Name: O2
Rating: 1.39

“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 6 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 6 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 6 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 6 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 6 months ago

“Common Con Men nothing more Literally the WORST customer service experience i have EVER had! Genuinely insane and they have completely ruined the good reputation i used to think they had! It started when i paid £140 for a phone and agreed to £30 monthly for 12 months. they sent me a phone that didnt work. Over the course of 4 days it went from being slow to being a brick that didnt even turn on. I phone up to ask them to fix it and they tried to charge me £176 to replace the phone and then argued with me and told me i was wrong about my contract length. I was on the phone for an hour being told the contract i was literally looking at at the time was wrong and they expected me to pay more. Eventually when I called for a second time someone said my contract was actually fine and they were giving me a hard time for literally nothing. Then this person said they were going to order me a new phone so after being on the phone for another hour and being passed through to 3 different people you'd think theyd have been able to get me a new phone. NOPE! I was told a new one would be ordered for me but that I'd have to wait until their system was running and they hung up. When I called back for a third time after another 45 minutes i was told that no one had ordered a phone as they had said they would and i had to go to a shop. I told them i didn't have time as i was working for the next 4 days and asked them to just do as they had said they would before and they said ok we will but it will take us 24 hours. 72 hours later with absolutely no contact from o2 i phoned back to be told no one had bothered to order the phone as i was told they would. So with the phone I was given completely unusable and the old phone that i had sent in for recycling lost by o2 (which still hasnt been returned to me) i decided to cancel the contract. This should have been easy but after being on the phone for 55 minutes I finally snapped and asked to speak to the manager of the call centre. Who promptly hung up on me. So i phoned back and asked to speak to the manager immediately. And i was hung up on again. Which is absolutely disgusting and I was so angry i sent an email to o2 telling them i found this disgusting and am yet to receive a response. When i eventually got through I was told I would receive all my money back as soon as the phone was returned as I was well within the 2 week cooling off period. They sent a box for the phone and i sent it back with their 24 hour delivery. That was on September 12 and i am yet to have any money returned by today, October 8th. Heres the kicker though. I received a letter from O2 saying that *I* owed *them* £32 because my contract had run 2 DAYS into the next month before it was cancelled. To say i was angry is a complete understatement! O2 are full of scam artists and con men who dont want to and will not return the money you pay for a failed service and steal your phone to boot”

Helpful Report

Posted 6 months ago

“Common Con Men nothing more Literally the WORST customer service experience i have EVER had! Genuinely insane and they have completely ruined the good reputation i used to think they had! It started when i paid £140 for a phone and agreed to £30 monthly for 12 months. they sent me a phone that didnt work. Over the course of 4 days it went from being slow to being a brick that didnt even turn on. I phone up to ask them to fix it and they tried to charge me £176 to replace the phone and then argued with me and told me i was wrong about my contract length. I was on the phone for an hour being told the contract i was literally looking at at the time was wrong and they expected me to pay more. Eventually when I called for a second time someone said my contract was actually fine and they were giving me a hard time for literally nothing. Then this person said they were going to order me a new phone so after being on the phone for another hour and being passed through to 3 different people you'd think theyd have been able to get me a new phone. NOPE! I was told a new one would be ordered for me but that I'd have to wait until their system was running and they hung up. When I called back for a third time after another 45 minutes i was told that no one had ordered a phone as they had said they would and i had to go to a shop. I told them i didn't have time as i was working for the next 4 days and asked them to just do as they had said they would before and they said ok we will but it will take us 24 hours. 72 hours later with absolutely no contact from o2 i phoned back to be told no one had bothered to order the phone as i was told they would. So with the phone I was given completely unusable and the old phone that i had sent in for recycling lost by o2 (which still hasnt been returned to me) i decided to cancel the contract. This should have been easy but after being on the phone for 55 minutes I finally snapped and asked to speak to the manager of the call centre. Who promptly hung up on me. So i phoned back and asked to speak to the manager immediately. And i was hung up on again. Which is absolutely disgusting and I was so angry i sent an email to o2 telling them i found this disgusting and am yet to receive a response. When i eventually got through I was told I would receive all my money back as soon as the phone was returned as I was well within the 2 week cooling off period. They sent a box for the phone and i sent it back with their 24 hour delivery. That was on September 12 and i am yet to have any money returned by today, October 8th. Heres the kicker though. I received a letter from O2 saying that *I* owed *them* £32 because my contract had run 2 DAYS into the next month before it was cancelled. To say i was angry is a complete understatement! O2 are full of scam artists and con men who dont want to and will not return the money you pay for a failed service and steal your phone to boot”

