O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,018 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,018 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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“I would give zero if that was an option. I have had terrible experience with aO2 and they’re none existent customer service, After. 2 hour call and 7 different operators they finally cut me off without resolving my problem. The operators clearly didn’t understand me and passed me onto another. After 20years of being a loyal customer the way I have been treated and left out of pocket I am now switching to another provider. Awful and appalling customer service”

Helpful Report

Posted 1 year ago

“Worst network company ever …. Worst network company ever …. 1- portable hotspot that was supposed to be unlimited data is very very slow and just stops all together very often 2- very rude customer services over the phone Really waste of time and money doing contract with those thieves … A big warning for everybody”

Helpful Report

Posted 1 year ago

“Useless customer service. They have no knowledge and are unable to resolve any of my issues. Please spend your money with a network that actually care about customers because O2 don't.”

Helpful Report

Posted 1 year ago

“I have been a customer for many years now and have used the O2 insurance policy at a price point of £15pcm. I have submitted a claim for a simple damage replacement and have waited 9 weeks, having made a couple of calls each week and there is still no resolution. They have no visibility about how soon they will be able to supply a replacement iPhone and cannot offer me any options as a paying customer. I would avoid if possible. A premium price for a nonservice. I am proceeding with terminating my contract. Having reads the policy T&C’s - I have written a letter to trading standards to let them know that I have entered into unfair contract. Hopefully this will help other consumers from engaging with this company.”

Helpful Report

Posted 1 year ago

“Absolutely shocking..got over charged on a months phone bill so I phoned up and asked why the guy said I'm not sure I told him why I thought it was he said I need to speak to a manager and they are not in now will call you bk tomorrow, so received a call back next day saying why, I said this is what I told you yesterday..he said pay the whole amount then we will credit you so I agreed as he said credit would be on my account for July..14th July I came home to a letter saying we require full early re payment for my phone/contract and notice of a default.so I called o2 asking what the hell is going on the lady on the phone was lovely told me to ignore the letter and I have a credit note of £31.59 she said to I can send you confirmation via email or txt I said email please so I can keep this for my file.today I receive my phone bill via email and it's full price, the £32.59 credit has not been put on my account so I have gone on to o2 chat and the lady said you have a credit of £26.62 going on your account 17.08.23. so I paid the full amount and now I'm getting a credit note lower than what I paid.. yes it's only £6 short but is this how big companies make there money, we are all struggling at the moment with every bill going up, I signed a contract yet you find ur phone bill goes up every year! The icing on the cake is to be told the credit is not going on until august this was your mistake and I'm paying for this! Absolutely disgusting i have been with o2 nearly 15 years of this is how you treat loyal customers will be moving to a different provider and recommend people to stay well clear.”

Helpful Report

Posted 1 year ago

“We were placed on the O2 network from Virgin overnight yesterday, and promised an easy, seamless switchover. My husband and I have a phone apiece, the numbers of which differ by one digit at the end. My husband is the main account holder, and I am the peripheral, but the passcode required for him to enable the account came on my phone instead. He and I tried every means to activate our accounts without success, and the message received was that the email and passcode details did not match. In exasperation we independantly got through to 'customer services.' I waited 25 minutes to speak to someone, whose accent was so impenetrable that I only managed to grasp one word in 10. I politely requested to be put through to someone who could speak English clearly and concisely, and was cut off. Am currently still waiting for the security code text. I am angry and unimpressed by the so-called service, and if this continues will change providers, preferably for which have personnel who can speak English in a comprehensible manner.”

Helpful Report

Posted 1 year ago

“I sent my handset to O2 to be fixed and they lost it. They are refusing to replace or refund me for the device. Customer services will not answer my calls or emails. The worst company I’ve ever dealt with”

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Posted 1 year ago

“Twice in two months I have experience an issue with my bill. O2 are overcharged me and also they cut my phone off although I paid my bill. Poor poor service. I have ombudsman now dealing with the case. DO NOT USE THEM . Have a look at the other reviews theu are apoling”

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Posted 1 year ago

“A big warning to customers Worst company ever 1- very rude customer services over the phone 2- rubbish portable hotspot which is very slow and very limited data although says unlimited Waste of time and money”

Helpful Report

Posted 1 year ago

“O2 are a sham of a company with no regard for their customers. I have been with them for the best part of 10 years with 10 Business SIMS. They have got worse and worse in the last few years. Dreadful, dreadful, dreadful reception everywhere I seem to go, including in the center of my local City. They rip you off with fake discounts that don't rise like their prices do every year. Then, even though you have 10 sims they offer a terrible out-of-Europe travel bolt-on in comparison to a retail customer who has one sim. I can honestly say that I have gone from an O2 fan to absolutely hating them. Cannot wait till my latest 3-year contract is up so I can go to a company with better reception and better service.”

Helpful Report

Posted 1 year ago

“Bad Internet, bad customer service and very expensive. Internet is very unstable all the time since the first day of our contract. I will not recommend it especially if working from home. I an currently switching provider.”

