O2 Reviews

Name: O2
Rating: 1.39

1.4 Rating 1,065 Reviews

8 %

of reviewers recommend O2

Company Reviews

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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

“On the weekend of the 9-10 of September I was in Belgium, putting my trust in your "roam like home" (EU) experience covered within my contract. Last time I checked Belgium is still in the EU but despite commiting to provide my with the ability to use my data package anywhere in the EU, you left me stranded with no data all of that weekend, resorting to public wifi or buying a separate sim card. None of your representative was able to help, some completely clueless and unprofessional and others just gave me no solution, except for opening a ticket to some tech team to look at within 9-15 days. A complete joke considering I was in Europe for 24 hrs. I travel frequently on short trips for work, and it's clear that your services are completely unreliable on all fronts, so as soon as I returned home I requested my PAC code via sms. The sms informed me that I need to pay £337 to leave you. You are in clear breach of your contract with me by not providing the services you committed to so there is absolutely no way I'm paying this money to leave you. Seeing this I called to make my complaint known and looking to cancel this breached commitment money, but no regular support team member can help me, only a manager. I've requested a manager call back on the 12th of September and was told that would take 24 hrs. Those have passed, I call again, 24 hrs more, those pass I call again, and this time I was told that the manager that was supposed to call me was unavailable to make the call, so no call was made. Rep wad really sorry and even promised a manager will call me today and that by end of her shift (8pm, 14th of Sep) she will call me to check in if someone hd called. Not the manager nor the rep called back. Tomorrow - now 72 hrs after I've requested a manager call, I will call again, and I'll either not get off the line until I get a manager, or I will call cs consistently throughout this day and every single day that follows until you release me from this horrible commitment that you as a company breached. The terrible service definitely pushes me even further away. Worst mobile company I've ever dealt with in my life. If you don't release me from my contract with no expense I will be suing you. I've already started sharing this all over the review site. You should be ashamed of yourself.”

Helpful Report

Posted 1 year ago

“I only wanted a pay as you go sim card for another phone. After being with O2 for 20+ yrs,you'd think it would be a simple call,and my simple would arrive in the next day or so. Instead,after 45 minutes being "put through" to various departments,I told them to forget it,and hung up. Sky Mobile here I come!! A total 02 Disgrace!”

Helpful Report

Posted 1 year ago

“Moving from pay monthly to payg APPALLING EXPERIENCE I’ve been trying to get my new sim set up for 5 days now STILL NOT WORKING WEBSITE UNINTENTIONALLY UNINTELLIGIBLE CUSTOMER SUPPORT BOT - inept CUSTOMER SUPPORT PHONE SUPPORT INAUDIBLE FACE TO FACE SUPPORT STAFF IN TROWBRIDGE DIGENGAGED IN NOT INTERESTED IN HELPING AT ALL I’ve been with O2 for over 20 years. I’m leaving after this.. buying a new phone elsewhere and going to find a different service provider.”

Helpful Report

Posted 1 year ago

“Terrible service from O2. I have been the victim of identity fraud and various O2 accounts have been opened in my name. I have had to call them 3 times and been fobbed off. Apparently it takes them months to investigate fraud and all the while I am receiving debt enforcement letters. O2's conduct of this matter has been far worse than Vodafone, which dealt with the same situation much more efficiently. I would never use them as my mobile provider.”

Helpful Report

Posted 1 year ago

“I have been a victim of a fraud. O2 is investigating for ages, keeps sending me emails to pay for two mobile 14th which I haven't ordered. Not contacting me whatsoever.. Poor customer service and fraud investigation and prevention.”

Helpful Report

Posted 1 year ago

“Terrible customer services avoid at all costs . They also rob you of your payg credit . They also disconnected my sim and been waiting for these clowns to activate sim. Which the lies they tell is absolute joke . No wonder they have hassle due to there problems they cause . i have emailed o2 complaints also ceo of virgin and o2 . Ive also emailed ofcom in regards to the hassle ive experienced . I still have no phone connected and ive been without a phone all threw them scumbags agents .”

