O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

Company Reviews

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Metrics

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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"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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“To be honest I have nothing negative to say..the call centre people helped me out instantly and very satisfactory.i only have had good experiences with O2.”

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Posted 5 years ago

“After years of loyal custom, I feel very let down by o2. have my phone stolen. and it is going to take at least 5 days to get a replacement I am told.”

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Posted 5 years ago

“100% happy..spoke to a guy called Ashley..got my problem solved immediately. Nice friendly chap.also O2 are on the ball..10/10 review from me.”

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Posted 5 years ago

“Worst service I have ever had in my life. Misleading, no way of cancelling, no technical support, terrifyingly bad customer service. The only thing that actually works is, of course, the payment: taking money out of my account. I'm not even going into details because it makes me incredibly frustrated, I can only highly advise anyone: never use their services. Never.”

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Posted 5 years ago

“Changed my life..might sound silly but I didn't think I would qualify for my dream phone but O2 has helped me out..I am so grateful and so far everything is brilliant..thank you O2”

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Posted 5 years ago

“Absolutely terrible service. My internet keeps cutting off after a week every month since June. I've called them probably twice a week, either called, messaged, went in to see their 'gurus' and nobody can seem to find a fix for this. I have had countless staff members telling me the whole of the UK's internet is down - which it obviously isn't. If I wasn't in a contract I would have cancelled my phone with them. I have been with O2 for 10 years' and never had so many issues. Absolutely pathetic customer service, with no resolution in site. I just keep being redirected to different teams and constantly having to call up and chase this when your staff do not actually log the issues. Honestly if you don't have an account with O2 I can only advise you avoid them like the plague. Such a big company that doesn't care at all about your issues/ finding a resolution to them. These issues have been ongoing since June and I have been unable to get any refunds for all the money I am paying for internet that I can't even use.”

Helpful Report

Posted 5 years ago

“I have been a 02 customer for around 20 years. My family have 4 phones through them. I have 2 phones on business contracts. In recent years the service has been getting worse but I stuck by them out of misguided loyalty, even though I could have saved money going with a different network. The final straw for me was when I tried to log in on line and system wouldn’t let me. I had to contact customer service 4 times over 2 days and was still unable to reset password to be able to log in, despite having numerous links sent to me. Having wasted so much time in the effort I was left frustrated and angry. I was even told not to worry as the representative never bothered logging into to there account, which I felt was beside the point. I believe that be able to log into an account is a minimum requirement of a contract or membership. I am able to cancel 1 account straight away but will have to wait up to 7 months to be rid of the others. I do not feel 02 is now fit for purpose and would recommend to people not to join them.”

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Posted 5 years ago

“Would give less than 1 star! Level of service is bad, try and con their customers. Beware! Been with them for more than 10 years. They wrongly taken another account under my name. Didn't give me any info on it until I went to the bank. Called many times to rectify, only to never get an update. Made out it was my mistake. The other account never been used. They had the audacity to say it to make it sound like it was me. Will close my O2 account since they treat their customers like fools! Check all tour accounts to make sure you only have one, as they are very sneaky. Didn't want to offer compensation for stress caused.”

Helpful Report

Posted 5 years ago

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Posted 5 years ago

“Shocking service, blatantly lied to sign me into a contract telling me I could use my phone worldwide with no extra charges, when I started receiving charges I contacted the customer service team who quite frankly were useless, uncaring and unhelpful. They made no attempts to resolve the problem and we kept going round in circles. I opened formal complaints to which I was offered to leave O2, I asked about what to do with my number as my personal and business banking and email are attached. I of course received no such contact and 2 months later they blocked my account. I have tried contacting several times and when they put me through a supervisor they literally ignore me. How are they allowed to do this? I am out of the country (hence the travel sim) so unable to contact them. Its disgusting. Avoid at all costs.”

