|In a nutshell|
Last updated October 2013
O2 is one of the "big 4" mobile networks in the UK.
Best buy: O2 from O2 (£0.00)
O2 was formed in 2001 and is part of Telefónica O2 Europe. It was originally part of the BT group and is one of the biggest mobile operators in the UK, with over 18 million customers. In addition to voice, messaging and data services, it also provides 3G mobile broadband, fixed broadband and home phone services.
O2 launched its 4G service in August 2013, with monthly contracts starting at £32/month and with music, sport and gaming services included. The initial coverage is in London, Leeds and Bradford with a further 10 cities planned by the end of the year. Be aware that O2's 4G service does not support the iPhone 5.
Got a question? This is the place to ask it!
Please don't ask a question that has already been asked. Duplicates will be removed.
How much does it cost to change from O2 mobile to Virgin mobile?
Asked by Grix
on 1st Mar 2017
Pay As You Go only. Also how long does it take?
Why am I being offered a second hand phone when mine wasn't broken? It was in excellent condition only problem was after marshmallow update wifi couldn't be used.
Asked by Mrs Claire Jones
on 22nd Nov 2016
Did the software update on the 7th October 2016 after I did that wifi would no longer work on my Samsung gakaxy A3. Spoke to o2 who said it was a Samsung issue. Samsung took my phone twice for repair and problem still existed so o2 took phone in the 7th November and they still have it now they were waiting for parts then it was with an engineer now they waiting for parts again now iv been told I need a replacement phone but it will be a reconditioned one and someone else has used it, this is unacceptable as I never broke my phone they are not on it out of order been on phone around 35 times to be told it's a repair fault then repair saying its a customer service fault I was cut off about 3 times in one day.
Never before after 15+ years have I ever had such bad customer service, I am not accepting a tatty phone when mine was in mint condition, I think o2 should pay off my existing contract and let me have a new phone as I still owe £80 on this phone and iv not even had it for over a month yet I'm still having yo pay the bill... Come on o2 sort this out.
Customer service is shocking.
Time to go to another network I think.
When I put 15 on my phone I get a week if am luck...not using it alot...when I don't put money on..I have a free week of Internet I want answers?
Asked by Amy mc john
on 11th Mar 2016
Or I will move on...I'm sick.. What is going on? We pay and don't get benefits! !!!
O2 user reviews
Love this product? Hate it? Please share your experiences to help other people choose the product that's best for them. Please do not review this product if you have not used it, and please ask questions in our User Questions section above. Please do not use swear words or offensive language, and please, no advertising!
Average rating from 576 reviews:
Reviewed by Mr Gray
on 26th Apr 2017
02 Customer service I have found to be extremely poor.
The staff in the shops are very poorly trained and give erroneous information.
The customer service on the phone take a long time to reply, over 30 mins, and
refer your complaints upward and you get no further response.
The shop personnel are not allowed to make any decisions beyond the trivial.
Don't use O2, if you have any problem you will find their service dreadful!
Reviewed by Redfitzy
from United Kingdom
on 30th Mar 2017
Best network I've been with I always use pay and go and o2 and giff gaff my favourite I love the o2 app it's great.
Reviewed by Leanda
on 14th Mar 2017
Would just like to record how well I was dealt with by Jessica in the call centre. I had a problem and was quite upset and she sorted it out for me Thank you jessica. Call made 20.15 on Tuesday 14 March 2017 Very pleased with the outcome.
Reviewed by paul
from england uk
on 10th Mar 2017
Not happy at all with the services 02 are providing. Giving me wrong infomation and wrong delivery days. Also telling me a phone was been preped for delivery when the phone isnt in stock. I would advise futer customer to go with a different provider to a company who knows what there doing.
Reviewed by Sian
on 9th Feb 2017
Disgusting customer service, messed about, told things that weren't true, awaited phone calls that never came, passed from pillar to post and spoke to some rude people on the way. Appalling and will take my custom elsewhere.
Reviewed by Albert ryder
on 24th Dec 2016
Shocking abroad . Messed about for weeks. Utterly useless.
Reviewed by Niamh Vallely
from United Kingdom
on 28th Nov 2016
O2 customer service is the by far the worst in the country.
Nobody has the answers to any queries so you will be passed around and put on hold for most of the day.
They are rude and inconsiderate, as well as infuriating.
On top of that, I have had no response from the complaints department and when I have tried to resend the email, I am informed that the service is currently down.
Reviewed by Luxi
on 5th Nov 2016
Dont sign up with O2 until you read this!
