O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,084 Reviews

9 %

of reviewers recommend O2

Company Reviews

Questions

Metrics

1.4

Based on 1,084 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

“One star is one too many!!! Seriously poor. When they can't answer your question, they hang up on you. This company illegally took payment from my bank and now they refuse to pay it back. AVOID THESE GUYS AT ALL COSTS - Next stop the ombudsman!”

Helpful Report

Posted 6 years ago

“Only giving them 1 star cause i cant give them none.Terrible company and ive been a customer for over 13 years.Phoned up to pay off my device early and to see what my options were to lower my monthly costs only to go through the upgrade process and find out it was the wrong handset they had set up.Phoned back to cancel and set up a upgrade deal for the handset i wanted only to be told i need to wait 24hrs for the wrong handset to come back as returned.Phoned back the next day to be told it was still not marked as returned and again to phone back in 24hrs.Phoned back again to be told it wasnt marked as returned as first told and a notice of complaint had been issued and someone from the complaints department would phone me within 7 days.8 days past still nothing so phoned them back to be told once again the wrong handset was still not “returned” went through it all again and was again told complaints department would phone back but this time within 5 days.7 days then passed and still no phone call so finally phoned to cancel only to be put through to the complaints department (before i was told there was no direct line or couldnt be put through to complaints department) so spoke with someone with complaints in the morning and was assured to be phoned back in the afternoon 3 days passed and still no call back so phoned to proceed with the cancellation and move to another network.Will be glad to see the back of o2 after all this terrible way to treat customers”

Helpful Report

Posted 6 years ago

“Garbage customer service and plan. I purchased a plan with international roaming. Called o2 numerous times and tried to get the data to work and their solution was to use wifi!!! What was the point of me getting the plan if it won't work? They refuse to give me a supervisor to talk to and they said it's part of my contact but won't tell me what they're referring to and blamed the network in Toronto and New York saying it must be down ... I was their for two weeks, doubt it was down that long. Either way 3 and ee were so much better by all means.”

Helpful Report

Posted 6 years ago

“Poor network connectivity. You get a better signal in the middle of knowhere and poor signal in city centre. Abysmal network in comparison to EE.”

Helpful Report

Posted 6 years ago

“As an O2 business customer, I tried upgrading my phone but shamefully disconnected from the network without any reason . I think somebody is trying to sabotage my business . 72 hours passed . Engaging with customers service is like knocking your head on a brick wall . I think staff should read notes left on system before making assumptions . I am very disappointed and horrified . Time to leave 02 for good .worse. Customer service and network .”

Helpful Report

Posted 6 years ago

“They still my money and creating based on false information .I would say never agree anything with O2 they charge you for everything was even upgrade was cancelled within 14 days .they kept my money and keep changing me as it was internal error they said and had cost 100 pound for there internal error .”

Helpful Report

Posted 6 years ago

“Store staff in Hounslow store have NO manners and customer service . These are just school boys who need to learn manners and courtesy . The manger at this store is just as bad . No idea of what customer service is ....”

Helpful Report

Posted 6 years ago

“I would like to start of by saying my one star review is one star as I have to give one star to put a review on! They are not even worth that!!!!!! I have an I phone 7. The largest capacity model. My battery is not working properly so I contacted O2 to help. I was advised by the business dept to go to an O2 shop where they could send my phone away to be repaired and supply me with a phone whilst mine was away. When I got to the shop I was offered a vintage Nokia and was told it will do calls and texts but the internet is not good and neither are pictures. As I use my phone for both that was no use. So I decided to get a replacement from O2 but was told I would have to pay. I explained we had taken out insurance but they said that was only for lost stolen or broken. So reluctantly I agreed only to be told we can’t Fix it go to Apple! That’s not customer service! My contract is with O2 I pay O2. They are providing me with a piece of equipment which is no longer fit for purpose. They sold me insurance when I took out the company contract ( 10+ phones), now they won’t even repair but they still want my money! They sell you a 24 month contract and supply a phone with a 12 month warranty! Never mind not paying their taxes. They are ripping off the general public as well! Not a very nice company at all! The staff were apologetic but unable to help. I asked to speak to a manager and have been told to expect a call back within 24 hours. So even their management are not professional enough to face their customers who pay their wages.”

Helpful Report

Posted 6 years ago

“Worst service ever, internet always terrible not worth what I’m paying for wish I could cancel my contact.”

