O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,091 Reviews

9 %

of reviewers recommend O2

Company Reviews

Questions

Metrics

1.4

Based on 1,091 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“0 stars if I could - due to 02’s incompetence by removing my online account leaving me no way to pay my bill! I can’t wait for it to get passed to a debt collector so I can actually pay it off! I have the money 02 but can you do your job? Got letters saying you’ve tryed to contact me…no missed calls ect. The number on the letter dosent work. Joke of a company”

Helpful Report

Posted 1 year ago

“Just about EVERYTHING to do with customer service and billing.I finally got ( after two months of silence from 02 " COMPLAINTS RESOLUTION " team...a COMPETENT ADVISER.I also got a major shock.It was much WORSE than I feared.I asked when I could expect my bill to fall from the current £80 plus,and how I could end the contract NOW.I was told that I'd have to pay off the replacement tablet I had purchased ,on,I had thought ,a normal 24 month contract.I would now have to pay £670 to LEAVE.I asked what the original price of the tablet was.The answer? £ 480. So...I had been paying monthly for twenty months for this tablet( probably around £10/12 a month....unsure,since no explanation of the cost was ever provided on my bills) and had already paid ,say,at least £200 for a £480 tablet...yet I STILL OWED 02,ACCORDING TO THEIR ARITHMETIC, an absolutely OUTRAGEOUSLY EXTORTIONATE ADDITIONAL £670. HOW THE HELL IS ANY COMPANY PERMITTED TO EXTORT IN THIS WAY WITHOUT ANY GOVERNMENTAL CONTROL OVER WHAT IS ,REALLY...THEFT.?I am contacting Robert Halfon,MP... whose PRIVATE MEMBER'S BILL has been neglected for many months,as those Parliamentary Bills often are...despite the fact that Private Members' Bill's are invariably about issues that are extremely important to CONSTITUENTS(ie..the actual VOTERS AND CITIZENS of our country.Mr.Halfon quite simply wants companies that behave like 02..telecom companies...to be severely punished for misleading,exploiting,lying to ,overcharging and treating their customers with contempt.I suggest that ALL who have suffered such treatment at the incompetent,avaricious hands of 02..write to Mr.Halfon and assist him to have his Bill debated URGENTLY...NOW.”

Helpful Report

Posted 1 year ago

“why are you bandits cheating people like this?”

Helpful Report

Posted 1 year ago

“Absolutely appalling customer service! After being a long term loyal customer for 15 years I’ve today ported my number to another provider. After 15 years with O2 I was randomly sent a text and email advising that due to a billing system upgrade my plan can no longer be support please call us…. After wasting five hours on hold to the “special” number I contacted normal customer service who are all clearly off shore and very very rude! Multiple advisors said they can only look at the new 360 billing system and transferred me to only then be cut off! I’d had enough and after contacting the CEOs office to only be robbed off again was the final straw! Just like O2s parent company Virgin Media the customer is at the bottom of the priority.”

Helpful Report

Posted 1 year ago

“If I could give no stars I would. I am not even a customer but the 02 onanists keep sending me letters at my home address for a man who does not nor ever has lived at my address I have told 02 this a total of 28 times by returning letters, "not at this address return to sender", 2 phone calls, numerous e mails, 3 separate letters along with contacting the Ombudsman of which I have advised 02 in e mails all of these communication methods have been ignored and I am now getting debt collection letters. My dogs would have a better understanding of correcting and updating records than these mooncalves 02. I have even suggested they come and check as the obviously do not believe me. Avoid this company.”

Helpful Report

Posted 1 year ago

“I ordered an order from O2 I ordered an order from O2, O2 took 120 pounds, but never saw the order because it was canceled and my money was never sent back. So O2 takes money 120 pounds and never gives me back !!!! This company is ripping off people. Beware of this company!!! IS VERY BAD COMPANY !!!!!!”

