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O2 Reviews

1.4 Rating 894 Reviews

9 %

of reviewers recommend O2

Company Reviews

1.4

Based on 894 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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O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

35

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

“I wouldn’t even give them a -1 🤬🤬🤬🤬Called to cancel my contract they disconnected the line completely and when I wanted me number they are saying they can’t do that as line is dead and I need another O2 pay as you go sim and they will get number transferred over I went and purchased that, now have spent more than 10hours to sort this issues but not got any where I have been passed around to different departments and get told as it’s over agent error we will activate the line and the back office keep rejecting this request and not one has managed to get the matter resolved now they are saying I need to get another contract out then they will get the number switched over then, I have asked all the advisers to get a manager on call but the management is as careless as its staff at o2 just a few screenshots of the many calls I have made”

O2 1 star review on 7th March 2024

O2 1 star review on 7th March 2024

O2 1 star review on 7th March 2024

O2 1 star review on 7th March 2024

Posted 1 month ago

“Customer service is appalling return items then they conveniently can't find your item that was returned and pass you round the system from one person to another that also appears clueless”

Posted 1 month ago

“I had a sim with o2 as part of virgin package. Never wanted it nor used. When it came to renewing I called o2 to cancel, after just over 4 hours being passed to different departments, left on hold and hung up on, I decided to simply cancel the direct debit. As they made it impossible to cancel the contract. I also wrote an email to their complaint department. I then received emails stating I’d be charged a penalty for missing payment. I called again, the exact same thing happened. This time just over 2 hours. Again, I sent a letter of complaint. I have again been sent demanding emails for payment. Just called again, after waiting 35 mins I got through to someone, I asked him to call me back if connection was lost (like the last few times!) then hung up on and no call back. I’m calling from an o2 (different acc to one trying to cancel) so they can’t say the reception is bad!! No replies to my 2 emails of complaint. I’m fed up trying to cancel a contract when they make it impossible. Awful company. Certainly won’t use virgin if I have to have an o2 account to get it. I think they make it impossible to get through so you can’t stop the contract.”

Posted 1 month ago

“Hate 02. Rang there help line on 2.3 24. After 3 hours gave up. The custumer service people i carnt under stand what there saying? Canot wait for my over priced contract too end? On phone again too help line 90 mins gone by and still waitting for them too answer? Avoid 02 at all cost”

Posted 1 month ago

“O2 a name synonymous for a cesspit. Due to a recent house move I was forced to move from EE to O2, and my god, I have never in my life experienced such bad, unhelpful and outright useless customer service. We are currently on day 7 without any service. I have been into the o2 store, been on the phone for hours, spoken on live chat, yet 7 days later, no one has an answer to why my phone doesn't work, and quite frankly no one seems to care. Please avoid at all costs, go to EE. The amount of suffering this has caused me in my personal and professional life is worth no sum of money. Go EE, and never look back to O2. What a useless establishment (as you can see from all of the other reviews)”

Posted 1 month ago

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

Posted 1 month 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.”

Posted 1 month 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!!!”

Posted 1 month ago

“Worst customer service I’ve ever come across”

Posted 1 month 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!!!!!”

Posted 1 month 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.”

Posted 1 month 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.....”

Posted 1 month 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.”

Posted 1 month 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”

Posted 1 month ago

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

Posted 2 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.”

Posted 2 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.”

Posted 2 months ago

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

Posted 2 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.”

Posted 2 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!”

Posted 2 months ago

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O2 is rated 1.4 based on 894 reviews