In my life as an adult, O2 is the worst phone company that I've ever used, their network coverage is very very very bad, their customer service sucks as well and communication between the department are not even effective, and they have customer service representative in india, south Africa and UK and other countries but I had to go through the painful frustrating task of dealing with call agents from these 3 countries, and if you're on the phone to them make sure the bad network dosnt cut off the call, because if you call back another agent from a different country will pick and won't even have a clue what you talking about because the previous agent didn't leave notes. When a company called mobidoll started scamming me, O2 played along nicely from June 2016 to October 2016 I had paid close to £200 this is money I paid ontop of my line rental and device fees, (money paid to mobidoll) O2 promise me in August that, they'll rais a dispute on behalf, we'll, that never happened after about hundreds calls back and forth with long waiting times and explaining myself over and over again I almost went mad from frustration, well not only did it put a massive impact on my credit score, I ended up paying every single penny before the barring on my phone was removed, they promised not to charge me once the dispute is raised, they even made me pay late payment charges, well the last payment I made was in October for £34 which they told me my problems are finally over, WeIl right now my bill came and they're still charging me late payment fees, it very sad to rub money of innocent vulnerable customers. This is a good confirmation that O2 are horrible, they don't care about their customers and teamwork hand in hand with these scammers which makes them scanners too, there's a lot to say which I can't post it all here, my heart is really broken because friends warned me about O2 before signing up with them. I keep paying money I don't have every month, extra money ontop of my tariff and they always give me explanation that don't make sense, I can't wait for my contract with them to end and be free, I'm really stressed about all this. I won't ever recommend O2 to anyone at all.
Reviewed by J
on 25th Oct 2016
Terrible customer experience!!
Reviewed by Heather Russell
on 24th Oct 2016
O2 recently outsourced their mobile customer service to Capita, who offshored it to South Africa. I have no problem with offshored call centres other than their total and utter lack of power to do anything useful when something goes wrong other than 'fill in a form'. Or if you want to escalate, fill in another form. O2 have effectively driven a wedge between the people who handle the call and the people who fix problems and as a customer this is for the first time in a decade making we seriously think about leaving O2.
Reply by Anita Lind
from United Kingdom
on 31st Oct 2016
You took the words right out of my mouth! I've had 2 contracts with O2 since March this year and 7 months on have yet to get network coverage or signal anywhere inside or outside within an area of several miles around my home. This is a familiar story from many other O2 customers I've heard as well as some Vodafone users too I've spoken to (and as it happens Vodafone share the same ariel O2 uses!! And thus also same issue they refuse to admit to or acknowledge!) After numerous complaints alerting O2 to the issue,I've been told that unfortunately 3 if their masts are not positioned to include my home address location and cannot be adjusted to do so meaning no improvement should be expected in future either. So for my troubles I've been offered £50 CREDIT toward my bill so generously making up for the 7 months of the service I've been unable to use which I've already paid for and what remains of 2 24month contracts I'm trapped in paying for the service I'll never be able to make use of for the full duration of both contracts!! Wow I'm Speechless.
Reviewed by Jen
on 11th Oct 2016
Their customer service is atrocious! .. I've contacted them multiple times and still no solution! Each time I have to give all my details just to be told the same bs! So sick of this >.<
Reviewed by Sean
on 7th Oct 2016
Before you buy from o2 I'd like to tell you that I managed to rack up £16300 within 24 hrs I have 2 phones with these and been with them over a year and up till now they've been pretty good not the best but the phone worked and and had no issues with calling my clients unlike some of the other major suppliers.
Yesterday I recive a text saying I'm £22 over my bill no problem quite happy to pay that but today I get a text saying I'm over £16300 over my bill? Obviously I'm not going to pay that so if your on o2 or planning on buying a contract then be warned at some point you could probably be screwed over like me.
Reviewed by sam
on 4th Oct 2016
I have used many providers but o2 is the worst as they steal data and let spam numbers to steal my money and do not do anything to stop it!!! Will never use them again!
Reviewed by Jess
on 23rd Sep 2016
O2 is an absolute joke - total waste of time trying to get anyone to help you
I have been trying to get my phone unlocked for the past 11 days. I took a contract out with three unaware my phone was locked to o2. I phoned o2 to get it unlocked and was told it would take up to 72 hours. I have phoned up every day since then and am always told 'another 24 hours'. I have been promised a call back 4 times and never had one. Everyone always just claims there is nothing they can do. I have been hung up on twice. No one seems to be able to transfer a call as the call has been dropped numerous times trying to transfer to different departments. Absolute waste of time trying to talk to them. Going to have to resort to buying a new iPhone at this point just because they can't do a simple job.
Reply by Glen
from United Kingdom
on 19th Oct 2016
How was your phone locked on o2 when you purchased your phone with three. All phones from three are unlocked to all networks even iPhones. Seem bitter mate!
Reviewed by Annie
on 22nd Sep 2016
I have had virtually no phone service from O2 since May of this year (it is now September). Apparently the contract I have with O2 allows them to provide no service, but does not allow me to terminate the contract & be refunded until the problem is resolved. (4 months so far!!). Today, I have spent so far 2 hours and 20 minutes waiting for a 'live' chat Huh! I have had messages at approximately 2 minute intervals telling me how busy they are & that they will get to me as soon as they can. May I suggest that if they are that busy, they employ some more staff.
As far as I am concerned, the 'service provision' I have from O2 sucks, and I would advise everybody to totally avoid becoming involved with this network.
