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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“The worst phone company in the world . Once they took over virgin the end was near and it's arrived . They missold me a upgrade the lady in their Asian office lied over the phone and since has seen my contract go from £7 a month to £20 illegal . Fraudulent behaviour from their customer services no suprise there, I've been trying to cancel my contract or get this fraudulent upgrade resolved but still to no avail. They keep sending emails asking about late payments as I was instructed by a customer service rep who understood some English to cancel the direct debit until these complaints are sorted it's been over a month and still no sign of this being over. We will see what happens next . The worst company ever don't ever think of joining 02 aside from the fraudulent scam artists at their customer service they also have really bad network .”

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Posted 3 months ago

“Worst company in the world. I reordered a device, the day before delivery they cancel. Really disappointed, been a customer for 20 years. No respect for customers and rude staff.”

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Posted 4 months ago

“O2 worse network for scamming u after I pay my bill then within days I get a message saying data low”

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Posted 4 months ago

“I can’t wait to pay off my phone and leave 02. They never sort out anything properly. The amount of times I’ve had to phone to get something sorted. They promise it will be done and it never is. Terrible service steer clear of 02”

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Posted 4 months ago

“02 pulled a slammer on me when I just phoned to enquire about 02 charges. After not getting a clear answer, I ended the call only to find I have been entered into a contract with 02 WITHOUT MY AGREEMENT OR PERMISSION!!! And soon after that, they began sending me monthly bills after just 2 weeks after 'signing' me into a contract WITHOUT MY AUTHORITY OR PERMISSION!!! After that, I have been trying to contact 02 profusely to protest about their unauthorised 'slamming' me to engage me into a contract with them that I did NOT authorise!! They even tried to bribe me to accept a £50 sweetener not to cancel the unauthorised contract that they set up with me!! Damned cheek!! This is illegal and I have reported 02 to OFCOM who have confirmed that 02 have now been confirmed with slamming me in to a contract WITHOUT MY AUTHORITY OR PERMISSION!! And advised me to follow a link they gave me to bring action against 02!”

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Posted 4 months ago

“The worst service. I have been misguided constantly. They cant do the most simple things. I dont know whats happen to 02 but the service is not at all the same. Hold time is more than 40 minuites. Then they take forever trying to take your security answer then the call drops. I have never been so frustrated as I have been with 02.”

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Posted 4 months ago

“Absolutely horrendous! If you are having problems with o2 like myself, ask them for ‘Direct Access Request’ and ask for all your transcripts from as far back as 6months and take it to the financial ombudsman. O2 are shocking! Their customer service are Asian and don’t have a clue on how to deal with things. The retention team are UK and at times no better. You get better support in store but they can only do so much. I have had nothing but stress since I joined them end of May. I was with virgin but they did a switch over to O2. Because of that I should get double data. Everyday I get emails saying thank you for your request and they remove all my double data and travel inclusive minutes. Then I get another email the next day saying thank you for your request and they put it back on then a few days later it starts up again. The funny thing is no request has been made! I upgraded my phones which are still in a box unused because after upgrading couldn’t receive incoming calls. Then when I thought it was resolved they cut off our network because they were sending eSIMs without explaining it takes 24hours & the most important part you need to set up your O2 app in order to get it. So went in holiday for one week with no network and no way for us as a family to contact each other outside of the hotel. I have had the most stressful 6weeks with them and am taking matters further as they have violated their contract on more than one occasion and the transcripts will prove it. I’m going to a better network once this is over. My personal opinion is to walk away from them but it’s each to their own!”

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Posted 4 months ago

“I have an issue with my phone numbers for 3months. Problem is not even solved. I have been issued with amounts I need to pay for services I have not even received. also I got letter from Moorcroft Debt Recovery limited, but my business number still not working. I have written 3 complaint letters, noone ever contacted me or phoned me. Everything started from April 2024, now its July 2024.”

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Posted 4 months ago

“Terrible Customer Service, just send automated replies and tried to sell you products when you phone to complain, Unbelievable.”

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Posted 4 months ago

“Went to the o2 shop in Hemel Hempstead today 02/07/24. A lovely guy called James helped me change my mobile number. It was a complicated request as I wanted to transfer an old number from an o2 account that my husband paid for to an o2 phone contract I had in my name. It took a while as the staff in the shop had not done that before. James was fab and so was the other guy that tried to help him do it. Between them they worked it out and managed to do it. Brilliant service, helpful, polite staff especially James and made my day. Thanks James and o2 for a great service. That’s why I love o2. Erica Brooker”

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Posted 4 months ago

“1 star is to good 02 are shocking especially the customer service pushed pillar to post.”

