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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“Minus 10, absolutely disgusting service.”

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Posted 2 years ago

“I actually despise O2, please stay away from this corrupt and greedy phone company who change account details as it suits them, now they think it’s fair to lump two contracts together into one monthly bill, on the wrong main number and refuse to separate the bills?! Has anyone ever heard of this in legal terms? I can’t stand being their customer anymore and it’s just a question of waiting or paying off the plans to escape from these money mongers. You have been warned!”

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Posted 2 years ago

“Been with them since 1989 but now they are saying I’m no longer the account holder and won’t give me any details so I’m having to take my business elsewhere o2 is a shambolic disgrace goodbye to them”

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Posted 2 years ago

“FRAUD stay away at all costs! I've now been left with a heavy bill for an account I don't even own and never opened! They're just after free money without providing any services. Reported as fraud but determined as none fraudulent? How when I have not one service or device with O2 but I'm left with a massive bill? Stay clear of these scammers”

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Posted 2 years ago

“Data connection problem. Phone conversations about my data connection was very good, they suspected the issue sim card. Went to vist the shop explained the card issue, I was asked for ID proof , I was in possession of Gt manchester trvalling passed bank Debit card, the manager persistently insisted to see my Driving licence or passport Iargued the Travel pass with my photo graph Bank debit card plus the verification text code from customer service should be sufficient, she the manger still insisted to sight the Driving licence or passport I reasoned my problem to check the sim card issue as I don't receive data connection, she was not helpfull, I said fine I will stop using your service and put this card in the bin. I visited Gt manchester o2 shop.”

Helpful Report

Posted 2 years ago

“A customer for nearly 20 years but after being sold a broken phone when upgrading early, I received some of the worst customer experience that I have ever received. I had to go through multiple avenues to get someone to listen to my complaint after being fobbed off by employees, complaints team and many more.”

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Posted 2 years ago

“I am absolutely disappointed in O2. I have been phoning O2 to try and sort out a problem I have been having. I cannot access my app for O2 to see my bills etc. I have asked to speak to management and still waiting for the call. They keep saying it’s the technical department but nothing is getting done. Before I went on holiday I asked for they to correspond with me by email as I was overseas and I received nothing from O2 or technical department. I have been phoning about this issue since June 2022. O2 is not helpful and the management is very lazy and never bother to phone their customers that have issues to try help them. I do not recommend O2 as they lazy and shift blame. O2 is quick to debit but cannot help their customers sort an issue you out and pass the blame onto the other departments. I am disgusted!!!!”

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Posted 2 years ago

“Been a customer since the start. Spent thousands with them. Just had an extras bill for £185, not mine but O2 don’t care, they just want the money! Worst customer service I’ve ever experienced. We are now getting divorced and I will never go back to this one sided and abusive relationship ever again. Goodbye and good riddance.”

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Posted 2 years ago

“I can see the standard Of 02 Decreasing Basically when I phone up 02 As I’m trying to sort an issue out with my account They listen to what they want to listen to and I’ve never not Paid O2 bill I spoke to different members of O2 staff to try and sort my issue I Like I said I’ve always pay my bills I’ve been in the O2 shop in Weston Super Mare They’re more helpful than when you actually phone up O2 they just put the phone down when they want they explain about calls are recorded After a phone in O2 up about 7 time And get a nowhere my contracts out in Two months time I will not be going back to O2 after four years of being with them As I’m writing this message out o2 is calling me They ring You answer the phone they put it down That’s just happened 3 times The service is terrible”

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Posted 2 years ago

“A lot!! o2 set me up with what seemed a good o2 + Virgin Media deal. £25.99p a month for a mobile phone contract + Virgin Media broadband with free set up. Too good to be true? Well you know what they say. Anyway I fell for it. The direct debit of £10 per month was ok - but then Virgin Media started demanding £45 per month + set up of £35 when I was expecting the monthly charge to be £15.99p. A trip to my o2 shop where I was reassured that they would sort it out. After 2 months they still had'nt sorted it - just sat on the fence! I cancelled the Virgin Media direct debit whereupon they have given me another contract for £29 a month which I've cancelled within the cooling off period. So I've no idea where I stand with all this and am faced with having to fork out for legal advice. If you are thinking of going with these companies I'd say Beware! We need a pressure group to bring these powerful companies into line.”