Reviewed by HF
on 13th Sep 2016
I swore by O2 until about 2 years ago when it all went downhill. Customer services are awful, don't even get me started on live chat, I'd have more luck explaining my problems to my hamster. Stupidly I got suckered in to a new contract as I was desperate to upgrade and I've never known it take so long to transfer my number over to my new sim, weeks. To make it worse they continually said it was done and I waited and waited. Contacted them again and they said it wasn't done and they'd filled the form in wrong twice. Anyway, months on and I'm stuck with over £300 to pay off and to rub it in my partner has a cracking deal with Vodafone using the same phone as me paying half what I pay with O2 and better signal. Plus they're always ringing him up offering him better deals and taking money off his bill. Wish I could afford to get out now!
Reviewed by Philip williams
from United Kingdom
on 15th Aug 2016
I got a high pressure sales call from this company I was on pay as you go and they said if I paid by dd monthly I would save money, that turned out to be more expensive so I cancelled my direct debit and they blocked my phone also they said I would go in the bad debts, don't deal with this company they are rubbish.
Reviewed by Lazenby
on 12th Aug 2016
Dreadful customer service experience. Took 6 attempts and a 25 minute wait for my call to be answered.
Reply by Trevor Macdonald
on 6th Sep 2016
After they failed to collect their money via DD from the new bank account (which they confirmed they had on screen in July) for two months and three calls from me to find out what problem was, they stopped my phone. After 1hour and 10 minutes to get through to someone in Jo burg, I was told they had tried to collect the money but my bank had refused it!. They lie, they dont care about customers (their staff turnover is so high they know they wont be there the following month to answer any questions) and they operate on the basis of we will bully you into submission.
I have since cancelled all payment facility to them, told them if they want any outstanding money (they are very quick to contact you if you owe them!!) they can take me to County Court. I am perfectly happy to let a Judge see all my calls to O2, their texts, recorded conversations, bank details etc and let a sensible legal person make a judgement over who is in the right.
Its a shame that All O2 users couldnt get together and all stop paying - then watch O2 go into freefall. All it takes is a little care and some genuine customer service to resolve these issues.
Needless to say I had my phone unlocked, threw away their sim card and bought a new one with another provider - NOT ON CONTRACT - if they mess me about - I walk away.
Reviewed by Mrs williams
on 25th Jul 2016
Worst phone network I have ever used my son took out a contract was told simm card posted would work as soon as he put it into phone it was meant to be paid direct debit they took a pound from his account to check that it was a valid account the Sim card turned up never worked it was the wrong Sim card supposedly one year later he gets a bill that is been passed on to a debt collecting agency for £123 for something he never used because they never sent the right Sim card nobody 02 seems to be able to help or advise on what was going on right royal rip-off.
Reviewed by Alison
on 12th Jul 2016
I spent almost an hour on the O2 online chat service, to find out why they are suddenly charging 10p per minute to a South African landline when they quote 3 p per minute using the international sim. Went round in circles, very frustrating. Made me call both landline and moble numbers in South Africa. Eventually tried to fob me off by saying the price had been increased, but not changed yet on their website! Rubbish!! They said I should phone their support team at 25p per minute to see if they could sort it out. If that took an hour, imagine the cost of the call! Something very wrong with their service.
Reviewed by Dana
on 15th Jun 2016
A huge thank you to Gordon. He is profesional, helpfull and very funny. Thank you for everything.
Reviewed by julie
on 6th Jun 2016
Had constant problems with network coverage cant use data on phone outside of house for nearly month now. 02 dont want to help but are quick enough to call text etc when bill due. I want to know if i can get a refund for bills when i cant use data.
Reviewed by Cath
on 27th May 2016
O2 have been the worst provider I've ever had! I've been with them 6 months and I can't text get emails make calls for hours at a time! Money quickly vanishes even with data turned off and phone not used??? To get hold of customer service is impossible in kept on my landline for 35 or more having had to use my landline as mobile keeps cutting out due to ? Poor coverage. orange/ EE million times better I'm going back to them as my phone is redundant / useless with O2 very poor show . As for gurus ha the two young Indian guys with a market stall should be given immediate jobs at o2 they resolved what 5 02 gurus in Peterborough couldn't !!!
Reviewed by Jay
from United kingdom
on 22nd May 2016
I joined 02 when I was 15, I have been a loyal customer for 8 years. Over the past two years I have had the worst experiences with 02. They issued me a contract with a special deal for being a loyal customer. Only to find out they had filed me into two more Sims, which they had advised were family and friends without stating I would be the one paying for them. Why would one person need to have 3 activated sim only contracts? That was cancelled taxi!y and the charges were reversed. Then last November I received a sudden bill for 125 pounds. Baring in mind the contract come with unlimited texts and 300 mins call allowance for 10 pound. However I went over by just under 200 minutes and they sacked another 115 pounds on top. Rediculous!!! I then lost my phone the following December. The security questions were ridiculous to try get help with my account. Relied on memory of an elephant who has nothing else to do with their life but watch their 02 account. One of the first rules you learn about questionnaires is not to rely on customer memory. It is now the fifth month of not having this phone. I attempted to get the contract cancelled five times. In January I managed to cancel the account but quickly learnt from my next bill that this wasn't done. I was told my phone account had been cancelled and not the payment account.... wait a minute, I thought this was the same thing? Nevermind that, I carried on presiding the cancellation of the account. Yet again the stupid security questions. The long process to get anything done and a 02 guru saying they could help. Finally today I have been able to cancel and have it confirmed however have to pay another bill. By that time I would have paid 6 months of contract I having used.
