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

“Been on the phone for hours going no where over and over again!!!!!! Get staff who understand English enough is enough leaving today.”

Helpful Report

Posted 8 months ago

“Can't wait for my contract to end. Contract price just went up my 9%. Phew, for a moment I thought the CEO wasn't going to be able to afford that holiday home. So glad I could help out.”

Helpful Report

Posted 8 months ago

“Honesty and integrity are not part of O2's mantra! The customer service is indescribably dishonest. They will tell you anything that comes into their heads! They repeatedly lie and cheat and scam their way through their dealing with customers. Taking direct debits you do not owe for a contract you ended within the 14day Sale of goods Act period. They will then deny that you ended the contract and the contract is still live. Not only once but daily, weekly repeatedly they tell you the contract has been ended.Then when you call again they say your contract is still live and you go through the whole process again. Having cancelled a Bank direct debit they then set up another one and take money from your Bank account.The retention/customer service team at 02 will lie repeatedly to you day after day. Avoid this company at all costs!!!”

Helpful Report

Posted 8 months ago

“Worst customer service I’ve ever come across”

Helpful Report

Posted 8 months ago

“DISGUSTING company, more horrible customer service. Avoid it!!!!!!!!! They did for me wrong contract 2 times more expensive than I expected!!!!! Two weeks I have been trying to change it or cancel! Spent hours and hours on the phone! They steal money from people, they give wrong contracts which you cannot cancel then. If I knew I would never start with them.Appalling company, totally agree with others reviews!!!!!”

Helpful Report

Posted 8 months ago

“Appalling customer service l, spent 2 hours on phone yesterday. I spoke to 9 different people in call centres from god knows where in the world. Every time going through security, explaining my issue, being put on hold, told they would deal with it then they would end the call and transfer me to someone else to start the whole process again. No one could help me, I was crying with frustration. I asked to cancel contract eventually through sheer frustration, we can't do that, we have to put you through to cancellations, call ended transferred again for eighth time started all over again, man said he would cancel contract, after being on hold 20 minutes he ended the call and transferred my call to ninth person who knew nothing about my case or why I'd been transferred to her, she could'nt help cancel contract. After 2 hours I gave up.”

Helpful Report

Posted 8 months ago

“Long term customer (12 years) Had an unlimited Data EU sim, used it no issues for the last 2 years suddenly not working mid January whilst in EU Checked router etc after a week of research bought a new router etc realised it must be 02 end. Phoned them up in excess of 10 times (approx 7 hours plus to date) to be told 1) You have a bar on your line since 2019 ( line is just over 2 years old) LIE 2) You've never had unlimited EU Data as we do not offer it ( I have screen shots of my use Dec 23 in excess of 150gb data whilst in Germany January before being cut off in excess of 75gb) LIE 3) You requested a bar on EU use ( I only got the Sim to use in the EU specifically so why would I get a bar put on it ?) LIE 4 ) Assured its all sorted and will be active within 24hrs (that was 16 days ago..... still no service but regular texts saying were having technical issues bear with us !! ) LIE 5 ) Assured that if I renew as I am now out of contract on two lines that will be sorted as system will be updated ,still nothing after 16 days..... LIE 6 ) Told as your overseas we cant activate your sim, Sim is already active and has been for over 2 years .LIE The list is endless Its a sad reflection on a multi national who just doesn't give a s*** about its customers anymore.....”

Helpful Report

Posted 8 months ago

“Sorry but 5 stars isn't for O2 but for the lovely lady by the name of Chelsea and her manager who in 1 hour sorted out the complete mess O2 customer service couldn't do in 23 days. The hell they put me through you couldn't imagine. I couldn't access my phone they cut it off, they transferred my number to another phone. Personal information, emails texts and I couldn't even ring my family and make contact with anyone. The lies the deception and accusations of fraud. I had to ring the end of contract to get through to someone else and thank goodness this wonderful woman named Chelsea and her manager sorted out this mess in a hour 30 odd advisors I spoke too couldn't do in 23 days. This experience was a living hell. Thank you Chelsea and of course your manager.”

Helpful Report

Posted 8 months ago

“1 and a half hours to get through , spoke to a call handler and after 15 minutes gave up a she didn’t understand what I was saying. Once contract is ready for renewal looking elsewhere very poor service”

Helpful Report

Posted 8 months ago

“130 oxford circus O2 shop The shop staff poorly trained, very unhelpful. Took out 2 contracts will cancel both”

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Posted 8 months ago

“The worst experience and the worst company EVER ! I'm trying to end my contract since October after being confirmed on a phone call that my contract it's been ended, 2 months later I recived another letter with an outstanding balance without even using any data . After emailing and calling so many times they keep refusing to close my contract finding excuses each time I call them . Is adding me so much stress I just don't know what to do anymore. I also been at the store and they said they can't end a contract it have to be done on the phone . Absolutely a nightmare.”