Helpful Report

Posted 6 years ago

“Tried to move away from o2 and get my phone unlocked. Told me 24 hours then 48 then 72 hours. 3 days later still can’t use it with EE. Then they tell me I need to call apple care, call them and they tell me they can’t unlock my phone, only my provider can.. total shambles and spent 2 hours on the phone to them and I’m still on hold as I type this review... terrible service when they don’t care anymore”

Helpful Report

Posted 6 years ago

“O2 have locked my iphone after I paid £600 for, and I have been without a phone for 5 days. I cancelled my contract to move to Sky and when I changed the sim it was locked, I contacted O2 to have the lock removed 5 days ago and it is still locked and i cannot use my phone with Sky. I own the phone and they are stopping me from using it what gives them the right to do this, I would strongly adive anyone thinking of getting a phone with O2 to check that they will lock the phone after buying it better still DO NOT GO TO O2 they are useless”

Helpful Report

Posted 6 years ago

“Shocking customer service. Told by the First Lady that she believed we were mis-sold a dongle after constantly going over data as my partner was told that he could not increase his tariff. Turns out we could have. 4 long phone calls later, with two different staff who “will call me back, they promise”, still no solution given. Going to call yet again today at my inconvenience. My partner has been with O2 for 10+ years now and once this contract has ended, neither of us will be staying with them.”

Helpful Report

Posted 6 years ago

“on 23rd june i took out an s9+ on the get a free tablet deal. 7 weeks two visits to the store and many phone calls and live web chats to customer service later still no tablet. last time i was in the store karla who sold me the deal ciuldnt have cared less. in fact the whole time i was trying to talk yo her ahe was changing the stores music and talking to mates about a night out on whats app. so what i would like to know is where is the tablet? and how did karla screw up my order to the point where people who got there phones after me have all ready recieved their tablets”

Helpful Report

Posted 6 years ago

“After writing to complain O2 contacted me to inform me that they had messed up my account and I was owed £90 refund. This was over a month ago and still no money has been received. I’ve given my debit card details four times and last Friday I was informed that a BACS transfer would be made. It would take 5 working days to show in my bank account. Well nothing has appeared. I phoned O2 was informed managers don’t speak with customers and there is nothing further they can do. So it looks like I’m going to have to go to the small claims Court. Disgusting useless service. AVOID at all costs”

Helpful Report

Posted 6 years ago

“No signal. Customer service goes round in circles. Have new provider now - unbelievable how much more useful my phone is! Avoid at all costs.”

Helpful Report

Posted 6 years ago

“I was wrongly charged over £50 by o2. Having canceled my contract and sent my phone back due to the dreadful coverage. I was told that I wouldn't be billed, this, however, turned out to be untrue. 2 Months later and I have been constantly lied to and fobbed off regarding my refund. It's come to a point now where they claim the issue is with my bank, whom I have never had an issue with before. I have spoken to my bank and there is no record of a refund whatsoever. My advice is to avoid this company like the plague, they have the worst customer service I have ever experienced.”

Helpful Report

Posted 6 years ago

“Absolutely terrible. Do not use this firm. They fail to answer enquiries or telephone calls. Managers ignore you. It is impossible to speak to the managing director. Have been put in an official complaint 2 months ago and still waiting for response. Going to financial ombudsman now. Can honestly say the worst firm I have ever had to deal with.”

Helpful Report

Posted 6 years ago

“viewed phones online , decided to put one in the shopping basket and to complete purchase at a later date , I saved the shopping basket and had a reference number which I was meant to be able to quote online or over the phone to complete the purchase. I rang up to complete the sale because I needed to query the click and collect destination , only to find the sales centre didn't recognise the reference number at all ! ! ! went through the whole process of taking down personal details only to find out at the end of the call they Didn't DO click and collect orders........ 30mins spent on premium rate line...Hmmmm . Nice little earner O2....”

Helpful Report

Posted 7 years ago

“I have had no O2 signal for a week now, have tried phoning O2 and also 'talking' to them on the live chat to find out how much longer there will be no network, but am getting nowhere with them and getting no definite answers, just going round in circles. Their customer 'service' is a joke, it is appalling.”

Helpful Report

Posted 7 years ago

“Appalling service both in store and via customer service (phone). No one appeared to know what they were doing had my phone (Icloud) blocked by o2 which was incorrect. Still without my phone (Apple also failed to phone when arranged) Manager at o2 promised to phone back next day to see if issue resolved - that was 2 weeks ago. I could go on......”

Helpful Report

Posted 7 years ago

O2 is rated 1.4 based on 1,084 reviews