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

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“Won’t use o2 again. Phone broke , in O2 shop for nearly an hour told to go home reboot . I’m a pensio er and no help at all. Daughter sorted a new phone for me should have arrived yesterday , still waiting . In a queue so put phone down. No phone today going to Sky as cheaper anyway . Loyalty stands for nothing , all about money still no phone from02 !”

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Posted 7 months ago

“Can't get to speak to anyone and my bill has charges that make no sense”

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Posted 7 months ago

“Customer service is absolutely shocking, wrong numbers to call on website which take you on endless automated loops. Live chats that do not work, call lines the take multiple HOURS on hold. Appalling would never recommend and will be changing as soon as contract is up.”

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Posted 7 months ago

“Since 1 April I have been trying to port my old business number to the new o2 sim and have had no updates from o2, since the beginning I called the second day to customer service and spent time explaining, that nothing happened. I lost my many business calls and other things. It's really horrible that company keep Taking payment and not doing anything When I asked to stop service and give my old number back they send me early termination bill”

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Posted 7 months ago

“disgusting customer service and very expensive will be leaving when contract ends ..do not use 02”

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Posted 7 months ago

“I cancelled my contract omwith 02. I Spoke to so many people on the phone and they reassured me that it has been cancelled now I don’t get why the debt letters keep coming through the post. This is ridiculous. they are sending me letters saying i need to pay. They are scams! Would advise to stay away from 02 network!”

Helpful Report

Posted 7 months ago

“I have told these onanists for the past 6 months that the person to whom they send letters "Mr X" does not life at our address. I have returned 12 letters with not at this address. Made 2 phone calls. Sent 3 letters by separate post. Sent 9 e mails to 02 complaints. I have complained to the Ombudsman and told them, 02 this providing reference number. All of these have been ignored and they are now sending debt letters for "Mr X". Both my wife and I have health issues yet this company continues their harassment. DO USE THIS COMPANY.”

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Posted 7 months ago

“Didn't give me ear buds offered with contract. Custer service rubbish. Used live chat, Phone and email.”

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Posted 7 months ago

“Nearly 2 months ago, O2 switched me to their new billing system. This resulted in their app and website showing me incorrect outstanding balance totals, effectively saying zero is outstanding. I queried this with customer service via live chat and phone where I was repeatedly told and assured it is correct and no payments are needed, and that also all my direct debits are cancelled. A week later, a payment goes out of my bank via DD. I call O2 back to query this and they can’t give me an answer, but did say that the DD’s were not cancelled but they will do that now. Despite me being told previously they were cancelled. At this point, the app and website were still incorrect and even getting worse, with constant errors when accessing my accounts, so I couldn’t see my bills or any information. I decided to raise a complaint via phone, and was told I’d receive a response within 48 hours, as the complaints team are not available via phone!! 48 hours passed and no response. I called back and was informed I was told incorrectly and that it would be 5-7 days. I waited a further week or so, and still no response. I sent a further complaint, this time directly via email to their complaints team. Nearly 2 months later, still no response to the complaint at all. I continued to call customer service to raise the issues around payments, direct debits, and the app/website. Throughout all of this, I’d had nothing but constant issues with their support team: telling me incorrect information, transferring me to the wrong departments, some being rude, many of them just hanging up, or being on hold for 1.5 hours+ then cut off, or waiting to be put through for an hour then their lines closing and cutting me off. I decided to request they cancel my accounts on the basis they haven’t kept to their complaints policy, nor am I able to get anywhere with the support teams at all. This resulted in lots of back-and-forth, being hung up on, rude staff etc, until eventually one guy agreed it was an awful experience and agreed to cancel my accounts and said that I can set up a payment plan to cover the remaining device payments. With the accounts now cancelled, I’ve still had no response to any of my complaints, and now calling to arrange a payment plan, I was put on hold for 2 hours then someone answered and put the phone down. Calling back, so far been on-hold for a further 45 minutes and still not through to anyone. So now I have a huge outstanding bill that, as agreed, should be put into a payment plan, but cannot be as I cannot speak to anyone about it. Awful company, the absolute worst. Unbelievable no-one can deal with complaints on the phone, and even worse that they do not respond to complaints at all seemingly, and the support team just hang up on you constantly. At one point I asked to speak to a manager, which as per their complaints policy I’m entitled to do and they have to put me through, but was told “I cannot put you through as they are busy doing work” - bearing in mind at this point I’d been on the phone with O2 for 8 hours with constantly being hung up on. Well, Mr O2 support, I should be doing work too, but cannot as I am sat on the phone with you. Absolutely rude.”

