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

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

“erview Reviews About O2 Reviews 15,154 • Bad TrustScore 1 out of 5 1.2 VERIFIED COMPANY In the Telecommunications service provider category www. o2.co.uk Company activity See all Claimed profile Hasn’t replied to negative reviews Reviews 1.2 15,154 total 5-star 8% 4-star 3% 3-star 2% 2-star 3% 1-star 84% Matt 29 reviews Rated 1 out of 5 stars An hour ago I see the o2 gangsters are still… I see the o2 gangsters are still running the iPhone scam. Had a letter this morning (15/05/24) telling me I owe £1099.00 for an I phone I know nothing about. After quite a bit of research I find this scam has been going on for at least 3 years and still o2 would have us believe this has been sorted. I only had sim only A/C, strange that only 3 weeks after being moved from Virgin mobile to o2, miraculously I am lumbered with £1099.00 worth of debt. This stinks!!!!! I've spent hours today with different o2 liars. Does the so called fraud department actually exist? Does the management ever check out the appalling reviews they have - Just check Trustpilot, for one??? Don't touch fraudsters!!!! Date of experience: 15 May 2024”

Helpful Report

Posted 6 months ago

“Poor company stay away. I have been a customer less than a month and have experienced nothing but issues. My phone has full signal but never able to connect to the Internet and when I can it's exteemly slow. I woke up one day to find my services completely stopped and was told I needed a new sim. I'm a week on and still haven't got the replacement sim card. I am in contact with thr CEOs office to be released from contact as it was complete mis sold to me. Stay away”

Helpful Report

Posted 6 months ago

“o2 has been well aware from day 1 that my child is using their services. Now, they went on to allow other companies to access my bank account and run recurring debit order of £246.19/month. My child visited his cousin whilst on holiday and was tempted to use his mobile number to enter into this contractual agreement. He doesn't even own a PlayStation. o2 says it's not their problem and blames PlayStation, Microsoft, Sony and I even heard about this company called Boku with horrific customer service. What's bizarre is that o2 and all these big companies are well aware that parents are suffering because of this and instead of putting in place people who are pro-active to support parents when such queries arise, they instead have customer support agencies who tries to intimidate you and refuse to escalate your problem unless you put a big fight. What a nightmare for me, and somewhat undeserving income for all these big companies. I am sure their income statements if audited will show billions of pounds they earn from deceiving kids online and reserving their right to refuse customer service to parents. Everyone is passing on the buck and what can a poor me do against these big companies What a shameful world”

Helpful Report

Posted 6 months ago

“Would have given 0 stars if it had allowed me too . Would definately never recommend this company . They need training in customer care . Online chat ect. You keep getting disconnected if they can't be bothered with the call or know the answer to your issues . They tell you to get back in touch if the issue is not resolved ( God knows how I can get intouch when they don't respond ) what a joke of a company . I have serious health issues which they are aware of but still extremely unhelpful to sort the signal issue out . Save your money guys this company do not deserve you .”

Helpful Report

Posted 6 months ago

“Where do I start they choose they’re own dates to take payments out and if you miss them up to £12 late fees added onto your bill even if you can’t help it, they will continue to raise the price of your device plan with no notification to you mine started at £20 which was no problem but now it’s 63 monthly (PLEASE MAKE THE RIGHT CHOICE DO NOT CHOOSE O2)”

Helpful Report

Posted 6 months ago

“Terrible customer service. Account could not be found in multiple departments. passed to 8 different department for minor issues, had my calls hung up on me mid transfer. Complaints raised about coercion of contracts, departments didn't do their job by putting the account on hold while being the complaint was being investigated. Investigations still open from over 4 weeks ago, the money (which was the complaint) was passed to a debt collector while the account complaint was still open (This is unlawful) DO NOT USE O2”

Helpful Report

Posted 6 months ago

“A dreadful firm. Advisors at their call centres are of no use, not trained properly, very poor service. We have left o2 as the price was costing too much for the service. It took three months contacting them by ringing and emailing. Their staff said everything was sort and would send a code to give to our next firm, and o2 never sent the code. After finally leaving them, they sent me an email to say we were £0.35 in credit. We paid everything we owed them. Now after nearly three months of not being with them, o2 is sending a bill each month with threats. I give up. Do not go with them, they over charge, we were paying over £27. each month and hardly used the data etc. They never thought to offer a better deal until we said we were going else where for £6.95 each month with a better deal.”

