Name: O2
Rating: 1.41

“Absolutely fuming how me and my husband been treated they had our phone for nearly 3 weeks was sent off because it kept over heating and then wouldn't switch back on, they took 2 week of this time to then call us saying can't fix it cause screen is broken not the fact they gave us dodgy phone that ended up not working and screen is absolutely fine by the we received it back not working and want to charge us nearly 300 pound for a fault that this phone had brand new phone not damaged our end but from the over heating!! Don't buy flip phone 6 or go with o2 they don't care now expect to pay this contract for this pill c...p what a joke”

Helpful Report

Posted 4 weeks ago

“I’m putting this concisely as I spoke to 8 people over ten days to sort out me keeping my old number when changed from pay and go to monthly bank account. Every time I was told by each advisor it was sorted out only to find every time it wasn’t! I blame myself partly as I should have not up with it and left them. The last time I spoke to some one he would have been the tenth I realised something was wrong, and it was I was talking to myself and he had cut me off not only speaking to him but my service was cut too. No Service my iPhone reads. In the end it spurred me on to leave them and I am waiting for a SIM card from another company in a days time. I agree with what people say here, the customer service is shocking, diabolical in fact! I wish I had read these reviews before as I could have saved myself a lot of trouble and stress. I am 79 years old and if this is how they treat everyone please save yourself trouble and don’t go with this provider!”

Helpful Report

Posted 4 weeks ago

“Absolutely dreadful mobile network provider! I strongly advise not to join or use O2, as their mobile provider. They message me stating that they no longer provide service to any old simcards. But the funny thing is these 'Old Simcards' come with 'Long-Term Customers'. But this is obviously something a gluttonous business, such as O2, don't really care about! They even send out automated messages, after requesting your PAC code. Stating your Sim Serial number, existing credit (if you are Pay As You Go). In addition to the telephone number to contact, if you wish to get a refund. Good luck trying to get your refund though! The automated message specifically states to call, "...after completing your switch". However the O2 Department say that they require you to, "Still be an existing customer and have an O2 account, to receive any possible refund". The whole business is run extremely poorly. Whilst I am glad that I have left such a dire Network provider, I do still feel scammed. O2 has basically kept all of my unused credit and were unable to provide the refund; which they themselves stated in their message, in the first place! 1/10”

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Posted 4 weeks ago

“If you’re thinking of opening an account with 02 don’t! O2 fraudulently charged me for 2 years for 2 lines I didn’t know about or have a contract for (my charges are irregular as I travel abroad a lot). They stole over £900 and admitted it but after 2 months still have not refunded - I get passed between Pakistani/Philipine and South African call centres who can’t resolve anything and just say wait 5 more days! Unbelievable a big company robbing their customers with no way to call a UK office and resolve.”

Helpful Report

Posted 1 month ago

“Renegotiating a new contract with Virgin Media,I was told that a £5 SIM card comes with the contract for O2/VM.Having read through the contract I declined it including the O2 Sim.It now appears that the Sim deal hasn’t been cancelled although I can’t find it in my pre-existing O2 account.A DD has gone out of my account.I visited the local O2 shop for help in sorting this matter out.An hour later and still no nearer resolving this issue despite connecting directly with O2 Customer Services,which were totally impotent and unhelpful.Avoid this company”

Helpful Report

Posted 1 month ago

“Absolutely ridiculous! I spoke to a woman who called “Pholeoa” or some similar spelling, I asked for spelling again, she said doesn’t mutter the spelling! What an attitude she gave me! I asked manager, manager is not there, asked supervisor, supervisor is not there! What a lier! She was very very rude!! When I asked something else, she didn’t what it was but she said it’ll take 30days!”

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Posted 1 month ago

“Called as I ran out of data guy on the phone was quick to resolve this by giving me the option to either buy data using my rewards or add 2gb till I topped up again in 5 days. Basically he give a solution too my issue Thank youb”

Helpful Report

Posted 1 month ago

“o2 called me a racist for no reason when im brown myself disgusting customer service i thought i was the only one being called a racist but seems someone in the reviews below has been called a racist also good luck trying to put a complaint in”

Helpful Report

Posted 1 month ago

“Would prefer to give 0 stars Sent my phone for repair almost a month ago and they lost my device at their warehouse. Promises of sending a new device on 4 occasions and all of these have resulted in 'issues' that they can't fix. Once I get my replacement, I'll be off. Awful customer service who don't speak to other departments and have no clue what they are doing.”

