O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

Company Reviews

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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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“Tried for hours to contact o2 to pay a device plan and swap move a number to another phone. Complete nightmare, how they are still in business beats me, joke of a company.”

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Posted 3 years ago

“Absolute shocking customer services tried to order new iPhone online they took deposit for two phones and sent me no phones, can’t login to website as it don’t recognised passwords now stuck with no phone and no resolve I would avoid these cowboys go ee”

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Posted 3 years ago

“Look up O2's treatment of Payforit victims to see what kind of company you're dealing with.”

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Posted 3 years ago

“Absolutely diabolical, paid this months bill (2handsets and 2 airtime) then 02 restrict the devices the day after bills are paid, spoke with them on the phone for them to advise yes they're restricted and we can't remove the restriction because the bill was 1 day late. Absolute bull**** Awful company to deal with. Terrible customer service.”

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Posted 3 years ago

“Liars/bullies & don’t want to help ex customers who have mental health issues, instead they push them into depression, destroy credit scores & give absolutely no f**is abouts anyone, I wish I could give 0 !! worst company I have ever had to deal with”

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Posted 3 years ago

“Appalling customer service do not use. Took me over a month to cancel a contract, kept getting billed was assured on 3 occassions it had been cancelled and yet still the bills kept coming. Stay away from these guys.”

Helpful Report

Posted 3 years ago

“At the beginning of November 2021 I was sold an O2 sim-only deal through a third party called Sure Telecommunications Ltd - the signal was terrible, to non-existent at my home/home office. I patiently communicated multiple times with Surecomm for 5 weeks, to try and get it fixed, including waiting for some work to be done to an O2 mast nearby, but nothing improved. I work from home, so the huge amount of stress, and loss of earnings became too much to continue waiting for things to improve, so after five weeks I requested my pac code from O2 and went with EE who do thankfully have a genuinely good signal in my area. Unfortunately I had already signed my contract with O2, when I was subsequently told by one person from Surecomm that the O2 signal was actually poor in my area. I also received this same information from three separate agents at O2, after I had already been sold the O2 service via Surecomm. As a result of this situation, O2 have subsequently charged me £1085 for early termination fees from my contract. I have queried this several times, both speaking to, and writing to the O2 complaints department, but they said I had signed a contract with them through a third party and sadly there was nothing they can do to help me with this situation. Surecomm over charged me from day one, and mis-sold me this O2 product on the promise it would work, with good signal in my area, and it didn’t. The accumulative cost to me, including being overcharged by Surecom, not fulfilling the previously promised payment of the early termination fees from my last provider BT, loss of earnings, having to invest in a pay as you go phone to ensure I could continue my work from home, Surecomm’s £250 termination fees and O2’s termination fees of £1085 - comes to a total of just under £2000. I am very disappointed that O2 allow a third party company called Surecomm to sell services in such a dishonest and inaccurate way, that has ultimately resulted in an incredibly expensive and infinitely negative situation for me.”

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Posted 3 years ago

“I moved over from Virgin. Ported my number on Tuesday to is Sunday and its still mot ported. Now 02 are saying it will take 5 to 7 working days. I am not abke to do my mobile banking or nobody is able to call me if I had known I would not face signed up with them. So poor customer service”

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Posted 3 years ago

“I'm not surprised to see the poor ratings. O2 is dreadful. I have 6 phones with O2 but now will seek to move all my business away...Its not easy though. Their customer service is a joke. The wait times are usually over 30 mins whenever I call. When you get though I find the line tends to drop before they have helped me and you start the whole process again. they give advice that their branches then say they can't fulfil. Most of their customer at any one time are usually holding listening to dreadful music or screaming at recorded automated voices in some form of menu loop. Its really bad. If you have a choice go elsewhere.”

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Posted 3 years ago

“This is the worse company which exist. I would give 0 star if I could. I am agree with all the bad complains which O2 has . You can see how bad reviews they are. I payed every months during 2 years till my contract was finished and after they sent me another payment with £70 without any reson as I can see they did with many people . Shame on you O2 . You definitely taking the mike . My advice is do not waste the money to this company they will affect you credit score as well !”

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Posted 3 years ago

“If I could write something without giving a star I would because they do not deserve even that. Since 'merging' with Virgin their attitude with customers has de-evolved to the level of those diabolical, predatory, money grabbing, no loyality Virgin Co. No ability to cancel anything in your my o2 app and have to pay to call them to get someone who doesn't know what is going on or able to help...but you can always add things for more cost real easy. And a good morning when it's evening in the UK gives away that it is an overseas call line and when you question that they hang up and you call back and get someone putting on a bad English accent. Also why have o2 stores???? Because when you go into them with a problem there are 5 staff sitting around doing nothing, who can not actually do anything for your problems in store and state that you need to call the ineffective call number. And theres the fact that a bolt on i had in 2013 that has lapsed charged me in 2018 and was reinstated (without my permission) when virgin merged with the network and my contract was over on 2016. I'm done, gonna change as quick as I can. O2 is horrible and now Virgin has got hold of it its just gonna get worse, jump ship as fast as you can.”