Yet alone to mentioned, when they were getting on good I was a student with a budget. I would receive the most ridiculous bills each month which now have me sitting in a planned overdraft and trying to get the paid off. They are a greedy network with shot signal and really long processes to get anything done. They are a financial burden and risk you take on. Beware, they do not value their customers and unfair . The only part I think is good is their gurus are very friendly and patient. Feel sorry they have to be serving in this company and performing ridiculous protocals. Why would I need security to cancel an account?
Reply by raz
on 8th Jun 2016
thanks for the info. I was about to go into a contract with 02 they was giving me all the good deals but the truth is there network is rubbish.
when they rung me they kept cutting me off which I thought was weird but now I know what they are up to
Reviewed by Gerard
on 21st May 2016
O2 are awful I get "no service" on my iPhone, can't send messages.
Suddenly O2 is awful.
Reviewed by A. Burns
on 4th May 2016
No service for 5 days. Poor response from 02. It is not good enough in 2016.
Reviewed by Andrew irving
on 29th Mar 2016
Be with o2 for 14years when to upgrade to day the phone i want was s6. Deal with o2 was very poor o2 rubbish may go 2 network.
Reviewed by Helen
on 25th Mar 2016
I've been with O2 for over 15 years and have always been really impressed. Still happy overall with their service, coverage and prices, but they've really let themselves down with the failure to sort our problems with the my O2 app. It suddenly refused to recognise my pin, I had to sign in using my password, and there's nowhere to "reset" the pin I've had ever since downloading the app. Tried live chat to see if I could sort it, but gave up waiting. Never a great sign when everyone in customer services is too busy dealing with other people's issues...!
Reviewed by Yutong Han
on 24th Mar 2016
Three days ago when I checked my online bank account I noticed the balance was going down very quick. I then checked the details and noticed a surprising charge of £135.42 from O2 without any explanation. I then checked my messages and emails and there isn't any information about that outstanding charge at all. I thought it was probably somebody else using the title of O2 and called the O2 customer service. And it was for the over-allowed minutes. My friend using 3 company has their minutes automatically stopped once it's reached the allowance and I get nothing, nor a near allowance notice and no notice even once I have been charged over a hundred pounds! It's just been charged secretly and this is just like a thieve?! When I suggested the customer service to do reminders or auto cut they just don't like it and start persuading me to unlimited minutes. My monthly average is only 100 mins and this is not the point okay? Anyway I finish my contract this September and will never continue using again.
Reply by Hj
from United kingdom
on 22nd May 2016
I had exactly the same problem . Was on a ten pound contract for being a loyal customer of 7 years, with 300 minutes included. I went over by 200 minute and they bills me for 125 pounds with no notice or warning as it was accrueing.
Reviewed by James
on 22nd Mar 2016
O2 seem to think its OK to renew contracts for you without your permission, that combined with some of the worst customer service I have ever experienced.
If you ever find yourself considering getting a contract with them know you would do better simply punching yourself in the face every day for a couple of years.
Reviewed by Muhammad
on 12th Mar 2016
Train your sales team to be honest and not lie to your customers. Very dissatisfied by the information. Complete lie and not accurate information. I cancelled the contract, didn't pick up the iPhone. You tricked me into signing up to another tariff. Called 6 times to resolve the issue. Still not received the order cancellation confirmation. Now that I have my pac code glad I am leaving a dishonest organisation. You should be ashamed you lost a customer of more than 10 years. Extremely unhappy.
Reviewed by Vince Henry
on 9th Mar 2016
O2 customer for more years then I can remember.
What I do know is the bigger they have gotten the less they care!
The service in general is poor! My phone the signal the waiting for a fix or solution the crass excuses and the biggest issue of all! O2 if I don't have phone service for a week no reduction or refund! But 1 minute over my agreed tariff then its flood gates open for hitting me with additional charges! Why? I have had no phone service for practically 1 month! Apart from wifi or data roaming! O2 solution it's your sim mate!!! Now new sim no different!!! I go abroad all of a sudden I have a signal!! 17 quid extra on my bill which again I do not understand!! It's all unlimited yet the tariff I chose was 18 for service 15 for phone and yet it has never been 33 pounds in total although I have unlimited everything!!! Total con total rip off from a company that once cared but know basically says I have your money now get lost.
Reviewed by Ruqaiya
from united Kingdom
on 18th Feb 2016
They have been taking money through my account even after cancelled my contract. Not only tht when I contact them regarding this, they told me they will investigate and let me know. They did not contact me instead they pass me to the credit service. Will not recommend to anyone. They only care about money and not customer services. From the customer service team to the manager all not helpful.
Reviewed by julie heminsley
on 17th Feb 2016
Why are O2 ripping off customers by charging them 1gb per hour to go on utube?
Reviewed by Baz
from United Kingdom
on 5th Feb 2016
Poor service , worst network in uk , If you dont want to receive your call and text then join o2 , you may have signals but no calls and text , There app is more worse then their service . Avoid on any cost.