Helpful Report

Posted 1 year ago

“Dear Team ! This is the the worst company! Everywhere is scam ! Received a call about my sim contract to be updated! 12 months sim contract for £10.50 Accept that , but after few minutes received loan agreement! Do not say that is not part of the term ! This is a part of O2 job ! As this agreement from O2 company for 36 months! I didn’t accept that ! How you can do this with the people! As O2 will send this phone and the contact with O2! You are scammers !!! Really I’m in bad health condition- next week operation- and this situation gave me big stress! Was on a phone 2 hours after said do not worry your order been cancelled! And you won’t be charged for that ! Gave me a ref number, but after 3 hours again text message that my contact updated! why are you cheating?????? Again have to call - no help at all ! I didn’t not request any loan ! Loan with O2 ! Do not say that been done with someone else! This job what you are doing. And now what should I do ! I’m sick and I do not need this load and iPhone !!!!! Why are you cheating?????????????”

Helpful Report

Posted 1 year ago

“The worst customer experience ever. They never help you. Your problem with o2 customer service start be worse and worse. Never find solution. And next, after my contact with 02 service I have a lot scams phone!.”

Helpful Report

Posted 1 year ago

“In a word? DISGUSTED Tried to purchase/order a phone online, and in spite of me wishing to avail of the pay UPFRONT IN FULL... I was forced to select a monthly GB allowance contract. This I was told I could cancel immediately upon receiving phone and that would be the end of it; I would be left with just the phone I had already paid for in full. However, I was informed that by ordering the pay UPFRONT phone with a compulsory need to add a sim GB contract EVEN though I was going to cancel it, STILL required a credit check and my agreement to accept the contract. ISSUE: At the last stage of ordering process (and having supplied all my details, bank account details, and selected the UPFRONT payment to be made by my Paypal... I was confronted by a THERE HAS BEEN A PROBLEM screen, saying please call us using your O2 number. No other option! Now, after searching for a number to use with my old phone, i got through after a long long wait to some useless fruit I could not even understand in Pakistan/India, and he said just try ordering AGAIN. RESULT: I have had TWO lots of money taken from my bank account meaning his advice triggered two orders and have received no email invoice or confirmation or anything, and only my being told their was a problem call O2. I have contacted them now 3 times, 1 time by text chat...wanting just my money back and to never go near O2 again in life. I am exhausted, disgusted and seriously angry... O2 ARE WITHOUT DOUBT A DISGUSTINGLY BAD COMPANY. Just the extreme stress caused wanting on the phone to get through and once through trying to deal with their call centres in India/Pakistan and the things they employee there will destroy your patience and drive you to insanity. MINUS (-10)”

Helpful Report

Posted 1 year ago

“Awful phone lines with a muffled sound, you can barely hear what the agents are saying. Plus, their accent is so strong, that it becomes a huge obstacle to the communication. They also made loads of mistakes in setting up my SIM-only contract: they created an O2 account with the wrong email address (even though we had spent a lot of time over the phone checking its correct spelling), the SIM swap did not work (I spent a whole week trying the procedure over and over again), they told me over the phone to go to an O2 store, I went to 2 of them, where they were understaffed and told me to call the phone customer service back. Unbelievably frustrating. O2 seems to be crumbling down. I've already started to look for a new mobile provider...”

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Posted 1 year ago

“Have tried to get through to customer services waited 35 minutes two days running spoke to operative about problem then got cut off call that service”

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Posted 1 year ago

“more or less forced to take out a O2 sim as part of a reduced price virginmedia contract, never used or needed the O2 sim, they recently put up my monthly O2 payment to nearly £20 per month, rang O2 up today to cancel the sim / payment and was told I'd have to pay the remaining months on the O2 sim / contract at 'full price' ! They already have made a load of cash out of me and weren't willing to give a discount on the remaining months - total rip off company, avoid avoid avoid !!”

Helpful Report

Posted 1 year ago

“Useless chatbot. Fought my way through the system using another sim. Unhelpful employee who wasn't even willing to try and help and just cut me off, despite telling him I had urgent calls to make/coming in. Rotten signal/reception in this area even when connected.”

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Posted 1 year ago

“Husband elderly. Rarely used phone in a year. Decided to cancel and get refund as not on contract. Called. Explained. Told me to wait. Waited 2 1/2 hours of music playing. Never checked in with me. Nothing. Left phone on table as i did housework. Finally ran out of air time as needed charging. Will contact Trading Standards as an appalling company. Treat customers with total disrespect.”

Helpful Report

Posted 1 year ago

“I have been a customer for many years now and have used the O2 insurance policy at a price point of £15pcm. I have submitted a claim for a simple damage replacement and have waited 6 weeks, having made a couple of calls each week and there is still no resolution. They have no visibility about how soon they will be able to supply a replacement iPhone and cannot offer me any options as a paying customer. I would avoid if possible. A premium price for a non service.”

Helpful Report

Posted 1 year ago

O2 is rated 1.4 based on 1,018 reviews