Helpful Report

Posted 6 months ago

“I asked for my 80-year-old mother to be released from her contract. She had moved shortly after renewing her contract but found her new flat did not have the coverage promised at the point of sale or on the coverage checker. As she was just outside the cooling off period 02 would not release her without a significant financial penalty. No compassion, no empathy, and VERY poor customer service (hours on the 'phone). I pointed out that this was about being flexible with the rules given the specific circumstances, but 'computer says no'. Raised a complaint, they simply refused to respond. So, it's OK - according to the 02 - for an 80-year-old woman to be forced either to sit shivering in the garden to use her 'phone, or be forced to buy unwanted broadband and VoIP because the service she thought she was getting doesn't work at the home address. Terrible company.”

Helpful Report

Posted 6 months ago

“They do not value their customers at all . Worst customer service if your lucky enough to talk to someone but there again they lie to you . Was without a signal in March for around a month . Online chat told me they would help me get compensation when the issue is resolved ( what a load of rubbish ) they tell you what you want to hear . After around 7 months of making official complaints and receiving reply emails saying I will be contacted within 7 working days someone actually rang today saying they would credit my account for £30 . What a joke when I pay £40 a month but I agreed to it to then get a text message 1 minute after the call saying I had been credited £10 . A month without a proper service for a vulnerable adult . They should be disgusted with themselves . What a rip off .”

Helpful Report

Posted 6 months ago

“I spoke with O2 on live chat, as I had an email regarding a refund that was due and needed to provide my bank details (the link via email wouldn’t work). I waited 25mins to get through to someone, to be told it wasn’t secure to accepted bank details over chat, so I’d need to call. I called and spoke with Peter, and couldn’t be verified as I no longer had the number they needed to send a message too (as I’d cancelled the contract and returned the sim!). I was on and off hold for 25 minutes to then be transferred to a company called Scope, who deal with vulnerable customers!!! They told me it happened a lot and apologised. I was furious that I’ve spent the best part of an hour trying to get my refund, and still don’t have it!!!”

Helpful Report

Posted 6 months ago

“I cannot express how utterly disappointed I am with the shocking customer service I have received from O2 over the past year. This entire experience has been nothing short of a nightmare, and I feel completely let down at every step. It all began in September last year when I upgraded my contract, only to be met with appalling service. After speaking to multiple advisors and managers, I made it crystal clear that the *only* reason I was staying with O2 was for the Switch-Up option. I was given two different quotes, with the more expensive plan supposedly including this feature. I went ahead with that, believing everything had been sorted. Fast forward to this September when I tried to use the Switch-Up feature to upgrade to the new iPhone 16, only to find that the advisor who set me up last year hadn’t actually enabled it. Given how many times I stressed this point to numerous people, I find it hard to believe this was an accident. It’s astonishing that none of the managers or advisors I spoke to bothered to ensure my request was properly handled. Since the 26th of September this year, I’ve spent nearly 10.5 hours on the phone with O2, over the course of 7 out of the last 9 days. I’ve been promised 5 call backs, and *not a single one* has happened. The amount of time wasted on hold is outrageous, causing me to miss precious moments with my child – including soft play sessions and three bedtimes – all due to O2’s incompetence and dreadful internal processes. One call back was promised by someone named Lucia from the containment team. She was meant to review the transcripts to confirm my multiple requests for Switch-Up, but unsurprisingly, that call never came. Although she did email me asking for a time to call, nothing further materialised. Then, I spoke to a manager named Nelson, who assured me he would escalate my issue to his seniors and call me the next day. Again, nothing. I’ve had to explain my situation repeatedly to several different advisors, and each time I’m met with either empty apologies or more promises of call backs that never happen. The last person I spoke to even offered me £100 compensation, but it doesn’t come close to addressing the gravity of this mess. To make matters worse, I’ve been dealing with rude and condescending staff who clearly have no interest in actually helping resolve my complaint. One advisor even tried to lecture me on the meaning of "retention" when they clearly didn’t have a clue about my ongoing issue. O2’s entire complaints process is a shambles. The closed complaints on my account were dismissed without proper resolution, and none of the crucial details, like my subject access request or the terrible service I’ve endured, were recorded properly. It’s no wonder I’m not getting any call backs – they’re closing complaints without actually doing anything about them. I’ve even taken to Twitter in an attempt to get some kind of response from O2’s social media team, hoping they might actually help move things forward. Unfortunately, they were just as unhelpful as the rest of the team. However, they did manage to confirm that the manager I had spoken to hadn’t raised the Subject Access Request I’d made, nor the request for the recording of the phone calls. It’s appalling that I’ve had to chase this up through multiple channels, only to find out that basic requests were ignored. This just proves there is absolutely no effort being made to resolve my complaint. This has been one of the most frustrating experiences I’ve ever had with a company. The lack of communication, accountability, and basic competence is staggering. The fact that O2 has a 1.2-star rating on Trustpilot now makes complete sense.”