Helpful Report

Posted 1 month ago

“Don’t buy an O2 SIM in England if you also want to use it in France. While on holiday I was assured by the O2 salesman in England that it would be possible to be used in both countries. However it didn’t , and I had to purchase another SIM for use while in France. Also, in England the WIFI cut out a few times and had to re-boot the phone to get it going again. Stick with one of the better known providers.”

Helpful Report

Posted 1 month ago

“O2 Disgusting customer service and blocking any attempt to complain. My like new iPhone 11 went in for repair due to the battery being unacceptable after just 9 months and the phone still being in warranty. Long story short , o2 store said repair would take 5-7 days and phone would be returned directly to my home address. Store did not send phone off for at least a week, it then seemed to go “missing”. I spent hours and hours chasing this up with both o2 store and customer service, constantly told contradictory information and what felt like lies. No one would accept responsibility nor offer any sort of solution or compensation so I raised a complaint at this point. I was left without a reliable phone at 8 months pregnant, then was admitted to hospital. After a whole month, the store finally managed to source a replacement phone. Store was very apologetic but recommended I still pursued the complaint. I received 3 missed calls from the complaints team which I could not answer as I was in hospital having now given birth. One call that I did manage to answer was a dead line. When I finally was able to answer the call and speak with an actual human, I explained that I was in hospital so could they call me back on the Monday which they agreed to. They did not do so. I then received a text on the Tuesday saying that “As we're unable to contact you, I will now consider your query as resolved. Should you have any questions you may call us back”. Returning the call led to a dead end message saying “ no need to contact us” so that’s that, they have “resolved” my complaint in their eyes. Absolutely disgusting experience all round, shame on o2 for treating a loyal customer so poorly. The hours and hours of my time wasted, lack of communication, lack of accountability, lack of support or offer of any kind of solution for an entire month is unacceptable as well as being a complete breach of the consumer rights act.”

Helpful Report

Posted 1 month ago

“O2 racist against whites in the UK. With going to one off their stores and giving an explanation why I can’t remember my password I was dismissed by them. Then because I wanted to continue the conversation I was called a racist by one of the staff in the store. Afterwards I reported this to customer service which was told go there and he’d apologise for calling me a racist. Instead I was laughed at and called you’re a joke bro. The police got involved and because of my response to them at being laughing and mocking me. I was the one whom got in trouble. What I’ll say, o2 as a company is racist against white people and when you call them out on this you’re the one that gets in trouble for it. The police are a joke as it’s one sided when you respond and report a staff member who calls you a racist without evidence of this.”

Helpful Report

Posted 1 month ago

“The data on my 02 mobile phone suddenly become inaccessible so I was unable to send or receive calls or texts or use the data I pay for on my monthly contract. I contacted O2 customer services and was unable to go through the security process to allow them to help me. This is because they appear to have an incorrect email address on file for me. Their only suggestion was that I visit an 02 store with my ID and get it sorted out there. I did this and they could not go through the security questions because there was a problem with the email address! I called customer services from the 02 shop because the shop manager advised us to call them. The result was: neither could do anything to help me! So... I am now left with a monthly 02 contract that I cannot use and I cannot cancel. DO NOT EVEN CONSIDER SIGNING UP WITH 02! THEY ARE TOTALLY USELESS AND HAVE NOT HELPED ME AT ALL! WORST MOBILE PROVIDER EVER!”

