Name: O2
Rating: 1.40

“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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 months ago

“Switch to network was meant to take 24hrs, it's been a week and a half Call centres are in Sri Lanka and take forever to be forwarded to right person. Switching to voxi. O2 is a waste of money.”

Helpful Report

Posted 9 months ago

“I'm currently trying to switch away from o2 and keep my old number. With other providers this has always been simple and quick. With o2 it seems as though they are deliberately making it as difficult as possible to get my PAC code. Perhaps this is an attempt to get people to give up on switching. Apparently due to an error it will take 5 working days to get it. A little bit of googling and it seems as though this is a dodgy tactic many experience while people trying to leave o2. I now just keep being left on hold for extended periods of time. I suppose this is another attempt to make me give up.”

Helpful Report

Posted 9 months ago

“If i could give negative stars i would. I decided to leave o2 because the signal around my area is bad, so i was happily paying out the rest of my contact to leave to a network with better coverage. The women on the phone was explaining that i get charged the rest of my contract plus any additional days i use the phone until the number disconnects, which i did not understand and was trying to get her to explain better as that would mean paying twice. I asked to speak to a manager as maybe she was not explaining very well but she started getting very angry on the phone and raised her voice. At this point i had not raised my voice or got angry. This is the first time in my life i have experienced such appalling customer service… i was shocked. I still do not understand what she was trying to say as i don't understand paying until the end of my contact now, then getting charged again for any days i use the phone until i switch my number. I recommend to avoid o2, i have been to many places in the UK and never had much signal… had better with smaller companies like Smarty. That with the terrible customer service makes it a company never to waste your money with.”

Helpful Report

Posted 9 months ago

“I've been asking O2 to port my business number to my new SIM since 12 August; 5 weeks later and they still haven't managed to do it. I must have spent about 10 hours so far on the phone to their Customer Service team, but they are completely useless.”

Helpful Report

Posted 9 months ago

“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.”

Helpful Report

Posted 9 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