O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,092 Reviews

9 %

of reviewers recommend O2

Company Reviews

Questions

Metrics

1.4

Based on 1,092 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

“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 7 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 7 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 7 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 7 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

“Would not allow me to fit a data cap on my business mobiles now my managers run up huge bills I cant control”

Helpful Report

Posted 7 years ago

“We switched a corporate contract (45 phones) from EE a few months ago and we are really regretting it. The service is really poor - frequent dropped call, text messages and voicemails delayed by hours, voice calls which suddenly warp into almost comical deep, slow tones and an inability to send text messages using wifi calling. I have just tried to express my frustration to their customer services and got nowhere.”

Helpful Report

Posted 7 years ago

“Everything possible will not be going back too 02 ever again”

Helpful Report

Posted 7 years ago

“Irresponsible and unprofessional network who doesn’t care about their customers. I was a loyal O2 customer for a long time. A few days ago, I upgraded my plan and kept everything the same. After the upgrade, my onscreen voicemail stopped working. I contacted O2 CS, after a long waste of time on the phone, they informed me that they made some changes, so it will take 24 hours to active this. The next morning I had no service. I tried calling my number and it was saying that the number doesn’t exist! I called this useless company again. They said, there is a techical issue with your number which will be resolved within 5 days. O2 must he absolutely mad thinking that they could get away with first switching me off because one of their unintelligent staff didn’t have a clue what he was doing, secondly instead of apologising and getting this resolved they told me that I would have to wait for 5 working days. I called them up after 3 days of not having my phone and told them to cancel my contact. I would never come back to this irresponsible company again and I will be making a complaint to the ombudsman and reporting them to watchdog. Avoid them, unless you want to be left without a phone one day.”

Helpful Report

Posted 7 years ago

“I have a very bad experience with o2 as me and my husband was join o2 seens around February, the plan we was join is £20 a month per phone per month but every month o2 is over changed , I am going to contact my bank tomorrow to stop any transaction to o2 from tomorrow,as I went to the Abbey center (where I was started my contract ) few times already , every times the manager said that problem is sorted but the next bill coming is having the same problem, will never recommend this company to any of my friends and family , and my number was stop for two weeks in the beginning because of the girls that work there had make a mistake with the date ! So all I get seens I join o2 is mistake after mistake, that is a joke!!!!”

Helpful Report

Posted 7 years ago

“Poor O2 service regarding Nuisance texts and calls Currently some mobile handsets such as Samsung devices do not have blocking of nuisance texting and voicemails. Even when devices such as Smartphones have a blocking facility the offending call goes to voicemail and the nuisance text still gets through to 'spam'. Therefore the nuisance caller thinks they can still communicate with ther recipient. Users can approach their network provider such as O2 to delete their number and replace it with a new number. O2 claims that this makes the number 'dead' and no one can communicate further with it. What they do not say is that although voicecalls state 'number cannot be connected', the nuisance caller can still send texts to the number even if the number has been 'deleted'. Therefore even if the user does not receive the text, it means the sender thinks it has gotten through. This puts the recipient at risk if it is a stalker. O2 refuses to change their policy. This requires petitioning your MP to resolve this issue. This has completely put me off O2. I will be looking to obtain a BT sim instead. BT enables users to block nuisance texts and calls.”

Helpful Report

Posted 7 years ago

“they lie about coverage and cheat to get paid they are thives and steal your money by saying a phone will work when ig won't”

Helpful Report

Posted 7 years ago

“bought a phone from O2 ,due for delivery Monday ,delivery delayed !!! Rang up told it would be delivered Tuesday ,Guess what delivery delayed !! Does anyone know what they are doing at O2? SPENT 40 MINUTES ON PHONE TRYING TO SORT THIS OUT STILL NON THE WISER!!! Order number ms-309928718”

Helpful Report

Posted 7 years ago

“The WORST provider and the WORST customer service! I'm VERYYYY DISAPPOINTED! They are VERYYY improfessionnel! Even when I decided to change the provider, I have a trouble to unlock my mobile which I bought from them 3 years ago. I have been struggling for a month with their customer services by phone and live chat! They can't understand the issue, and even if they do, they don't act to resolve it. I REALLY regret I have bought my phone from them!!! It's really annoying and frustrating dealing with them!”

Helpful Report

Posted 7 years ago

“Hi, just to warn you, I experienced extortion of money from o2 after finishing 12 months contract. I decided to leave them, when o2 refuse to pay cashback, which make looks my deal overpriced for one year. after 2 months since transferred my number to Giff Gaff, still keep receiving bills and have to explain several staff members that everything was paid. every time appologize and assure me that is sorted now. today I received reminder letter with threats!! and my case is still not solved. think twice before join o2. Giff Gaff is cheaper version with same coverage, as is no live support team. believe me, it's twice better then o2 customer service!”

Helpful Report

Posted 7 years ago

“O2 customer advisor searched for the solution on Google. Totally untrained stuff. Very poor quality of network /signal/data and it is expansive. Worse customer support! I spent today 49min48sec on the phone with an O2 advisor to solve a small problem ( 0345 number goes straight to my voicemail stopping me from banking ). The O2 advisor went on Google to search for the solution !! And problem is not solved and i have to wait for 24 hours for the technical team to get back to me!!!Plus this Lady argued with me which is the worse for being in customer service !! Ridicules!!! I have been with o2 for 10 years and this is not the 1st time it happened in the last year. im very disappointed!”

Helpful Report

Posted 7 years ago

“I bought a sony experia xa1 ultra from a o2 shop and had it unlocked by o2 so that i could use my old sim card after a few months the phone developed faults and i sent it back to the o2 for repair, they repaired it but they had locked it back to their network i was not told that this would happen so i was not sure what was wrong with my phone when i received it back. After getting multiply codes from o2 to try and unlock my phone it ended up locking the handset and i can no longer use it as a phone i rang they up many times trying to get the correct code to unlock my phone and each time i was told a code would be sent to your email withing 72 hours or 7 days or within the hour and each time they never sent a code. They eventually sent me out a replacement phone but it was the wrong model so i sent it back for the correct model phone. They sent my out a damaged reconditioned phone with a pickle out in the centre of the screen. I rang them us spoke to a manager and they told my that they could not send me out another phone and that they could not send me out an unlatching code for my phone because it had never had a o2 sim in it and told my to fix it my self or speak to sony. all this was over 7-8 weeks of me being patient and waiting the times they said. Its the worst customer service i have ever had and would never be with o2 again and would never recommend they to any one.”

Helpful Report

Posted 7 years ago

“To purchase a phone with a guarantee that I will have service at my home location, all good to start with but then no signal unable to make or receive calls, originally was told no problems in area, finally after multiple enquiries from me I was told that there was a mast down and the engineers are working on it, for over 2 months now. I have missed important calls from hospital and other urgent messages calls dropping out. Then I finally got to talk a manager Julian a who explained all to me, she said that O2 do not guarantee coverage and that my calls were affected by my house as it was made of brick.... wow that's so efficient of her, specially as my problems were so erratic perhaps my house bricks change with weather, temperature, or for some other reason, fed up with being lied to misled and treated like an idiot, good old O2 least you made me laugh.”

Helpful Report

Posted 7 years ago

O2 is rated 1.4 based on 1,092 reviews