“Customer service don't know how to deal with a client. I called 3 months after my contract finished and told them to close the contract. They said they everything is done only to find out I need to pay another month for nothing. Called customer service every month they said everything is closed....anyway in the end they force me to pay the amount for another month, just gor nothing... very very very bad experience with them.”
“To be honest this should be zero stars if there even was that option. Tried, for the second time, to cancel son’s broken, data only, phone having just paid the outstanding amount . Despite providing name on the account ( myself ) account nr, account bill, make of phone and phone nr I was told I failed security questions ! It beggars belief and am absolutely appalled ! O2, esp right now when in these uncertain times we all have to step up ( and I have signed up to go back to work even though I’m slightly terrified ) ought to really mind their customer service and really not be seen as unscrupulously making money at all cost !!!”
“Refund 1st payment on 02 app made 14/2 said it was declined so waited few hours paid again it went through. You took two payments in the end one on 14/2 15.35 then another 15/2 00.41 hours. Phoned 5 times once on hold and on call for 1hr 12 minutes been to store to resolve 3 times they called customer service promised callback on 2 occassions between 6-8pm and still nothing. You have advised you have botH payments on payment to trace email have this as evidence WHY WONT YOU REFUND NOT STAYING WITH YOU END OF CONTRACT AND THEIR ARE 2 IN THIS HOUSEHOLD”
“after spending time trying to resolve a simple problem using online chat help I was asked to provide an answer to the security question. It would not be a problem If I knew the question. I was informed they cannot provide security question but they needed the answer for verification purposes. I was told they cannot help me. I then phoned O2 customer service and they told me straight away what was the question but they could not help me either because my account was locked and required my phone to be active in order to proceed. The new sim has not arrived yet and therefore, I cannot do until I get the sim.
I have an account for personal use. I cannot imagine relying on such a service if I was a business customer.”
“I recently purchased an iPhone 11 Pro from 02. The problems I suffered were severe coverage issues. I work all over south and south west London and I could never use the phone to it’s full potential but I tried the phone with an EE sim and it was fine! But with 02 apps would work extremely slowly, I would loose 4G connection routinely and during calls the quality was awful, So I contacted 02 via their online chat and they recommended I’d get a replacement SIM card so I did but yet the issues were still present.
So again I contacted 02 via their online chat. They recommended I send the phone off for repair and spare phone would be available but I would’ve needed to pay a deposit for a basic phone, but I said the phone is fine with an EE sim, But they wouldn’t budge from the script. They would only offer a repair, if that didn’t work then it would be a replacement, albeit a refurbished one.
So after 3 hours trying to talk to someone sensible I gave up and next day I phoned 02 Instead and managed to speak to someone who was more better at their job, then without fuss offered me a replacement handset which was brand new and I accepted.
I gave the new phone a week but yet the problems still persisted, I was gutted so I phoned back and they did not argue at all in this case, they offered to take the phone back and gave me two options, let me take a new phone from a different manufacturer or cancel my line which I opted for. I was about 7 weeks into the contract.
The biggest mistake I made was contacting o2 via online chat, They were extremely unhelpful and would not help at all, at one point the chat agent said “ we’re going around in circles”
If you are a customer of 02, phone instead the call centre agents are far more understanding and helpful and it seems they more authority in what they can do.”
“o2 have been deducting various payments from my bank account, but were however unable to identify why these payments were being deducted, and repeatedly asked me to provide a GED code from bank in order for them to identify the payments.
My bank explained that they do not have a GED code however o2 kept insisting that I had to provide this.
o2 tried to tell me that the payments that were deducted were for my pay as you go phone and I had used my card to top up. I do not not have a pay as you go phone.
My bank identified that o2 had tried to take 4 payments from my account over the course of 5 days. In the end, after hours of back and fourth conversations, I had to cancel my debit card and log a case of fraud with my bank as o2 provided me with no help at all.
The level of customer service provided from o2 was appalling, impersonal, and at times quite difficult. So much so that I am considering leaving my o2 monthly contract and moving to another provider.”
“Sadly the lovely new smartphone I bought was locked to O2 . As I only wanted to do a bit of online shopping the O2 tariff is £1 every time I use data . EE or Vodaphone charge a penny or two . The new phone went in the bin .”
“I want a refund back for my phone what I bought in September and sent it back twice for repair and now saying they are not refunding me because its damaged so I'm waiting for my phone get delivered back and taking it traded standard with my both receipts I've had to buy a new phone not happy with the attitude its only 4 mths old should have warranty and you should send me a new phone or refund making something up to not give me a replacement a new phone or my money back”
“Internet literally doesn't work on O2 when you are in slightly crowded city centre area in Liverpool.
I admit that signal coverage is not bad but when internet doesn't work, what would I do with signal.
I dug deeper into O2's bandwidth, current bandwidth is simply not enough to serve huge amount if users that O2 has. I believe Ofcom should use its power to stop O2 from signing new customers until 5G is more widely available and/or until frequency refarming (using 2G/3G frequencies for 4G services) is completed.
I ended my contract and paid £144 but it worth every penny, now with another operator and I have working internet once again.”
“Ordered a phone that got sent to the wrong address and when trying to correct this their customer service is an absolute joke. Don’t touch with barge pole! They don’t know the meaning of the word service, or indeed customer!”
“I found a phone in the street in Derby, a Galaxy X10, I tried to contact the owner but the phone had already been blocked. Knowing it was on the O2 network I took it into their store in the Intu centre Derby, the staff were pleasant enough, but when I told them I had found one of their customers phones, they said that It wasn't for them to accept the phone and to trace the owner and to take it to the local police station.With the help of a friend I managed to reunite the phone with the owner, It turned out to be her business phone with all her information on it. I'm just wondering why a multi million pound company can sell a phone worth several hundred pounds and then not even be bothered to help trace the owner, it cannot be that difficult to contact them and ask them to collect from the store, rather than let a stranger walk away with it and sort it out for them!”
“The worst billing issues, struggling hard to sort out the issues, called couple of times to the customer service. They are least bothered to resolve the issue and top of it they will disconnect the services if we didn't pay the bill as it is not sorted out. I need to wait for the call to get connected every time and spend lot of time with customer service to explain the same issue again and again.
Each and every time they are telling the same story that in your next bill it will be sorted but not . so stupid things happening and more over my credit history is affecting because of missed payments with huge bill went into wrong account and never sorted immediately.”
“Simply, if you go with them expect several daily issues with network. Extremely slow in best case scenario, usually just drops constantly, this is business for or private. They have no solution to solve this issue”
“I had a one year nightmare with O2 who have quite possibly the worst administrative organisation ever known which has to be experienced to be believed. Everything is fine as nothing goes wrong with your account - just pray that it never does. I can't begin to list all the bungling inefficiency I was forced to witness. Also don't expect them to give you the right information because they may not and my experience was they took zero responsibility whatsoever for their telephone operatives giving me completely the wrong information.”
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