O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,061 Reviews

8 %

of reviewers recommend O2

Company Reviews

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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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“I have been with O2 for 15+ years. Disgusting non complient customer service. Cannot get anything done correctly. O2 are trying to charge me more money on my monthly contract and I cannot even get the help via phone or online to change it. Customer service hangs up on me when I ring up. Chat online repeatedly claims their systems are down. Avoid this company at all costs. Since O2 joined with Virgin they have become considerably worse.”

Helpful Report

Posted 4 years ago

“O2 charge £47.90 pm over 24 months for the phone, BUT they will give a terrible 3 Gig data for £20. Total cost £1,629.60 Buying the phone direct from Apple costs £45.79 and then an O2 simm only is £10 for 5 Gig. Total cost £1,338.96 saving £290.64 and getting lots more data... Made the mistake of saying I had to work from home (like so many people) so I didn't need lots of data.. Was then told I couldn't have a phone unless it was on a business contract and that worked out at about £90 a month.. Asking to do upgrade I got through almost straight away, however to leave?? so far 2 hours hanging on...wonder why... Wife has a phone on EE and never an issue”

Helpful Report

Posted 4 years ago

“Such a Fraud and Criminal People and Network, I am existing Customer every time I call to speak to someone I have to wait more than an hour most of time waiting after one hour someone will answer the phone and hang up straight away how would you feel after waiting one hour if some one does that. Also every month wrong wrong extra charge when u logged a complaint or request to speak to a Manager they will say 48 hours after that thats it no response at all.such a fraud service and Network Please don't excuse for Covid as I said I am existing customer you service always like that.”

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Posted 4 years ago

“Would have given zero but had to pick one. O2 is a joke been with them well over 10 years always paid bills on time, but my phone brock last year paid £84 to upgraded. Thank god used my credit card which I hadn't used before because next day had lots of fraudulent transactions. Called o2 still waiting for callback. Dropped my new phone in water so called 02 as i bought new phone and had free sim from virgin for 18 months. Said i wanted to cancel my contact but advisor said he would give me a new phone and I only had to pay just over £10 what an idiot I agreed because I had always been happy with them. Today so unhappy untrue 2 days ago started getting calls saying I owed £12.46 though it was a scam. I called 02 and asked if this was a scam. Guess what my new phone was an upgrade and I owed the money for old phone . I pay DD so asked why never been told about this and why not take money from bank. They told me they couldn't take money from bank. My daughter was really ill today and they cut my phone off. Phone is now back on and you know what they owe me £10. I'm taking this further missold contact then no phone line. WHAT CAN I SAY USED TO BE GREAT BUT AWFUL NOW!!! Lot more happened but would be here all night.”

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Posted 4 years ago

“Everything is wrong. Messages saying there is a problem with local mast then in a hour say theres no problem then there is. Customer service is absolutely disgusting. None of them can understand the problems they just keep repeating themselves just sound like they are reading from a script that had nothing to do with the problem in the first place . I definately would never recomend o2 and i for one will be looking for a new provider.”

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Posted 4 years ago

“Had the misfortune to speak to a lady called Alfreda who admitted a business the size of O2 cannot search for accounts by name address and postcode, after cutting me off three times Lousy service”

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Posted 4 years ago

“I had 3 accounts with O2 (over 15 years with O2) and now moved onto another company as I paid £600 in total for bills between July til September for driving in Europe and non- Europe countries! I didn’t deserve to be charged so much for just driving through a country. I wasn’t even aware of these charges.. I was promised a refund of £75 each (for me and for my husband) I received mine but my husband never received his! They advised to call them back on 16/10/20 to receive this refund which I will do. But why have I been treated like this I don’t know! Always been loyal to O2 with 3 of my accounts. I was very very disappointed!”

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Posted 4 years ago

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Posted 4 years ago

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Posted 4 years ago

“Customer service is really bad. I have spent 2 hours to get through and they keep disconnecting. I wish I could at least email them with my problem but customer service email is non existent or well hidden. I really regret upgrading with them. They used to be much better.”

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Posted 4 years ago

“have been faithful O2 customer for 11 years and always been totally satisfied with the service I have received. Yesterday I placed a new order for a new phone and screen protector for my son. Before I placed the order I confirmed with 3 people that even tho I lived in one county and my son in a different county, it was possible to have the order delivered to him. Guess what ........it was delivered to me today!!! When I contacted customer services to let them know that it had been delivered to the wrong address, I was told - "Sorry nothing we can do, you shouldnt have been told that yesterday. How you get the phone to your son is up to you." Thanks a lot O2 for nothing. If this is how you treat loyal customers. I will move ALL of my business elsewhere including the rest of my family!!!!”