Helpful Report

Posted 6 months ago

“I was charged £143 by O2 without any explanation, and they couldn’t even find my account to clarify why. To make matters worse, instead of resolving the issue, they threatened to put me in debt. This experience has been incredibly frustrating and unprofessional.”

Helpful Report

Posted 7 months ago

“I have a monthly rolling plan giving me 8gb of data but I can't get it to work, I have reset my phone and have tried at various venues from Lincoln to Stranraer with no luck. Looking again to switching my provider.”

Helpful Report

Posted 7 months ago

“Imagine the worst company that you have ever dealt with (prior to O2) go back and award them 5 stars, now that you have reset the bar for incompetence you can now award O2 one star.”

Helpful Report

Posted 7 months ago

“Hello over six months ago I fell victim to a scam namely someone signed a contract with O2 under my name.Despite complaints O2 is still demanding payment from me. Does anyone know where I can apply for help as they are not willing to do so.”

Helpful Report

Posted 7 months ago

“I asked for my 80-year-old mother to be released from her contract. She had moved shortly after renewing her contract but found her new flat did not have the coverage promised at the point of sale or on the coverage checker. As she was just outside the cooling off period 02 would not release her without a significant financial penalty. No compassion, no empathy, and VERY poor customer service (hours on the 'phone). I pointed out that this was about being flexible with the rules given the specific circumstances, but 'computer says no'. Raised a complaint, they simply refused to respond. So, it's OK - according to the 02 - for an 80-year-old woman to be forced either to sit shivering in the garden to use her 'phone or be forced to buy unwanted broadband and VoIP because the service she thought she was getting doesn't work at the home address. Terrible company.”

Helpful Report

Posted 7 months ago

“Worst O2 phone company ever block me over 18. Pound 😡areas. You ring up and your password.well 🙄you got to say the second letter fourth and third then you got to do it bloody twice 🙄they say gonna be running two hours 🤔this is now evening 😡🤣🤣🤣”

Helpful Report

Posted 7 months ago

“Went to 02 store in Fareham to buy a smart watch, the watch had a cash price but was told they only sell them on a monthly plan, I said what's the purpose of a cash price on display? To which they had no answer the assistant asked a colleague who said you've come to the worst place to buy a smartwatch, he said your best bet is shop online! Which I now have done and purchased the same watch. It's obvious that they want to sell contracts rather than goods but a very strange experience nevertheless”

Helpful Report

Posted 7 months ago

“If there was a rating lower I would give it no star or even negative. The worst customer service I have experienced. Network is rubbish, price is absurd and customer service is beyond hopeless. They talk to you rudely as if you did something wrong, all I wanted was to cancel my sim and have a PAC code, but I wasn't told I would be continuing the contract if I did not activate the PAC code, but guess what if you try to activate the PAC after 30 days it expires, so you'll end up paying for another month before you realise you still have an ongoing contract with O2. Please do not go on this network! Anything else is better like Three, EE, Vodafone, PlusNet, literally any other network provider is better in all aspects.”

Helpful Report

Posted 7 months ago

“Has an issue now for 2 months no signal ,to,d me via resolve that there was no issues with signal I have done daily checks on o2 , oh and of course there is issues in the area . My calls constantly dropping out , rang the o2 business complaints number to be told after 20 minutes to rung back? as the advisor said no one to speak to me ?. The worst company ever ,”

Helpful Report

Posted 7 months ago

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

O2 Reviews