying father, are you going to reimburse the flight so i can buy a new one for tomorrow? Your customer service is shocking to the core and I await a response as to why you cannot port the existing number as agreed today.”

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Posted 7 years ago

“Tariffs are not transparent. In my case, I was booked into a pay-as-you-go tariff called "Talkalot" and although I didn't use my o2-number for outgoing phone-calls or data they sent me a lot of stupid messages about roaming and new tariffs. But what was even more annoying: Although I didn't use this number for any outgoing calls or messages, o2 informed me regularly about my account and charged fees without telling me why. I guess I had to pay for these tumb adverts sent as text messages. I will no more use any "service" from o2 and changed already my provider. Criminals like these ones will not be supported by me!”

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Posted 7 years ago

“Tried to top up Pay as You Go Big Bundle online but only allows you if you chose the auto top up. This defeats the whole point of a Pay as You Go bundle (i.e. convenience and flexibility). Customer service tried to help but just lead me in circles. O2 should allow customers to top up online whenever they want, and not automatically extract money from their accounts. I am changing provider.”

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Posted 7 years ago

“Great service. Seamless delivery. All available online 24 hours and so very convenient.”

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Posted 7 years ago

“Very poor customer service!! Ordered iPad. Didn't arrive. Despite originall been told it was in stock it wasn't and they didn't have a clue when it would be.”

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Posted 7 years ago

“Very happy with service and advice when looking to upgrade. Spoke via live link chat and upgrades hassle free with a better deal than the O2 shops could offer. Great service and professional advice.”

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Posted 7 years ago

“I topped up my data on my O2 SIM WITH £10.00.It never went on i called O2 numerous times to try sort it out, one of the advisors said go to the BBC website, i did and i got a pop up saying the page cant be opened due to parental control on the phone. parental control for the BBC???? Give me an effing break!!!!!! i said i wanted my £10 back and i was told under no circumstance this would happen. shocking and distressing situation ha been put in. My disabled son is on hol liday and the onny way we could talk to each other on whatsapp. i am worred out of my mind as i did not knowing iif he was ok. i am in the process of reporting them to trading standards and taking legal action. i spent over£100 in top upps and buying data over 3 days, i had been a O2 customer with them since the first iPhone came out but no more. imagine if a shareholder in O2 found out they had lost a customer who regularly spent over £100 in 3 days. i wrote a email to customer complaints saying i wanted a phone call back today (last wednesday) i said not to be a sh*t bag with no balls and to call me back straight away, 5 days later...............and im still waiting. in closing im done with that useless, uncaring company”

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Posted 7 years ago

“I was told I would be put in a SIM only plan and now I find out that it is a one year contract. Don't join O2. There are many better plans in the market. If you are a Sky subscriber, you are better off with Sky. Free text messages.”

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Posted 7 years ago

“Shit customer service poor network and I been with them 8 years!!! Not very helpful, I feel like I've been robbed for my money and not had any goodness from them at all. Misleading operators tell you one thing and do another. Anyone want to join O2 Id strongly advice not to!!”

Helpful Report

Posted 7 years ago

“terrible customer service. Was lied to by operatives regarding my early upgrade then insulted on the phone and hung up on. I will be leaving o2 due to this. I have been a loyal customer for over 10 yrs and will now have to go elsewhere.”

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Posted 7 years ago

“By giving me a new contract PHONE samsung galaxy 8plus”

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Posted 7 years ago

“Friendly and knowledgeable staff, they sorted my phone issues out in minutes most happy..”

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Posted 7 years ago

“Given wrong information about product”

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Posted 7 years ago

O2 is rated 1.4 based on 1,063 reviews