Helpful Report

Posted 1 year ago

“Appalling company Unfortunately I am not able to score 0. I have been with 02 over 10 years and got a new phone on the 4th of April. When I asked to have the old sim transferred to my new phone they disconnected the old phone but never activated the new phone. After numerous calls that made no difference I decided to change phone company. I got the PAC code and my phone was finally activated with the old number on the 11th of May. Over a month later. They sent me a final bill yesterday when they in reality owe me. I called today and they haven’t got my correct address in their system anymore even though I have called them about 25 times and used that address without any problem. They are not able to connect me to anyone as they once again screwed it up. They changed their system earlier and changed my email to a fictive address so I couldn’t access my 02 app. When I asked them this morning what to do I was told to go to an 02 shop which is a half hour drive from me. This company has the most outrageous service and the frustration they put their customers through is unbelievable. I asked what would happen if I didn’t pay my bill and they told me it would be sent for debt collection. Over the last month I have spent hours and hours on the phone to them to get the problems sorted but to no avail. I don’t want my credit score to be affected so I have had no choice but to pay the bill and waive goodbye to the compensation for the time when I couldn’t use my phone. I will definitely recommend anyone that think of joining O2 to think again. Best regards Jorgen Rasmussen”

Helpful Report

Posted 1 year ago

“erview Reviews About O2 Reviews 15,154 • Bad TrustScore 1 out of 5 1.2 VERIFIED COMPANY In the Telecommunications service provider category www. o2.co.uk Company activity See all Claimed profile Hasn’t replied to negative reviews Reviews 1.2 15,154 total 5-star 8% 4-star 3% 3-star 2% 2-star 3% 1-star 84% Matt 29 reviews Rated 1 out of 5 stars An hour ago I see the o2 gangsters are still… I see the o2 gangsters are still running the iPhone scam. Had a letter this morning (15/05/24) telling me I owe £1099.00 for an I phone I know nothing about. After quite a bit of research I find this scam has been going on for at least 3 years and still o2 would have us believe this has been sorted. I only had sim only A/C, strange that only 3 weeks after being moved from Virgin mobile to o2, miraculously I am lumbered with £1099.00 worth of debt. This stinks!!!!! I've spent hours today with different o2 liars. Does the so called fraud department actually exist? Does the management ever check out the appalling reviews they have - Just check Trustpilot, for one??? Don't touch fraudsters!!!! Date of experience: 15 May 2024”

Helpful Report

Posted 1 year ago

“Poor company stay away. I have been a customer less than a month and have experienced nothing but issues. My phone has full signal but never able to connect to the Internet and when I can it's exteemly slow. I woke up one day to find my services completely stopped and was told I needed a new sim. I'm a week on and still haven't got the replacement sim card. I am in contact with thr CEOs office to be released from contact as it was complete mis sold to me. Stay away”

Helpful Report

Posted 1 year ago

“o2 has been well aware from day 1 that my child is using their services. Now, they went on to allow other companies to access my bank account and run recurring debit order of £246.19/month. My child visited his cousin whilst on holiday and was tempted to use his mobile number to enter into this contractual agreement. He doesn't even own a PlayStation. o2 says it's not their problem and blames PlayStation, Microsoft, Sony and I even heard about this company called Boku with horrific customer service. What's bizarre is that o2 and all these big companies are well aware that parents are suffering because of this and instead of putting in place people who are pro-active to support parents when such queries arise, they instead have customer support agencies who tries to intimidate you and refuse to escalate your problem unless you put a big fight. What a nightmare for me, and somewhat undeserving income for all these big companies. I am sure their income statements if audited will show billions of pounds they earn from deceiving kids online and reserving their right to refuse customer service to parents. Everyone is passing on the buck and what can a poor me do against these big companies What a shameful world”

Helpful Report

Posted 1 year ago

“Would have given 0 stars if it had allowed me too . Would definately never recommend this company . They need training in customer care . Online chat ect. You keep getting disconnected if they can't be bothered with the call or know the answer to your issues . They tell you to get back in touch if the issue is not resolved ( God knows how I can get intouch when they don't respond ) what a joke of a company . I have serious health issues which they are aware of but still extremely unhelpful to sort the signal issue out . Save your money guys this company do not deserve you .”