Reviewed by Stacey
on 26th Jan 2016
Iv topped up my o2 sim by £40 maybe more this month and to be honest I think o2 is a rip off. I'm not happy at all. I use more data on my o2 sim and not only does o2 eat my credit it has ate my data, I had £10 bought my daily data which was £1 and paid my £1 I borrowed so why did I end with 50p ? 02 ur a con !
Reviewed by jazmin
on 22nd Jan 2016
Worst network i have ever come accross that always has to have low network where ever i go! Absolutely hate this network! Had this problem ever since i made the biggest mistake of being with o2 last year!!! So annoying! You cant fix or get anything right on time what soo ever! Absolutely hate it. Im furious! I wish there was a -0 star button instead of 1 star! This is a disgrace!
Reviewed by daniel
on 10th Jan 2016
!!!! STAY AWAY FROM o2 SCAM!!!!
Had been with them for many years and was happy with there products and services. BUT!! It's all changed when I took out a o2 refresh I paged off my handset with 1year and cancelled my line rental (with no times contract ) I 3days later had a e-mail to say I had to pay £135 for line rental when called they said it was a mistake as I payed off my phone so no line rental was due I was told by 4 o2 customers services that it would not be taken out of my account. BUT in the 28th of April o2 took £135 FROM my account took me ages to get it back they where rude to me and even put the oh one down on me.. finally got the money back but found out FROM my back that o2 have set up £135 DD from my bank account to be taken every 3months until further notice.. they are scum and scammers STAY AWAY they are big trouble and will cost you big time.
Reviewed by Russell
on 5th Jan 2016
02 are total rubbish. I have been with them for the last 4 years. In the last year their network in my area has become majorly conjested to the point where i cannot access the internet for hours at a time during peak times (6am-11pm), and then when it finally conects i get sub 1mb/s speeds. They now share the network with both tesco and giff gaff but dont seem to be upgrading the network to meet demand. Their south african call center is useless, the staff just agree with you or lie to you. I suggest recording any conversations you have with these people. I think zero stars would be more apt.
Reviewed by HelenB
on 2nd Dec 2015
Utterly utterly terrible in all respects. Think the on line chat people must be paid for each minute they keep you on chat as I have spent hours and hours trying to get answers to straight-forward questions about billing. So frustrating. 0 would be the correct rating.
Reviewed by Sheila smithurst
on 1st Nov 2015
Tried to cancel my contract what a carry on my son eventually did it for me after waiting 40 mins the staff in the shop were very unhelpful going back to tesco.
Reviewed by Chris Carter
on 28th Oct 2015
O2 have gone from brilliant to pathetic over the last few months, purchased new phone again with them nearly six months ago and they can't and won't resolve the issues I have, plenty of empty promises etc, don't use this company at the moment unless you have a good working phone already,I can't wait till my two years contract is finished with them, lime I say pathetic.
Reply by Kathj92@googlemail.com johnson
on 24th Jul 2016
I brought the new aquarist x5 back in march. From the start it kept freezing. By may it went altogether. Took it back and they sent it for repair. Had a new one and within days it went again. Took it back again and all I got was sarcasm. They said it was some apps causing problems. deleted apps. Still went again froze and could only sit and wait for battery to run out. Went back shop and they said I just wanted a different phone I said yes this one's faulty don't trust it. They refused to change it. I rebooted it and was fine for 2 days then went again. Again shop said I couldn't have it repaired cos time had elapsed. I said I only had it since may. It's only July now. So been left with out phone. Went argos and brought Samsung. Don't use o2.
Reviewed by Jo Brown
on 24th Oct 2015
I am very frustrated with the queuing system introduced in my local store. I cannot just pop in for a mobile data sim without being told I have to wait about 20 minutes. It is a quick purchase-- no advice or discussion needed yet the person who greets me is not allowed to do a till transaction. Where is the sense in that?
Reviewed by Nasimul
on 17th Oct 2015
Totally utterly rubbish network coverage and customer service.
Reviewed by Mark O
on 13th Oct 2015
02 used to have one of the most efficient customer services going. Friendly staff who you could even have a bit of a joke with if you were having problems.
Last couple of months UTTER rubbish.
The new staff who sound South African don't can't understand half of what I'm saying and just say yes to anything you say or "I understand" when they clearly don't.
Whenever they sent me a text questionnaire I always said it was great to speak to a human being rather than a computer. No it's gone totally the opposite way.
I can't give a 0 rating but it's what it should be right now.
Reviewed by Adam james
from United kingdom
on 15th Sep 2015
If I could give this review 0 or even minus starts I would this company has no loyalty to long serving customer they have no deals and signal keeps dropping their customer service is discusting and will not help you at all I deserved better then this when I hand over my hard earned cash and pay for the contract I am very discusted and will be leaving for another company that actually cares about there customer shame on you o2 the last 2 years you have really got it all wrong.
