O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

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Metrics

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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"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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“Following 15 years as a loyal customer I have cancelled my contract with O2. The company was prepared to accept my monthly payments without any thought to the customer, I have found a competitor to O2 who have offered the same package for 75% less. It appears that 02 customer service isn't focused on customer satisfaction, Directors and Senior managers need to review the business and remove departments that aren't adding value for money. This needs to be completed quickly if you wish to retain customers and increase your market share.”

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Posted 3 years ago

“The Customerservice is worse then DELL‘s They are just not capable of fixing problems”

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Posted 3 years ago

“Scam of a company, took 5 times of phoning up to cancel and chase up charges for no reason! The contract was cancelled 2 days after signing up, I was well within my 14 days, had not even received the sim. Yet second phone call after phoning to cancel the first time, I find out that she put a charge on my shut account, took 45 minutes to have them say all done and will be refunded. Phone up again money was taken from my account and they could not explain why, and eventually sorted it. Fourth time I phone because out of the blue o2 took nearly £300 out of my account, nearly an hour later on the phone of him chasing it all down and saying money would go straight back on and I would receive confirmation email. Guess what?, that did not happen so again I'm phoning up to this time, wait for it....he did no such thing! More time on the phone back and fourth to the manager to finally 🙌 get a response of money back but of course it will take 2 weeks to put it all back. 😤”

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Posted 3 years ago

“NEVER GO WITH O2, Firstly I cancelled a contract and then was still being charge. They are now saying I haven't paid the final bill and I have evidence to prove otherwise. Worst company ever.”

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Posted 3 years ago

“Changed to O2 last week and have not been able to use the phone away from the house WiFi as signal is a joke. Most of the time it shows emergency calls only and the download speed is a shocking 0.1Mb/s on 4g, I kid you not. This was whilst standing in front on the 5g mast whilst only receiving 4g on a 5g phone. Customer service is shocking, had to wait 30mins each time to get through with no help whatsoever, they even promised to phone me back to resolve problem but never did. Ended up going to local O2 shop to get it resolved, there was a queue of 6 people in front of me even before shop had opened, all complaining about the same joke of a network service. When I was seen I was told the mast cannot deal with the volume of people using it, I live in a holiday town so basically I have to wait till the winter to get a decent signal! JOKE OF A SERVICE PROVIDER. AVOID.”

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Posted 3 years ago

“Absolutely disgusting customer service as in you can only get to speak speak to a real person during business hours. How can a massive company dealing with telecommunications not have 24/7 customer services? Oh yeah..they merged with THAT company that doesn’t deal with customers evenings and weekends...”

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Posted 3 years ago

“I would like to tell people about the fantastic caring service my daughter and I got when visiting the O2 shop in Dunfermline. We were greeted by the store manager John, who listened carefully to what had happened to my daughters phone. He spent a long time researching the best possible deal (financially) for her. It was so nice to get great customer service, and that was from all their staff. So well done O2 Dunfermline. Often people only write reviews when they are negative. I for one shall confidently recommend visiting this O2 shop in Dunfermline.”

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Posted 3 years ago

“I have been with O2 for years. Apart from being overcharged few years ago Im happy with the service & offers 02 provide. Connection is quite good, staff are mostly helpful. I would also like to mention Nathanial working in Lewisham O2 branch for his outstanding customer service. My old phone broke down and I didnt get any connection. It was old so I decided to buy new phone. Nathanial was very helpful and informative, took his time and made an effort to explain me the options I have, specifics of the phones I was considering. He also helped to me to log into my google account as I couldnt access it from my old phone. Was very friendly, polite and professional. I am very happy with the service I received and my new phone :)”

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Posted 3 years ago

“I've been with O2 for over 15 years. Never again. I'm very disappointed of customer service. In a short story.. I tried to moved from pay as go to pay monthly on 10th. Next day I brought everything back to the shop. There was no problem with refund. Because I used to 'pay as go' and contract was 'pay monthly' , I've got a new sim card. My mobile number shouldn't change at all. After refund my phone number disappeared! O2 wasted my time and money. I've been on a phone for hours every day. I had to visit the shop nearly every day. Every day I've been told to wait 24 hours. I've got 5 diff sim cards that supposed to be my phone numer but it none of them worked. My bills, bank, all important things are connected to my mobile number and O2 was not helpful at all. I know that someone made mistake on a computer system. Finally after 12 days I've got my phone number activated.”

