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O2 Reviews

1.4 Rating 884 Reviews

9 %

of reviewers recommend O2

Company Reviews

1.4

Based on 884 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 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 25th March 2024

O2 1 star review on 14th March 2024

28

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 23 hours 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 1 week ago

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

Posted 1 week 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 week ago

“Hi, everyone. Before you do a contract with o2, please check the o2 reviews . I had a contract with an o2 network, and our contract deal was £35 a month, but o2 was charging me £65 a month. I contacted o2 costomer Service 3 times, and they said, "Oh, we are so sorry, we will put cap on it ." It's will never happen again. If you put a cap on , and then if you make a call abroad, even by mistake, it's not go through because you have a cap on. That's what the cap on will do. The next month, they still changed me £65 , I went to the store because I was tired of calling online customer service, and I thought they would help me to stop this. In the store, they told me the same things. Oh, we are so so sorry about I will put a cap on right now, and it's never happened again, and I said I already have a cap on why it's happened again, the man told me that they didn't put it cap on properly. The next month, the same things again 65£ charged, and I went to the store to the same person. He was looking to his computer for about 10 minutes and finally he said that he couldn't do anything , so I decided to cancel my contract which I did and I'm receiving a lot of emails and letters from o2 . They are saying the next step will be court, and I'm waiting for that to happen because me and my team will take o2 company down. We have so many proves that o2 company is always charged over amount. About 10 old age people we have, which is easy to overcharge, and o2 charging them, poor people don't even know. Many more people like this we have, which has overcharged . So we are waiting. What will o2 do if they don't do anything, we will take action, and if me and, my team, are successful in this process, Then that's what we will do for leaving to help everyone who gets scams by the network providers.”

Posted 1 week ago

“Absolutely useless and incompetent. I opened an account some years ago for my son and this contract ended last year Nov time. He then asked to transfer the account into his own name on a new sim only contract which they apparently did and the old number was discontinued, we then received a demand for payment even though the old account had been closed and disconnected, they then refused to transfer the account until we settled which we sis, we then receive demands from Moorcroft debt recovery for a pathetic sum of £10.50 ???, we then called again and they said there had been a mistake and the case was dropped, he than had use of the new account and all seemed well, i then received yet more demands for a payment of now £14.50 on this dead account that was no longer in use, i complained and was once again promised it had been rectified, i had since opened a dispute through Resolver and uploaded all my evidence along with my complaint and was promised 7 days in which they would contact me, that was 2 months ago and i have heard nothing but have since received yet another demand from Moorcroft debt recovery for a new bill of now £16.17 ???. I owe this pathetic company absolutely nothing and in fact was refunded for overpayments after paying for their fictitious bills. Steer well clear..”

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

O2 1 star review on 5th April 2024

Posted 1 week ago

“Been with last 5yrs but needed today to go into local branch in Shrewsbury, which had given a great service previously. That branch is now closed. So next is Telford phoned them and out of order, so phoned helpline who said it was the correct number. So phoned Wolverhampton who answered immediately the company going through a franchise and there is no phone at Telford branch. Very sad that this is so awful a service now as really respected/appreciated the Shrewsbury team who were always on top of any issue I had presented with. They were experienced , patient, friendly, and gave service with a smile.”

Posted 1 week ago

“If you're thinking about getting home wifi in Germany or Berlin, stay away from O2. Here's why: This company operates as if it's above the law in Germany, completely ignoring customer complaints and failing to deliver promised services. Just take a look at their online reviews. They continue their poor business practices without any real consequences. It is quite remarkable that the German government continues to allow such a malevolent company to operate with such disgracefully poor business practices. I signed up for home wifi with O2 in Berlin back in June 2023. The installation technician never showed up on the agreed date. I tried everything to fix the situation – visiting their store, lodging complaints online, and calling their hotline. Nothing worked. I couldn't even reschedule the installation. Then, to make matters worse, they started charging me for the installation and monthly service fees without providing any service. This has been going on for over ten months. No one at the company seems interested in resolving the issue. Instead, they've decided to send their lawyers after me for payment of services they never provided. Honestly, dealing with O2 has been a nightmare. Their lack of responsibility and customer service is shocking. I strongly advise against using their services. Save yourself the hassle and look elsewhere for your needs.”