Reviewed by lynnette
on 1st Sep 2015
I got a blackberry Q5 in February 2014! Had no problems up until 2months ago, my phone freezes, won't let me use my data, turns itself on and off, it won't let me send texts as it freezes and I could be waiting days for a text to come through! I rang 02 to complain about this and I sent it off for repair, I had to go 10 days without a phone! But still had to pay all of my monthly bill. I have been treated really bad everytime I phone 02 all I get told is we'll send it off to get repaired, I've been a loyal customer of there's for over 6yrs always paid my bill on time! Now they want £90 of me so I can upgrade ridiculous I don't think I'll be renewing my contract when it runs out!
Reviewed by John
on 1st Sep 2015
Can't wait for contract to expire..... Coverage has just got so bad that phone is totally redundant for hours at a time.... Customer service from 02 has to be some of the worse i have ever experienced... Alot of my friends have switched to EE from 02 and cant believe how good it is... i will also be switching to EE.
Reviewed by Thomas
on 20th Aug 2015
Up until not too long ago O2 used to be a fantastic Customer Services team but it seems like they have all been moved I think to South Africa or another country that uses english as a second language. The staff speak english but nothing gets sorted in 1 call any more ! I changed my 30 day sim only tariff a fairly simple process I have done it many times throughout the years. But this time first they deactivated my data because they used the wrong setting which put me on the wrong APN for my type of phone then when they sorted that in the process they managed to stop my service. Then on top of that they did almost the same thing to my girlfriend who at my recommendation of great service had decided before the whole situation to come to the same type of 30 day contract with me. But yes indeed you have guessed it they screwed up with her as well.
Reviewed by Katy Wright
on 20th Aug 2015
Terrible service form O2. Complete daylight robbery. They have debited my account an extra £40 this month for turning my phone on for 5mins when my flight landed . Data roaming was switched off within 2 minutes and I have still been charged £40 for email coming into my account. I didnt open them or download any extra files .......£40 unbelavable. when I phoned to complain they said all info was on there website so would not refund me. I have been with O2 for 6 yrs but will not be renewing my contract in Oct !
Reviewed by mark
on 7th Aug 2015
Confused... paid 20 gbp for 1500 minutes a month on a new galaxy s4. i checked log and altogether i made 23h 30m calls. so i used the calculator 60 mins x 24 hours is 1440 mins should leave me with 60 mins left right? No! not according to o2... i only have 5 mins left... what? Check your mins people... you pay for it.
Reviewed by Lee
on 5th Aug 2015
Very poor coverage even in cities and major towns! Not the network it used to be.
Reviewed by Kat
on 3rd Aug 2015
After more than 6 months into my 2 years contract I can genuinely say I have nothing good to say about o2. The network coverage is bad so now I dependent on the free WiFi from public places. From my 5 Gbites of Internet I can hardly use 3 because the coverage is so bad.
My job involves travelling a lot and I can honestly say that some locations are so bad I can't even make a phone call never mind using the Internet. Rubbish, rubbish and more rubbish. If I could rate if minus 5 stars I would.
Reviewed by Sarah
on 29th Jul 2015
VERY VERRRRYYYY BAD RUBBISH COMPANY.
Reviewed by Pamela
on 24th Jul 2015
From day one I've had nothing but trouble paying my bill phones been cut off I can't pay it online tried ringing all the numbers you can think of for O2 but the call wouldn't even ring it would cut straight off so can't pay over phone and i haven't got a land line so how am I supposed to ring up and pay my bill to get my minutes and texts back? Thinking of leaving O2 and going back to EE they are far better to deal with never had any problems with them .. O2 need to sort it out to be honest or your going to be losing a lot of customers.. If I could give the rating 0 stars I would but the lowest is 1 so that'll have to do
Reviewed by jamie
on 8th Jul 2015
I think i have been saved by these idiots refusing me for credit. Took them 6 days to confirm this, while sending me my contract, confirmation number, collection number for the store. Went each day to the store to collect and turned away, called 8 times, cut off 4 times. had broken promises of return contact to me to advise of what is happening. They seem to be utterly hopeless in the basic job of adding a new customer god knows what they would be like when they have you tied into a contract. Now gone to another network, passed credit no problems and phone next day. Looking at the number of 1 star reviews i consider my self lucky !!! But O2 seem shambolic !
Reviewed by judi hardman
on 4th Jul 2015
Rewards impossible to claim.
Reviewed by Daniel
on 19th Jun 2015
I am not one for submitting reviews usually but given the number of 1 star reviews I thought I would take the time to submit a review to add a positive aspect the negativity that is on view. I realise that we all have an opinion based on experience so my comments are not intended to disprove any comments, only to share my opinion.
I have been an O2 customer since the days when they started out as 1-2-1 back in the 1990's. In that time I have had a number of phones, some on contract, some on PAYG, for me, my wife and my kids. I am still with O2 as is my wife. My kids have grown up and are now responsible for their own contracts and are still with O2. There was a brief foray with VirginMedia a few years ago with one contract but their mobile phone customer service was atrocious so the contract was not renewed (I am with VirginMedia for landline, broadband and TV and I have had no issues). In all that time I have always found O2 to be helpful and courteous when I have contacted them and quickly resolved any issues.