Helpful Report

Posted 4 years ago

“Disgusting. Please avoid if you can. If you need help from customer service, good luck, because you will spend half the day just trying to find a way to speak to someone.”

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Posted 4 years ago

“O2 Review My experience with O2 over the last 25 months has been appalling. I switched from personal to business in July 2018. From here I was being double charged for 10 months - which was affecting my credit rating due to bills being unpaid. I found out this after a random call from O2 and queries why I kept being alerted that bills were unpaid. From here, we discovered that the guy instore was too lazy (and hungover) to actually made the number transfer and just opened another account. After this was resolved and my number was transferred and was refunded the overpaid amount, I felt everything was ok. From here, people would have to call me 2-3 times to actually get through as it would always go straight to voicemail. I tried on numerous occasions to access my online portal, to which I would only be sent a link which didn't work (I counted 6 times this happened, and I STILL cannot access it). then, 3 weeks ago, I decided that I no longer wanted to renew my account and contacted the live chat. I was advised that my account didn't renew until 05/21, which was strange. I checked my contract and found this was false and contacted again - to which I was told the same thing. From here I called customer service to talk about all of this. I was apologised to and forward to the leaving department. While on the phone to another nice and apologetic guy, I realised in my contract that it listed 24 months and NOT 48 as I was initially advised. When I queries to the guy on the phone why I was never contacted to renew for another 24 months, offered a new handset, OR was now paying almost £20 more per month, to which he couldn't advise and transferred me to another dept to answer these queries. After the transfer, I was going over this whole story, AGAIN, to which the guy started to get defensive and slightly aggressive with me. Eventually, he placed me on hold and hung up. I called back, AGAIN, and went through this whole story, AGAIN, to which the woman interrupted me to basically ask me to cut to the chase (at this point I have to advise, as a business owner and someone who specialises in listening and communication skills, this treatment was beyond terrible!). Once we got there, I felt grounded down and just wanted to stay on a sim-only contract that suited my needs. Surely it could only get better, right? She advised that she count contact another department to advise that I had been overcharged for 25 months. She stated that I would only be charged for sim only for these last 25 months and I would be refunded the extra cost. After calculating this I noticed that this would be over £800 for this time period. I requested for this, and the new sim-only contract, to be emailed to me so that it was in writing, to which she agreed. From here, I received the email to state the new sim-only contract. No other email on the refunded amount. 7 days later and I contacted live chat to query this. They advised that I was only refunded £50 for ONE month, NOT 25 as stated. When I asked why this was I was just told to call you guys. Cafe to say I was far too stressed and angry to do so and decided to hold off a few days. Then, this morning, I received an email with my first bill, that I agreed would be £16 per month. however, this email bill states that my bill (which is only 6 days old at this point) is now £24.25! Even after me somehow trusting O2 after my previous treat and decided to stay on a sim-only contract, I have still been treated like a complete idiot that is simply there for profit and NOT the customer. This has been by far the worst customer experience I have ever had. As a business owner, I would be highly ashamed if I conducted my services even 1/10th in the way that you have. I WILL be calling customer services to get this resolved and I WILL be leaving O2 with my owed monies.”

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Posted 4 years ago

“Appalling customer service calling the customer love is appalling and rude cut off several times took five separate departments and over a hour on the phone and still couldn’t resolve my complaint I worked in customer service I never treated the customer so rude as I was tonight think your staff need to learn some service skills I also think they need to be back in the office not sat on the phone at home watching net flicks while dealing with customers come on a little bit of helpfulness go in keeping your customers not driving them away”

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Posted 4 years ago

“The O2 is selling over priced phones. I was 5 years with them and i just regret that I upgraded for the I phone pro 250gb with them. just for device they asking for 1279 which is 80 pounds more like from original apple store. after 5 years i just realised how they making money everywhere and cheating the customers. for example in my five years with them they always overcharged me despite the fact that i had a cap on calls data and messages so it should be 0 extra pay but now when Im checking invoices they always did 5-6 pounds more. don't sign any contract with them never !!! there is much better choices .... and the sales managers are not polite at all... they just want your money and thats it ... don't want to know how much i over paid them and all those offers are overpriced ....”