Helpful Report

Posted 6 months ago

“Finding it impossible to speak to a competent agent. Agreed a contract price for 3 handsets, 02 have not honoured the price and every valentines, after unbelievable wait times cuts you off. Disgusting lack of customer service.”

Helpful Report

Posted 6 months ago

“I just wanted a returns label or just email it to me. But no over a week of to and fro been hang up on after an hour of trying to see if they can email it to me while still billing me for a phone they have disconnected appalling service appalling customer care I will see you in court”

Helpful Report

Posted 6 months ago

“Appalling customer service. I would leave zero stars but had to select 1. The third party company these are recycling phones for Switch Up are ripping customers off. Hours and hours of calls and I cannot get past level 1 customer services which sounds like it is based in a foreign call centre. They refuse to provide details for head office. 2 online complaint forms completed to no avail. I have 2 more weeks before Ofcom can deal with my complaint. DO NOT SIGN UP TO O2!!!”

Helpful Report

Posted 6 months ago

“O2 issued an upgrade Iwatch with known network issues at the beginning of Jan 2024 here we are on the 1st April with out a working product from O2 Do not use O2”

Helpful Report

Posted 6 months ago

“Terrible customer service never answer the phone & don’t want to help you”

Helpful Report

Posted 6 months ago

“I have been with 02 for 26 years. However after trying to upgrade three times and still awaiting a confirmation email after 4 phone calls, I have decided to go elsewhere. I have sent 2 complaint emails, neither have been responded to and I just can’t believe how bad the customer service actually is. Unfortunately I will be only one of many to leave if you treat all your customers the same. I have 2 other business phones with 02, I will be also cancelling the contract on them as well. Good luck you’re going to need it!!”

Helpful Report

Posted 6 months ago

“No stars would be my actual choice. I tried to upgrade, cut off after agreeing a contract price. Got a call back agreed a price confirmed (with Blue Light discount) went to make the upfront payment - again cut-off, this time no call back. So, I had to ring back only to speak with a different advisor, who gave me a higher price - telling me that I could not have been offered my original price (easily confirmed by listening to the call recording - that I asked to be checked). I have been an O2 customer in its various incarnations with 2 accounts for 31 years and have never experienced such shoddy customer service or ever been called a liar. I could not speak to a manager and when I asked for customer concerns I was thanked for choosing O2 (not sure if that was sarcasm) and passed not to customer concerns, but to another customer service advisor who asked me to verify my account, again, as I had been transferred without information and that it would take up to 48 hours to get a call back to discuss my complaint. I then get an email a few hours later which had the Pre-Contract Agreement generated from my first call, that I was told never happened!! One-and-a-half hours wasted and being accused of uttering falsehoods to boot. O2 should be reported to the Advertising Standards Agency for misrepresenting customers by stating they have customer service.”