Reviewed by tegs map
on 27th May 2015
I have just tried to resolve some problem with O2 customer services. In doing this I had to make at least 8 phone calls Got deliberately cut off three times for try to get name of operator or give them my number ironically so they could call me if line was disrupted. At the end of it all and a good deal of time being asked obscure ever changeing questions I did something I have never done before I gave up with the matter unresolved I could not take the billigerence and ignorance anymore and passed the matter on.
Reviewed by Hugh Asher
on 24th May 2015
Yesterday my phone was cut off for the third time due to an administrative error on the part of O2. I have spent hours on the phone to customer services who blame the last person I dealt with, blame the computer systems and promise it will not happen again, but then it does. Very poor service.
Reviewed by william Tait
on 11th May 2015
All netwprks are basically the same. They want to take your money.
O2 is no different.
I was given £3 in rewards and it was taken away.
I went to O2 shop and they said I have phoned a premium rate number which is a total lie.
After this I removed all my tariffs and when I topped up £10 it did not register.
O2 are a bunch of monkeys.
Reviewed by David Jarvis
on 16th Apr 2015
So o2 are the best so tell me this after my partner Caroline Calvin paid her mobile phone bill with o2 they have cut her phone off a total of three seprate times. After speaking to a women on the telephone today 16.04.15 she was told it was the systems fault. When Caroline told her she spoke to a male colleague of hers in person she replied oh.
When her contract expires she will be leaving o2 for poor customer services. its a disgrace and Caroline is disgusted. COWBOYS
Reviewed by Marie
on 31st Mar 2015
DON’T FALL FOR O2 ATTRACTIVE ONLINE OFFERS! Unfortunately it is very likely that you’ll be screwed, just like me. I’ve ordered online a Sony Xperia Z3 at a competitive price with the help of an advisor via the tchat. It was supposed to be delivered the day after. Two weeks after and with the MONEY DEBITED RIGHT AWAY still no news at all, 0 emails, 0 papers to say they came and no one was home, 0 calls, 0 email alerts or something. I had to call them 3 times, plus call UK mail as I was asked by O2 to finally find out that they tried to deliver it 3 times and then they sent the phone back to O2. If you don’t work or spend the whole day home you will be fine. But if as me and as most people your are not home during the day, you are very likely to have the same issue as me. They don’t give a time span within which they would deliver it. So unless you have a few days off to take to make sure you are home for your delivery, it will be sent back to O2 without any advice. I finally went to an O2 store and explained the problem to a nice advisor who tried to help me by calling O2 customer service, which is actually not at all a customer service because their only reply was: “Too late Miss, we can’t sent it back to you. You’ll be refunded but if you still want the phone the only possibility is to re-order it and now the price has gone up by £120. Bye!” Now this is one week after, and STILL NO REFUND… 3 weeks lost, no phone, money debited… And this a famous company…? Wondering why they steal from clients if they have billion pounds of turnover. Just be careful with online orders…
Reviewed by Tony L
from united kingdom
on 29th Mar 2015
I've been an loyal o2 customer for many years and have recently thought about paying off my refresh device plan and join another network. o2 signal in hampshire is ok but in most cases signal is very weak and 4g signal in some buildings is very poor where as other friends phones with different networks have excellent reception and great 4g coverage! Don't feel like I'm getting my money's worth with o2... and their refresh tariff deals are horrendous and not very generous when it comes to 4g data deals compared to other networks... and their upfront price is a joke also where as other networks ask for lower upfront price or is free with better tariff deals! Goodbye o2 you lost another customer LOL
Reviewed by re
on 15th Mar 2015
I have had to continously contact o2 about picture messages not sending and a message appearing saying 'queuing for sending'. I ended up going into the shop to have this issue resolved. It has now happened again. Am I going have to keep traveling backup the o2 shop once a month to get the issue fixed? I should be entitled to £5 off my bill every time this issue occurs to o2 fix the contract and honour there terms and conditions. This is a long term problem as it's posted on all the forums.
Reviewed by carolyn stewart
on 11th Mar 2015
I changed to 02 on the recommendation of friends. I did this on 6 March and by now, 11 March I have had so many issues and made so many calls to their customer services I feel that I have made a terrible mistake. I now have no internet!
Reviewed by Koulla Panteli
on 28th Feb 2015
Please do not join O2. Very poor service I have been with them for a number of years and recently I have been charged a disgustingly pricey bill. They are very unhelpful when queried. The direct debit is taken at willy mildly times when it suits them and you can be barred even though you paid your bill. Discussing I will never join O2 again and will tell my friends too.
Reviewed by Ken
on 24th Feb 2015
Used to be the best now without doubt the worst.
Hope 3 sort them out.
Reviewed by Russ
on 21st Feb 2015
After a frought relationship with Vodafone, (I was a customer since the Marconiphone days) I switched to O2 initially on a pay as you go basis.
Following repeated marketing calls from O2 I agreed to take out a contract, the hook was "the smartphone of my choice after 12 months with no cost to myself and no changes to my contract conditions", call me neive but a contracts a contract (verbal or otherwise), now the initial 12 months is over the offer "does not and never did exist" (all calls recorded for training purposes" Only when it suits! Sum total myself and family migrating far away from O2, conned me!!!!!!