Posted 1 week ago

“Customer service is awfull.id would like to know whose training these people.they havent a clue.i was scammed in february,was sent an iphone and apple watch i ddnt order .tryin to explain all this to the fools that work there and they dont understand.they had the cheek to take money from my bank they had set direct debit on my behalf .my bank reinbursed me the following day .there telling me i have 4 seperate bills to pay which i wont be doin .i keep tellin them i did not order these items there not listening .ive had to contact Action fraud”

Posted 1 week ago

“Do not hang up when I've been waiting for 40 minutes No customer service just awful nasty people.Dont get ripped off by there trusted partners either because before you know it your stumped in a contract that you didn't agree on.And 3 apple watches and an iPhone at my door.i refused and I won't be intimidated by lying riff raff..Where the hell do these people come from”

Posted 1 week ago

“Upgraded my handset and contract to the unlimited plus plan and paid extra money for express delivery for before 10.30am on 30th...this didn't happen and the order is still "processing" I've spoken with multiple people one saying it's a technical issue and that it'll be resolved promptly...not the case. Another saying that it was because of the holiday which is fair enough and that I'd get in on the Tuesday...Another lie. So, today called again and another advisor has said that there's been an influx of orders and DHL haven't collected the handsets yet. All three advisors have lied and said that they were going to sort the issue out with the team that process the orders and liase with the complaints team and o2 have done the bare minimum to rectify things. I even offered to travel and collect the device from an o2 shop, but apparently that was not allowed. They should not have even offered express services if they couldn't fulfill the order and the lies their staff have said in order to pass the blame on to other team or the delivery service is disgusting. Also, I have complained about poor network issues in the past and nothing was done by them then either.”

Posted 1 week ago

“I would have selected 0 stars if I could. I am shocked at the lack of customer care from o2, I wish I never took a contract out with them. I’ve upheld my side of the contract by paying every month even though out of the 18 months I have had the phone it’s not worked for 9 of them. In march alone I called 17 times to rectify my issue and was told “this has been escalated” or “rest assured this is being looked in to” No one seems to know what they are doing which is no fault if their own it’s the poor training they have likely received. Since Jan 2024 I have been asking for a complaint to be logged and every time I call to chase it they tell me it’s been logged a few days prior and with the complaints team. All you seem to get is lie after lie. Currently looking in to small claims court and FOS as this should not be allowed to happen.”

Posted 1 week ago

“Worse provider ever I'm stuck with a phone that keeps going wrong been replaced 5times! Won't change the phone for a different one and said my only way out is to pay the contract off £1344.76 leaving me severely out of pocket even if i sell the contract phone ( bearing in mind have had issues with the model since I had it and been changed so many times) signal is absolute rubbish aswell. Can't wait to leave.”

Posted 1 week ago

“Fuming. Spent hours trying to speak to someone. They either hang up or don’t know what they are doing! O2 you should be ashamed now you are treating your customers”

Posted 2 weeks ago

“They lied and now I have to pay a huge price every month for something I don't need. and I couldn't return it even though they said many times that they would handle it for me”

Posted 2 weeks ago

“O2 used to have great customer service. Not any more I have just waited over an hour and a quarter to speak to someone. Apparently they are "extremely busy". I am still waiting!! I have been during this time trying to get the help I need from their online chat. Painful!!! Virgin was so much better and quicker.”

Posted 2 weeks ago

“Everything no SIM 2 months on being billed God knows why they use India 02 in Norwich can't even sort it just like dealing with a pot plant”

Posted 3 weeks ago

“I still have no service, 3 days later PAC sent number blocked, no contact from them usual AI messages 🙄”

O2 1 star review on 25th March 2024

Posted 3 weeks ago

“Wow, never delt with anything like this in my life. I am a pay and go customer on a push button mobile. They put a £10 top up on my phone that I didn't authorise. When I rang I was sent a security code by text. On push button mobiles you cannot access or read a text message when you are on a call. The guy said I had failed security and would not continue the call, he then hung up. I rang back, different person but same issues regarding the security check. He then tried to pressure me into signing up for a contract but then became rude when I declined saying I was not getting my top up back and also hung up. This was next level.”

Posted 3 weeks ago

“I have been dealing with O2 since November of 2023, it is now the 20th of March 2024, O2 overbilled us in November for over £4000, only in January 2024 did they rectify their billing error, no one apologised or anything, come February, they shut off our services for no reason at all, we made our payment, have proof of payment on our O2 account, and they stated they can't find it, called back on the 26th of February because they sent us a threatening letter, the issue was not resolved, they stated that the finance team allocated our payment to someone else's account!!! We also made another payment on the 26th of February for the March month, however they did not allocate our payment to our account. I phoned again today to talk with a manager about the issue; John answered and said he'd want to go through the security check with me; the line became silent; I said "Hello"; no answer; I waited 8 minutes on the phone before he cut off the line. Their services are simply horrible, and O2 customer service is diabolical; they do not care about their customers, refuse to take accountability, and fail to address complaints.”

Posted 3 weeks ago

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O2 is rated 1.4 based on 884 reviews