O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,065 Reviews

8 %

of reviewers recommend O2

Company Reviews

Questions

Metrics

1.4

Based on 1,065 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sim card not working since 2 weeks. Nobody able to help. Customer service very poor Staff in the shop same. Very disappointed. Customer since 2010.”

Helpful Report

Posted 1 year ago

“I was sold a package from o2 under false pretences. Signal is so poor. Customer service is hopeless. So unhappy”

Helpful Report

Posted 1 year ago

“Stay well away ,I was with virgin had no problems at all got swapped over to o2 what a fiasco .My account has been hacked into I now have a new contract been made for an Iphone 15 costing over £70 a month I have received no deliveries and signed no contracts, the order was put on my teenage daughters phone number who is not old enough to be allowed credit.I have spend around 3 hours on the phone in the last few days only to be given the same fobbed off answers every time. I am once again awaiting on a call from their fraud dept .My advice is be very careful I have received 6 emails now from them with my contract details which i have not opened only to be sent 2 emails saying my order has been accepted and the phone has been dispatched .....total disaster ..!!!!!”

Helpful Report

Posted 1 year ago

“Past month I’ve had a horrendous experience returning an Xbox series x, first I tried returning the device through myo2 app but that didn’t work as I wasn’t receiving any email with my return label, then I tried calling everyday to o2 to 020 and they’ve either hung up or kept me on hold for 20min without resolving the issue, every time I called they said they will call me back, never did… after 2 weeks of eligibility of returning a product they said they will extend my return time as there’s a technical problem which I causing me to not be able to return the product, after 3 weeks they finally sent me a return label after finally someone on the phone was able to do it, I have sent the device back last week with Royal Mail special delivery which I bought for £15 and it shows delivered and signed in Norwich warehouse, now I’ve called twice to o2 for an update regarding a refund and they said they haven’t received it… don’t know what to do anymore,”

Helpful Report

Posted 1 year ago

“Phoned up within 14 cooling period. Still was getting billed phoned again they have no record of my call. O2 said they would cancel my contract. Still getting billed phoned again they said no record of that call, they then cancelled my contract and stung me with £84 bill. I have never activated sim card. For a communication company they have very little communication within the company”

Helpful Report

Posted 1 year ago

“AVOID AVOID AVOID!!! Under no circumstances get an O2 pay monthly account with these scammers as when you want to move to pay as you go after your contract expired and you don’t own them anything they will not let you go. They will come up with all kind of excuses like the form wasn’t filled out properly, their system is down ( for 3 days!!!) we can’t see a form being filled out, the form failed we can’t tell you why…. It’s been 8 days and still not sorted… been told it will take 24h then 48h and been passed over from department to department and spent multiple days and multiple hours trying to resolve the issue. I think I spoke with every single person at O2!!! What should be a simple process looks like it’s not as they want your money and are willing to let you go easily and they take your rights as a customer away by not letting you move to pay as you go! Also sent complaint emails but had no reply yet and at the end they say you must pay this month even that is not your fault and if you think you’ve been overcharged to contact customer services…are you having a laugh? Again, PLEASE AVOID O2 and spend your money elsewhere. It’s disgusting what they are doing just to take money from you!!!”

Helpful Report

Posted 1 year ago

“Terrible network - mobile data is useless. If you have a 3G signal (which it seems to be most of the time), don’t even think of trying to use mobile data as nothing will happen. More often than not it brings up an error message saying you aren’t connected to the internet, even though your phone says you have a signal. Customer service is a joke. I’ve complained as I don’t believe the network is fit for service and been told the management will review my case and come back to me. 2 weeks later I still haven’t heard anything. I’ve used both EE and Vodafone and both are miles better. Don’t waste your money signing up for o2 as they won’t let you leave early, even though the network doesn’t work properly.”

Helpful Report

Posted 1 year ago

“No Reception, No Signal, No data, No Network, I have been receiving a text message for a month and the issue is still going on. Called customer service, and spend 2 hours First and was told that there is no issue then they said they are working on it!!”

Helpful Report

Posted 1 year ago

“Absolutely shocking customer service can't every get though if you do they either cut you off or can't understand you due to there cost cutting they have there call centres abroad Once though they pass you around and struggle even to answer the most basic questions try EE there a breath of fresh air this company is a shambles”

Helpful Report

Posted 1 year ago

“Rubbish !!! Can’t say anything more -”

Helpful Report

Posted 1 year ago

“Don’t ever use their services . They have non existent customer service . They won’t help you with your concerns . No empathy with customers . My Iphone and debit and credit cards have been stolen last night and phoned customer service so I can buy a new phone and pay my lost device in full but they were very unhelpful, rude specially the manager. I have terminated my contract with them . I regret being with O2 in the last 10 years . Only good when selling something but not with anything else . Don’t care about existing customers.”

