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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“Very very bad network o2”

Helpful Report

Posted 3 years ago

“The app is always lagging, if you have extra money in your account, it will show up as minus, always tricks me into paying it just to end up in negative twice the price. Customer service is a joke, can never get a person to talk to. Increased the price on everything, yet the quality is becoming worse and worse. Can’t wait till the contract is over so i can switch.”

Helpful Report

Posted 3 years ago

“If you read this, please do some research and go somewhere else, like anywhere else. I’ve got 6 contracts with o2. I believed for years that they are the best. Last november I ordered a lenovo yoga 5G laptop. It wasn’t really my choice but this one was the only option. I trusted o2 so signed the contract. After two months of using started to play up. The touchpad wasn’t responding. I tried to reset but didn’t help. Contacted o2 and arranged a repair. I explained I need it for work. I was told it can be fixed in couple of days. I sent it away. A week after nothing, so I phobed, after 40 mins I’ve got transferred to the repair dep. A lady promised me she keeps me updated. Of course she didn’t. I phoned two more times. I was promised different things, but nothing happened. I wanted to cancel the contract, I was told I have to pay the remaining £1800 pounds if I want to cancel. Well you know what? I will pay this money, I don’t care about the laptop anymore. Whether they ever find it or not. I am heartbroken ! Please people avoid this company.”

Helpful Report

Posted 3 years ago

“The venue is great. The service see beyond poor. Bar staff with limited experience would quadruple the take from alcohol...penny wise and pound foolish...”

Helpful Report

Posted 3 years ago

“Shambles of a company. Worst Customer Service I have experienced. Logged a complaint on the 11th of February and heard nothing back from 02. Called several times to chase the complaint and I have now been told they only logged it on the 22nd of March over a month later, total incompetence and failed me as a customer. Cleary they don't follow any processes. I was given the wrong information on several occasions and told that my complaint had been resolved and the upgrade wouldn't cost me anything, to then be embarrassed in the store when they asked me for £578. Another call to raise a complaint, no manager available and yet again surprise surprise it wasn't logged. After escalating my complaint further on the 22nd of March, finally a complaints adviser Warren emailed me the outcome, however didn't bother to investigate or acknowledge what my complaint was regarding. The response letter just said all they have is the T&C's and that's all they need to look at, so if the adviser has made a mistake it doesn't matter. When I finally made contact with him to discuss this further, I was advised that calls aren't recored and that notes on the account are deleted between 18 to 24 months, so it won't matter what was discussed and agreed on a call, there is no evidence to back anything up so they won't look into any complaints or believe the customer. I was also told no notes on my account from the upgrade or anyone that I spoke with so I raised a concern, as I was unhappy that anyone could just access my account and take personal information and there is no log of this and I was told that again this isn't anything they would look into as the outcome will still be the same. I asked why the complaint wasn't logged back in February and could they pull the call. To then be told that it doesn't matter if I complained back in February and it was only just logged at the end of March, the outcome would have been the same so the timescales and dates are irrelevent. The response letter stated they tried to call which was lies and then back tracked when I asked for the call details. 02 don't care about their customers and they certainly don't listen to their customers when there is a concern. The company is a disgrace and their customer service is horrendous. Some of the staff that I spoke to weren't interested in helping customers and especially Warren in the complaints team. I have no faith in 02 and I have been a loyal customer for many years. I will be moving all contracts to another provider after this experience and I can see from other customers reviews they have experienced the same as me.”

Helpful Report

Posted 3 years ago

“Pre ordered a new phone was told to collect in 30 minutes. 73 hours later not even a email text or call to see what’s going on once I ring up there is never any answer”

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Posted 3 years ago

“Parasites that can't do a proper days job disgusting”

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Posted 3 years ago

“The worst service ever! I tried for 3 days to purchase a sim card on contract, if you can ever speak to anyone they were most unhelpful, i went through and passed security checks a total of 7 times, i was on the line 34 mins unsuccessfully first time, 56 mins the next time, 59 minutes third time, still no sim, When i asked to speak to a manager i was cut off! save your time and money, go elsewhere, better deals, much better customer service, still waiting for customer complaints to call me back. They really dont deserve to have customers.”

Helpful Report

Posted 3 years ago

“Absolutely awful. I pay nearly £100 a month for two contract phones. For just under 2 years I have had no Internet in my local area. I have made complaints several times a week for the whole two years. I was told I HAVE to keep paying the bill but will be refunded 50% of the total cost for the two year period ONLY once the issue is resolved! This adds up to just under £1000. I was promised a refund Sunday 19th March of £240! This refund has not happened either. Managers don't call back, and when they do actually call usually hang up as soon as you answer. I will be going to trading standards about this. I've cancelled my direct debits at this point. Avoid this company at all costs!”

