O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,047 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,047 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 recently purchased an iPhone 11 Pro from 02. The problems I suffered were severe coverage issues. I work all over south and south west London and I could never use the phone to it’s full potential but I tried the phone with an EE sim and it was fine! But with 02 apps would work extremely slowly, I would loose 4G connection routinely and during calls the quality was awful, So I contacted 02 via their online chat and they recommended I’d get a replacement SIM card so I did but yet the issues were still present. So again I contacted 02 via their online chat. They recommended I send the phone off for repair and spare phone would be available but I would’ve needed to pay a deposit for a basic phone, but I said the phone is fine with an EE sim, But they wouldn’t budge from the script. They would only offer a repair, if that didn’t work then it would be a replacement, albeit a refurbished one. So after 3 hours trying to talk to someone sensible I gave up and next day I phoned 02 Instead and managed to speak to someone who was more better at their job, then without fuss offered me a replacement handset which was brand new and I accepted. I gave the new phone a week but yet the problems still persisted, I was gutted so I phoned back and they did not argue at all in this case, they offered to take the phone back and gave me two options, let me take a new phone from a different manufacturer or cancel my line which I opted for. I was about 7 weeks into the contract. The biggest mistake I made was contacting o2 via online chat, They were extremely unhelpful and would not help at all, at one point the chat agent said “ we’re going around in circles” If you are a customer of 02, phone instead the call centre agents are far more understanding and helpful and it seems they more authority in what they can do.”

Helpful Report

Posted 4 years ago

“o2 have been deducting various payments from my bank account, but were however unable to identify why these payments were being deducted, and repeatedly asked me to provide a GED code from bank in order for them to identify the payments. My bank explained that they do not have a GED code however o2 kept insisting that I had to provide this. o2 tried to tell me that the payments that were deducted were for my pay as you go phone and I had used my card to top up. I do not not have a pay as you go phone. My bank identified that o2 had tried to take 4 payments from my account over the course of 5 days. In the end, after hours of back and fourth conversations, I had to cancel my debit card and log a case of fraud with my bank as o2 provided me with no help at all. The level of customer service provided from o2 was appalling, impersonal, and at times quite difficult. So much so that I am considering leaving my o2 monthly contract and moving to another provider.”

Helpful Report

Posted 4 years ago

“Sadly the lovely new smartphone I bought was locked to O2 . As I only wanted to do a bit of online shopping the O2 tariff is £1 every time I use data . EE or Vodaphone charge a penny or two . The new phone went in the bin .”

Helpful Report

Posted 4 years ago

“I want a refund back for my phone what I bought in September and sent it back twice for repair and now saying they are not refunding me because its damaged so I'm waiting for my phone get delivered back and taking it traded standard with my both receipts I've had to buy a new phone not happy with the attitude its only 4 mths old should have warranty and you should send me a new phone or refund making something up to not give me a replacement a new phone or my money back”

Helpful Report

Posted 5 years ago

“Internet literally doesn't work on O2 when you are in slightly crowded city centre area in Liverpool. I admit that signal coverage is not bad but when internet doesn't work, what would I do with signal. I dug deeper into O2's bandwidth, current bandwidth is simply not enough to serve huge amount if users that O2 has. I believe Ofcom should use its power to stop O2 from signing new customers until 5G is more widely available and/or until frequency refarming (using 2G/3G frequencies for 4G services) is completed. I ended my contract and paid £144 but it worth every penny, now with another operator and I have working internet once again.”

Helpful Report

Posted 5 years ago

“I have claimed my rewards and been told they will go on to phone as credit within 24hours . I have waited 3days and still no credit paid i”

Helpful Report

Posted 5 years ago

“Ordered a phone that got sent to the wrong address and when trying to correct this their customer service is an absolute joke. Don’t touch with barge pole! They don’t know the meaning of the word service, or indeed customer!”

