O2 Reviews

Name: O2
Rating: 1.43

1.4 Rating 896 Reviews

9 %

of reviewers recommend O2

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1.4

Based on 896 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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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

“I still have not received any response to my complaint , you really are treating customers like rubbish .”

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Posted 3 months ago

“I would give this 0 if I could. Its Late December, ive been trying to cancel since AUGUST. Been on the phone 11 times over this period, always 2 hours or more, promised every time that all was done and complete, but keep being sent bills. Routinely passed to different departments at least 5 times during the calls I have made, most of the end with them hanging up on me/the line going dead, they do not try to re-establish contact. Now because I have this ongoing dispute with them I cannot take out a contract with Sky because my name has been 'flagged' as someone who doesnt pay their mobile phone bills. These people are utterly impossible. DO NOT USE THEM.”

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Posted 3 months ago

“all i can say is avoid this company like the plague, terrible customer service they have not got a clue, total thieves it does not give you any confience when you ring OFCOM and when you say it is about a mobile provider OFCOM say is this o2!!!! they are known for being absolutely terrible AVOID”

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Posted 4 months ago

“The app is useless when you have a problem. When you contact customer service you only chat with a bot. When you ask for a real agent the bot sends you to O2 app and that's it. When you google their phone number and actually reach someone they can be mean to you which is not professional. I am glad that I am changing my provider.”

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Posted 4 months ago

“Order no#: NC28120770 Awful service centre.. not capable of listening or understanding, hang up half way through , put u on hold , no one knows how to even set up a new account. Don’t use this company”

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Posted 4 months ago

“O2 are literally the worst! Customer service is non-existent! Avoid if you can! I upgraded my phone and paid a significant amount towards the device however when I received the phone it was faulty! I called o2 and asked for a refund, which they agreed as part of the T&Cs of my contract. I sent the phone back as instructed and since then, I have been waiting 3 months for the refund to be processed, no one takes any interest in helping me when I call their call centre, passing me from one unhelpful person to the next. I’ve tried emailing them, and even sent messages to their Twitter team with no response! They promise call backs from Managers and the Customer Service Team but these calls do not happen! They are beyond awful - I just want the refund that’s due to me!”

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Posted 4 months ago

“Shockingggg”

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Posted 4 months ago

“No one responding to emails. Can't get through to customer service”

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Posted 4 months ago

“If I could give negative 10 stars I would. Absolutely TRASH customer service. Lies and lies and lies. They have loop holes to make you pay for things you did not agree to (example below). I have had to call REPEATEDLY to cancel my O2 contract. I moved back to the United States almost 2 months ago. I called in to CANCEL my O2 contract on October 30th, 2023. They said they will be sending me a final bill in 14 days - GREAT happy to pay that. Then a few weeks later I realize that not only has my contract NOT BEEN CANCELLED, they are still CHARGING ME!!! And then I call in with Customer Support (after almost 45 minutes on hold) and he is telling lie after lie saying that on October 30th I requested to keep my UK number which is why I'm still getting charged. I said that is absolutely not the case. On October 30th I specifically and repeatedly requested I DO NOT WANT NOR NEED THIS UK NUMBER. PLEASE CANCEL IT. I even told him to go listen to the recorded call, so he put me on hold for 5 minutes and went to go listen to it. Why would I need a UK number if I live in the United States?!??!!??! Then after he listened to the call from October 30th, he said he would credit me £60.17 and I said ok fine that is better than nothing (it should have been £75.40). Then he goes to get confirmation from his manager for the credit amount and puts me on hold again. After a few minutes he comes back and says, actually I can only credit you £30... WHAT??? Then we argue back and forth for another 10 minutes... to no avail. He says if I want the £60.17 credit I'll have to wait for a call back from his manager in the next few days. I said ok how about you credit me the £30 now and I'll await a call from you manager for the remaining £30.17. To which he responds, "no that won't work because the credit can only be applied once". ARE YOU KIDDING ME. O2 made the mistake by not cancelling my contract like they said they would and I'm the one who has to foot the bill for them not doing their job? So finally I just accept the £30 credit because what are the odds his manager actually calls me back? Also I'm based on the West Coast so he'd probably be calling me at like 2AM anyway... Needless to say, when you cancel your O2 contract, make sure you are ALLLLLL OVER IT because they will try to deceive you and keep charging you. Or if you can avoid them all together, do that.”

Helpful Report

Posted 4 months ago

“I would love to put 0. I handed my phone over for repair on 2nd December with a pixel issue phone under warranty still. Was sent away with no recorded physical damage no recorded water damage got a text to say not warranty dent by screen have since been given the brushoff from the store and customer services neither willing to resolve the complaint promises of callbacks that don't happen from managers worst customer service experience I have ever had issue still not resolved no one has got back to me very angry Mrs Connon”

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Posted 4 months ago

“Seriously the Worst Customer Service in the World !!!”

