O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

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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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If there was a rating lower I would give it no star or even negative. The worst customer service I have experienced. Network is rubbish, price is absurd and customer service is beyond hopeless. They talk to you rudely as if you did something wrong, all I wanted was to cancel my sim and have a PAC code, but I wasn't told I would be continuing the contract if I did not activate the PAC code, but guess what if you try to activate the PAC after 30 days it expires, so you'll end up paying for another month before you realise you still have an ongoing contract with O2. Please do not go on this network! Anything else is better like Three, EE, Vodafone, PlusNet, literally any other network provider is better in all aspects.”

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Posted 6 months ago

“Has an issue now for 2 months no signal ,to,d me via resolve that there was no issues with signal I have done daily checks on o2 , oh and of course there is issues in the area . My calls constantly dropping out , rang the o2 business complaints number to be told after 20 minutes to rung back? as the advisor said no one to speak to me ?. The worst company ever ,”

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Posted 6 months ago

“Switch to network was meant to take 24hrs, it's been a week and a half Call centres are in Sri Lanka and take forever to be forwarded to right person. Switching to voxi. O2 is a waste of money.”

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Posted 6 months ago

“I'm currently trying to switch away from o2 and keep my old number. With other providers this has always been simple and quick. With o2 it seems as though they are deliberately making it as difficult as possible to get my PAC code. Perhaps this is an attempt to get people to give up on switching. Apparently due to an error it will take 5 working days to get it. A little bit of googling and it seems as though this is a dodgy tactic many experience while people trying to leave o2. I now just keep being left on hold for extended periods of time. I suppose this is another attempt to make me give up.”

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Posted 7 months ago

“If i could give negative stars i would. I decided to leave o2 because the signal around my area is bad, so i was happily paying out the rest of my contact to leave to a network with better coverage. The women on the phone was explaining that i get charged the rest of my contract plus any additional days i use the phone until the number disconnects, which i did not understand and was trying to get her to explain better as that would mean paying twice. I asked to speak to a manager as maybe she was not explaining very well but she started getting very angry on the phone and raised her voice. At this point i had not raised my voice or got angry. This is the first time in my life i have experienced such appalling customer service… i was shocked. I still do not understand what she was trying to say as i don't understand paying until the end of my contact now, then getting charged again for any days i use the phone until i switch my number. I recommend to avoid o2, i have been to many places in the UK and never had much signal… had better with smaller companies like Smarty. That with the terrible customer service makes it a company never to waste your money with.”

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Posted 7 months ago

“I've been asking O2 to port my business number to my new SIM since 12 August; 5 weeks later and they still haven't managed to do it. I must have spent about 10 hours so far on the phone to their Customer Service team, but they are completely useless.”

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Posted 7 months ago

“The Reading assistant manager of O2 lost the most important memories of the 1st month of my newborns life, just to get a sale. My 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 £200 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.”

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Posted 7 months ago

“Worst provider of all. My sim plan was transferred to watch plan in FEBRUARY by o2 and they STILL haven't rectified it leaving me with the inability to make calls or retrieve messages I can only operate via WiFi. Despite complaint to the communication ombudsman which has been accepted THE FAULT IS STILL THERE. Can't change provider and retain my number as the pac code is registered to a watch. Absolutely SHAMEFUL!!”

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Posted 7 months ago

“Keep harassing me for someone who does not nor ever has lived here. My dogs have more intelligence and communication skills than these onanists. I am not even a customer thankfully but returned letters, e mails, phone calls all ignored. Please sending someone threatening to my door so I can use reasonable force to remove them.”

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Posted 7 months ago

“Awful service 😔 so much of my time wasted. Plus the o2 shop was not helpful either.”

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Posted 7 months ago

“The customer services pass you from pillow to post and randomly say that they’re checking details and end up passing you onto someone else. Call to pay the bill because for some random reason the direct debit has failed and it takes minimum of 2 hours to do that. They overcharge people and make people pay for it and now adding £14 interest onto my account even though it wasn’t my fault they didn’t go through. It’s a shell of the o2 it used to be.”