Helpful Report

Posted 1 year ago

“WOW, dont know where to start. O2 barred my phone by accident, and a month later they still havnt unbarred it even though I have ported away from that horror show. They have left me with a £1000 phone I am unable to use and over 70 hours on the phone to them. Average wait time just to get through is 30-45 minutes. Nuff said. Sent a complaint, no response. Arranged a call back, they didnt call. 4 weeks and 70 hours plus wasted, £1000 brick of a phone”

Helpful Report

Posted 1 year ago

“Very very poor. I was migrated over from Virgin mobile where I was on a £0 contact. I was automatically passed to o2 and charged £25 even though I didn't use the new o2 account and I wasn't advised that my new account would be charged at £25 per month. When I tried to dispute this, I was advised I couldn't put a dispute through as I didn't make am attempt to pay. So they charge me without notifying me and then say that I can't dispute it because I didn't pay for something I didn't know I had to pay.... It's almost laughable!!”

Helpful Report

Posted 1 year ago

“Can't access my account downloaded my O2 app can't even log into that very frustrating tried calling customer service only interested in money not my lack access can't wait to cancel my contract.”

Helpful Report

Posted 1 year ago

“I bought a sim at the Islington store and was told it would work in Norway and Switzerland. It didn't. I went to the store twice to get a refund but the 'right person' wasn't there to do it. I had to contact them via Snailmail when I got back to Australia and have not heard anything from them a month later. They make it so difficult to contact them. Fraudsters.”

Helpful Report

Posted 1 year ago

“My Samsung Galaxy Note 20 Ultra G5 displayed a black screen. Despite trying online and video repairs, none worked. I purchased a refurbished Galaxy Note 20 phone, but I needed a replacement SIM card. I contacted Virgin Media customer service, but the representative's foreign accent made communication difficult. The Virgin representative transferred me to O2 Services without any further explanation. However, the O2 customer service representative also had a strong foreign dialect as well, spoke too quickly, and unclearly without any good English diction or clarity. Also, they attempted to sell me additional services I did not require, leaving me feeling stressed and dissatisfied, and I'm still not connected to any network to any mobile link. I would not recommend either Virgin Media or O2 based on my unfortunate experience.”

Helpful Report

Posted 1 year ago

“I have been to an o2 virgin shop at Wandsworth southside to drop an equipment virgin box to the shop.I received the rudest treatment in my life in a shop from a customer service assistant who harassed me and threw yes threw the box outside the shop. The worst company with the worst service. Avoid like a plague.”

Helpful Report

Posted 1 year ago

“Very bad customer service. I called nearly 6 times in a day initially they switched me from virgin to o2 stating that my account is not belongs to them after 4 times switching in final attempt call connected to the O2 department and they keep on switching me from one team to another team at last I was transferred to the manager. He is a nice person. I explained everything to him , complained about the team members who didn’t have proper knowledge about customer details. Later, he transferred to the direct debit department. Again I explained everything to them. In the meantime, the call was disconnected after 1hr 18min of conversation and again I called O2 DD department when call got disconnected they didn’t even call me back and all these about my virgin account migrated to o2 without my concern and started getting troubles with the account & network . I called them personally to let them know about it , to raise a ticket & to set up a direct debit but no use even after 4hrs time spent. To the team : Very disappointed with the service, you people should understand the value of the time .If you don’t know then don’t join in the company. To the company : please make sure your HR team working properly or not . Here I am adding the screenshots of no’s call conversations which I called with the duration for your reference. I don’t know whether it will reach to the head of the department of the company or not but if it’s reach the right person I believe that at least next customers will not get these type of troubles again. Thank you .”

