O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,083 Reviews

9 %

of reviewers recommend O2

Company Reviews

Questions

Metrics

1.4

Based on 1,083 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

“Think they are bigger than the UK government and won't listen to anything you say, unless they are taking money from you than it's the easiest thing for them to process. Any complaints or anything else, they struggle to deal with. Honestly pick a better phone provider. O2 really do not care about you as a customer.”

Helpful Report

Posted 3 days ago

“I have been with 02 for 25 years. My income came in late and after I paid my bill on 04/07/25 instead of 30/06/25, the O2 declined to reinstate the service. On the day I paid the bill, O2 wrote me a note claiming that my out-off-allowance spend is barred and will not be able to spend outside of my current allowance until the bill is paid whereby the bill had already been cleared.”

Helpful Report

Posted 1 week ago

“Terrible unhelpful customer service. Total waste of my time of 30 minutes ! ! Asked two simple questions only. 1. How much data for EU left out of 25G? (not the general total data amount which I can easily see in my online account) 2. Why is the extra charge shown in my O2 online account which will be deducted from my bank next week? Simply answered to accept extra money taken out from my bank account first and then try to contact them at that time again to ask why ! ! And they can’t see EU data allowance left in my account. I need to know before I go EU again !”

Helpful Report

Posted 1 week ago

“Terrible customer service, takes ages to get through. The online chat is no better and most of the high street shops closed”

Helpful Report

Posted 1 week ago

“My service has been consistently going downhill. My husband is on Vodafone and he will be scrolling just fine on 5G where I am seeing no service. For this reason, I wanted to close my account. I went into a store to sort it all out - you cannot do this in store - absolutely wild! Cannot do anything via their online portal either. So I spent 15 mins waiting and 30 mins on the phone with someone trying to pay off and close my account. Was put on hold multiple times and then was about ready to pay (unreasonably slow to get their payment system up), then they unceremoniously hung up on me. Of course, they have not called back even though they very obviously have my phone number. Glad I wasted 45 mins of my life and now I have to waste much more just to get away from this horribly run company.”

Helpful Report

Posted 1 week ago

“I am writing to express my deep dissatisfaction and frustration regarding an unresolved issue of fraud involving my O2 account, and the extremely poor level of customer service I have received. I contacted your support team multiple times to report that I was a victim of fraud. The scammers gained access to my personal information, including my bank details, O2 account password, and security questions. They used this information to open three unauthorized contracts under my name through O2. I explained this situation several times via phone calls, clearly stating that I had no involvement in opening those contracts and that I had been scammed. Each time I was told that someone would call me back within 48 hours — but now a month has passed, and I have not received a single update or phone call from your team. To make matters worse, I was informed that my initial claim was closed due to “lack of evidence”. This is completely unacceptable, as no one from O2 ever contacted me to ask for any evidence. I had to call again to reopen a new claim, and once again — no follow-up, no updates, no calls. This level of negligence and lack of support is shocking, especially from a company like O2. As a victim of fraud, I expected empathy, timely responses, and a proper investigation. Instead, I have been ignored, and my case has been mishandled. I demand immediate attention to this matter, a proper investigation, and a full resolution of my claim. I also expect a formal apology and compensation for the stress and inconvenience caused by this prolonged and unacceptable experience. I hope to hear from you urgently. If I do not receive a response soon, I will be forced to escalate this complaint to the relevant ombudsman and consumer protection services.”

Helpful Report

Posted 2 weeks ago

“Customer service appalling. When one eventually gets through to a human being they can never resolve an issue (in my case a non existent signal) so they keep you listening to music and then they cut the call off. I live 10 miles from the centre London but you would think that I was on top of Ben Nevis. I just don't believe their claims of 99% nationwide coverage.”

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Posted 3 weeks ago

“Am out of contract and have been trying to leave them for months. Keep saying they'll call me back. Never do.”

