O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,065 Reviews

8 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,065 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

“Billing account number: 1020705149 Awful. Hours to get through. Today I was on phone for a hour and was then cut off by the advisor - who then didn't even bother to call me back - clearly they had my number. Must have called this useless company around 50 times in last 2 months and forever on hold. Issues still not sorted. Oh also, watch out for their friends and family discount of 20% for additional lines. It is meant to stay forever but falls off after a few months and they have no idea how to put it back on. Only with them cause I am paying very cheap from old plans, otherwise wouldn't bother if your looking to become a new customer - they are so bad”

Helpful Report

Posted 8 months ago

“I am writing to express my severe dissatisfaction with the service I have received regarding my recent upgrade request. On 03/08, I specifically requested an upgrade of my plan with an iPhone included and emphasized to the salesperson that I needed to collect the phone on the same day. The salesperson assured me that this would be possible if I collected the phone from your Eltham store (SE9 1BJ), despite it being two hours away from me. Desperately needing the phone, I accepted this arrangement. However, upon completing the order and signing the contract, I received an email stating that the collection date was set for the following day, 04/08. I immediately contacted your chat support, explaining that had I known it would not be available on the same day, I would have chosen a closer store. Despite the support agent initially stating that collection on the same day was possible from another store, they then informed me that no changes could be made and I would need to collect the phone the following day from Eltham. On Sunday, 04/08, I contacted chat support again, having not received any email confirming my collection. I needed to request time off work to ensure I could reach the store before it closed at 5pm. The support agent stated that the order was in transit and estimated to arrive that day, so I left work early to wait for the email, which never arrived. Upon calling the Eltham store, I was informed that no deliveries were made on Sundays, and I could possibly collect the phone on Monday, 05/08. Today, 05/08, the order has not even been dispatched. I am appalled by the lack of accurate information and support. There is no means to expedite the dispatch or change the collection address, despite the mistake clearly being on your end. This situation has caused significant disruption to my work schedule, and the continued delays are wholly unacceptable. This experience has left me extremely frustrated, disappointed, and feeling let down by O2. I request immediate action to resolve this matter. Please ensure that my order is dispatched and ready for collection as a matter of urgency, or alternatively, arrange for it to be sent to a closer store. I trust you will understand the gravity of this complaint and take swift action to restore my faith in O2’s service.”

Helpful Report

Posted 8 months ago

“Recieved repeated calls for months from an Asian voice i didnt understand. I gave in and listened to woman telling me my new sim arrived on Monday. I hadn't ordered a new sim. They told me i had to take it. Then asked me loads of questions I wasn't happy with. I told them I didn't believe they were legit but they totally ignored me. No reassurance whatsover. I was very uncomfortable & felt forced into sthing i dont trust. Was told " You WILL be at home on Monday to recieve your new sim". I am very uncomfortable at putting a new sim that I don't want into my phone. They badgered me endlessly. I have pneumonia & my husband recently died and so feel vulnerable. I told them this but was completely ignored. Then I recieved an emailed "pre-contract agreement" for an IPhone for 900 quid! I called them back because I absolutely do not want a new phone. It wasn't mentioned nor did I request it. They said " no no. Its normal, in case you want". But I don't! I lost my temper at the utter rudeness and appaling communication. Again, was totally ignored. So now I've got to put a new sim i didnt ask for & don't want into my phone. My entire lifes on my phone and I dont understand why I have to change my Sim? My husband dealt with all this stuff & I don't know if it's legit? Appaling,pushy, very unprofessional and im none the wiser about why the hell I WILL be in and I WILL change my sim. Awful. I feel hounded. Worried, confused”

Helpful Report

Posted 8 months ago

“I got conned into saying yes to a deal that doesn't exist,then they try to charge you full price.Very poor staff , don't bother would never recommend”

Helpful Report

Posted 8 months ago

“One word SHOCKING!!!”

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Posted 9 months ago

“Can't wait to leave you can never get through I complained they never replied I rang but get cut off been with them for many years . But them company got worse”

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Posted 9 months ago

“Rang 202 to sort something out. On the phone over 25 minutes accidentally got cut off. Thought advisor would have the decency to call back to save me going through all the info again. Very dissapointed.”

Helpful Report

Posted 9 months ago

“After 15 years of being an O2 customer I’m moving. Terrible customer service and an awful experience with phone upgrade. Bye O2.”

Helpful Report

Posted 9 months ago

“Dreadfull Customer service.I wouldn't go with them if you paid me .can't talk to sny one you go in O2 shop they giue you a number keep away from 02.”