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Posted 2 years ago

“2 and a half hours to change my bank details and still not sorted !!!! What a great service”

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Posted 2 years ago

“Literally the worst network in the world. Daily connection issues, daily poor phone signal. Even after 3 months of cancelling my contract they send me bills. Don't even think about going with them. They offered me a free 12 month contract and I still refused. I wouldnt be with them if they paid me.”

Helpful Report

Posted 2 years ago

“O2 is a dreadful company, and their customer service (to UK customers, I should specify) is abysmal. My long career as an O2 customer/victim (since 2014) has had its ups and downs, and there have been experiences good and bad. But mostly bad, and my most recent exchange has led me to post this review, so that others might be forewarned. Long story short - a month ago, prompted by O2's merciless campaign of ads to my mailbox, I took them up on their offer of a Galaxy watch on a modest data/device plan. Key point to note is that I added this AS A BOLT-ON to my existing plan with O2 (which had long given me free calls and texts, plus 5gb of data a month). The folks who put the transaction through messed up the deal. They put the watch through as an upgrade rather than a bolt-on, which immediately downgraded my existing plan, and left me in a position whereby I now had no calls or messages, and only a fifth of the data, covering both devices (phone and new-fangled watch). Hence endless costs incurred to my account, and texts on a weekly basis telling me I was 80% through my data. Guess what happens when you call an O2 call-centre? It's a bit like the bridge scene in Apocalypse Now. You know someone *must* be in charge, but god knows who. Distant music plays, interrupted by static. A voice murmurs in the distance. Chaos reigns. The centre cannot hold. Am I still here? The horror, the horror. After two hours, I'm told by one of the automatons, via live-chat, that it is now too late to return to my old halcyon airtime/data plan, because too much time has passed since I ordered the watch. Dealing with O2 tonight brings to mind Gen. Kelly's description of working for President Tr*mp: "We're in crazytown. I don't know what any of us are doing here." I hate this company, hate them into little pieces. They practice state-sponsored larceny, grinding every penny they can out of working people in tough times. They take us all for fools. As patchy as the EE signal is around here, I would far rather give my money to Kevin Bacon's retirement fund than prop up this wretched, hateful company one more day. So loooooong, jerks! (ps. I will say that Carla, who ultimately helped get me out of my abusive relationship with this company, was very empathetic and courteous).”

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Posted 2 years ago

“Internet freezing not great experience at all I live in leeds 9”

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Posted 2 years ago

“i went abroad on holiday, my phone bill is normally £20 a month, they have now billed me £103 because i left the country and used my phone maybe 6 times, i contact O2 after being a loyal customer for over 15yrs and they really couldn't care less, piratically laughed at me. im leaving O2 due to this experience with them.”

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Posted 2 years ago

“O2 has the worst customer service in UK. I visited their store in portsmouth City center yesterday and met with 3 agents who said 3 different things contradicting themselves. Was told to be attended to by one of their agents who said no he prefer to attend to someone else. A lady eventually came to our rescue and was behaving like she's doing us a favour. Very rude set of people, they lack professional approach, no enthusiasm, she asked for our account details and said it not correct despite the fact that direct debit has been set on it. She just said "your account has been blocked their nothing I can do". I will never recommend it to people and will discourage any one I know from having anything to do with them.”

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Posted 2 years ago

“Absolutely no customer service, the store manager in crystal peaks is probably the worst I've ever seen and contradicts himself when you approach an issue with him. Also little to no coverage in many many places!!”

