O2 Reviews

Name: O2
Rating: 1.41

1.4 Rating 1,019 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,019 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

“Utter waste of time contacting these non-English speakers who just contradict themselves. I hope O2 make charitable donations to counter the amount of stress they cause to people. We ring with a problem and end up frustrated and no further on. People don't have time for this. Appalling service for a complaint of reduced /no coverage. Disgusted. Funny enough they no longer send texts asking you to rate their customer services 🤔 I wonder why!?!”

Helpful Report

Posted 5 years ago

“Awful company, frequently hang up on you when trying to cancel, pass you round to loads of departments without explaining whats going on to other staff member, refuse to refund money owed when in credit by making you complete another laborious process to get your own money back - i imagine that a lot of people forget or give up so they get to keep your money!!! the ombudsman really should investigate these guys as they are a truly terrible company...... avoid or you will regret it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 5 years ago

“Knowing little about mobiles, I went ionto an O2 store (Fosse Park Leicester) and explained I was looking for a very basic package on a cheap phone - just phone calls and texts - I was told the cheapest option was a 'Business User' deal. I stupidly signed up for this and was subsequently tied into an overpriced contract. When I phoned to explain I was quoted Ts & Cs. I also discoveredd tghe contract was not with O2 but with 'Think Comms'. Needless to say, I got nothing out of either company. Clear message: PROFIT BEFORE CUSTOMERS.”

Helpful Report

Posted 5 years ago

“Paid to come out of my contract, so that I could get a new phone. Ordered a Samsung. Approx. five minutes after ordering I spotted a Huwawei that would suit me better. Phoned O2 immediately to cancel the Samsung. Was advised that was fine, and would take 24 hours to appear on my account, at which point I could order the new phone. I received text updates to say that my new phone (the Samsung) would be dispatched the following day. Called again. Spoke to a different colleague. Asked if it was definitely cancelled, which he confirmed. I asked to confirm that the phone would NOT be sent out, which was also confirmed. The following day I received a text message from DPD saying that my phone would be delivered. Called O2 again, who said that it WILL be delivered, but to simply refuse delivery. DPD driver arrived with the new phone. Refused to accept delivery. Called the following day, saying that I had refused delivery, and asked when I could order the new (Huwawei) phone. They said that they need to have the Samsung delivered back to them, before they're able to process this. One week later and there is still no word back from O2. Have checked my account, and it's still not been updated. Absolutely terrible service!.”

Helpful Report

Posted 5 years ago

“Any other company is better than this one. During my year of the contract, I was meant to pay £18 under contract, but my bill was always between £20 and £40. I was charged for games I have never used, and multimedia messages I have never sent, and when I have called customer service to get help or a refund, it was the hardest time in my life! Customer service staff is just not helpful at all and they seem they have better things to do than attending you. Even when I wanted to upgrade my bill to £20, (as I was always paying £30 ish...) they will not provide you with info, they will direct you to the website. This was a very bad experience, I just wanted to upgrade my bill today and thanks to the staff I had today, 26/07 at 14:00 Pauline, I am just leaving 02 company. Any other recommendations? Thanks”

Helpful Report

Posted 5 years ago

“Lost my phone and got o2 to block it. Phone unexpectedly recovered and the trouble I then had with o2 "live chat" and customer services (where staff gave out one lot of wrong information after another and where proper levels of training must be virtually non-existent) is not something I'd wish on anybody. I see o2 are getting hammered on customer service review pages and Trust Pilot and o2 management deserve all the criticism they get.”

Helpful Report

Posted 5 years ago

“I was miss sold a phone contract by an… I was miss sold a phone contract by an o2 partner company. lied to and not given access to the call recording. complained to o2 who mad me try and resolve the issue with the company future comms. The wouldn't even contact me when o2 tried to get me a call back. They then said they would deal with it. They never got back to me but sent me a letter telling me to contact ofcom as they never managed to help within a 10 week time frame.The thing is this company has been slated by hundreds of people with the same issues but o2 just let it go as they don't care how many lies are told to get the contract.”

Helpful Report

Posted 5 years ago

“Absolutely poor customer service. Not recommended to anybody.”

Helpful Report

Posted 5 years ago

“Moving from Virgin/EE i was expecting O2 to be a little slower but they are simply unacceptable. I mainly want to use my data to stream you tube and music when on the move, not talking 4k video but I regularly get awful buffering and time out errors on the most basic apps. If you looking at their coverage and think it looks fine for your area, think again, it's the bandwidth that's the issue, their connection ratio is so appalling that I cannot use my phone in Manchester city centre. Save yourself 2 years of misery and pay a little more for a better supplier.”

