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O2 Reviews

1.4 Rating 901 Reviews

9 %

of reviewers recommend O2

Company Reviews

1.4

Based on 901 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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O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

35

Anonymous

Anonymous // 01/01/2019

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

“I just wanted a returns label or just email it to me. But no over a week of to and fro been hang up on after an hour of trying to see if they can email it to me while still billing me for a phone they have disconnected appalling service appalling customer care I will see you in court”

Posted 4 days ago

“Appalling customer service. I would leave zero stars but had to select 1. The third party company these are recycling phones for Switch Up are ripping customers off. Hours and hours of calls and I cannot get past level 1 customer services which sounds like it is based in a foreign call centre. They refuse to provide details for head office. 2 online complaint forms completed to no avail. I have 2 more weeks before Ofcom can deal with my complaint. DO NOT SIGN UP TO O2!!!”

Posted 5 days ago

“O2 issued an upgrade Iwatch with known network issues at the beginning of Jan 2024 here we are on the 1st April with out a working product from O2 Do not use O2”

Posted 5 days ago

“I have been with 02 for 26 years. However after trying to upgrade three times and still awaiting a confirmation email after 4 phone calls, I have decided to go elsewhere. I have sent 2 complaint emails, neither have been responded to and I just can’t believe how bad the customer service actually is. Unfortunately I will be only one of many to leave if you treat all your customers the same. I have 2 other business phones with 02, I will be also cancelling the contract on them as well. Good luck you’re going to need it!!”

Posted 1 week ago

“No stars would be my actual choice. I tried to upgrade, cut off after agreeing a contract price. Got a call back agreed a price confirmed (with Blue Light discount) went to make the upfront payment - again cut-off, this time no call back. So, I had to ring back only to speak with a different advisor, who gave me a higher price - telling me that I could not have been offered my original price (easily confirmed by listening to the call recording - that I asked to be checked). I have been an O2 customer in its various incarnations with 2 accounts for 31 years and have never experienced such shoddy customer service or ever been called a liar. I could not speak to a manager and when I asked for customer concerns I was thanked for choosing O2 (not sure if that was sarcasm) and passed not to customer concerns, but to another customer service advisor who asked me to verify my account, again, as I had been transferred without information and that it would take up to 48 hours to get a call back to discuss my complaint. I then get an email a few hours later which had the Pre-Contract Agreement generated from my first call, that I was told never happened!! One-and-a-half hours wasted and being accused of uttering falsehoods to boot. O2 should be reported to the Advertising Standards Agency for misrepresenting customers by stating they have customer service.”

Posted 1 week ago

“I don't want to go through it all again,but I am sure a great many of 02's elderly customers will have the same story to tell.At the start,over seven years ago,I could go to the city centre O2 shop,where a team of friendly,knowledgeable and courteous young people sorted out any problems,and educated me..as far as I could be educated in computer speak.The shop was closed down.From then on,the problems the shop team dealt with as molehills became mountains.From a shocking £700 Bill out of the damned 02 blue for exceeding a quota of which I knew nothing,and which amounted to a few hours excess usage( which was cancelled after much time consuming and harassing attempts that resulted in my having to go to A&E for blackouts) things went quiet...for a while.Then I asked for a replacement tablet,explaining carefully that I did NOT require any device that would raise my monthly payments by more than ten or twelve pounds,that I used the services only for a very moderate number of calls( two mobile numbers) and the tablet for browsing.,for research purposes,for You Tube ( mainly music and news updates)...no " streaming" or anything else whatsoever.My next bill was well in excess of the limit I had set ,and which the " advisor" had assured me would be adhered to.Looking carefully over my billing history,I saw that I had TWO " Small Biz' accounts ,and an allocation of 500GB.Does )2 actually KNOW what it's CUSTOMERS understand by the designation" customer advisor"....or does it just employ a host of fast-pattering,half-deaf ,half-educated ,bored,communicatio-unfriendly desperates from the nearest jobcentre? I am now resolved to GET OUT of this ghastly service-free stranglehold ,since even a message direct to its CEO has done NOTHING to break its placid dismissive,contemptuous incompetence,and all I have received is a single message from its " Complaints Resolution Team" ...who,with all their expertise team work,had nothingbto say except that they noted that I had " not provided my account information"....andvthisvcould cause delay in dealing with my complaint.I HAD provided my ACCOUNT NUMBER.They were just in too much of a hurry to throw the matter in the bin even to SEE IT. I am now taking the matter up with my Member of Parliament. 02's management needs to bevremindedvthat its customers are CITIZENS as well as a source of profit in return for a"SELL IT AND SOD THEM" attitude.I would advise anyone who has problems with them to do the same....though,out of courtesy,and to give their management at least an opportunity to deal sanely and decently with their customers...it just MIGHT jolt their " management" if complainants could start with their CEO....one Lutz Schueler whose e-mail address is listed,but who ,it seems,puts unwarranted trust in his company's "Complaints Resolution Team"....from which I have not had a single update...or apology...for a month now.Good luck with THAT.”