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Posted 4 months ago

“Have been with o2 for over 18 years, I sent my Apple Watch back to them for repairs as it was faulty and they sent back a refurbished one with no communication at all during the week this was gone. In cancelling my Apple Watch they managed to also blacklist my mobile device. I have spent hours on the phone to customer service pied off from department to deparment, written three emails to complaints service with no response and I am still without a working phone or watch which has been on going since 13th May. I run a small business which I've lost money on from not having a working device, I have just had surgery so I'm not able to be in contact with my medical team and I am unable to do online banking whihc requires two step authetication in the form of text message to my mobile number so have incurred charges there too. I was offered £35 credit today when I pay £100 a month for both watch and phone each month (its been more than a month without these services) and refused any gesture of good will. So much for being a loyal customer where none of the above issues with device is my fault - it's just entirely unacceptable.”

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Posted 4 months ago

“I don't even have O2 yet the Debt Collection Agency continues writing to me stating that multiple accounts in my name were in arrears and I owe them money! Obviously fraudulent so reported to O2 the 1st time ... then the 2nd ... etc. Even though the Fraud Team said it had been sorted and details blocked, received another letter for a different agreement number and amount from the DCA demanding payment(s) again!? Was later sent a generic letter from the Fraud Team I have heard NOTHING from their Complaints Team when I cited concerns, particularly on my credit record. Would have thought that O2 would try everything to protect their reputation in light of reported criminal activities? Given their inability to manage serious issues or basic customer engagement, AVOID AT ALL COSTS!”

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Posted 4 months ago

“I have documented proof that I paid my final bill after weeks of runaround, only to receive a letter from a debt collection agency that I was now in arrears?? 02 is deplorable with its service and will do anything to squeeze every last penny out of you. Would never recommend to even my worst enemy and they have lost a customer for life.”

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Posted 4 months ago

“DO NOT USE THEIR SERVICE!! Awful company, not sure themselves what they are doing. imposible to get a call. Typing this fast and angry.. just no words f* o2...”

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Posted 4 months ago

“I visited your Winchester o2 store on Sunday 16th June. I have to compliment the sales advisor 'Makki' who assisted me with a £10 sales voucher for my Mobile phone. He was very customer friendly, courteous, helpful and competent in his work. Therefore, if possible I would like a management member of the team to thank him on my behalf. Kind regards. Alan. R. Trott. 07934887142.”

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Posted 4 months ago

“Unacceptable and unethical. I raised a complaint about fraudulent activity, but after two months, no action has been taken or inquiry made. I contacted O2 five times by phone and twice by email, yet they have not responded or resolved the issue. This reflects poorly on the company's business ethics and suggests misuse by their staff. I do not have any contracts with O2, nor have I applied for any products or services from O2 or their suppliers. Someone used my personal details to create two accounts with O2. Despite raising a complaint, O2 has not supported or investigated this fraudulent activity. Please be aware of O2's lack of response to such serious issues.”

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Posted 4 months ago

“Callum at Kendal is very helpful and knowledgable particular at our age .He is a credit to O2”

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Posted 4 months ago

“Worst company I have ever dealt with in my life. Would give zero if that was possible. Been trying to cancel wireless dongle since 10th May. Numerous phone calls with abysmal very difficult to understand advisors, actions promised but simply not carried out. No response to emails. Wouldn't recommend to my worst enemy.”

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Posted 4 months ago

“Do NOT go with O2!!! I had been with O2 for the past 12 years, but over the past few years they switched their customer service from the UK to somewhere in Asia. The workers have NOT been trained on O2 products at all. It has taken them 6 months to cancel my airtime plan (which I am fully entitled to in my contract). I also did NOT receive a refund for the past 6 months, even though I wasn’t using the airtime plan (I moved to Australia, so got a new phone provider). I think it’s disgusting that they would do this to someone who has been with them for 12 years. I had been calling them nonstop over these months, and even constantly messaging on the app in which they would always end my chat or hang up the call. Initially they told me I had to wait to cancel my airtime plan (which I did), and then when I contacted them again after waiting, the workers were confused and didn’t know you could split an airtime plan and a device plan. I sent them screenshots of a previous worker who told me I could do this and to wait, alongside screenshots of where it says you can cancel online and also screenshots in the contract. Again, they’d just end the chat or hang up. I’m not sure if they just didn’t want me to cancel or if they are uneducated. Let’s not forget to note that most of the time they do not pick up the phone either, or the chat option says they’re unavailable on the app - so this was EXTREMELY painful when I would get through and they’d end the chat. I never ever complain or leave bad reviews, but I was so frustrated I was crying after each conversation - I’ve never received such poor customer service from a business. Most of the workers I spoke to were also very rude (despite me being polite). Also - somehow from December 2023 to Jan 2024 my FIXED airtime plan increased from £25 to £55. Every time I asked about this they just told me this happened to all phone companies, which is not true. If you want to keep your sanity and YOUR MONEY, do not go with O2.”

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Posted 4 months ago

O2 is rated 1.4 based on 1,018 reviews