Helpful Report

Posted 5 years ago

“This refund process has been the most exhausting process I have ever had to deal with. This has been an incredible long and annoying service. It should not take this long to issue a simple refund. Its now going to be over a month for a refund. I am disappointed on how o2 customer service and live chat has spoken to me about it and I wish to write a formal complaint. I returned the faulty product on the 31st May 2019. I was told the refund was in process. I received an email from o2 on the 10th June unable to refund my money because they needed my card detail. I rang o2 customer service and instead of giving me an option they told me they can only give me credit onto my o2 account. Because its past the 30 days. I bought the product on the 5th May 2019 and returned the item within 30 days with a tracked postage no - JS08**********. The person I spoke to was hard to hear and wasn’t dealing with my request properly. I am unhappy with the level of customer service as the person felt like he was reading a script rather than dealing with my request. I messaged o2 again that you they will send the refund by cheque as my account was officially closed and should take 10 – 14 days. I rang o2 about the refund again and it now seems that o2 finance needed to wait for a final bill and then need to generate a refund. I was not told that this was needed in the first place. This is when I contact o2 complaint and the whole process starts again. This time an email was sent about it and that the refund will take 7-10 working days from the 19th June 2019. I messaged a week later only to find out that o2 still waiting for final bill to generated before they actually do anything to send a refund. STILL HAVE NOT RECIEVED THE REFUND!”

Helpful Report

Posted 5 years ago

“This refund process has been the most exhausting process I have ever had to deal with. This has been an incredibly long and annoying service. It should not take this long to issue a simple refund. It's now going to be over a month for a refund. I am disappointed on how o2 customer service and live chat has spoken to me about it and I wish to write a formal complaint. I returned the faulty product on the 31st of May 2019. I was told the refund was in process. I received an email from o2 on the 10th June unable to refund my money because they needed my card detail. I rang o2 customer service and instead of giving me an option they told me they can only give me credit onto my o2 account. Because its past the 30 days. I bought the product on the 5th May 2019 and returned the item within 30 days with a tracked postage no - JS0**************. The person I spoke to was hard to hear and wasn’t dealing with my request properly. I am unhappy with the level of customer service as the person felt like he was reading a script rather than dealing with my request. I messaged o2 again that you they will send the refund by cheque as my account was officially closed and should take 10 – 14 days. I rang o2 about the refund again and it now seems that o2 finance needed to wait for a final bill and then need to generate a refund. I was not told that this was needed in the first place. This is when I contact o2 complaint and the whole process starts again. This time an email was sent about it and that the refund will take 7-10 working days from the 19th June 2019. I messaged a week later only to find out that o2 still waiting for the final bill to generated before they actually do anything to send a refund.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Dreadful chat function dreadful service with no cohesion between sales and service worst of all they just don't listen”

Helpful Report

Posted 5 years ago

“There a disgrace,on holiday a 170 miles from home,wife’s phone broke and they wouldn’t give her a phone without a passport or driving license which she hasn’t got,been a customer 10 years,went straight to car phone wharhouse have her one straight away on production of a bank card....proper company”

Helpful Report

Posted 5 years ago

“I was trying to get to O2, contract phone, i went through the online process, everything was fine, told to pay £10 up front then £30 per month for direct debit, go to checkout and i was confronted by a bold statement thatd ue to my poor credit rating i was asked to £425 up front and that it would be paid back in 3 months, !!!!, so i contacted custome service and i was asked why is that a problem, just pay the £425 and you will get your phone, !!! HELLO , if i had £425 i might as well save the hassle and buy a phone and go pay as you go, so i after venting my disgust cancelled the order and now gone back to pay as you go, no hidden fees or surprise bills, and of course who is to say that i could still be fighting to get the £425 back after 3 months, but suffice to say i will not be going through that drama, shocking customer service and hidden agendas,”

Helpful Report

Posted 5 years ago

“Terrible service and constantly being cut off even with no bill due payed well in advance then after hours trying to get through to be told they accidentally blocked it that's not right although this can happen multiple times a week should have never joined these criminals”

Helpful Report

Posted 5 years ago

“I have just got off the phone to O2 regarding my 90 year old Mothers phone that was taken whilst she was in hospital recently. My mother had paid over £500 in insurance over the years and was offered a replacement phone worth £30 however had to pay a £25 excess and then organize a charger for the replacement as her old phone is no longer made and they would only send a handset. O2 you are a total ripoff. Needless to say we have now cancelled and will be going to a company that cares.”

Helpful Report

Posted 5 years ago

“I had a funeral to pay for, customer service, what a joke. I explained that i couldnt afford it. Bear in mind this is the first time ive missed a payment in the 8 years ive been with them. They agreed to put it off until id been payed. Now they have disconnected my mobile completely. Stay away from these jokers.”

Helpful Report

Posted 5 years ago

“02 are shocking and have bad customer services! I did an insurance claim around 6 months ago and started having problems saying I had to service so I phoned them up to find out that vodaphone had blocked my phone as 02 have had my phone from them! 02 expected us to contact vodaphone when it’s their problem and I’m still waiting on them to bring out a new phone for me!”

Helpful Report

Posted 5 years ago

“I bought a mobile from o2 via E2Save every month they are trying to increase the price some how, it’s so frustrating, never used O2 before, after this bloody contest ends never will use it again, E2Save and O2 are scammers any one reading this stay away.”

Helpful Report

Posted 5 years ago

O2 is rated 1.4 based on 1,019 reviews