Helpful Report

Posted 1 year ago

“⛔️AVOID o2 AT ALL COSTS⛔️ Terrible: signal/data usage/customer services & O2 scammers constantly offering upgrades saying there o2 👎 Worst tele communications company ever STAY AWAY FROM o2/Tesco/Virgin these are the poorest out ppl with o2 being the worst will never use o2 again 👎”

Helpful Report

Posted 1 year ago

“Waste of time and waste of money. No service at all just they want to charge you for nothing. I have been with 3 network for 11 years and with Vodafone for 10 years. Both of them best networks. As we use virginmedia broadband they offer me O2 line with I took two line for my family members. My contract with 3 was coming to end so I have decided to port my number to O2 and take new contract. I have given them all the requirements including PAC Code. I received SIM card after 4 days and 8 days gone still O2 cannot port my number every time they gave me 24 hours. They have already billed me as well for what I have not used due to their incompetence. Today when I called them they said that the contract is not in my name and cannot discuss it but when I insisted that I am the main account holder and I have another lines with O2 after checking she transferred me to different people without any help end up putting complaints. Even the were not able to assist when the number will be ported. Do not recommend O2 at all. I have 3 lines with O2 in few months contracts will be finishing will be big relief. For O2 my account is 1051547677”

Helpful Report

Posted 1 year ago

“Awful. They advertise that their service works in Spain and the EU but my data doesn't work. Then they state the issue is not on their end and no refund will be given. Thieves...”

Helpful Report

Posted 1 year ago

“Spoke over 25 people over 6 hours, keep transferred to someone, keep cutting off line, rude, no one is capable to help, over 6 hours conversation, my priority is still not working. Never come across so bad customer service in UK.”

Helpful Report

Posted 1 year ago

“Message I wrote on 02 community: So I’ve posted on here before (about 6 weeks ago) when I realised O2 had ruined my credit score. They keep saying I’m missing payments of £5.80 on my credit score file each month. This all started when I swapped from their old system to new system. I received an email for a final payment reminder email back in April which was the first I had heard I owed £5.80. I phoned the following day after receiving this email and complained how they can only send one email and threaten you if you don’t pay. The lady confirmed by email they’ll pay the £5.80 and it wouldn’t affect my credit score. She didn’t action what was needed to be done and now each month on my credit score it’s saying I missed a payment. My score went from excellent to poor and I’m furious. I have called 02 and spent hours and hours on the phone, literally no one will help and all incompetent. Margaret Aitken Was meant to get back to me once resolved it, never did. Another lady was meant to get back to me and didn’t. Twice mangers were meant to call me back and didn’t. I’ve emailed numerous complaints to the complaints department and credit file email address. Not one response from them. All of a sudden on phone calls to the 360 department they wanted to send me an email with verification code to get through security to then help me. Usually they’d ask a security question. Anyway I wouldn’t receive the email and they’d say they couldn’t talk to me anymore. Turns out they had the wrong email address on their system, which is very strange. I then had to go to an 02 shop as the people on the phone said I need to get verified in store. When I was in the store I had to call O2 customer service and when I was at the point where I was asked to be sent an email with verification code on I then passed the phone over to the guy in the shop to verify it was me. And now I’m verified the guy couldn’t change the incorrect email address on his system so still can’t get passed security. He was meant to call back two days ago but didn’t. I don’t believe this and I so angry that no one can resolve my issue. They keep saying they’re actioning things but don’t. I can’t wait for the 8 weeks to be up from my first complaint with them to then seek help with financial ombudsman. I need this sorting asap as I need a loan but with my credit score so bad I can’t even attempt it.”

Helpful Report

Posted 1 year ago

“Very bad customer service, rough”

Helpful Report

Posted 1 year ago

“Appalling customer service. After 5 months into an unlimited data sim only contact, o2 agreed that i could leave early as i was being no 4g where in lived. 2 weeks after leaving they took £300 from my account. Trying to speak to anyone is near impossible and I’m at my wits end. I will never go back and i will never recommend them. As soon as my contract with Virgin media is up I’m leaving then too seeing as how they are part of o2. Avoid at all costs, EE are far far better”

Helpful Report

Posted 1 year ago

“Without a doubt the worst customer service I’ve ever received. They cut me off despite me paying my bills. I have chase and chased via endless calls, going into the store which they were so rude and unhelpful. Ive emailed the complaints team as per the complaints code. I ended up in a car accident and couldn’t even use my phone to call for help which I bloody paid for. No response from any of my emails over the past 2 months. However, they have emailed saying I owe money and they have sent my details to the debt collectors. Good luck with that as I no longer live in the country. Absolutely disgusted!”

Helpful Report

Posted 1 year ago

“Worst communication company ever no respect for customers treat you like rubbish and then demand the maximum. If they want maximum should supply the product being paid for instead of saying we’re fixing the issue, it’s been 6 months and only E service yet you send letters/ about bill for 5G service and when you complain O2 don’t want to know . There is never signal when you need calls drop just a nightmare of a service”

Helpful Report

Posted 1 year ago

O2 is rated 1.4 based on 1,065 reviews