Helpful Report

Posted 6 months ago

“I don't want to go through it all again,but I am sure a great many of 02's elderly customers will have the same story to tell.At the start,over seven years ago,I could go to the city centre O2 shop,where a team of friendly,knowledgeable and courteous young people sorted out any problems,and educated me..as far as I could be educated in computer speak.The shop was closed down.From then on,the problems the shop team dealt with as molehills became mountains.From a shocking £700 Bill out of the damned 02 blue for exceeding a quota of which I knew nothing,and which amounted to a few hours excess usage( which was cancelled after much time consuming and harassing attempts that resulted in my having to go to A&E for blackouts) things went quiet...for a while.Then I asked for a replacement tablet,explaining carefully that I did NOT require any device that would raise my monthly payments by more than ten or twelve pounds,that I used the services only for a very moderate number of calls( two mobile numbers) and the tablet for browsing.,for research purposes,for You Tube ( mainly music and news updates)...no " streaming" or anything else whatsoever.My next bill was well in excess of the limit I had set ,and which the " advisor" had assured me would be adhered to.Looking carefully over my billing history,I saw that I had TWO " Small Biz' accounts ,and an allocation of 500GB.Does )2 actually KNOW what it's CUSTOMERS understand by the designation" customer advisor"....or does it just employ a host of fast-pattering,half-deaf ,half-educated ,bored,communicatio-unfriendly desperates from the nearest jobcentre? I am now resolved to GET OUT of this ghastly service-free stranglehold ,since even a message direct to its CEO has done NOTHING to break its placid dismissive,contemptuous incompetence,and all I have received is a single message from its " Complaints Resolution Team" ...who,with all their expertise team work,had nothingbto say except that they noted that I had " not provided my account information"....andvthisvcould cause delay in dealing with my complaint.I HAD provided my ACCOUNT NUMBER.They were just in too much of a hurry to throw the matter in the bin even to SEE IT. I am now taking the matter up with my Member of Parliament. 02's management needs to bevremindedvthat its customers are CITIZENS as well as a source of profit in return for a"SELL IT AND SOD THEM" attitude.I would advise anyone who has problems with them to do the same....though,out of courtesy,and to give their management at least an opportunity to deal sanely and decently with their customers...it just MIGHT jolt their " management" if complainants could start with their CEO....one Lutz Schueler whose e-mail address is listed,but who ,it seems,puts unwarranted trust in his company's "Complaints Resolution Team"....from which I have not had a single update...or apology...for a month now.Good luck with THAT.”

Helpful Report

Posted 6 months ago

“There's a reason that the reviews here are so bad! Have spent 5 hours in an O2 store, 4 hours online. I have been cut off 8 or 9 times and had different advice with no conclusion from at least 12 different customer service (ha!ha!) representatives. Shocking, frustrating, difficult and terrible service. Without impunity they wash their hands of the mess they create from their 'advice' - How can anyone run a business like this and get away with it Grrrrr!”

Helpful Report

Posted 6 months ago

“I would give 0 stars if I could. Absolutely horrendous customer service. They couldn't do a simple transfer of my existing number to their sim. It took months of waiting hours on hold with their various departments, then being told it would be solved in 24 hours/ 3 days/ 5 days/ etc. Then I never heard from them again until I phoned and waited an hour in the queue. They actually never got it to work, so I cancelled the contract and demanded a refund. Incompetent is putting it nicely. I'm currently on hold to complain about their complaints system. I can't believe they are still in business.”

Helpful Report

Posted 6 months ago

“If I could give 02 no stars I would If I could give 02 no stars I would. I've spent a total of five hours on the phone to them trying to resolve a problem with a contract I was mis-sold (I was told I was being sent a free pay-as-you-go SIM when actually they set up a monthly contact!) Long story short, they eventually agreed to cancel this contract and refund what I had paid them. They sent me a check for £6.78 instead of £92.30. When I rang yet again, after an hour on hold, I was told I had been charged an early termination fee and that's why I had only received £6.78. I asked to speak to a manager and was told they were busy and would contact me later in the day. Another lie. Rang again, related the same story, was told I'd been sent a cheque to refund me within 5 working days. Another lie. Rang them again and was told they would credit my other 02 account with the money the owed me. Well let's see what happens this time! . Nothing I suspect. As soon as my two existing contracts are up I'm switching to EE. Do not take out a contract with this pathetic excuse for a company.”

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Posted 6 months ago

“I have literally emailed 6 times to the email address they provide and no contact. It’s been a month. I rang on Monday and was on hold what that seemed like forever and I was cut off. I rang again and I was told a manager wasn’t available but would ring me within an hour. 5 days later and still waiting. Shocking! I can’t wait for my contract to end and I will never recommend them to anyone”

Helpful Report

Posted 7 months ago

“Had high expectations about getting Virgin Fibre but unfortunately they fell well short, was also sold a O2 sim only contract through Virgin Media, should have been 100 gb data only got 50 gb, Virgin have since cancelled my Virgin Media account as they are unable to provide a service to my address ( after keeping me hanging for 4 months) asked them to also cancel the sim only O2 SIM card, which never happened, phoned up O2 today to get them cancel it, 50 mins on the phone spoke to 5 different people, fobbed off by all of them demanding £150+ to cancel my contract, even though they have failed to provide the deal I signed up too. O2 data speed is also extremely slow compared to other networks”

Helpful Report

Posted 7 months ago

O2 is rated 1.4 based on 1,018 reviews