Helpful Report

Posted 5 years ago

“I found a phone in the street in Derby, a Galaxy X10, I tried to contact the owner but the phone had already been blocked. Knowing it was on the O2 network I took it into their store in the Intu centre Derby, the staff were pleasant enough, but when I told them I had found one of their customers phones, they said that It wasn't for them to accept the phone and to trace the owner and to take it to the local police station.With the help of a friend I managed to reunite the phone with the owner, It turned out to be her business phone with all her information on it. I'm just wondering why a multi million pound company can sell a phone worth several hundred pounds and then not even be bothered to help trace the owner, it cannot be that difficult to contact them and ask them to collect from the store, rather than let a stranger walk away with it and sort it out for them!”

Helpful Report

Posted 5 years ago

“Rubbish company never recommend and coverage allways frozen and hig Reid not coustemer service rubbish 🤮🤮🤮🤮🤮🤮🤮😡😡😡😡😡😡😡😡😡🤮🤮🤮🤮🤮🤮🤮🤮🤮🤮🤮🤮🤮🤮 and insurance department all staff ignored coustemer”

Helpful Report

Posted 5 years ago

“The worst billing issues, struggling hard to sort out the issues, called couple of times to the customer service. They are least bothered to resolve the issue and top of it they will disconnect the services if we didn't pay the bill as it is not sorted out. I need to wait for the call to get connected every time and spend lot of time with customer service to explain the same issue again and again. Each and every time they are telling the same story that in your next bill it will be sorted but not . so stupid things happening and more over my credit history is affecting because of missed payments with huge bill went into wrong account and never sorted immediately.”

Helpful Report

Posted 5 years ago

“O2 in rochdale spoke to a lovely gentleman called tom nothing to much trouble extremly helpfull and polite all staff should be like him highly recomend to visit shop”

Helpful Report

Posted 5 years ago

“They are a bunch of crooks, milking the poor and vunerable. The Directors should be arrested and interrogated for crimes against Humanity. See them in court, then in Hel.”

Helpful Report

Posted 5 years ago

“Simply, if you go with them expect several daily issues with network. Extremely slow in best case scenario, usually just drops constantly, this is business for or private. They have no solution to solve this issue”

Helpful Report

Posted 5 years ago

“I had a one year nightmare with O2 who have quite possibly the worst administrative organisation ever known which has to be experienced to be believed. Everything is fine as nothing goes wrong with your account - just pray that it never does. I can't begin to list all the bungling inefficiency I was forced to witness. Also don't expect them to give you the right information because they may not and my experience was they took zero responsibility whatsoever for their telephone operatives giving me completely the wrong information.”

Helpful Report

Posted 5 years ago

“I’m due an upgrade I’ve been with you years, young lady in Watford store was rude snooty abrupt I left the store and I won’t be upgrade with you I might be just one customer but she really needs to be made accountable for the loss.”

Helpful Report

Posted 5 years ago

“Just terrible customer service, wasted an hour already trying to resolve wrong charge can’t waste more time going into details. Avoid this company for peace of mind.”

Helpful Report

Posted 5 years ago

“I am happy!!!”

Helpful Report

Posted 5 years ago

“Awful customer service. I have never received such unprofessional customer service in my life. Called to cancel my contract within the 14 day 'cooling off' period, only to be told by Diane in customer retention team that I can olny cancel the contract from the point of sale (third party seller). This was in fact wrong and she knew it. She fed me a bunch of lies before transferring me to another department where I waited for over 20 minutes before they hung up on me!”

Helpful Report

Posted 5 years ago

“I've been experiencing terrible network coverage wherever I go in the UK for almost a year now. I've been in to my local O2 store multiple times to have this issue resolved, yet nothing has been done. My device has been checked for any issues, none what so ever. I've replaced the SIM and even swapped SIMs with a friend who is with EE. After putting the EE SIM in my phone, and them having my O2 SIM, they experienced terrible signal and mine was absolutely fine. I've been aware for a year now that my local mast is down, and I get told every time it's being sorted ASAP. At this rate, it seems like this is never going to be resolved! I shouldn't be paying a monthly fee for a product that is not fit for purpose! After talking to O2 customer services, they do not seem to care!”

Helpful Report

Posted 5 years ago

“This company is not fit for purpose. Too many complaints to list so I will say in short 02 are liars and scam artists who should be avoided at all costs.”

Helpful Report

Posted 5 years ago

O2 is rated 1.4 based on 1,047 reviews