O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,090 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,090 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

“I have never experienced such appalling treatment from any company as I have with O2. I have been with them for years. Since 28th July 2025, when my service (and my wife’s) stopped working after following O2’s own migration process, my life has been turned upside down. I followed this process of advice received in store and on the call with multiple agents. For a month now I have been left with no working phone service – unable to reliably make or receive calls or texts. I had to purchase a EU virtual sim abroad just to reach family. This has caused huge distress and disruption to both my personal life and business. Clients can’t reach me, I can’t receive important messages, and I have been left completely stranded while abroad. During this period, O2 has: 1. Lied to me multiple times — promising follow-ups and resolutions that never came. 2. Hung up on me during calls when I pressed for answers. 3. Sent me boilerplate, copy-paste emails that ignored all the details I had provided. 4. Wrongly closed a complaint claiming they had spoken to me and resolved the issue — a complete fabrication. 5. Opened multiple complaint numbers instead of fixing the problem: • C-2908257167 • C-3107256997 • C-0508257082 6. Sent me a bill for £54, which I disputed and then paid under protest just to protect my credit record. Despite this, O2 still escalated me to a debt collection agency, causing further stress and humiliation. The emotional toll this has taken is severe. I have lost time, money, and peace of mind. I have spent hours chasing O2, repeating myself, and getting nowhere. Instead of helping, they have added to the distress with threats of passing me to debt agency (even though I paid and informed them in advance that I am happy to pay, but couldn’t as I have also been logged out of MyO2 App). This is not just poor service — it is negligence. O2 has failed at every level: technical, customer service, billing, and complaints handling. The complains handling is HORRENDOUS! They have shown no accountability and no care for the impact on their customers. If you are considering O2, think twice. They have left me without service for weeks, damaged my mental health, and harmed my business. I wouldn’t wish this experience on anyone I am completely lost in how to receive any help. I told them multiple times I cannot receive calls on my O2 number as it’s no longer working and their boilerplate replies insist they will email me and call me. Nothing!”

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Posted 15 hours ago

“Absolutely shocking service! I even had to connect to the WIFI to right review how sad is that! Pay for a service they don’t provide”

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Posted 1 week ago

“Very disappointed with the service I've been given considering I've been a loyal customer for over 10 years with numerous devices on my contract. And as such when contract runs out I will definitely be considering going with another service provider.”

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Posted 1 week ago

“A bad experiences putting it very mildly O2 must be the worst mobile network in the UK no customer service no help at the shop and a complete waste of time as the app doesn't work properly keep sending you to Virgin media also what they don't understand is the difference between a mobile phone and a dongle perhaps they should go back to school and learn the difference customer service does not exist if it does please let me know absolutely atrocious network”

Helpful Report

Posted 2 weeks ago

“What went wrong you ask? I think the correct question is what didn’t go wrong. I have been a customer of o2 for several years, and they successfully disappoint every single time. My worst experiences have always been with o2’s customer service. My dog could have solved my issues compared to the jobworths over the phone. I informed o2 I was moving abroad on several occasions, but apparently there is extreme difficulty in understanding that. 02 definitely teaches you that common sense is not so common and that bare minimum intelligence is not a flower which grows in every garden. A certain individual over the phone informed me the “only way” to cancel my UK phone number was to return to the UK and visit a UK store. As you can imagine, I thought it was sarcasm. After many phone calls I eventually managed to cancel my UK number and I am now with a different provider who actually has employees which have common sense.”

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Posted 1 month ago

“Don’t join O2. Been with them +20 years. Used to be good and the shop staff still are. But their online function is useless and calling them will make you so frustrated. Hours and hours of my life on hold listening to awful music to then talk to someone who does not speak English properly nor know anything and then get cut off.”

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Posted 1 month ago

“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.”

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Posted 1 month 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.”

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Posted 1 month 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 !”

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Posted 1 month ago

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

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Posted 2 months 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 2 months 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.”

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Posted 2 months 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 2 months 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 2 months 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 2 months 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 2 months ago

“Just wanted to sell me a new phone rubbish”

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Posted 2 months 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.”

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Posted 3 months 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 3 months ago

“Absolute Scam!!”

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Posted 3 months ago

O2 is rated 1.4 based on 1,090 reviews