Posted 1 week ago

“There's a reason that the reviews here are so bad! Have spent 5 hours in an O2 store, 4 hours online. I have been cut off 8 or 9 times and had different advice with no conclusion from at least 12 different customer service (ha!ha!) representatives. Shocking, frustrating, difficult and terrible service. Without impunity they wash their hands of the mess they create from their 'advice' - How can anyone run a business like this and get away with it Grrrrr!”

Posted 1 week ago

“I would give 0 stars if I could. Absolutely horrendous customer service. They couldn't do a simple transfer of my existing number to their sim. It took months of waiting hours on hold with their various departments, then being told it would be solved in 24 hours/ 3 days/ 5 days/ etc. Then I never heard from them again until I phoned and waited an hour in the queue. They actually never got it to work, so I cancelled the contract and demanded a refund. Incompetent is putting it nicely. I'm currently on hold to complain about their complaints system. I can't believe they are still in business.”

Posted 2 weeks ago

“If I could give 02 no stars I would If I could give 02 no stars I would. I've spent a total of five hours on the phone to them trying to resolve a problem with a contract I was mis-sold (I was told I was being sent a free pay-as-you-go SIM when actually they set up a monthly contact!) Long story short, they eventually agreed to cancel this contract and refund what I had paid them. They sent me a check for £6.78 instead of £92.30. When I rang yet again, after an hour on hold, I was told I had been charged an early termination fee and that's why I had only received £6.78. I asked to speak to a manager and was told they were busy and would contact me later in the day. Another lie. Rang again, related the same story, was told I'd been sent a cheque to refund me within 5 working days. Another lie. Rang them again and was told they would credit my other 02 account with the money the owed me. Well let's see what happens this time! . Nothing I suspect. As soon as my two existing contracts are up I'm switching to EE. Do not take out a contract with this pathetic excuse for a company.”

Posted 2 weeks ago

“I have literally emailed 6 times to the email address they provide and no contact. It’s been a month. I rang on Monday and was on hold what that seemed like forever and I was cut off. I rang again and I was told a manager wasn’t available but would ring me within an hour. 5 days later and still waiting. Shocking! I can’t wait for my contract to end and I will never recommend them to anyone”

Posted 2 weeks ago

“Had high expectations about getting Virgin Fibre but unfortunately they fell well short, was also sold a O2 sim only contract through Virgin Media, should have been 100 gb data only got 50 gb, Virgin have since cancelled my Virgin Media account as they are unable to provide a service to my address ( after keeping me hanging for 4 months) asked them to also cancel the sim only O2 SIM card, which never happened, phoned up O2 today to get them cancel it, 50 mins on the phone spoke to 5 different people, fobbed off by all of them demanding £150+ to cancel my contract, even though they have failed to provide the deal I signed up too. O2 data speed is also extremely slow compared to other networks”

Posted 2 weeks ago

“Won’t use o2 again. Phone broke , in O2 shop for nearly an hour told to go home reboot . I’m a pensio er and no help at all. Daughter sorted a new phone for me should have arrived yesterday , still waiting . In a queue so put phone down. No phone today going to Sky as cheaper anyway . Loyalty stands for nothing , all about money still no phone from02 !”