Helpful Report

Posted 3 years ago

“sold me a contract that included a phone ..when the email came with confirmation,it was for sim only ...while the sales person mentioned nothing of sim only ...now they sweeping it under the rug ...while there's a phone recording that agrees to what I'm saying ...”

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Posted 3 years ago

“Worst company ever. Honestly. They pretend to phone you then send a text saying "you missed a call from me at o2" not once did the phone ring??????? Getting bit bored of this happening. Why waste both of our times? Pretending that you are at work when you not even phoning just sending texts pretending to phone. I haven't even opened my pixel 6 pro. Leaving it in the box until I sell it. Stuck with this phone even tho I didn't want it happy they swapped for a new one but I still don't want it. If I could give any advice. Never go on contract with anyone. Just go on pay as you go. Never been so annoyed and stressed with o2. Awful support from a terrible company. Been with them for years but they are allowing me to keep a phone what I'm not even using. Couldn't even swap it for the pixel 6. Same phone company. Basically same everything but no. I HONESTLY HATE O2!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 3 years ago

“Terrible service! Terrible customer service! Attitudes are awful. Took a contract out in october 21, decided to pay it off in march 22 as the network is so bad, and ported my number to a preffered network. I would not recommend 02 to anybody at all!”

Helpful Report

Posted 3 years ago

“Customer service shocking..Last two calls no one can speak good English or even read notes on the system of when I cancelled my contract feb still getting billed and my contract still running when i cancelled it..I got called a liar off the said person who can't read or speak English properly..I got angry put phone down rang again got through to a English person thank god!!!yes their was a note on the system after all,after me being called a liar 2ant to get english speaking people on phones and one's that can read notes!!!! Disgusting avoid 02”

Helpful Report

Posted 3 years ago

“Stuck with this pixel 6 pro for only using it couple of times over 3 weeks. Absolute fraudsters. How the hell can people get used to a phone in 2 weeks? I haven't even been many places to take photos ect. To get used to the phone. Never again will I get a contract phone from these people. Been with them for years and can't even change my phone. I don't want this pixel 6 pro worst camera I've ever used too much HDR ruining everything. My pixel 3 XL didn't have one issue brand new phone in 2022 taking photos like something from 2012. Selfie camera is not even thinkable. Don't know if I got a faulty grainy camera but wow never been so underwhelmed by a phone in my life.”

Helpful Report

Posted 3 years ago

“Haven’t got the energy to talk about how appalling 02 are and the despicable service I received as a customer of 24 years. I really have never experienced anything like it. Being a loyal customer means nothing to them. Needless to say I have left to go with EE. It was worth every penny buying myself out of my contract.”

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Posted 3 years ago

“Customer service doesn’t exist You can’t speak to a manager to make a complaint I’ve been with them for over 20 years , and now it looks like you’ve trained your customer service department at a kindergarten”

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Posted 3 years ago

“Back in march 2017 someone used my bank details and get contact from o2. When I noticed that they withdraw £9.99 from my account I called o2 to find out. we understood that it is been a fraud. So they said they stopped the contract. They refund £9.99 then some day they withdraw £9.99 again. I called in they said there has been a mistake and they gone sort it. I contact the bank bank and they they also said they will contact to o2 to make sure it is sorted. I thought it was okay. O2 did not send me any letter for opening or closing the account. But last year I noticed that On my credit report it shows I didn’t pay for five months and owe them £55. I emailed there credit referral team, fraud team but no reply. Just to clear my name on 20th January 2022 I called o2 to pay that £55. The girl who answer the call struggled to find the account then finally she said she find it and took the payment but nothing changed. I call o2 every day they say they can’t find account or anything with my name and address.Plus they couldn’t even find out what happened to that £55 I paid. This can not happen even in any corner shop. Now I’m selling my flat. It’s nearly completed and I find the house, our offer accepted. It’s on solicitors hands but because of this problem no bank wants to give me Morgege. Soon We will be homeless with three children.”

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Posted 3 years ago

“Ordered phone on line, collection within 30mins, once order went through got confirmation collection 3 days ? Went to store who was more interested in going home than helping me. Called customer service who put me on hold for 15 mins asked shop to check as it was pushed through, still nothing ! on hold for another 24 mins to then get a different person on phone so I had to explain issue again by this time shop was closing and I was being shuffled out the door. POOR CUSTOMER SERVICE! No one actually cared o2 offer was have a £5 credit ? ABSOLUTE JOKE ! I don’t want money back I want my phone and to be treated like a valued customer.”

Helpful Report

Posted 3 years ago

“Terrible customer services. Never activated SIM card. Cancelled contract within the 14 day cooling off period. Then told all was fine, and the account was cancelled. Then received a Bill for £13.00 including late payment fee. Shocking company avoid avoid avoid”

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Posted 3 years ago

“My uncle died who has been with you since opening I have had the worst service won’t let me go lower than a one hung up on”

Helpful Report

Posted 3 years ago

O2 is rated 1.4 based on 1,061 reviews