O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,047 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,047 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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“Spoke over 25 people over 6 hours, keep transferred to someone, keep cutting off line, rude, no one is capable to help, over 6 hours conversation, my priority is still not working. Never come across so bad customer service in UK.”

Helpful Report

Posted 1 year ago

“Message I wrote on 02 community: So I’ve posted on here before (about 6 weeks ago) when I realised O2 had ruined my credit score. They keep saying I’m missing payments of £5.80 on my credit score file each month. This all started when I swapped from their old system to new system. I received an email for a final payment reminder email back in April which was the first I had heard I owed £5.80. I phoned the following day after receiving this email and complained how they can only send one email and threaten you if you don’t pay. The lady confirmed by email they’ll pay the £5.80 and it wouldn’t affect my credit score. She didn’t action what was needed to be done and now each month on my credit score it’s saying I missed a payment. My score went from excellent to poor and I’m furious. I have called 02 and spent hours and hours on the phone, literally no one will help and all incompetent. Margaret Aitken Was meant to get back to me once resolved it, never did. Another lady was meant to get back to me and didn’t. Twice mangers were meant to call me back and didn’t. I’ve emailed numerous complaints to the complaints department and credit file email address. Not one response from them. All of a sudden on phone calls to the 360 department they wanted to send me an email with verification code to get through security to then help me. Usually they’d ask a security question. Anyway I wouldn’t receive the email and they’d say they couldn’t talk to me anymore. Turns out they had the wrong email address on their system, which is very strange. I then had to go to an 02 shop as the people on the phone said I need to get verified in store. When I was in the store I had to call O2 customer service and when I was at the point where I was asked to be sent an email with verification code on I then passed the phone over to the guy in the shop to verify it was me. And now I’m verified the guy couldn’t change the incorrect email address on his system so still can’t get passed security. He was meant to call back two days ago but didn’t. I don’t believe this and I so angry that no one can resolve my issue. They keep saying they’re actioning things but don’t. I can’t wait for the 8 weeks to be up from my first complaint with them to then seek help with financial ombudsman. I need this sorting asap as I need a loan but with my credit score so bad I can’t even attempt it.”

Helpful Report

Posted 1 year ago

“Very bad customer service, rough”

Helpful Report

Posted 1 year ago

“For over one month now I’ve been trying to get into my o2 account.with absolutely nothing happening. I’ve changed my password..still nothing happening. I must have had over a dozen codes from you to be able to access my account . I had an email Five minutes ago with a code to access my account and it’s still not bloody working … the only thing left for me now is when my contract ends is not to renew with o2…. Absolutely terrible company.”

Helpful Report

Posted 1 year ago

“Appalling customer service. After 5 months into an unlimited data sim only contact, o2 agreed that i could leave early as i was being no 4g where in lived. 2 weeks after leaving they took £300 from my account. Trying to speak to anyone is near impossible and I’m at my wits end. I will never go back and i will never recommend them. As soon as my contract with Virgin media is up I’m leaving then too seeing as how they are part of o2. Avoid at all costs, EE are far far better”

Helpful Report

Posted 1 year ago

“Without a doubt the worst customer service I’ve ever received. They cut me off despite me paying my bills. I have chase and chased via endless calls, going into the store which they were so rude and unhelpful. Ive emailed the complaints team as per the complaints code. I ended up in a car accident and couldn’t even use my phone to call for help which I bloody paid for. No response from any of my emails over the past 2 months. However, they have emailed saying I owe money and they have sent my details to the debt collectors. Good luck with that as I no longer live in the country. Absolutely disgusted!”

Helpful Report

Posted 1 year ago

“Worst communication company ever no respect for customers treat you like rubbish and then demand the maximum. If they want maximum should supply the product being paid for instead of saying we’re fixing the issue, it’s been 6 months and only E service yet you send letters/ about bill for 5G service and when you complain O2 don’t want to know . There is never signal when you need calls drop just a nightmare of a service”

Helpful Report

Posted 1 year ago

“On the weekend of the 9-10 of September I was in Belgium, putting my trust in your "roam like home" (EU) experience covered within my contract. Last time I checked Belgium is still in the EU but despite commiting to provide my with the ability to use my data package anywhere in the EU, you left me stranded with no data all of that weekend, resorting to public wifi or buying a separate sim card. None of your representative was able to help, some completely clueless and unprofessional and others just gave me no solution, except for opening a ticket to some tech team to look at within 9-15 days. A complete joke considering I was in Europe for 24 hrs. I travel frequently on short trips for work, and it's clear that your services are completely unreliable on all fronts, so as soon as I returned home I requested my PAC code via sms. The sms informed me that I need to pay £337 to leave you. You are in clear breach of your contract with me by not providing the services you committed to so there is absolutely no way I'm paying this money to leave you. Seeing this I called to make my complaint known and looking to cancel this breached commitment money, but no regular support team member can help me, only a manager. I've requested a manager call back on the 12th of September and was told that would take 24 hrs. Those have passed, I call again, 24 hrs more, those pass I call again, and this time I was told that the manager that was supposed to call me was unavailable to make the call, so no call was made. Rep wad really sorry and even promised a manager will call me today and that by end of her shift (8pm, 14th of Sep) she will call me to check in if someone hd called. Not the manager nor the rep called back. Tomorrow - now 72 hrs after I've requested a manager call, I will call again, and I'll either not get off the line until I get a manager, or I will call cs consistently throughout this day and every single day that follows until you release me from this horrible commitment that you as a company breached. The terrible service definitely pushes me even further away. Worst mobile company I've ever dealt with in my life. If you don't release me from my contract with no expense I will be suing you. I've already started sharing this all over the review site. You should be ashamed of yourself.”

