O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,019 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,019 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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“Customer service the worst I’ve ever experienced. My son upgraded in store, which he has done several times. This time he ended up with his original phone number and a new number, so one phone but two contracts. This only came to light when o2 sent him a debt chasing letter for the new number he wasn’t aware of. Three separate calls to o2, all of which said something different. The third call lasted 1hour 35mins with a call handler who hadn’t a clue how to deal with it, spoke at a million miles an hour so couldn’t understand her, had to keep asking her to slow down. She kept putting me on hold while she went to ask other people. By the end of it all I was so stressed I felt nauseous. These people need training, properly. I would never recommend o2 to anyone.”

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Posted 5 years ago

“Terrible customer service. I was told by 3 employees I would not be charged when ending my contract after a specific date. They're now trying to change me for 2 months worth of usage despite the number being disconnected and not being used! Taking this up with the ombudsman, can't believe I'd been a customer for over 10 years and this is how they treat people.”

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Posted 5 years ago

“Poor customer service. I couldn't top up my own phone online and this is for a device not being a mobile phone. It's only a pay as you go. They suggest buying a voucher - no chance! I'll still not be able to top up and just wast £10. O2 sim going in the bin and new sim from EE ordered!”

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Posted 5 years ago

“Failure to send bills meant a late payment on credit file when I left o2 , worst phone provider out there”

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Posted 5 years ago

“Terrible Service. I am so disappointed with O2, and as soon as my contract is over I will be sure to end it entirely with them, I would never recommend O2 to anyone. They have random hidden charges, and they charged me £35 for 42MB for one day abroad, even though they have a service for £4.99 for data a day, but they do not inform you of this or even send a message to you so you can start the service because they obviously want to charge obscene amounts. Truly disappointed, counting the days till my contract ends. Wherever I can write a bad review about O2, I will be sure to, hoping prospective customers will think twice before they begin a contract with this overcharging company.”

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Posted 5 years ago

“Totally unhelpful customer service and data speeds that would be embarrassing pre-millennium. You know something is wrong when you have to tether to another network's phone to use data. I cannot wait to be out of commitment with this disgusting excuse for a phone network, surprised they can call themselves that and not be punished by Trading Standards.”

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Posted 5 years ago

“rather strange things happening...and they happened to me a number of times, the worst part about it it happened twice while I was pregnant and out of the house. Had 1.50 on credit, went to the midwife, my husband left me and went to do some stuff elsewhere. I was just suppose to give him a signal when I am done. Got out, tried to ring him- my balance was 00.0??? Had to walk around to find a shop, to top up, only then I managed to ring him back. 15 min after I topped up, the missing 1.50 was back on my balance...? Same thing occurred twice more, every time when my credit was running low...as if they were forcing me to top up. On top of that it always happened in the wrong time. And in both other occasions the missing money magically appeared as soon as I had topped up. After making a official complain to O2 and opening a case, they did confirm that the money had gone missing and than had gone back to me because....one of my app was doing it .....LOL So than how come money had never disappear of my credit when it was not low. Even more funny was the fact that they did admit that my data was not even On at the time this happened ....lying scum is what they are, and I have been with them nearly 5 years...and the amounth of money I have spend on vouchers.... DO NOT USE THEM”

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Posted 5 years ago

“Awful company no empathy with its customers what do ever !”

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Posted 5 years ago

“O2 is always happy to help with any issues I have, the customer services always willing to go the extra mile. Very happy with O2”

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Posted 5 years ago

“After years of being a loyal 02 customer. I have ended my contract. Due to the unacceptable and terrible customer service experience from the complaints team I have experienced from a very rude and abrupt member of staff . would not recommend this company to anyone and I will tell all my friends and family to avoid this company”

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Posted 5 years ago

“After years with 02 I ended my contract with this company as the customer service is appalling and non-existent. O2 customer services will not have a clue how to deal with simple complaints”

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Posted 5 years ago

“Joke of a company if you had any sense you would use somebody else”

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Posted 5 years ago

“So disappointed with this excuse for a mobile phone company! After 10 months of a sim only plan with no problems I decided to get a phone through them. I have now spoken to their rude and unhelpful customer service and “complaints review” people 10 times and still no help from them!”

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Posted 5 years ago

“Generally same thing every month, 02 send me a text to say my bill is due then quote an old unlisted not saved card to pay it despite an alternative card being registered to my account. I then try to log in to my account but can never get my security question accepted. Message customer service get through security using apparently wrong word, though I know its correct. Customer service have to set up something for me to pay. Every bloody month for the past 3 years. I'll be glad when my contract ends.”

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Posted 5 years ago

“The Network/Operator 02 Needs to realise whom & what theyre Paying customers mean to them!. No Customers,No Payments,No Jobs!....02 SORT IT OUT.”