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Posted 2 years ago

“So received a new SIM as part of their collaboration with Virgin Media. Unfortunately, like so many other customers you can't get into the account as it states account has not been activated. The first rep that answered after 30 mins (don't even want to bother with the nightmare voice activated robot before that) well he took down the whole story and decided he could not help and put me through to South Africa. Here I had to go through all the security again and this was unecessary. The side issue is my Wife set up the virgin media account and they phoned me in my car for the offer, as it comes out of my bank by direct debit. So I am perfectly able to accept the deal on my own but I need my wife to pass security to fix the issue. Anyway the woman was either deliberately winding me up or had an uncanny knack to remain silent and only talk at the exact time I spoke. To the point where I said let's use radio techniques and I will say "over" when I am done and it is your turn to speak. Her response was of course complete silence until I spoke again after another awkward silence. Trying my best not to turn into Basil Faulty the call came to a farcical end with absolutely nothing resolved. It ended with her reporting the failing as an It request to be investigated within "several days". A total nightmare service and this call could have been completed in 5 mins instead of 55. This would mean a far shorter wait in the initial que. However I am convinced they are winding people up on purpose and probably uploading to tick tock or something like that. It is the only credible reason for the excruciatingly painful support that was offered with zero resolution. I am looking to terminate the agreement but have no idea where to start. So bad.”

Helpful Report

Posted 2 years ago

“The worst network provider in uk. absolutely appalling customer service time and time again. every single customer service member has attitude problems. they do not listen nor do they genuinely attempt to help. their first recommendation is always to pass you on to someone else. They do not log all the conversations (security concern). All in all do your research and speak to existing O2 customers before locking yourself with a company who has appalling customer service. not only they are rude, no interest in helping but on top that they are abroad, very difficult to understand, they also use (voip) for their telephone lines. Bad quality sound. If you do not want issues do NOT join o2.”

Helpful Report

Posted 2 years ago

“AVOID WITH ALL COST.. Once you get in you can’t get out. Terrible network coverage. Useless. I’ve joined March 2022 and since then I receive every week messages that there is a problem with a mast in my area. For half a f..ing year. I travel in the UK in many different locations everyday due to my business and it’s the same. Burton Upon trent, Derby, Nottingham, Birmingham, London, Bournemouth, Leicester, Liverpool, Bristol , Manchester and many other locations tested personally by me so far. My phone is not showing 4g very often. If it does it it stays for 3-4 minutes , sometimes i get the chance to load a song while driving but 90% of the time I don’t have internet, i need to out the phone in airplane mode and back to restart it. When you’re out with friends and want to show them a video online or something you can’t. On the motorway if you want to listen music , from a 3h journey you are lucky if you get 6 songs. Sometimes it’s showing 5G and nothing loading. Very poor connection. The phone has been checked by Apple who said the phone is fine. When I contacted back the O2 they said that this is all they can do and this is how their network is they can’t do nothing and if i want to cancel the contract i need to pay £800 . So I’ve wasted £63 for 6 months which is £378 and they’re telling me to pay £800 more to keep the phone and cancel the contract. Iphone 13 worth £1200 f..k robbers when in Apple shop is £800 and i can pay monthly instalments with 0% apr. I’ve told them that i will pay £830 how much is the phone , minus £378 what I’ve paid till now, but they don’t want to do that. Neither monthly instalments or to take the phone back.. Useless they are. Take your device and services back and let me find a proper network stop behaving like Mafia , providing sh.t services and enforcing you to pay cancelation fees for something that doesn’t work. You should read all these negative reviews and do something about it , because I’m not the only one repeating you the same issues. I will make videos on youtube everyday from different locations to show how their network works. Before i will cancel the contract i will make sure i show to as many people as i can the quality of their services and the customer support so you don’t fall for it. O2 and Aerial Direct the worst providers in the UK.”

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Posted 2 years ago

O2 is rated 1.4 based on 1,061 reviews