Helpful Report

Posted 7 months ago

“Hi, everyone. Before you do a contract with o2, please check the o2 reviews . I had a contract with an o2 network, and our contract deal was £35 a month, but o2 was charging me £65 a month. I contacted o2 costomer Service 3 times, and they said, "Oh, we are so sorry, we will put cap on it ." It's will never happen again. If you put a cap on , and then if you make a call abroad, even by mistake, it's not go through because you have a cap on. That's what the cap on will do. The next month, they still changed me £65 , I went to the store because I was tired of calling online customer service, and I thought they would help me to stop this. In the store, they told me the same things. Oh, we are so so sorry about I will put a cap on right now, and it's never happened again, and I said I already have a cap on why it's happened again, the man told me that they didn't put it cap on properly. The next month, the same things again 65£ charged, and I went to the store to the same person. He was looking to his computer for about 10 minutes and finally he said that he couldn't do anything , so I decided to cancel my contract which I did and I'm receiving a lot of emails and letters from o2 . They are saying the next step will be court, and I'm waiting for that to happen because me and my team will take o2 company down. We have so many proves that o2 company is always charged over amount. About 10 old age people we have, which is easy to overcharge, and o2 charging them, poor people don't even know. Many more people like this we have, which has overcharged . So we are waiting. What will o2 do if they don't do anything, we will take action, and if me and, my team, are successful in this process, Then that's what we will do for leaving to help everyone who gets scams by the network providers.”

Helpful Report

Posted 7 months ago

“Absolutely useless and incompetent. I opened an account some years ago for my son and this contract ended last year Nov time. He then asked to transfer the account into his own name on a new sim only contract which they apparently did and the old number was discontinued, we then received a demand for payment even though the old account had been closed and disconnected, they then refused to transfer the account until we settled which we sis, we then receive demands from Moorcroft debt recovery for a pathetic sum of £10.50 ???, we then called again and they said there had been a mistake and the case was dropped, he than had use of the new account and all seemed well, i then received yet more demands for a payment of now £14.50 on this dead account that was no longer in use, i complained and was once again promised it had been rectified, i had since opened a dispute through Resolver and uploaded all my evidence along with my complaint and was promised 7 days in which they would contact me, that was 2 months ago and i have heard nothing but have since received yet another demand from Moorcroft debt recovery for a new bill of now £16.17 ???. I owe this pathetic company absolutely nothing and in fact was refunded for overpayments after paying for their fictitious bills. Steer well clear..”

Helpful Report

Posted 7 months ago

“Been with last 5yrs but needed today to go into local branch in Shrewsbury, which had given a great service previously. That branch is now closed. So next is Telford phoned them and out of order, so phoned helpline who said it was the correct number. So phoned Wolverhampton who answered immediately the company going through a franchise and there is no phone at Telford branch. Very sad that this is so awful a service now as really respected/appreciated the Shrewsbury team who were always on top of any issue I had presented with. They were experienced , patient, friendly, and gave service with a smile.”

