O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,019 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,019 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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“Christine in head office when I rang the number 03448090202 was absolutely fantastic and lovely!”

Helpful Report

Posted 6 years ago

“The staff are always very friendly and helpful. Any problems they sort it for upu”

Helpful Report

Posted 6 years ago

“My daughter is a customer with o2 and inadvertedly exceeded her allowance for calls. She was given no warning of this but received a bill for £100 for a weeks' calls ( 50p for 3 second call, £8.00 for a 15 min call) she is given an alert if her data is exceeded, but not, it seems, phone calls. This is an unscrupulous and cynical money making scheme, but I doubt anyone feels any shame for causing financial hardship. She will be leaving this appalling company as soon as she is able to.”

Helpful Report

Posted 6 years ago

“Bad customer service I was trying to reduce my tariff Totally unhelpful!!!!!”

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Posted 6 years ago

“I have to agree with the other reviews for some reason 02 have decided to follow in the footsteps of BT they have there sky high football right, 02 I have no idea why they are ripping there customers off but they are in over there heads paying for something or have just decided to be very greddy. This 3 year contract for the same price as what a 2 year contract used to be is just bizarre,They used to be a decent company to change over to if you wanted to keep 3 network honest but now even Carphone Warehouse struggle to make 02 competitive with just the other networks.”

Helpful Report

Posted 6 years ago

“After years with 02 I decided to change networks as they are very expensive. For over 2 weeks now my phone is still blocked to the 02 network so ive had no phone for work or mobile banking. They keep fobbing me of with blatant lies. They now tell me it will be another 7 days before they can send me a code to unblock my phone. Please do not use 02 they are the worst company I have ever dealt with.”

Helpful Report

Posted 6 years ago

“I and my family once had 7 monthly o2 contacts. When I upgraded o2 made an error (later accepted by their complaints review service - which by the way failed to even apologise!). This error resulted in continuous threats of court action and debt recovery agencies..... customer service was shocking to say the least and this took 6 months for o2 to admit fault and sole responsibility. Unsurprisingly, my family no longer have any business with O2..... However..... be advised that when you leave o2 they lock you out of your online account prior to the final bill being generated. Consequently, you have no idea how much is due to be refunded and the matter could be easily overlooked.... Be advised that the customer must APPLY in order to get a refund from o2. A deceitful policy and a procedure that clearly benefits o2 to the detriment of it's customers when accounts are closed. If you closed an o2 account you may want to check how much you are owed...... Appaulling customer service.”

Helpful Report

Posted 6 years ago

“I am with o2 since 2010 and coz of unpaid bill of £30 they disconnect my phone without a msg or email. This is what you get for being loyal. One thing is for sure, the moment my contract ends with o2 i am switching to some other network provider.”

Helpful Report

Posted 6 years ago

“Shocking customer service. Expected call backs never happened. Promises to get phone issues sorted but 3 weeks have passed and still nothing. Customer service assistants who are rude and unhelpful. Unable to pass security as I did not know current balance. Awful service. Would never go with them again and wouldn’t advise anyone to use them. Hours of my life wasted talking to people who say Hi I am here to make you smile and then can’t actually help!! Awful just awful.”

Helpful Report

Posted 6 years ago

“I have found out that o2 tell you what you want to here but don't honer what they say and they website needs looking at as they are false advising why they offer they are happy to take your money for there service but won't honer what they promice you would never trust o2 again as they are liars and cheats get you were they want you then turn you over”

Helpful Report

Posted 6 years ago

“Terrible customer service. Touch screen on my Samsung galaxy s8 stopped working when under 4 months old. No damage to screen but phantom typing. Spoke to someone I was told that I would be sent a new phone. Instead sent a refurbished phone. When I was told to essentially be grateful. Still unhappy and they made me feel undervalued as a long term customer.”

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Posted 6 years ago

“One star is one too many!!! Seriously poor. When they can't answer your question, they hang up on you. This company illegally took payment from my bank and now they refuse to pay it back. AVOID THESE GUYS AT ALL COSTS - Next stop the ombudsman!”

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Posted 6 years ago

“Only giving them 1 star cause i cant give them none.Terrible company and ive been a customer for over 13 years.Phoned up to pay off my device early and to see what my options were to lower my monthly costs only to go through the upgrade process and find out it was the wrong handset they had set up.Phoned back to cancel and set up a upgrade deal for the handset i wanted only to be told i need to wait 24hrs for the wrong handset to come back as returned.Phoned back the next day to be told it was still not marked as returned and again to phone back in 24hrs.Phoned back again to be told it wasnt marked as returned as first told and a notice of complaint had been issued and someone from the complaints department would phone me within 7 days.8 days past still nothing so phoned them back to be told once again the wrong handset was still not “returned” went through it all again and was again told complaints department would phone back but this time within 5 days.7 days then passed and still no phone call so finally phoned to cancel only to be put through to the complaints department (before i was told there was no direct line or couldnt be put through to complaints department) so spoke with someone with complaints in the morning and was assured to be phoned back in the afternoon 3 days passed and still no call back so phoned to proceed with the cancellation and move to another network.Will be glad to see the back of o2 after all this terrible way to treat customers”

Helpful Report

Posted 6 years ago

“Garbage customer service and plan. I purchased a plan with international roaming. Called o2 numerous times and tried to get the data to work and their solution was to use wifi!!! What was the point of me getting the plan if it won't work? They refuse to give me a supervisor to talk to and they said it's part of my contact but won't tell me what they're referring to and blamed the network in Toronto and New York saying it must be down ... I was their for two weeks, doubt it was down that long. Either way 3 and ee were so much better by all means.”

Helpful Report

Posted 6 years ago

“Outstanding customer service at theTrowbridge o2 store from Ethan the team leader and Brad. Nothing was too much trouble for them helping me set up my new phone and transferring all of my information. The Trowbridge team made me feel welcome and were extremely efficient and helpful.”

Helpful Report

Posted 6 years ago

“Poor network connectivity. You get a better signal in the middle of knowhere and poor signal in city centre. Abysmal network in comparison to EE.”

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Posted 6 years ago

“As an O2 business customer, I tried upgrading my phone but shamefully disconnected from the network without any reason . I think somebody is trying to sabotage my business . 72 hours passed . Engaging with customers service is like knocking your head on a brick wall . I think staff should read notes left on system before making assumptions . I am very disappointed and horrified . Time to leave 02 for good .worse. Customer service and network .”

Helpful Report

Posted 6 years ago

“They still my money and creating based on false information .I would say never agree anything with O2 they charge you for everything was even upgrade was cancelled within 14 days .they kept my money and keep changing me as it was internal error they said and had cost 100 pound for there internal error .”

Helpful Report

Posted 6 years ago

“I had a problem wiv my monthly pay bundle and I would advise not having an online live chat with them because I spent 52mins explaining my problem to 3 different people, after that I gave up and just called customer services who solved my problem with in 3mins and they resolved my issue and topped up £10 for me and have me advices and they were also kind and friendly so yeah the point is just call them don’t have a live chat”

Helpful Report

Posted 6 years ago

“Placed a order via phone adviser was very helpful polite and patient as I didn't know what package deal I wanted to take out thanks o2”

Helpful Report

Posted 6 years ago

O2 is rated 1.4 based on 1,019 reviews