Helpful Report

Posted 1 year ago

“I only wanted a pay as you go sim card for another phone. After being with O2 for 20+ yrs,you'd think it would be a simple call,and my simple would arrive in the next day or so. Instead,after 45 minutes being "put through" to various departments,I told them to forget it,and hung up. Sky Mobile here I come!! A total 02 Disgrace!”

Helpful Report

Posted 1 year ago

“Moving from pay monthly to payg APPALLING EXPERIENCE I’ve been trying to get my new sim set up for 5 days now STILL NOT WORKING WEBSITE UNINTENTIONALLY UNINTELLIGIBLE CUSTOMER SUPPORT BOT - inept CUSTOMER SUPPORT PHONE SUPPORT INAUDIBLE FACE TO FACE SUPPORT STAFF IN TROWBRIDGE DIGENGAGED IN NOT INTERESTED IN HELPING AT ALL I’ve been with O2 for over 20 years. I’m leaving after this.. buying a new phone elsewhere and going to find a different service provider.”

Helpful Report

Posted 1 year ago

“Terrible service from O2. I have been the victim of identity fraud and various O2 accounts have been opened in my name. I have had to call them 3 times and been fobbed off. Apparently it takes them months to investigate fraud and all the while I am receiving debt enforcement letters. O2's conduct of this matter has been far worse than Vodafone, which dealt with the same situation much more efficiently. I would never use them as my mobile provider.”

Helpful Report

Posted 1 year ago

“I have been a victim of a fraud. O2 is investigating for ages, keeps sending me emails to pay for two mobile 14th which I haven't ordered. Not contacting me whatsoever.. Poor customer service and fraud investigation and prevention.”

Helpful Report

Posted 1 year ago

“Terrible customer services avoid at all costs . They also rob you of your payg credit . They also disconnected my sim and been waiting for these clowns to activate sim. Which the lies they tell is absolute joke . No wonder they have hassle due to there problems they cause . i have emailed o2 complaints also ceo of virgin and o2 . Ive also emailed ofcom in regards to the hassle ive experienced . I still have no phone connected and ive been without a phone all threw them scumbags agents .”

Helpful Report

Posted 1 year ago

“WOW, dont know where to start. O2 barred my phone by accident, and a month later they still havnt unbarred it even though I have ported away from that horror show. They have left me with a £1000 phone I am unable to use and over 70 hours on the phone to them. Average wait time just to get through is 30-45 minutes. Nuff said. Sent a complaint, no response. Arranged a call back, they didnt call. 4 weeks and 70 hours plus wasted, £1000 brick of a phone”

Helpful Report

Posted 1 year ago

“Very very poor. I was migrated over from Virgin mobile where I was on a £0 contact. I was automatically passed to o2 and charged £25 even though I didn't use the new o2 account and I wasn't advised that my new account would be charged at £25 per month. When I tried to dispute this, I was advised I couldn't put a dispute through as I didn't make am attempt to pay. So they charge me without notifying me and then say that I can't dispute it because I didn't pay for something I didn't know I had to pay.... It's almost laughable!!”

Helpful Report

Posted 1 year ago

“Can't access my account downloaded my O2 app can't even log into that very frustrating tried calling customer service only interested in money not my lack access can't wait to cancel my contract.”

Helpful Report

Posted 1 year ago

“I bought a sim at the Islington store and was told it would work in Norway and Switzerland. It didn't. I went to the store twice to get a refund but the 'right person' wasn't there to do it. I had to contact them via Snailmail when I got back to Australia and have not heard anything from them a month later. They make it so difficult to contact them. Fraudsters.”

Helpful Report

Posted 1 year ago

“My Samsung Galaxy Note 20 Ultra G5 displayed a black screen. Despite trying online and video repairs, none worked. I purchased a refurbished Galaxy Note 20 phone, but I needed a replacement SIM card. I contacted Virgin Media customer service, but the representative's foreign accent made communication difficult. The Virgin representative transferred me to O2 Services without any further explanation. However, the O2 customer service representative also had a strong foreign dialect as well, spoke too quickly, and unclearly without any good English diction or clarity. Also, they attempted to sell me additional services I did not require, leaving me feeling stressed and dissatisfied, and I'm still not connected to any network to any mobile link. I would not recommend either Virgin Media or O2 based on my unfortunate experience.”

Helpful Report

Posted 1 year ago

“I have been to an o2 virgin shop at Wandsworth southside to drop an equipment virgin box to the shop.I received the rudest treatment in my life in a shop from a customer service assistant who harassed me and threw yes threw the box outside the shop. The worst company with the worst service. Avoid like a plague.”

Helpful Report

Posted 1 year ago

“After calling 02 customer support and getting no where i called into 02 in Harrow town centre where i was dealt with by a young man called Eshan who i thought was actually the manager of the store. Despite being really busy and seeing that i was being palmed off by customer services he went above and beyond to make sure that my old number was re issued to me. I loaned my phone to a friend who was mugged in South Harrow loosing all access to mobile banking as well as all my contacts , google passwords ect Without my phone number i could not access anything. People are very good at complaining yet very few actually take the time out to compliment people these days. I just want to make sure that Eshan receives the praise that he should because had it been left down to customer services i would still not have had my issues resolved so THANK YOU Eshan Now all i need is a phone so should anyone have an old phone they have going spare i could certainly put it to good use jemjemzmc@gmail.com”

Helpful Report

Posted 1 year ago

O2 is rated 1.4 based on 1,047 reviews