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Posted 3 weeks ago

“Don't really know where to begin! 13 hours on the phone to their call centre in the space of 5 days!, and still no further on, constant lies with "i will get someone to ring you back" totally misinformed staff, incompetence at its finest, never dealt with anything so bad in my life, I've cried, I've lost my temperature with usless call staff, unable to understand their accent, I could write a book on what I have been through this week with this company.. avoid avoid avoid! I'm am trapped in a contract so im stuck with them 😔”

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Posted 3 weeks ago

“Would give 0 stars if I could. Phone hasn't been connected to the network since the end of May. I've had to call 5 times off a different phone to be lied to about the problem and then any potential resolutions. Even then when agreed to a resolution I have heard nothing and had to contact them again. All still not got a working phone weeks after it first happened. By the way, they are still happy to collect the money each month despite not providing a service for that money. DO NOT USE O2!!”

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Posted 4 weeks ago

“Just wanted to sell me a new phone rubbish”

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Posted 1 month ago

“I am elderly lady. I tried on line to replace my I phone Apple 7 with a more up to date one. Most of the time I could not understand what staff member was saying. I was put through to three different people. 90 mins later I though I had made it clear that I just wanted a newer version. Two days later I ended up with a SAMSUNG GALAXY !!!!!!!!!!!! Android Help. Help. I rang again. Brid not open package. I tried ringing Management. Still the same. I could not understand their speech I am so worried and exhausted.”

Helpful Report

Posted 1 month ago

“awful customer care with call centre staff with no knowledge and experience. They are rude and cut you off if they cant resolve your issue. Avoid at all costs. Trust pilot gives them 1 star from 19k reviews.”

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Posted 1 month ago

“Absolute Scam!!”

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Posted 1 month ago

“1 day late with my bill. Called up and paid, phones are still barred from use. Been with them 25 years.. worst service and worst people I’ve ever had to speak to”

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Posted 2 months ago

“I would give zero stars if I could. O2 have ALLOWED someone who stole my phone to change network! All that person had to do was text "PAC" from the phone and o2 provided a code for them to change it. They did ZERO security checks, they did NOT confirm with account holder! And because the phone was on contract, I now have the rest of the phone to pay off BECAUSE THEY LET SOMEONE STEAL AND CHANGE IT! Now they're ignoring my emails, they have BREACHED my data protection, which they know tbey have and "apologised" for and briefly got the fraud team on it, but they did nothing about it and have since just passed it on to debt collectors because they claim its a police matter! Absolutely disgusting. I will NEVER trust o2 ever again!”

Helpful Report

Posted 2 months ago

“I have been a lifelong O2 customer. In 2022, I took out a contract, and it has turned out to be the worst decision I've ever made. I have spent years on the phone trying to get basic issues resolved. Since July 22, 2023, I have been trying to update my account after they replaced my phone due to a fault, switching from the S21 Ultra to the S23. Now, as I need to make an insurance claim in January 2025, I have been informed that my account has still not been updated—despite being assured that it would be done before the replacement and several times since then. As of today, I have made over 400 hours of phone calls to O2 and still have not resolved the issue. They raise complaints but fail to take action, escalate issues without follow-through, close complaints without addressing them, and promise call-backs that never happen. I've been paying for insurance for four years, but I can't use it because their customer service agents are the most incompetent I have ever encountered. The signal is poor or non-existent wherever I go. There are many other instances illustrating why this is the worst company, but I fear this message would exceed the available space if I included them all.”

Helpful Report

Posted 2 months ago

“Rang to add data to my account as home broadband on the blink and therefore using more data. Could only add 100mb through O2 app. Advisor wouldn’t add bolt on, only tried up sell me new contract at double the price of my current pay monthly plan. Dreadful service and so time consuming for no positive outcome Will change providers.”

Helpful Report

Posted 2 months ago

“Took my number of my old phone and will not/can not get it onto my new contract phone. I have cancer, just had 2 major heart ops, they don't give a toss. Also being charged for a contract that i can't bloody use!!!! useless. Am going to cancel contract tomorrow.”

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Posted 2 months ago

“My o2 is in my partner’s name I’ve been on the account as a named person for 17 years , who can discuss the account because it’s my phone I pay it I even have password but today I’m trying upgrade and there telling me I’m not on the account got very aggravated because in the morning I spoke to a lovely woman about upgrades but they had system issues so now I’m leaving o2 not very good customer service or operators”

Helpful Report

Posted 3 months ago

O2 is rated 1.4 based on 1,083 reviews