O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,083 Reviews

9 %

of reviewers recommend O2

Company Reviews

Questions

Metrics

1.4

Based on 1,083 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

Visit Website

Write Your review

Tell us how O2 made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

"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

“The 02 is the more bad company in the Uk , someone fraud me I am called 02 sometimes and I am don’t know if my contract is go to cancelled, I am have to pay every month 51£ for 3 years I am didn’t order iPhone and I didn’t asked for my contract to be up . Is the moste bad company the customer service is very very bad no someone can help you . I wish someone can stop the O2 company. Rude people rude staff.”

Helpful Report

Posted 8 months ago

“O2 is the worst provider in the UK and their customer service is not helpful at all. After getting a 24 month contract with them just because it came included with virgin media they continued charging my account. I never used their services and when requested to cancel the contract they decided to charge me for the last month for no reason. Wasted a whole hour on the phone to get zero help… I don’t recommend them at all!!”

Helpful Report

Posted 8 months ago

“After nearly 30yrs as a loyal customer I have now left due to being treated by phone operators rudeness and being unhelpful. I am sorry for the 1* if it had 0* I would have put that. Very bad company now, equally bad customer service, they are doing a public service how do they get away with being so rude to customers saying their calls are recorded. If they are recorded why are the staff still hopeless, so glad I’ve finally moved on!”

Helpful Report

Posted 8 months ago

“Terrible company. Ammended my package without any notice and it's near impossible to contact them to discuss a solution. Their online help just sends you around in circles constantly having to relog in. Virgin media used to be the worst customer in the UK and this merger seems to have bought the O2 side down to the same standard.”

Helpful Report

Posted 8 months ago

“Awful company. Had to cancel the contract because they ruined our internal systems. They agreed to cancel but continued billing. Called them many times to rectify and no one knew what they were doing. I'd never work with them!”

Helpful Report

Posted 8 months ago

“Having to take them to ofcom and the communications ombudsman for complete failed service and missold connect. You would not believe the level of incompetence from start to finish. Sold unlimited data and then when there was a limit set they repeatedly broke promises of during it due months. Customer complaints have not returned communication despite promises and their own automated messages saying I would get a response with 7 days. The service itself has been failing for months with an ongoing issue. Finally after they agreed to cancel the contract with no termination fee they are now trying to charge this stating that there is nothing on my account stating this. Have involved ofcom and the communications ombudsman. O2 have failed to provide the information requested for them. Will also get further legal advice. I've spent over 15 hours trying to sort this. I've tried telephone calls, emails, messages through their app, web site and messenger. Each step was a complete failure. Look at reviews at other review sites. O2 are shocking, in fact embarrassing.”

Helpful Report

Posted 8 months ago

“O2 is the worst service coverage comparing EE, Three, Vodafone. I will never ever take O2 again in my life”

Helpful Report

Posted 8 months ago

“I want to change my password for my 02 login and I want to change the date 02 take the bill for my account as it is getting difficult to pay”

Helpful Report

Posted 8 months ago

“Absolutely fuming how me and my husband been treated they had our phone for nearly 3 weeks was sent off because it kept over heating and then wouldn't switch back on, they took 2 week of this time to then call us saying can't fix it cause screen is broken not the fact they gave us dodgy phone that ended up not working and screen is absolutely fine by the we received it back not working and want to charge us nearly 300 pound for a fault that this phone had brand new phone not damaged our end but from the over heating!! Don't buy flip phone 6 or go with o2 they don't care now expect to pay this contract for this pill c...p what a joke”

Helpful Report

Posted 8 months ago

“I’m putting this concisely as I spoke to 8 people over ten days to sort out me keeping my old number when changed from pay and go to monthly bank account. Every time I was told by each advisor it was sorted out only to find every time it wasn’t! I blame myself partly as I should have not up with it and left them. The last time I spoke to some one he would have been the tenth I realised something was wrong, and it was I was talking to myself and he had cut me off not only speaking to him but my service was cut too. No Service my iPhone reads. In the end it spurred me on to leave them and I am waiting for a SIM card from another company in a days time. I agree with what people say here, the customer service is shocking, diabolical in fact! I wish I had read these reviews before as I could have saved myself a lot of trouble and stress. I am 79 years old and if this is how they treat everyone please save yourself trouble and don’t go with this provider!”

Helpful Report

Posted 8 months ago

“Absolutely dreadful mobile network provider! I strongly advise not to join or use O2, as their mobile provider. They message me stating that they no longer provide service to any old simcards. But the funny thing is these 'Old Simcards' come with 'Long-Term Customers'. But this is obviously something a gluttonous business, such as O2, don't really care about! They even send out automated messages, after requesting your PAC code. Stating your Sim Serial number, existing credit (if you are Pay As You Go). In addition to the telephone number to contact, if you wish to get a refund. Good luck trying to get your refund though! The automated message specifically states to call, "...after completing your switch". However the O2 Department say that they require you to, "Still be an existing customer and have an O2 account, to receive any possible refund". The whole business is run extremely poorly. Whilst I am glad that I have left such a dire Network provider, I do still feel scammed. O2 has basically kept all of my unused credit and were unable to provide the refund; which they themselves stated in their message, in the first place! 1/10”

Helpful Report

Posted 8 months ago

“If you’re thinking of opening an account with 02 don’t! O2 fraudulently charged me for 2 years for 2 lines I didn’t know about or have a contract for (my charges are irregular as I travel abroad a lot). They stole over £900 and admitted it but after 2 months still have not refunded - I get passed between Pakistani/Philipine and South African call centres who can’t resolve anything and just say wait 5 more days! Unbelievable a big company robbing their customers with no way to call a UK office and resolve.”