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Posted 3 years ago

“An absolute appalling company...for the love of God do not sign up to a contract...my God how they change...memories of second wife...bloody awful... Managers never call back Staff cut off if can't actually help Staff are not trained at all...I think they grab em off the boats at Calais...yep they breath....they'll do... Please believe me..this is not a customer aggrieved suffered at their hands for many years as stuck in control... Can't wait for it end...I remember leaving prison in 2000 I honestly feel more excited about leaving these clowns than I did getting out after 3years... Or alternatively just read the many reviews on 02 which equate to a 1star company...”

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Posted 3 years ago

“Gives you no notice that your contract will be up and continues to charge you. No flexibility unless you want to give them more money. Also make you jump through hoops to cancel and make it difficult .”

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Posted 3 years ago

“Very bad communication bring back care phone warehouse as I’ve never had such a bad experience since dealing with O2 direct never will use O2 again my family are also changing network after 15 years with O2 cannot believe staff attitude and change we went into York while on holiday to upgrade thought every thing was great but not so for example the guy said you have 2 new phones that are worth £700 and another worth £600 and only paying £42 per month for one and £30 per month for the other on same contract we are now paying for the phone each month on top such a joke they must have thought we were a good catch”

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Posted 3 years ago

“I'm SO annoyed that VIRGIN MOBILE bought over O2 last year, (causing all these negative reviews). Up till then, O2 was the BEST provider with the BEST customer service. VIRGIN have DESTROYED THE COMPANY OVERNIGHT. CS used to be IN UK, NOW IT IS OVERSEAS from the same sweat-shop that VIRGIN use in CALCUTTA... I'll be leaving soon....If u have a problem...ur screwed. I'll have NO MOBILE before providing personal info to OVERSEAS CUSTOMER SERVICES FOR ANY COMPANY. READ THIS AND LEARN O2. READ THIS AND LEARN you Indian scamming SCUM. I'LL BE THROWING HURDLES IN YOUR PATHS AT EVERY OPPORTUNITY IN THIS LIFE.”

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Posted 3 years ago

“I took a sim only contract with 02 and when I wanted to cancel it they refused saying I should pay in full an amount over £1800 .I was so angry and after my contract is over I will never use them would never recommend anyone to try it . GO TO THREE NETWORK 02 IS A SCAM don’t fall victim .”

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Posted 3 years ago

“Very poor customer service. Help and support section are useless. They say one thing and do different thing. Absolutely wrost service I have ever dealt with”

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Posted 3 years ago

“Please please please don't make contract with O2. Read my story ! During the first lockdown my phone died and I had to buy a new phone but everywhere was closed except an O2 branch, so I tried to buy a phone but they said it comes with a sim card. I had no choice but to make a contract for a phone and sim card. But I never used the sim card and after less than a month I went back to the shop and I ask to cancel the contract. I paid for everything and they told me you paid for everything and you it's all done. Even after someday I received a letter from O2 that your contract is cancelled and the amount you have to pay is £0.00 but after more than a year I realised there is a negative impact on my credit score because of O2! So I rang them and after one hour keeping me one hold and passing me to each other, they told me you have to pay an other £10.28 and they didn't care when I said I paid for everything and I even received the letter that was saying my balance is £0.00 so I told them I pay but please send me an email that, this is the final payment and I there will be no more charge in future and she said don't worry this is the final payment as your account has been disconnected more than a year ago and she send me an email that your final payment was successful and you will not be charged any more. But again the day after I received an other bill with £1.80 !!! So I called them an after being on hold for one more hour I paid that as well. Each time I call them I had to be on hold for a long time to speak with someone and after explaining everything that person couldn't find my account so transferred my call to another department and I had to wait long time for someone else to explain everything and this person could find my account and send me again to another department and wait long time on hold for a new person to take the payment.😡😡😡 and this long, funny, mental ruing process happed every time I called. They ruined my credit score, my time and my mental health. Please, please, please don't make a contract with O2. They do too many mistakes and you have to pay for their mistakes by your time amd money and mental health.”

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Posted 3 years ago

“I was actually expecting a refund dut to fraudent activity from my account and my wifes account. I call thwm more than 10 times. Each and every time they said they will contact me with in 24 hours and they didnt. When ever i ask them to speak to the fraud team, they said they are not allowed. When i ask them to speak to theor manager, they said they will call back in 24 hrs and they never call back.”

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Posted 3 years ago

“O2 reassigned my number of 35 years by mistake and were unable to correct their mistake. I have spent literally days trying to get the issue resolved and have been told lies by everyone of the customer service representatives I have managed to get through to. Even their complaints dept do not respond as they state they will. The worst service I have ever received in my long life and caused me the most inconvenience of any one. Do yourself a favour and transfer to another provider before they ruin your life too.!”

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Posted 3 years ago

O2 is rated 1.4 based on 1,061 reviews