Helpful Report

Posted 1 month ago

“Common Con Men nothing more Literally the WORST customer service experience i have EVER had! Genuinely insane and they have completely ruined the good reputation i used to think they had! It started when i paid £140 for a phone and agreed to £30 monthly for 12 months. they sent me a phone that didnt work. Over the course of 4 days it went from being slow to being a brick that didnt even turn on. I phone up to ask them to fix it and they tried to charge me £176 to replace the phone and then argued with me and told me i was wrong about my contract length. I was on the phone for an hour being told the contract i was literally looking at at the time was wrong and they expected me to pay more. Eventually when I called for a second time someone said my contract was actually fine and they were giving me a hard time for literally nothing. Then this person said they were going to order me a new phone so after being on the phone for another hour and being passed through to 3 different people you'd think theyd have been able to get me a new phone. NOPE! I was told a new one would be ordered for me but that I'd have to wait until their system was running and they hung up. When I called back for a third time after another 45 minutes i was told that no one had ordered a phone as they had said they would and i had to go to a shop. I told them i didn't have time as i was working for the next 4 days and asked them to just do as they had said they would before and they said ok we will but it will take us 24 hours. 72 hours later with absolutely no contact from o2 i phoned back to be told no one had bothered to order the phone as i was told they would. So with the phone I was given completely unusable and the old phone that i had sent in for recycling lost by o2 (which still hasnt been returned to me) i decided to cancel the contract. This should have been easy but after being on the phone for 55 minutes I finally snapped and asked to speak to the manager of the call centre. Who promptly hung up on me. So i phoned back and asked to speak to the manager immediately. And i was hung up on again. Which is absolutely disgusting and I was so angry i sent an email to o2 telling them i found this disgusting and am yet to receive a response. When i eventually got through I was told I would receive all my money back as soon as the phone was returned as I was well within the 2 week cooling off period. They sent a box for the phone and i sent it back with their 24 hour delivery. That was on September 12 and i am yet to have any money returned by today, October 8th. Heres the kicker though. I received a letter from O2 saying that *I* owed *them* £32 because my contract had run 2 DAYS into the next month before it was cancelled. To say i was angry is a complete understatement! O2 are full of scam artists and con men who dont want to and will not return the money you pay for a failed service and steal your phone to boot”

Helpful Report

Posted 1 month ago

“Common Con Men nothing more Literally the WORST customer service experience i have EVER had! Genuinely insane and they have completely ruined the good reputation i used to think they had! It started when i paid £140 for a phone and agreed to £30 monthly for 12 months. they sent me a phone that didnt work. Over the course of 4 days it went from being slow to being a brick that didnt even turn on. I phone up to ask them to fix it and they tried to charge me £176 to replace the phone and then argued with me and told me i was wrong about my contract length. I was on the phone for an hour being told the contract i was literally looking at at the time was wrong and they expected me to pay more. Eventually when I called for a second time someone said my contract was actually fine and they were giving me a hard time for literally nothing. Then this person said they were going to order me a new phone so after being on the phone for another hour and being passed through to 3 different people you'd think theyd have been able to get me a new phone. NOPE! I was told a new one would be ordered for me but that I'd have to wait until their system was running and they hung up. When I called back for a third time after another 45 minutes i was told that no one had ordered a phone as they had said they would and i had to go to a shop. I told them i didn't have time as i was working for the next 4 days and asked them to just do as they had said they would before and they said ok we will but it will take us 24 hours. 72 hours later with absolutely no contact from o2 i phoned back to be told no one had bothered to order the phone as i was told they would. So with the phone I was given completely unusable and the old phone that i had sent in for recycling lost by o2 (which still hasnt been returned to me) i decided to cancel the contract. This should have been easy but after being on the phone for 55 minutes I finally snapped and asked to speak to the manager of the call centre. Who promptly hung up on me. So i phoned back and asked to speak to the manager immediately. And i was hung up on again. Which is absolutely disgusting and I was so angry i sent an email to o2 telling them i found this disgusting and am yet to receive a response. When i eventually got through I was told I would receive all my money back as soon as the phone was returned as I was well within the 2 week cooling off period. They sent a box for the phone and i sent it back with their 24 hour delivery. That was on September 12 and i am yet to have any money returned by today, October 8th. Heres the kicker though. I received a letter from O2 saying that *I* owed *them* £32 because my contract had run 2 DAYS into the next month before it was cancelled. To say i was angry is a complete understatement! O2 are full of scam artists and con men who dont want to and will not return the money you pay for a failed service and steal your phone to boot”

Helpful Report

Posted 1 month ago

“I asked for my 80-year-old mother to be released from her contract. She had moved shortly after renewing her contract but found her new flat did not have the coverage promised at the point of sale or on the coverage checker. As she was just outside the cooling off period 02 would not release her without a significant financial penalty. No compassion, no empathy, and VERY poor customer service (hours on the 'phone). I pointed out that this was about being flexible with the rules given the specific circumstances, but 'computer says no'. Raised a complaint, they simply refused to respond. So, it's OK - according to the 02 - for an 80-year-old woman to be forced either to sit shivering in the garden to use her 'phone, or be forced to buy unwanted broadband and VoIP because the service she thought she was getting doesn't work at the home address. Terrible company.”