Helpful Report

Posted 8 months ago

“I have 4 contract woth o2 and one of which i cancelled. Even though I said I don't want puc or any other number, so they had no excuse for incompetence . But surprise surprise the stench of them not doing their jobs, still not just charge me for a canceled contract but its double what I singed up for with virgin. From terrible signal to useless staff these really are the cowboys of the UK.”

Helpful Report

Posted 9 months ago

“At at thunderbird fried chicken food was great and customer service was quick”

Helpful Report

Posted 9 months ago

“For the past 12 months I've been having trouble with phone service and data connection, regardless of where I was. Most of the time I was in either London or Portsmouth. I contacted 02 over 60 times in emails and phone calls, not one of my emails have been responded to up to this day. But I recieved automated emails saying that they was recieved and someone would be in contact shortly, but this never happened and still hasn't happened. I phoned 02 multiple times over the past 12 months, and each time they all did the same thing, they reset my phone but because after a reset, you need to turn your phone off and then back on. That ended our call and of course, no one ever called me back. So I would have to phone 02 back and start again from scratch with a different agent, who would say the only thing they can do is reset my phone. A month ago I spoke to someone on the phone and said I'd like to leave 02 and cancel my contract. They asked me why and I explained the signal and data connection problems I've been facing over the past 12 months. They said they would send me out a new Sim card as it may be the 02 sim card stopped working, as this can happen. I agreed and one was sent out to me. After receiving the new sim card, I inserted it into my phone only to find it didn't work. I tried to contact 02 but was on the phone for over 40 minutes in a que, in the meantime, I had the phone on still but I travelled to my nearest 02 shop. Only to find the shop has been closed down. Still no answer from 02 throughout my entire journey. I went into another phone service provider to ask them to take a look at my phone. One person from their technical team looked at my phone and the brand new sim card and informed me that the new 02 sim card sent out to me is faulty. They never tried to sell me their products their or sway me into leaving 02, they just informed me that 02 had sent me out a faulty sim card yet again. I then emailed 02 to explain the situation but to this day, no one from 02 has acknowledged or responded to any of my emails. Over 60 emails. It's very disheartening to know that they their customer service and communication is this bad, especially as their phone company and are supposedly meant to provide communication.”

Helpful Report

Posted 9 months ago

“I visited your Chelmsford store today, greeted by Oteri, the best experience I have had in my 12 years of visiting phone shops. His exceptional customer service helped me upgrade my iphone getting me the best deal and providing me with information regarding my virgin media. Thank you so much will definitely be returning and recommending to friends and family! Thank you so much Oteri you’ve restored my faith in phone shops!”

Helpful Report

Posted 9 months ago

“Wish I never changed to 02. Still trying to keep my phone number. Code supplied not followed through by 02. Connected me to the wrong number. Can’t understand the call centre, promised to phone me back, never followed through. Do not use 02.”

Helpful Report

Posted 9 months ago

“The negative reviews on here are representative of my own experiences with 02. Their mobile service is very patchy and the line has a bad habit of cutting out when you get through to customer services or if you are calling other companies. The 02 staff are in out of the uk call centres and this can be frustrating as you not only have contend with patchy sound quality from the poor quality headsets used by them, but also you can be left having to ask them to clarify or repeat what they have said due to their accents. They do try to sound friendly over the phone, however that is little consolation when set against the poor quality of 02s service. We were switched to 02 by virgin mobile. After many months We have sadly given up on expecting a decent service and are now actively in the process of abandoning them (something which we shoild have done sooner) My honest advice is to try other providers before considering 02”

Helpful Report

Posted 9 months ago

“Worst customer service... waited for 2 hours on the phone and still on the call. just going one department to another.”

Helpful Report

Posted 9 months ago

“Every month up to 5 days without any services. O2 ignore all queries. Customer Rights Act doesn't work. This company don't respect and hate their customers. To be client O2 means not respect yourself.”

Helpful Report

Posted 9 months ago

“Worst service provider, they never solve your problem I preoder a device on 25 jan it has to be delivered on 26 jan but today its 12 Feb no update of Oder. If we contact the O2 store they were like we have no information or they cut the cl. If we contact the customer service they said we escalate the issue you should contact the store. Just worst provider ever. Never trust O2 they just waste our time store has 0 interest in providing details same as online customer agent. My oder number is NC32599839”

Helpful Report

Posted 9 months ago

O2 is rated 1.4 based on 1,018 reviews