Helpful Report

Posted 8 months ago

“Renegotiating a new contract with Virgin Media,I was told that a £5 SIM card comes with the contract for O2/VM.Having read through the contract I declined it including the O2 Sim.It now appears that the Sim deal hasn’t been cancelled although I can’t find it in my pre-existing O2 account.A DD has gone out of my account.I visited the local O2 shop for help in sorting this matter out.An hour later and still no nearer resolving this issue despite connecting directly with O2 Customer Services,which were totally impotent and unhelpful.Avoid this company”

Helpful Report

Posted 8 months ago

“Absolutely ridiculous! I spoke to a woman who called “Pholeoa” or some similar spelling, I asked for spelling again, she said doesn’t mutter the spelling! What an attitude she gave me! I asked manager, manager is not there, asked supervisor, supervisor is not there! What a lier! She was very very rude!! When I asked something else, she didn’t what it was but she said it’ll take 30days!”

Helpful Report

Posted 8 months ago

“o2 called me a racist for no reason when im brown myself disgusting customer service i thought i was the only one being called a racist but seems someone in the reviews below has been called a racist also good luck trying to put a complaint in”

Helpful Report

Posted 9 months ago

“Would prefer to give 0 stars Sent my phone for repair almost a month ago and they lost my device at their warehouse. Promises of sending a new device on 4 occasions and all of these have resulted in 'issues' that they can't fix. Once I get my replacement, I'll be off. Awful customer service who don't speak to other departments and have no clue what they are doing.”

Helpful Report

Posted 9 months ago

“Don’t buy an O2 SIM in England if you also want to use it in France. While on holiday I was assured by the O2 salesman in England that it would be possible to be used in both countries. However it didn’t , and I had to purchase another SIM for use while in France. Also, in England the WIFI cut out a few times and had to re-boot the phone to get it going again. Stick with one of the better known providers.”

Helpful Report

Posted 9 months ago

“O2 Disgusting customer service and blocking any attempt to complain. My like new iPhone 11 went in for repair due to the battery being unacceptable after just 9 months and the phone still being in warranty. Long story short , o2 store said repair would take 5-7 days and phone would be returned directly to my home address. Store did not send phone off for at least a week, it then seemed to go “missing”. I spent hours and hours chasing this up with both o2 store and customer service, constantly told contradictory information and what felt like lies. No one would accept responsibility nor offer any sort of solution or compensation so I raised a complaint at this point. I was left without a reliable phone at 8 months pregnant, then was admitted to hospital. After a whole month, the store finally managed to source a replacement phone. Store was very apologetic but recommended I still pursued the complaint. I received 3 missed calls from the complaints team which I could not answer as I was in hospital having now given birth. One call that I did manage to answer was a dead line. When I finally was able to answer the call and speak with an actual human, I explained that I was in hospital so could they call me back on the Monday which they agreed to. They did not do so. I then received a text on the Tuesday saying that “As we're unable to contact you, I will now consider your query as resolved. Should you have any questions you may call us back”. Returning the call led to a dead end message saying “ no need to contact us” so that’s that, they have “resolved” my complaint in their eyes. Absolutely disgusting experience all round, shame on o2 for treating a loyal customer so poorly. The hours and hours of my time wasted, lack of communication, lack of accountability, lack of support or offer of any kind of solution for an entire month is unacceptable as well as being a complete breach of the consumer rights act.”

Helpful Report

Posted 9 months ago

“O2 racist against whites in the UK. With going to one off their stores and giving an explanation why I can’t remember my password I was dismissed by them. Then because I wanted to continue the conversation I was called a racist by one of the staff in the store. Afterwards I reported this to customer service which was told go there and he’d apologise for calling me a racist. Instead I was laughed at and called you’re a joke bro. The police got involved and because of my response to them at being laughing and mocking me. I was the one whom got in trouble. What I’ll say, o2 as a company is racist against white people and when you call them out on this you’re the one that gets in trouble for it. The police are a joke as it’s one sided when you respond and report a staff member who calls you a racist without evidence of this.”

Helpful Report

Posted 9 months ago

“The data on my 02 mobile phone suddenly become inaccessible so I was unable to send or receive calls or texts or use the data I pay for on my monthly contract. I contacted O2 customer services and was unable to go through the security process to allow them to help me. This is because they appear to have an incorrect email address on file for me. Their only suggestion was that I visit an 02 store with my ID and get it sorted out there. I did this and they could not go through the security questions because there was a problem with the email address! I called customer services from the 02 shop because the shop manager advised us to call them. The result was: neither could do anything to help me! So... I am now left with a monthly 02 contract that I cannot use and I cannot cancel. DO NOT EVEN CONSIDER SIGNING UP WITH 02! THEY ARE TOTALLY USELESS AND HAVE NOT HELPED ME AT ALL! WORST MOBILE PROVIDER EVER!”

Helpful Report

Posted 9 months ago

O2 is rated 1.4 based on 1,083 reviews