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Posted 5 years ago

“Poor service from start to finish. Appalling to say it the least”

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Posted 5 years ago

“2 weeks overdue on a bill, and o2 have constantly harrassed and threatened me with bailiffs and cutting off and losing my number completely, 2 weeks!!! Been in a contract and always made payments on time for nearly a year. They have caused me so much stress. The funny thing is, the reason I am overdue is because I moved house and had no broadband which I require for work, I spoke to o2 and they denied me any type of data deal, which led to me having a £150 bill on my last payment (which I paid). This isn't the first problem I've had with them either. Despicable company. Avoid”

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Posted 5 years ago

“Utter waste of time contacting these non-English speakers who just contradict themselves. I hope O2 make charitable donations to counter the amount of stress they cause to people. We ring with a problem and end up frustrated and no further on. People don't have time for this. Appalling service for a complaint of reduced /no coverage. Disgusted. Funny enough they no longer send texts asking you to rate their customer services 🤔 I wonder why!?!”

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Posted 5 years ago

“Awful company, frequently hang up on you when trying to cancel, pass you round to loads of departments without explaining whats going on to other staff member, refuse to refund money owed when in credit by making you complete another laborious process to get your own money back - i imagine that a lot of people forget or give up so they get to keep your money!!! the ombudsman really should investigate these guys as they are a truly terrible company...... avoid or you will regret it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

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Posted 5 years ago

“Knowing little about mobiles, I went ionto an O2 store (Fosse Park Leicester) and explained I was looking for a very basic package on a cheap phone - just phone calls and texts - I was told the cheapest option was a 'Business User' deal. I stupidly signed up for this and was subsequently tied into an overpriced contract. When I phoned to explain I was quoted Ts & Cs. I also discoveredd tghe contract was not with O2 but with 'Think Comms'. Needless to say, I got nothing out of either company. Clear message: PROFIT BEFORE CUSTOMERS.”

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Posted 5 years ago

“Paid to come out of my contract, so that I could get a new phone. Ordered a Samsung. Approx. five minutes after ordering I spotted a Huwawei that would suit me better. Phoned O2 immediately to cancel the Samsung. Was advised that was fine, and would take 24 hours to appear on my account, at which point I could order the new phone. I received text updates to say that my new phone (the Samsung) would be dispatched the following day. Called again. Spoke to a different colleague. Asked if it was definitely cancelled, which he confirmed. I asked to confirm that the phone would NOT be sent out, which was also confirmed. The following day I received a text message from DPD saying that my phone would be delivered. Called O2 again, who said that it WILL be delivered, but to simply refuse delivery. DPD driver arrived with the new phone. Refused to accept delivery. Called the following day, saying that I had refused delivery, and asked when I could order the new (Huwawei) phone. They said that they need to have the Samsung delivered back to them, before they're able to process this. One week later and there is still no word back from O2. Have checked my account, and it's still not been updated. Absolutely terrible service!.”

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Posted 5 years ago

“Any other company is better than this one. During my year of the contract, I was meant to pay £18 under contract, but my bill was always between £20 and £40. I was charged for games I have never used, and multimedia messages I have never sent, and when I have called customer service to get help or a refund, it was the hardest time in my life! Customer service staff is just not helpful at all and they seem they have better things to do than attending you. Even when I wanted to upgrade my bill to £20, (as I was always paying £30 ish...) they will not provide you with info, they will direct you to the website. This was a very bad experience, I just wanted to upgrade my bill today and thanks to the staff I had today, 26/07 at 14:00 Pauline, I am just leaving 02 company. Any other recommendations? Thanks”

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Posted 5 years ago

“Lost my phone and got o2 to block it. Phone unexpectedly recovered and the trouble I then had with o2 "live chat" and customer services (where staff gave out one lot of wrong information after another and where proper levels of training must be virtually non-existent) is not something I'd wish on anybody. I see o2 are getting hammered on customer service review pages and Trust Pilot and o2 management deserve all the criticism they get.”

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Posted 5 years ago

“I was miss sold a phone contract by an… I was miss sold a phone contract by an o2 partner company. lied to and not given access to the call recording. complained to o2 who mad me try and resolve the issue with the company future comms. The wouldn't even contact me when o2 tried to get me a call back. They then said they would deal with it. They never got back to me but sent me a letter telling me to contact ofcom as they never managed to help within a 10 week time frame.The thing is this company has been slated by hundreds of people with the same issues but o2 just let it go as they don't care how many lies are told to get the contract.”

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Posted 5 years ago

“Absolutely poor customer service. Not recommended to anybody.”

Helpful Report

Posted 5 years ago

O2 is rated 1.4 based on 1,061 reviews