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Posted 5 years ago

“I recently upgraded my phone online to a iPhone xs (or so I thought). That evening after logging into my 02 account I find I have 2 separate telephone numbers my own and a new one. I then realised that I hadn't upgraded but set up new contract under the same account. I tried their online chat service which was of no use despite it being advertised as best point of contact.In fact the screen shots of online chat can only be described as comedy gold and provided much entertainment to colleagues and friends. I then telephoned and was advised after insisting I wanted to cancel all my contracts with o2 that I would be offered a deal, considering how helpful the person was I agreed. I was advided all I had to do is reject the delivery of the new phone with the courier as well as upgrade which would mean another phone would be sent out (the same make) which I would accept. This all meant I would have the new contract cancelled and have an upgraded phone on my current contract. (confused? I was) With o2 it isn't that simple the courier DHL advised me I can't reject a delivery and o2 does this all the time. I had to arrange redelivery through the post office at my own expense as their free delivery does not cover the phone if its lost. Lets be honest 02 track record strong possibility of something going wrong. So I was advised wrong I have emailed DHL asking for clarification it seems like 02 adviser give the wrong information. I have now telephoned to cancel my upgrade. As soon as both phones have been returned I will cancel any dealings with 02 after 11 years and shop around providers. I have also advised family and friends to do similar. I had a previous issue whereby I tried to pay of a device with 02 on the telephone only for my payment of approx 700 pound to go towards my airtime plan!!!!! Go figure why would I pay 700 pound in advance for airtime plan. That was just two of many dramas with o2. I may be small fries to them but every penny counts other providers are offering better deals and similar...”

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Posted 5 years ago

“Recently been scammed by Remote Games on my O2 bill and when contacted O2 initially, I have asked for a a bar be put on my account to avoid any further fraudulent billing. Had to call them again 3 days later as received a text to say I have had a premium service charges to my account so had to ring them again to be told that a bar wasn’t put on at all. Complaint set up and was promised that a member of the Complaints team was going to call within 24 hours and this did not happen as well. As I was out of the country for a few weeks I then have to email the complaints review team. They then accused me of signing up for the subscription service by entering my details and agreeing to the fraudsters T&C indirectly calling me a liar and did not provide any explanations on why they have failed to follow a few requests which they have promised me during my calls with them and their false advertising where they have 2 step verification system for their charge to mobile services and by working with a well known scammer when they promise in their website that they only work with trusted sellers. I have now got the Ombudsman involved. Please do not let allow this company to push all responsibility to you and ensure that you ask for a deadlock letter to get the ombudsman to investigate them.”

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Posted 5 years ago

“Just got 2 months line rental paid by O2 for as compensation for yesterdays let down call O2 now and get your compensation.”

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Posted 5 years ago

“Terrible call with customer services. Called up about a £100+ bill month on month to be hung up on when challeged why they tried quoting me (a non business customer) prices net of VAT. I then called back and spoke with a manager who told me nothing could be done to reduce the package and that they had setup a finance agreement in my name. Considdering its my wifes phone it is what it is but nobody has ever had confirmation from me directly which is therefore illegal to setup finance agreements in an individuals name without consent. Then told they will not reduce the 50GB package even considdering my wife has only used 6GB in total over the last 5 months In last month alone she used 327MB which is 0.6% of her allowance, they are still unwilling to alter the tarrif. This is an absolute disgrace! Terrible customer service and extreemy poor customer care. Also the fact that they are unwilling to reduce the package that is clearly well over what is needed is a joke!!! AVOID 02 at all costs!!!! 3 hours............ And they have cut off the account!! Back on the phone now to this terrible company!!!! Now 41 minutes into a call and they have informed me the complaints department have infoirmed it is physically impossible to reduce a tarrif as they system doesnt allow it!!!!!! This is is a complete lie!!! Now 52 minutes into the call and i have been told that it is not possible to get the bar lifted and that the best bet is i just call back on monday!!!!!!! What the actual F***!!!????!!! This is my wifes phone and we have recently had a baby 7 weeks ago and have three other children. 02 are quite happy to cut off my wife and leave her without a phone incase of emergency for the entire weekend. Not only does this business act fraudulently, lie and hang up on customers, they now have no care for safety of 4 children.”

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Posted 5 years ago

“Shocking so called company. It was time for my upgrade which took me about 3 hours to do online after 02 basically tried to get me to pay twice as much as I was already paying each month. I eventually got a deal but felt a bit unsure, the phone cost me £100 upfront but by the time the phone had been delivered I found out they were stitching me up so I took a deal elsewhere and used my 14 day cooling off period to cancel the deal. I sent the phone back immediately by registered post and the phone arrived the next day. I am now still 3 weeks later waiting for my £100 upfront cost to be refunded. Quick enough to take my money but im still waiting 3 weeks later to get it back, quite disgusting.”

Helpful Report

Posted 5 years ago

O2 is rated 1.4 based on 1,019 reviews