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Posted 4 months ago

“Pay and go customer service is rubbish had call multiple times with same problem problem not resolved they cut calls after 30+ minutes of me waiting .... Gave up trying going to leave network as it's frustrating”

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Posted 4 months ago

“Awful customer service. They say they will sort the problem out everytime on the phone and it takes 45 mins each time you call them. I have been disconnected for 3 weeks now for no reason despite 02 suspecting a scam. I have been a loyal client to them for over 10 years now. I think 02 has had its day now and all my friends are on better networks that offer far better competitive rates”

Helpful Report

Posted 4 months ago

“An excruciating experience on the phone trying to buy an £8 a month sim only deal. The sales assistant could only read from a script and not listen to anything that I was saying. Told me she was legally obliged to read out ALL the other phone package deals as a condition to my sale... Took 20 minutes.. I HAD TO individually decline each deal! When we did get to my payment they insisted on a credit check, despite me not being a new customer. Then I was told the system was down and the credit check could not be completed. I was to call back on Monday. I did, only to be told that there was nothing wrong with the system, the caller was just 'politely telling me I had been declined'... Really??? You've got to make this a more customer friendly experience 02. Poor sales experience all round. Date of experience: 17 November”

Helpful Report

Posted 4 months ago

“Loyal and long term customer of 02. Over the past 12 months I’ve needed to contact them over 50 times regarding the same issue, took 10 months to finally resolve the issue. Numerous failed promises to call back. 4 complaints closed with no outcome. Passed from one department to another. No clear processes between departments. Called Friday again. Over 1 hour and 7 minutes on the telephone to be cut off when finally transferred to a manager. I was still on the call when a manager tried to call me. I obviously missed this call as was still on the phone to 02 customers service advisor. Tried to call the number back to find out it was virgin/02 number and no one could help and sent me back to 02 customer service. Another 35 minutes on the phone to be told they would call again. Surprisingly no call back again. Worst customer service ever and complaints are simply not actioned and closed without a response. I will be leaving 02 at the end of my contract after 25 years of being a customer :-(”

Helpful Report

Posted 4 months ago

“This is the worst customer service who don't even know what they're talking about. They will send you sims when you sign up for only one because they're desperate for customers and charge you more than what they've said. On addition they will send you an extra sim and charge you for not using it even. Eventhough, you explain them that I don't need extra sim they will say it's cancelled still being charged for that. What a waste.”

Helpful Report

Posted 4 months ago

“Disappointing Service and Unresolved Issues with O2 've been a loyal customer of O2 for a considerable time, but my recent experience has left me deeply disappointed and dissatisfied. I initiated a request to change my phone number, expecting a smooth transition. However, what followed was a series of ongoing issues with outgoing calls that persisted even after receiving confirmation of the number change. This left me unable to utilize the service as intended. Despite multiple visits to the nearest O2 store, numerous explanations to their staff , and a significant investment of time and money, the problem remained unresolved for over three weeks. To add to the frustration, when I sought assistance regarding termination fees for a service that failed to meet its promises, the response was disheartening. O2 insisted on a termination fee of £38 and required payment for the remaining bill for my number, despite the service not being up to par. This lack of acknowledgment of the inconvenience caused and the insistence on fees for a service that wasn't delivered has led me to contemplate legal action. It's unfortunate that a service provider fails to value customer time, money, and effort, leaving them with no choice but to seek alternative resolutions. I am deeply disappointed with the level of service and the lack of resolution. As someone who values fairness and customer satisfaction, I'm compelled to share my experience to alert others. I advise caution to anyone considering O2 services, as my recent encounters have been far from satisfactory.”

Helpful Report

Posted 5 months ago

“Awful customer service. 2 whole week from setting up my contract and countless phone calls trying to get through and transfer my number over, they still haven’t done a thing and I’m being charged for the contract but they can’t give me my phone number. Currently on hold as I’m typing this. Have been for over an hour now. Not even the o2 in store branches can help with anything. I was in store for an hour while the advisors were trying to get through to customer service and still couldn’t help in the end. I can’t even get my PAC code to go to another provider as they’ve deactivated my account and number this company have 0 care to current customers, they won’t help you with anything and will only speak to you if you want to buy. DREADFULL”

Helpful Report

Posted 5 months ago

“I have spoken to 02 customer services centre three times since they decided to place a Default under my name and address with an credit reference agencies. The last time I spoke to someone was on the 15th November at 9:47am. I was told also on that date that I will receive an email within 3 working days stating that you have contacted the credit refference agencies to delete the defaul on my file that should of not been there in the first place. I have given you many months to do this which I am still waiting for this masteries email. I am now extremely annoyed from that I will be now contacting my solicitor to commence legal action against your company from which you have damaged my credit file. I have all recordings of the conversations that I have had with your staff saying this are going to do this when nothing has yet been done. The weird thing is that, I never even had a mobile phone with them. All they do on the phone once they understood what your saying is put you on bl....y hold so many times, then come back and make promises that are all lies. They placed a default on my name and address with the credit reference agencies since March 2023 which has led me to almost being homeless due to not being able to move, and they still have not done what they were meant to do, which was contact the agencies to delete it from my file. 02 needs to be shut down. I would avoid it like the plague. Looking forward to now taking the jer.ks to court and having a lovely lot of money in my bank account called, compensation for the damage they have done. Please contact me within the next 24 hours before I contact my solicitor to commence legal proceedings.”

Helpful Report

Posted 5 months ago

“Terrible customer service - avoid”

Helpful Report

Posted 5 months ago

O2 is rated 1.4 based on 896 reviews