Helpful Report

Posted 1 year ago

“Where do I start they choose they’re own dates to take payments out and if you miss them up to £12 late fees added onto your bill even if you can’t help it, they will continue to raise the price of your device plan with no notification to you mine started at £20 which was no problem but now it’s 63 monthly (PLEASE MAKE THE RIGHT CHOICE DO NOT CHOOSE O2)”

Helpful Report

Posted 1 year ago

“Terrible customer service. Account could not be found in multiple departments. passed to 8 different department for minor issues, had my calls hung up on me mid transfer. Complaints raised about coercion of contracts, departments didn't do their job by putting the account on hold while being the complaint was being investigated. Investigations still open from over 4 weeks ago, the money (which was the complaint) was passed to a debt collector while the account complaint was still open (This is unlawful) DO NOT USE O2”

Helpful Report

Posted 1 year ago

“A dreadful firm. Advisors at their call centres are of no use, not trained properly, very poor service. We have left o2 as the price was costing too much for the service. It took three months contacting them by ringing and emailing. Their staff said everything was sort and would send a code to give to our next firm, and o2 never sent the code. After finally leaving them, they sent me an email to say we were £0.35 in credit. We paid everything we owed them. Now after nearly three months of not being with them, o2 is sending a bill each month with threats. I give up. Do not go with them, they over charge, we were paying over £27. each month and hardly used the data etc. They never thought to offer a better deal until we said we were going else where for £6.95 each month with a better deal.”

Helpful Report

Posted 1 year ago

“Finding it impossible to speak to a competent agent. Agreed a contract price for 3 handsets, 02 have not honoured the price and every valentines, after unbelievable wait times cuts you off. Disgusting lack of customer service.”

Helpful Report

Posted 1 year ago

“I just wanted a returns label or just email it to me. But no over a week of to and fro been hang up on after an hour of trying to see if they can email it to me while still billing me for a phone they have disconnected appalling service appalling customer care I will see you in court”

Helpful Report

Posted 1 year ago

“Appalling customer service. I would leave zero stars but had to select 1. The third party company these are recycling phones for Switch Up are ripping customers off. Hours and hours of calls and I cannot get past level 1 customer services which sounds like it is based in a foreign call centre. They refuse to provide details for head office. 2 online complaint forms completed to no avail. I have 2 more weeks before Ofcom can deal with my complaint. DO NOT SIGN UP TO O2!!!”

Helpful Report

Posted 1 year ago

“O2 issued an upgrade Iwatch with known network issues at the beginning of Jan 2024 here we are on the 1st April with out a working product from O2 Do not use O2”

Helpful Report

Posted 1 year ago

“I have been with 02 for 26 years. However after trying to upgrade three times and still awaiting a confirmation email after 4 phone calls, I have decided to go elsewhere. I have sent 2 complaint emails, neither have been responded to and I just can’t believe how bad the customer service actually is. Unfortunately I will be only one of many to leave if you treat all your customers the same. I have 2 other business phones with 02, I will be also cancelling the contract on them as well. Good luck you’re going to need it!!”

Helpful Report

Posted 1 year ago

“No stars would be my actual choice. I tried to upgrade, cut off after agreeing a contract price. Got a call back agreed a price confirmed (with Blue Light discount) went to make the upfront payment - again cut-off, this time no call back. So, I had to ring back only to speak with a different advisor, who gave me a higher price - telling me that I could not have been offered my original price (easily confirmed by listening to the call recording - that I asked to be checked). I have been an O2 customer in its various incarnations with 2 accounts for 31 years and have never experienced such shoddy customer service or ever been called a liar. I could not speak to a manager and when I asked for customer concerns I was thanked for choosing O2 (not sure if that was sarcasm) and passed not to customer concerns, but to another customer service advisor who asked me to verify my account, again, as I had been transferred without information and that it would take up to 48 hours to get a call back to discuss my complaint. I then get an email a few hours later which had the Pre-Contract Agreement generated from my first call, that I was told never happened!! One-and-a-half hours wasted and being accused of uttering falsehoods to boot. O2 should be reported to the Advertising Standards Agency for misrepresenting customers by stating they have customer service.”

Helpful Report

Posted 1 year ago

O2 is rated 1.4 based on 1,091 reviews