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Posted 7 months ago

“If you're thinking about getting home wifi in Germany or Berlin, stay away from O2. Here's why: This company operates as if it's above the law in Germany, completely ignoring customer complaints and failing to deliver promised services. Just take a look at their online reviews. They continue their poor business practices without any real consequences. It is quite remarkable that the German government continues to allow such a malevolent company to operate with such disgracefully poor business practices. I signed up for home wifi with O2 in Berlin back in June 2023. The installation technician never showed up on the agreed date. I tried everything to fix the situation – visiting their store, lodging complaints online, and calling their hotline. Nothing worked. I couldn't even reschedule the installation. Then, to make matters worse, they started charging me for the installation and monthly service fees without providing any service. This has been going on for over ten months. No one at the company seems interested in resolving the issue. Instead, they've decided to send their lawyers after me for payment of services they never provided. Honestly, dealing with O2 has been a nightmare. Their lack of responsibility and customer service is shocking. I strongly advise against using their services. Save yourself the hassle and look elsewhere for your needs.”

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Posted 7 months ago

“Customer service is awfull.id would like to know whose training these people.they havent a clue.i was scammed in february,was sent an iphone and apple watch i ddnt order .tryin to explain all this to the fools that work there and they dont understand.they had the cheek to take money from my bank they had set direct debit on my behalf .my bank reinbursed me the following day .there telling me i have 4 seperate bills to pay which i wont be doin .i keep tellin them i did not order these items there not listening .ive had to contact Action fraud”

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Posted 7 months ago

“Do not hang up when I've been waiting for 40 minutes No customer service just awful nasty people.Dont get ripped off by there trusted partners either because before you know it your stumped in a contract that you didn't agree on.And 3 apple watches and an iPhone at my door.i refused and I won't be intimidated by lying riff raff..Where the hell do these people come from”

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Posted 7 months ago

“Upgraded my handset and contract to the unlimited plus plan and paid extra money for express delivery for before 10.30am on 30th...this didn't happen and the order is still "processing" I've spoken with multiple people one saying it's a technical issue and that it'll be resolved promptly...not the case. Another saying that it was because of the holiday which is fair enough and that I'd get in on the Tuesday...Another lie. So, today called again and another advisor has said that there's been an influx of orders and DHL haven't collected the handsets yet. All three advisors have lied and said that they were going to sort the issue out with the team that process the orders and liase with the complaints team and o2 have done the bare minimum to rectify things. I even offered to travel and collect the device from an o2 shop, but apparently that was not allowed. They should not have even offered express services if they couldn't fulfill the order and the lies their staff have said in order to pass the blame on to other team or the delivery service is disgusting. Also, I have complained about poor network issues in the past and nothing was done by them then either.”

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Posted 7 months ago

“I would have selected 0 stars if I could. I am shocked at the lack of customer care from o2, I wish I never took a contract out with them. I’ve upheld my side of the contract by paying every month even though out of the 18 months I have had the phone it’s not worked for 9 of them. In march alone I called 17 times to rectify my issue and was told “this has been escalated” or “rest assured this is being looked in to” No one seems to know what they are doing which is no fault if their own it’s the poor training they have likely received. Since Jan 2024 I have been asking for a complaint to be logged and every time I call to chase it they tell me it’s been logged a few days prior and with the complaints team. All you seem to get is lie after lie. Currently looking in to small claims court and FOS as this should not be allowed to happen.”

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Posted 7 months ago

“Worse provider ever I'm stuck with a phone that keeps going wrong been replaced 5times! Won't change the phone for a different one and said my only way out is to pay the contract off £1344.76 leaving me severely out of pocket even if i sell the contract phone ( bearing in mind have had issues with the model since I had it and been changed so many times) signal is absolute rubbish aswell. Can't wait to leave.”

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Posted 7 months ago

“Fuming. Spent hours trying to speak to someone. They either hang up or don’t know what they are doing! O2 you should be ashamed now you are treating your customers”

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Posted 7 months ago

“They lied and now I have to pay a huge price every month for something I don't need. and I couldn't return it even though they said many times that they would handle it for me”

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Posted 7 months ago

O2 is rated 1.4 based on 1,018 reviews