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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“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”

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Posted 2 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.”

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Posted 2 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.”

Helpful Report

Posted 2 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”

Helpful Report

Posted 2 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 2 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 2 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 2 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”

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Posted 2 years ago

“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 2 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 2 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 2 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 2 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 2 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 2 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.”

Helpful Report

Posted 2 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”

Helpful Report

Posted 2 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 2 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 2 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 2 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...”

Helpful Report

Posted 2 years ago

O2 is rated 1.4 based on 1,018 reviews