Helpful Report

Posted 9 months ago

“The worst phone company in the world . Once they took over virgin the end was near and it's arrived . They missold me a upgrade the lady in their Asian office lied over the phone and since has seen my contract go from £7 a month to £20 illegal . Fraudulent behaviour from their customer services no suprise there, I've been trying to cancel my contract or get this fraudulent upgrade resolved but still to no avail. They keep sending emails asking about late payments as I was instructed by a customer service rep who understood some English to cancel the direct debit until these complaints are sorted it's been over a month and still no sign of this being over. We will see what happens next . The worst company ever don't ever think of joining 02 aside from the fraudulent scam artists at their customer service they also have really bad network .”

Helpful Report

Posted 9 months ago

“Worst company in the world. I reordered a device, the day before delivery they cancel. Really disappointed, been a customer for 20 years. No respect for customers and rude staff.”

Helpful Report

Posted 9 months ago

“O2 worse network for scamming u after I pay my bill then within days I get a message saying data low”

Helpful Report

Posted 9 months ago

“I can’t wait to pay off my phone and leave 02. They never sort out anything properly. The amount of times I’ve had to phone to get something sorted. They promise it will be done and it never is. Terrible service steer clear of 02”

Helpful Report

Posted 9 months ago

“02 pulled a slammer on me when I just phoned to enquire about 02 charges. After not getting a clear answer, I ended the call only to find I have been entered into a contract with 02 WITHOUT MY AGREEMENT OR PERMISSION!!! And soon after that, they began sending me monthly bills after just 2 weeks after 'signing' me into a contract WITHOUT MY AUTHORITY OR PERMISSION!!! After that, I have been trying to contact 02 profusely to protest about their unauthorised 'slamming' me to engage me into a contract with them that I did NOT authorise!! They even tried to bribe me to accept a £50 sweetener not to cancel the unauthorised contract that they set up with me!! Damned cheek!! This is illegal and I have reported 02 to OFCOM who have confirmed that 02 have now been confirmed with slamming me in to a contract WITHOUT MY AUTHORITY OR PERMISSION!! And advised me to follow a link they gave me to bring action against 02!”

Helpful Report

Posted 9 months ago

“The worst service. I have been misguided constantly. They cant do the most simple things. I dont know whats happen to 02 but the service is not at all the same. Hold time is more than 40 minuites. Then they take forever trying to take your security answer then the call drops. I have never been so frustrated as I have been with 02.”

Helpful Report

Posted 9 months ago

“Absolutely horrendous! If you are having problems with o2 like myself, ask them for ‘Direct Access Request’ and ask for all your transcripts from as far back as 6months and take it to the financial ombudsman. O2 are shocking! Their customer service are Asian and don’t have a clue on how to deal with things. The retention team are UK and at times no better. You get better support in store but they can only do so much. I have had nothing but stress since I joined them end of May. I was with virgin but they did a switch over to O2. Because of that I should get double data. Everyday I get emails saying thank you for your request and they remove all my double data and travel inclusive minutes. Then I get another email the next day saying thank you for your request and they put it back on then a few days later it starts up again. The funny thing is no request has been made! I upgraded my phones which are still in a box unused because after upgrading couldn’t receive incoming calls. Then when I thought it was resolved they cut off our network because they were sending eSIMs without explaining it takes 24hours & the most important part you need to set up your O2 app in order to get it. So went in holiday for one week with no network and no way for us as a family to contact each other outside of the hotel. I have had the most stressful 6weeks with them and am taking matters further as they have violated their contract on more than one occasion and the transcripts will prove it. I’m going to a better network once this is over. My personal opinion is to walk away from them but it’s each to their own!”

Helpful Report

Posted 9 months ago

“I have an issue with my phone numbers for 3months. Problem is not even solved. I have been issued with amounts I need to pay for services I have not even received. also I got letter from Moorcroft Debt Recovery limited, but my business number still not working. I have written 3 complaint letters, noone ever contacted me or phoned me. Everything started from April 2024, now its July 2024.”

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Posted 10 months ago

“Terrible Customer Service, just send automated replies and tried to sell you products when you phone to complain, Unbelievable.”

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Posted 10 months ago

“1 star is to good 02 are shocking especially the customer service pushed pillar to post.”

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Posted 10 months ago

“Have been with o2 for over 18 years, I sent my Apple Watch back to them for repairs as it was faulty and they sent back a refurbished one with no communication at all during the week this was gone. In cancelling my Apple Watch they managed to also blacklist my mobile device. I have spent hours on the phone to customer service pied off from department to deparment, written three emails to complaints service with no response and I am still without a working phone or watch which has been on going since 13th May. I run a small business which I've lost money on from not having a working device, I have just had surgery so I'm not able to be in contact with my medical team and I am unable to do online banking whihc requires two step authetication in the form of text message to my mobile number so have incurred charges there too. I was offered £35 credit today when I pay £100 a month for both watch and phone each month (its been more than a month without these services) and refused any gesture of good will. So much for being a loyal customer where none of the above issues with device is my fault - it's just entirely unacceptable.”

Helpful Report

Posted 10 months ago

O2 is rated 1.4 based on 1,065 reviews