Helpful Report

Posted 1 month ago

“They do not value their customers at all . Worst customer service if your lucky enough to talk to someone but there again they lie to you . Was without a signal in March for around a month . Online chat told me they would help me get compensation when the issue is resolved ( what a load of rubbish ) they tell you what you want to hear . After around 7 months of making official complaints and receiving reply emails saying I will be contacted within 7 working days someone actually rang today saying they would credit my account for £30 . What a joke when I pay £40 a month but I agreed to it to then get a text message 1 minute after the call saying I had been credited £10 . A month without a proper service for a vulnerable adult . They should be disgusted with themselves . What a rip off .”

Helpful Report

Posted 1 month ago

“I spoke with O2 on live chat, as I had an email regarding a refund that was due and needed to provide my bank details (the link via email wouldn’t work). I waited 25mins to get through to someone, to be told it wasn’t secure to accepted bank details over chat, so I’d need to call. I called and spoke with Peter, and couldn’t be verified as I no longer had the number they needed to send a message too (as I’d cancelled the contract and returned the sim!). I was on and off hold for 25 minutes to then be transferred to a company called Scope, who deal with vulnerable customers!!! They told me it happened a lot and apologised. I was furious that I’ve spent the best part of an hour trying to get my refund, and still don’t have it!!!”

Helpful Report

Posted 1 month ago

“I was talking to O2 staff member from South Africa amazing person very polite knows what he’s doing really should be training other people how to be talking to customers he knows exactly what he’s saying and he knows exactly what he’s doing. Appreciate all the work and effort that he did for me, his name is Nhlakanipho mtshal thank you very much and thank you for everything. Keep up the good work and to this managers let me tell you that he a great worker and you know how to talk to customers”

Helpful Report

Posted 1 month ago

“I cannot express how utterly disappointed I am with the shocking customer service I have received from O2 over the past year. This entire experience has been nothing short of a nightmare, and I feel completely let down at every step. It all began in September last year when I upgraded my contract, only to be met with appalling service. After speaking to multiple advisors and managers, I made it crystal clear that the *only* reason I was staying with O2 was for the Switch-Up option. I was given two different quotes, with the more expensive plan supposedly including this feature. I went ahead with that, believing everything had been sorted. Fast forward to this September when I tried to use the Switch-Up feature to upgrade to the new iPhone 16, only to find that the advisor who set me up last year hadn’t actually enabled it. Given how many times I stressed this point to numerous people, I find it hard to believe this was an accident. It’s astonishing that none of the managers or advisors I spoke to bothered to ensure my request was properly handled. Since the 26th of September this year, I’ve spent nearly 10.5 hours on the phone with O2, over the course of 7 out of the last 9 days. I’ve been promised 5 call backs, and *not a single one* has happened. The amount of time wasted on hold is outrageous, causing me to miss precious moments with my child – including soft play sessions and three bedtimes – all due to O2’s incompetence and dreadful internal processes. One call back was promised by someone named Lucia from the containment team. She was meant to review the transcripts to confirm my multiple requests for Switch-Up, but unsurprisingly, that call never came. Although she did email me asking for a time to call, nothing further materialised. Then, I spoke to a manager named Nelson, who assured me he would escalate my issue to his seniors and call me the next day. Again, nothing. I’ve had to explain my situation repeatedly to several different advisors, and each time I’m met with either empty apologies or more promises of call backs that never happen. The last person I spoke to even offered me £100 compensation, but it doesn’t come close to addressing the gravity of this mess. To make matters worse, I’ve been dealing with rude and condescending staff who clearly have no interest in actually helping resolve my complaint. One advisor even tried to lecture me on the meaning of "retention" when they clearly didn’t have a clue about my ongoing issue. O2’s entire complaints process is a shambles. The closed complaints on my account were dismissed without proper resolution, and none of the crucial details, like my subject access request or the terrible service I’ve endured, were recorded properly. It’s no wonder I’m not getting any call backs – they’re closing complaints without actually doing anything about them. I’ve even taken to Twitter in an attempt to get some kind of response from O2’s social media team, hoping they might actually help move things forward. Unfortunately, they were just as unhelpful as the rest of the team. However, they did manage to confirm that the manager I had spoken to hadn’t raised the Subject Access Request I’d made, nor the request for the recording of the phone calls. It’s appalling that I’ve had to chase this up through multiple channels, only to find out that basic requests were ignored. This just proves there is absolutely no effort being made to resolve my complaint. This has been one of the most frustrating experiences I’ve ever had with a company. The lack of communication, accountability, and basic competence is staggering. The fact that O2 has a 1.2-star rating on Trustpilot now makes complete sense.”

Helpful Report

Posted 1 month ago

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

O2 Reviews