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Posted 3 years ago

“I’ve complained about blatant racism in your Stretford precinct shop in Manchester The attitude of staff manager couldn’t explain so it seems to me it’s the shops policy to act in a disrespectful discriminatory fashion and expect you not to notice as if you’re supposed be an idiot as well as ethnic minority.”

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Posted 3 years ago

“If I could rate 0 I would!! A shambles of a company!! Continued to add charges after being issued with a final bill which I paid! I had to request that final bill as no way to check what I owed previously as my app closed as soon as my contract ended, couldn’t pay over the phone because I didn’t have an o2 account!! So the only way to request my final bill was by raising a complaint with resolution centre!! 2 months after paying final bill I received a bill for 13 pounds, no idea why as I had paid my final bill as per amount resolution centre advised!! Then found 2 late payments on my credit file, have contacted to dispute, was told I had 12 pounds credit on my 02 account!! So they actually owe me 12 pounds yet have not thought to use that credit to pay towards the mystery 13 pounds, no instead add non payment to my credit file!! Can’t get through on a telephone because I no longer have an account!! Now they just ignore my emails and have left me unfairly with 2 crosses on my credit score!! Absolute shocker, made it so difficult because I chose to leave!! Stay well away”

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Posted 3 years ago

“Shocking support, cancelled with them earlier in the year. The bloke who I spoke with said I could cancel the direct payment after the next payment came out of my account. So I did, next thing I receive a letter from debt collectors, stating I owe 45 pound. Try to log onto my account and it says I don’t have one. Shame I have to give them one star. Been with them 3 years, definitely not using them again. Terrible. Avoid.”

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

“Have had an on going problem with my apple watch , after yesterday’s performance with o2 thought it was all resolved . Recieved yet another watch today by courier then a strap arrived from Royal Mail , opened the strap it was black with illuminous yellow spots, I’m a 57 yr old woman not 15 , I phoned them up to complain they said that’s the only strap o2 have in stock , all I wanted was the same strap that was on my watch I send back . She then told me there was nothing else she could do and told me to go on Amazon an buy one , which I said I’m not buying one I had a perfectly good strap on my watch I returned and I wanted the same , and I’m not paying for a strap that should have come with my watch when they returned it to me . After ordering this watch last July and it hasn’t worked for 6 months , what a total disgrace o2 treating customers that have been with you for over 20 yrs , shocking treatment .”

Helpful Report

Posted 3 years ago

“Made mistake of buying 2 bolt ons didn't think the first bolt on had gone through because my phone had been playing up, rang customer service took ages and the outcome was they could not remove one, let me rephrase that they wouldn't remove one because I made a mistake by agreeing in the space of 30 seconds to buy the same bolt on for same period of time. 02 another name for rip off.”

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Posted 3 years ago

“Had a new I watch delivered today , the £400 watch came in a box , only the watch face no strap, came loose in a box no protection or bubble wrapped just a £400 watch battered in transit . Phoned up talked to three different advisers , cut off on the three occasions, terrible how one person can tell you one thing and another telling you something else , I’m going to put in on Facebook with photos how it came to me a brand new watch .”

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Posted 3 years ago

“Be careful!!! So i had top up with O2 6 years, they call me asking if i wanna contract for 18£ per month for a year i agree... After 4 months they call me again for better deal 20£ per month. So i told them i just got a contract and they was saying we know we wanna suggest a better deal for you, so i asked what it will be with my old one? They told me it will ended automatically no extra charges. So i agree.... I got a new sim card but on my o2 account it wasn't saying anything about a new contract, so i connected with them to found out what is going on... And again bin told old contract will end automatically without no extra charges.... After month i get a message from my bank that i bin charged 104£ from o2.... Apparently they charged from old contract..... No email, no call nothing.....”

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Posted 3 years ago

“I have been with 02 over seven years they called me for an free upgrade and when I called them.back they said no very disappointed they call you to lur you in and then chucks you I will never be with 02 again it very disappointing they way they treat their customers”

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Posted 4 years ago

“Good when it working but constantly dropping signal. Can't get any data around 9am, then loses it at again about 5pm”

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Posted 4 years ago

O2 is rated 1.4 based on 1,061 reviews