Posted 2 weeks ago

“Can't get to speak to anyone and my bill has charges that make no sense”

Posted 2 weeks ago

“Customer service is absolutely shocking, wrong numbers to call on website which take you on endless automated loops. Live chats that do not work, call lines the take multiple HOURS on hold. Appalling would never recommend and will be changing as soon as contract is up.”

Posted 2 weeks ago

“Since 1 April I have been trying to port my old business number to the new o2 sim and have had no updates from o2, since the beginning I called the second day to customer service and spent time explaining, that nothing happened. I lost my many business calls and other things. It's really horrible that company keep Taking payment and not doing anything When I asked to stop service and give my old number back they send me early termination bill”

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

Posted 2 weeks ago

“disgusting customer service and very expensive will be leaving when contract ends ..do not use 02”

Posted 2 weeks ago

“I cancelled my contract omwith 02. I Spoke to so many people on the phone and they reassured me that it has been cancelled now I don’t get why the debt letters keep coming through the post. This is ridiculous. they are sending me letters saying i need to pay. They are scams! Would advise to stay away from 02 network!”

Posted 3 weeks ago

“I have told these onanists for the past 6 months that the person to whom they send letters "Mr X" does not life at our address. I have returned 12 letters with not at this address. Made 2 phone calls. Sent 3 letters by separate post. Sent 9 e mails to 02 complaints. I have complained to the Ombudsman and told them, 02 this providing reference number. All of these have been ignored and they are now sending debt letters for "Mr X". Both my wife and I have health issues yet this company continues their harassment. DO USE THIS COMPANY.”

Posted 4 weeks ago

“Didn't give me ear buds offered with contract. Custer service rubbish. Used live chat, Phone and email.”

Posted 4 weeks ago

“Nearly 2 months ago, O2 switched me to their new billing system. This resulted in their app and website showing me incorrect outstanding balance totals, effectively saying zero is outstanding. I queried this with customer service via live chat and phone where I was repeatedly told and assured it is correct and no payments are needed, and that also all my direct debits are cancelled. A week later, a payment goes out of my bank via DD. I call O2 back to query this and they can’t give me an answer, but did say that the DD’s were not cancelled but they will do that now. Despite me being told previously they were cancelled. At this point, the app and website were still incorrect and even getting worse, with constant errors when accessing my accounts, so I couldn’t see my bills or any information. I decided to raise a complaint via phone, and was told I’d receive a response within 48 hours, as the complaints team are not available via phone!! 48 hours passed and no response. I called back and was informed I was told incorrectly and that it would be 5-7 days. I waited a further week or so, and still no response. I sent a further complaint, this time directly via email to their complaints team. Nearly 2 months later, still no response to the complaint at all. I continued to call customer service to raise the issues around payments, direct debits, and the app/website. Throughout all of this, I’d had nothing but constant issues with their support team: telling me incorrect information, transferring me to the wrong departments, some being rude, many of them just hanging up, or being on hold for 1.5 hours+ then cut off, or waiting to be put through for an hour then their lines closing and cutting me off. I decided to request they cancel my accounts on the basis they haven’t kept to their complaints policy, nor am I able to get anywhere with the support teams at all. This resulted in lots of back-and-forth, being hung up on, rude staff etc, until eventually one guy agreed it was an awful experience and agreed to cancel my accounts and said that I can set up a payment plan to cover the remaining device payments. With the accounts now cancelled, I’ve still had no response to any of my complaints, and now calling to arrange a payment plan, I was put on hold for 2 hours then someone answered and put the phone down. Calling back, so far been on-hold for a further 45 minutes and still not through to anyone. So now I have a huge outstanding bill that, as agreed, should be put into a payment plan, but cannot be as I cannot speak to anyone about it. Awful company, the absolute worst. Unbelievable no-one can deal with complaints on the phone, and even worse that they do not respond to complaints at all seemingly, and the support team just hang up on you constantly. At one point I asked to speak to a manager, which as per their complaints policy I’m entitled to do and they have to put me through, but was told “I cannot put you through as they are busy doing work” - bearing in mind at this point I’d been on the phone with O2 for 8 hours with constantly being hung up on. Well, Mr O2 support, I should be doing work too, but cannot as I am sat on the phone with you. Absolutely rude.”

Posted 1 month ago

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O2 is rated 1.4 based on 901 reviews