Helpful Report

Posted 1 year ago

“If I could have not even left a single star I would have done so . My phone account has been cancelled by 02 - they claim it was fraud but none of my families accounts were . I tried to get someone on line to help - kept getting the message that they are too busy -try again later . Went into their Oxford Street branch and was told that they were busy and I would have to wait 30 minutes to talk with someone . I use my phone both professionally and personally and completely rely on it . I needed to get back to office so said I could not wait that long so needed it sorted . They then called through to O2 and passed the phone to me , it was over 10 minutes before anyone answered . Within 5 minutes, I was told I was being out on hold whilst they reviewed and then cut me off . There was another 10 minutes of waiting whilst I tried again in 02 -no one cared or showed any interest in my predicament in the shop . It took forever when I did speak with someone ( I was in the shop for over an hour -when she asked if I wanted to log a complaint at the end I said no as I could not wait any longer ) . I was told that my phone would be reactived within 24 hours -we are on 25 hours and my phone still has not been sorted -what do I do -there remote service keeps saying call back later -can’t find a number to call anyone . I have 4 phones on my account and pay over £200 per month ( that does not included HP on phones ) , I will be moving at the first possible opportunity-leaving this post on as many social media sites as I can and will pass my message on far and wide -they just don’t care”

Helpful Report

Posted 1 year ago

“Hele slechte service 26 april opgezegd mijn router Retour gebracht Heinsberg o2shop Daar heb ik ook in de vestiging gekregen ze schrijven mij gewoon van de rekening af tot vandaag mijn € 135 nog niet terug ontvangen omdat hun zeggen ze vinden de route niet hallloooo ik heb een bevestiging waar alles opstaat Bel 100 keer gebeld en iedere keer krijg je iemand anders aan de lijn en niemand weet wat ze zeggen alleen ik moet geduld hebben dat kan toch niet dus mensen dan gewaarschuwd”

Helpful Report

Posted 1 year ago

“The customer service is terrible, I waiting to speak to someone for 45min, for them to take basic details, put me on hold to them cut me off after calling then for the 5th time. They are always having technical issues. Telling me that a payment was decline when it went through as I confirmed on my app and even called my bank. I've been with then for over 15years and the company is going down hill. I'll moving when my contract is done”

Helpful Report

Posted 1 year ago

“Worst customer service online. Extremely unhelpful and unprofessional staff, along with the slowest service. I am understanding of the wait due to how busy it is, but after 2 hours of staying on hold and finally speaking to staff, I expect to atleast be treated professionally. Despite spending half the day on my phone, I was not helped at all and was rudely hanged up by staff, claiming that they would call back in 2 minutes and yet I never got a call back and now I am left clueless and stuck with how to sort out my phone contract.”

Helpful Report

Posted 1 year ago

“I have made numerous complaints to o2 - all have just been ignored. My service is non existent- I joined o2 thinking it would be top service but I could not have been more wrong. There is no phone signal at all in my area and no 4G - despite it showing as so. I want to leave and go with a service that I can use. O2, please accept this as yet another complaint to look into as I will not stop until I get a response.”

Helpful Report

Posted 1 year ago

“Same as everyone can't get hold of anyone English over charging on bills the threatening letters”

Helpful Report

Posted 1 year ago

“Dear O2 Customer Service, I'm taking to social media to express my immense frustration and disappointment with the cancelation process I recently encountered. My attempt to cancel an unused Volt offer has been met with a series of roadblocks and a lack of resolution. The Volt offer, taken alongside a Virgin Media contract, was intended to offer cost savings through combined services. Despite my never utilizing the Volt offer, my attempts to cancel have been met with unnecessary complications. To make matters worse, my interaction with Aiza only added to the frustration. She informed me that the contract could not be canceled due to an alleged incorrect phone associated with the SIM. She was unable to escalate my concern to a manager or arrange for a manager to call me back. As a result, I am left feeling completely lost regarding the resolution of my expired contract. It is incredibly disheartening to encounter such obstacles when seeking assistance, especially when my intention is to discontinue a service that was never used. I urgently request that O2 address this matter promptly and take steps to improve the cancelation process. It is essential that your customer service is equipped to handle situations like mine, and that there is a clear path for resolution.”

Helpful Report

Posted 1 year ago

O2 is rated 1.4 based on 1,065 reviews