O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,055 Reviews

8 %

of reviewers recommend O2

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1.4

Based on 1,055 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

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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. My 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 £200 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.”

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Posted 6 months ago

“Worst provider of all. My sim plan was transferred to watch plan in FEBRUARY by o2 and they STILL haven't rectified it leaving me with the inability to make calls or retrieve messages I can only operate via WiFi. Despite complaint to the communication ombudsman which has been accepted THE FAULT IS STILL THERE. Can't change provider and retain my number as the pac code is registered to a watch. Absolutely SHAMEFUL!!”

Helpful Report

Posted 6 months ago

“Keep harassing me for someone who does not nor ever has lived here. My dogs have more intelligence and communication skills than these onanists. I am not even a customer thankfully but returned letters, e mails, phone calls all ignored. Please sending someone threatening to my door so I can use reasonable force to remove them.”

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Posted 6 months ago

“Awful service 😔 so much of my time wasted. Plus the o2 shop was not helpful either.”

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Posted 6 months ago

“The customer services pass you from pillow to post and randomly say that they’re checking details and end up passing you onto someone else. Call to pay the bill because for some random reason the direct debit has failed and it takes minimum of 2 hours to do that. They overcharge people and make people pay for it and now adding £14 interest onto my account even though it wasn’t my fault they didn’t go through. It’s a shell of the o2 it used to be.”

Helpful Report

Posted 6 months ago

“I don’t know where to begin. To make a very long story short, my O2 account was hacked by fraudsters on Christmas Day 2023. From within my account they were able to request an eSIM and then transferred my phone number to their own. They also requested a new contract. I woke up on Boxing Day to no working phone and alerted O2 straight away. I was told everything would be resolved that day. I contacted them daily for 2 months with the bar constantly being moved for when this would be resolved. After a month, despite contacting daily, I found out the fraud investigation had been closed the same day it had opened so nothing had been done for an entire month. It is now September 2024, nearly 9 months later and the issue has still not been resolved. I have spent endless hours on the phone and live chat to resolve this. I have never received a single response from O2’s complaint department despite numerous attempts and cases raised. The case was escalated to the ombudsman in April 2024. I was offered a pittance of a gesture of goodwill but by this time I wanted it resolved. After being sent to debt collectors for a bill for a service I hadn’t had access to since Christmas Day, I contacted O2 again. I found out they had only investigated the new contract and hadn’t investigated anything to do with me having no access to my number and this being taken over by fraudsters. It was only after 2 months when I realised what had happened that I told O2 to bar my account. By this time the fraudsters had gained access to all my accounts, including bank accounts, as they could receive the variation code to my phone number required to change my password. O2’s negligence at me raising fraud to them and them doing nothing to protect my account is beyond alarming. By this point I had of course taken out a new contract with a different company as I had been 5 months without access to my own phone number. Now 9 months later and still nothing has been done to resolve the fraud on my account. I still am being billed for a service I haven’t had access to for 9 months, which has affected my credit score significantly after I was told by O2’s finance team to cancel my direct debit as it was the only way their system could stop taking payment which they agreed I shouldn’t be paying. I refuse to pay them as I know I will never see a refund for this.”

Helpful Report

Posted 6 months ago

“I paid off £££ to pay off my contract early and upgraded on the 16/08. CLICK AND COLLECT was available for next day and was PROMISED I’d be able to collect my phone over the phone with customer service. I went into store just to be turned away and told me to come back in a week? It’s now the 03/09 and I still do not have my order. EVERYTIME I contact customer service, I’m being told different things. The warehouse is migrating? The click and collect labels are not working? There’s an IT issue? If there was an IT issue surely a big company like this would get it fixed within hours to a day.. this is ridiculous and poor communication to their loyal customers because of this “Delay” they offer you £10 on your account?? That’s not solving anything. They say they raise your case as a high priority but they can say anything over the phone just to finish the call as soon as possible. Poor service. A automated message should have gone through to all customers if there was something happening to their warehouse. If you’re thinking of moving to O2, I wouldn’t. This needs to be addressed as they loosing customers fast. Anyone else gone through the same?”

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Posted 6 months ago

“The worst network you will have use, avoid O2 and go straight to EE. It may cost you more but at least you won’t be stuck in the stoneage.”

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Posted 6 months ago

“I can barely understand the support, I thought it was scammers at first, they all had generic English names and would have the strongest Asian accents. but this company once overcharged so I suggest avoiding if you can find alternatives.”

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Posted 6 months ago

“Oh what has happened to O2……. What an absolutely appalling service. I upgraded to a new phone which they sold me and it is faulty. They have used delay tactics to delay return of the phone to them. Now of course it’s out of the so called “14 day” return. It has taken me 3 store visits 5 hours of phone calls. Which I might add they disconnect frequently and 1 whole month To finally get them to look at the phone. I’m just waiting for the dead lock letter to escalate this terrible service to the ombudsman.”

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Posted 6 months ago

“After problems with messaging I contacted them. They suddenly increased my monthly charge on iPhone which I’d had for years, to £70 !! After hours on the phone they offered me an upgrade to iPhone 15 and £30 per month, nothing happened so I cancelled the upgrade and I’m going to change probably to EE.”

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Posted 6 months ago

“Worst phone ever, didn't put insurance on my phone when asked, it now broke and they've they can't do anything. But I can pay another phone and pay for that at same time I'm paying for the one that not working properly or if I do get in mended it going cost me £500. WONT REPLACE PHONE. DO NOT USE O2 Rude on phone and in shops as well”

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Posted 6 months ago

“Been having signal issues for a month and contacted customer service via email and got ignored. Attempted through Facebook just got sent round in circles saying the same things. I'm still expected to pay full price. New customers get better deals not ones that have been there for years. Wouldn't even wish this on the worst people in the world that's how bad it had gotten. They should sell Virgin media and go back to the better days when I got get a bit of data. Overcharged for a service that doesn't exist anymore”

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Posted 7 months ago

“I’d been a loyal customer to O2 for years. I recently found out that I was being charged nearly an additional £40 a month for a number/device that wasn’t mine. Thought it was an additional charge for insurance or whatever, but it turned out it was not. My partner and I did the math and I’ve paid nearly a grand towards this company in that time. Their idea of compensation wasn’t even a quarter of the amount I’ve paid them over the two year period. Terrible customer service, in the process of terminating my contract with them now. Would not recommend unless you want to be scammed almost a grand!”

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Posted 7 months ago

“3people getting sims at our address now we are getting letters for £1000s of £s what do o2 do nothing. You try to talk to them . So far we have had 16 letter with 3 different peoples names may be the chief exc. would like to have letters asking for money. O2 you useless”

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Posted 7 months ago

“Charged me £££ over my bill amount”

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Posted 7 months ago

“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”

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Posted 7 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.”

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Posted 7 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”

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Posted 7 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”

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Posted 7 months ago

O2 is rated 1.4 based on 1,055 reviews