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Posted 7 months ago

“I don’t know where to begin. To make a very long story short, my O2 account was hacked by fraudsters on Christmas Day 2023. From within my account they were able to request an eSIM and then transferred my phone number to their own. They also requested a new contract. I woke up on Boxing Day to no working phone and alerted O2 straight away. I was told everything would be resolved that day. I contacted them daily for 2 months with the bar constantly being moved for when this would be resolved. After a month, despite contacting daily, I found out the fraud investigation had been closed the same day it had opened so nothing had been done for an entire month. It is now September 2024, nearly 9 months later and the issue has still not been resolved. I have spent endless hours on the phone and live chat to resolve this. I have never received a single response from O2’s complaint department despite numerous attempts and cases raised. The case was escalated to the ombudsman in April 2024. I was offered a pittance of a gesture of goodwill but by this time I wanted it resolved. After being sent to debt collectors for a bill for a service I hadn’t had access to since Christmas Day, I contacted O2 again. I found out they had only investigated the new contract and hadn’t investigated anything to do with me having no access to my number and this being taken over by fraudsters. It was only after 2 months when I realised what had happened that I told O2 to bar my account. By this time the fraudsters had gained access to all my accounts, including bank accounts, as they could receive the variation code to my phone number required to change my password. O2’s negligence at me raising fraud to them and them doing nothing to protect my account is beyond alarming. By this point I had of course taken out a new contract with a different company as I had been 5 months without access to my own phone number. Now 9 months later and still nothing has been done to resolve the fraud on my account. I still am being billed for a service I haven’t had access to for 9 months, which has affected my credit score significantly after I was told by O2’s finance team to cancel my direct debit as it was the only way their system could stop taking payment which they agreed I shouldn’t be paying. I refuse to pay them as I know I will never see a refund for this.”

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Posted 7 months ago

“I paid off £££ to pay off my contract early and upgraded on the 16/08. CLICK AND COLLECT was available for next day and was PROMISED I’d be able to collect my phone over the phone with customer service. I went into store just to be turned away and told me to come back in a week? It’s now the 03/09 and I still do not have my order. EVERYTIME I contact customer service, I’m being told different things. The warehouse is migrating? The click and collect labels are not working? There’s an IT issue? If there was an IT issue surely a big company like this would get it fixed within hours to a day.. this is ridiculous and poor communication to their loyal customers because of this “Delay” they offer you £10 on your account?? That’s not solving anything. They say they raise your case as a high priority but they can say anything over the phone just to finish the call as soon as possible. Poor service. A automated message should have gone through to all customers if there was something happening to their warehouse. If you’re thinking of moving to O2, I wouldn’t. This needs to be addressed as they loosing customers fast. Anyone else gone through the same?”

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Posted 7 months ago

“The worst network you will have use, avoid O2 and go straight to EE. It may cost you more but at least you won’t be stuck in the stoneage.”

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Posted 7 months ago

“I can barely understand the support, I thought it was scammers at first, they all had generic English names and would have the strongest Asian accents. but this company once overcharged so I suggest avoiding if you can find alternatives.”

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Posted 7 months ago

“Oh what has happened to O2……. What an absolutely appalling service. I upgraded to a new phone which they sold me and it is faulty. They have used delay tactics to delay return of the phone to them. Now of course it’s out of the so called “14 day” return. It has taken me 3 store visits 5 hours of phone calls. Which I might add they disconnect frequently and 1 whole month To finally get them to look at the phone. I’m just waiting for the dead lock letter to escalate this terrible service to the ombudsman.”

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Posted 7 months ago

“After problems with messaging I contacted them. They suddenly increased my monthly charge on iPhone which I’d had for years, to £70 !! After hours on the phone they offered me an upgrade to iPhone 15 and £30 per month, nothing happened so I cancelled the upgrade and I’m going to change probably to EE.”

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Posted 7 months ago

“Worst phone ever, didn't put insurance on my phone when asked, it now broke and they've they can't do anything. But I can pay another phone and pay for that at same time I'm paying for the one that not working properly or if I do get in mended it going cost me £500. WONT REPLACE PHONE. DO NOT USE O2 Rude on phone and in shops as well”

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Posted 7 months ago

“Been having signal issues for a month and contacted customer service via email and got ignored. Attempted through Facebook just got sent round in circles saying the same things. I'm still expected to pay full price. New customers get better deals not ones that have been there for years. Wouldn't even wish this on the worst people in the world that's how bad it had gotten. They should sell Virgin media and go back to the better days when I got get a bit of data. Overcharged for a service that doesn't exist anymore”

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Posted 8 months ago

“I’d been a loyal customer to O2 for years. I recently found out that I was being charged nearly an additional £40 a month for a number/device that wasn’t mine. Thought it was an additional charge for insurance or whatever, but it turned out it was not. My partner and I did the math and I’ve paid nearly a grand towards this company in that time. Their idea of compensation wasn’t even a quarter of the amount I’ve paid them over the two year period. Terrible customer service, in the process of terminating my contract with them now. Would not recommend unless you want to be scammed almost a grand!”

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Posted 8 months ago

O2 is rated 1.4 based on 1,061 reviews