Helpful Report

Posted 4 years ago

“I would like to make a complaint regarding a deal I have been offered through O2 but have now been told this is a breach of your restrictions as it contains three add ons that should not have been offered. I called on Wednesday night and said I was looking to get the Samsung galaxy A71 as an upgrade from my phone now. I told your advisor I had seen this offer on three network for unlimited everything no upfront costs and £23 a month. I think the advisor started off with a price around £40. Obviously I said that was a lot higher than the three deal and especially in the times we are all experiencing at the moment this would make no sense for me to pay more. He then managed to get it down to around £30, again I said it was still more. He then asked if I have anyone else in my house that could use O2, my daughter lives with me but is already an customer, her phone bill also comes from my bank so no discount could be added there. He then asked where I worked, he checked and said it wasn’t on the list that he has and may have been able to offer some discount that way. I said i didn’t want to leave O2 as up until now I have never had a problem. Finally he said he would speak to his manager to see if there is anything more he could do as he also could see it makes no sense for me to pay more and lose an O2 customer to three. He went and spoke to a manager whilst I was on hold. He came back and said the best he could do would be unlimited minutes and texts, no upfront cost with 30GB data and confirmed after his conversation with the manager they could do a free bolt on of 45GB data meaning I would get 75GB altogether for £25.50, still more money and less data than three but I didn’t want to leave O2unless I really had to. I said I would go into the O2 store in Derby on Saturday as I would prefer to change over all in one go in the shop. I said if I couldn’t get the deal he was offering me could I come back to him. He said that he was at work on Saturday and asked what time it would be convenient for him to call. We agreed he would call me Saturday at 6.30 and he had “added” the phone to my basket. I went into O2 on Saturday and was informed they can’t give me the same deal!! I was told if I get the phone orderd through cupstomer service I could bring it into store and make an appointment with a “guru” I have since found out Derby do not have a “guru” . I called Nottingham to make an appointment and arranged my daughter would take me there as I don’t drive, the appointment was made for the following Saturday. As i never had the call back from O2 I called again on Sunday. I went through the conversation I had previously had and he pulled all the information up showing the deal I was offered. He asked to put me on hold whilst he checked something. When he came back he said they could not offer me the same deal as it “breached “ your restrictions. All the information I had given was correct, I didn’t lie at any point but O2 definitely have. I asked to speak to a manager but that wasn’t possible. I said why am I losing out if this is not my error? I asked can he not honour what I was offered, I was told no, again I was told it’s a breach. I asked why they offered me the deal then? He said he has no idea!! He did admit had I have been called on Saturday night I would have got the deal as it would have gone through with the advisor that I first spoke to! Unbelievable. So first you lie and then you lie again. I am absolutely lost for words how you consider this this to be fair. I currently pay two phone bills with O2 over £100 each month. I have been a loyal customer for at least 5 years and as I said I didn’t want to leave O2. I would very much like your feedback on why your advisors are allowed to offer deals that should not be offered, surely they are inputting information and your system network would not allow deals to be placed or offered if they are not real??? I will also be taking the matter up with trading standards. I believe your calls are recorded. I would really appreciate a manager listening to the calls. I am more than happy to speak to someone about this should you need any further information. I have also added screen shots of the phone calls, the appointment and the conversation with my daughter confirming the appointment. I feel as I am being made to be considered a liar. All the information I gave was true and accurate and there is only one liar in this story.”

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Posted 4 years ago

“Tried to upgrade to the 100gb offer for £20 per month. Instead of putting this on my existing contract they set me up a new one with a new number and new sim meaning I was going to pay for two contracts. The customer sales person lied to me, trying to cancel was then a nightmare with promises never met and more sales talk. Awful, going to move to a new provider. No apology.”

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Posted 4 years ago

“Would not touch O2 with a barge pole anymore, they oversell their stock, but still take your money and complete a credit check, when they know there is no stock to dispatch, and just leave you hanging with no updates.”

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Posted 4 years ago

“I have been with O2 for five years as they always gave free O2 to O2 free calls-- I have just come out of hospital and no visitors allowed so we used our mobiles were unaware that this is no longer free calls --- I have come home from hospital and my wifes phoned has been blocked from being used until I pay £231.03 we have always paid our bill on time and never gone over the limit-- O2 never warned us that we running up a high bill-- we are 78yrs old and do not have that spare money out of state pension-- I spoke to O2 and explained what happened all I got was pay now or we send a debt collector and remove goods and the bill will double if that happens ---so think before 02 rip you off like they have myself”

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Posted 4 years ago

“Thank you very much you have now set off the alarm clock (my mum) who is now complaining that you stole £84 quid off her or something idk but now she is making a racket complaining to all her Facebook friends while I'm trying to get some peace and quite whilst watching YouTube, please don't do this again so I can get my peace a quite for once in my life thank you not so kind regards - Molly xxx”

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Posted 4 years ago

O2 is rated 1.4 based on 1,061 reviews