Reviewed by Sophie Yelverton
on 30th Jan 2015
I think that o2 has the worst customer service ever!! I spent 7 hours on the phone to them but all they did was hassle me and transfer me through to other departments. I am not impressed what so ever! this is a disgrace to humanity and I believe that o2 should be shut down! the incompetence of them unforgiveable I feel betrayed as a loyal customer. NEVER USE O2!!!!!!!!!!!!!!!!!!!!!
Reviewed by Nigel
on 8th Jan 2015
I have just had a debt collector turn up asking for £600 for an O2 contract I know nothing about!!!
O2 fraud dept has washed their hands of the case and insist I owe the money for a phone a contract I know nothing about.
Corporations at their absolute worst. Pay £600 or have a marker on my credit rating. I am at a complete loss about this one...
Avoid O2 at any cost if you value your peace of mind.
(If I could give no stars I would)
Reviewed by Stuart
on 2nd Jan 2015
I ordered my upgrade iphone 6 over 4 weeks ago. I received a series of texts telling me that it was on its way but so far I haven't received it. It's to get through to anyone to complain, they just give platitudes and say that the order is 'being processed'. They want one to use the on-line chat, but this is like going into an Alice in Wonderland world of double talk. The complaints service just buries the complaint. There is no way to post on their Facebook page and Tweets are ignored. Overall they are a total shower with non-existant customer service and a cavalier attitude to their customers. They be avoided at all costs.
Reviewed by Keith
on 2nd Jan 2015
The last time I needed help from O2 business support, three years ago, the service was excellent. Calls were answered within a minute and everything was very professional. Sadly the opposite is now the case.
I have recently needed to call every day after an order for a new phone went badly wrong. I have been passed pillar to post, spent ages in queues, and the people I have had to speak to come over like a bunch of crooks!!. All they seek to do is get "orders" and after that you are "on your own". You really feel that they are out to con you one way or the other. I actually lost my temper, a rare occurrence, due to constant repetition of the phrase "I can only apologise".
This company seems to be going down the tubes.
Reply by Kathj92@googlemail.com johnson
on 24th Jul 2016
I rang chat line and sure it's run by robots. I said my new phone I had in may has froze. Reply how sad. I said this is the second phone the first was brought in March that went back because it was faulty. Reply how sad. I said is that all you can say what about advise. They said return to shop. I said done earlier that all I got was rudeness ill manners and sarcasm. Reply...how sad. If you want a phone that works don't go to O2. I found argos much easier. If you have a faulty phone take it back they change it straight away no fuss at all.
Reviewed by Henry
on 6th Dec 2014
Finally!! Breaking free from the cowboys that are O2 after 5 long years!
Constant overcharging, ridiculous roaming charges and having to stand out in the cold due to calls continually dropping. Astounding that they wouldn't budge when I presented them with evidence of 2 years worth of invalid charges while abroad or calling non-UK users due to lack of service. (god knows if I had the entire 5 years worth of information on what they charged me.) This despite the fact that my contract was up for renewal for another month. A battle to even get them to waive the termination fee which is really like rubbing your nose in it to the last degree.
To make it even more laughable, I called their own direct customer service line 3 times this morning before I could get through as the first 2 cut out. Absolutely laughable, 4 bars connected and dialing their own line and the stability of the line still couldn't be maintained.
If you ever want to feel what the urge to go on a murderous rampage is, then talk to 1 of their live chat "experts". 5 minutes on that should give you a clear indication of what it would feel like.
O2 have cleaned me for thousands I reckon over the last 5 years. DO NOT MAKE THE SAME MISTAKE I DID!!! DO NOT SIGN UP WITH O2.
Reviewed by Martin
on 1st Dec 2014
Just bought a Lumia 1020 from them ( only network supplying it at the time). Tried to register it with them for the free camera handgrip for 2 weeks so far !!!
Waited over an hour today to speak to someone and finally spoke to no less than 5 people none of whom could actually sort it out.
No response to emails . All I get is the blame shifting response or being transferee to someone else despite asking not to be.
I left vodaphone for this . Why oh why oh why .
TRULY USELESS .
I'm just out of my cooling off period too. What a shame .
Today I fimd they've withdrawn the handset so I've no idea what happens now.
Reviewed by Gary
on 21st Nov 2014
Terrible company now I have been an 02 / cellnet customer for 20 years they used to have the best signal & customer service and they were relatively cheap.
Now they pass your details onto 3 rd party's azzuri who sign you up to overpriced 24 month sim only contracts with out your permission / authorisation.
Now for my story!!!!!
I called O2 directly looking for a new iphone 6 after waiting in a cue for 25 mins I gave up .and decided to try later on second attempt I waited 40 mins with no idea what position in the cue I was finally when I got talking to some 1.They told me I was no longer an 02 customer. I said this must be a mistake as I have been with 02 for years I was then told I was with azzuri now who!!!!! I said you need to call azzuri and then proceeded to give me the wrong no for azzuri after some googling I managed to find azzuri only it was to late to call the office was closed.
I ended up buying a handset from apple directly I was so sick of getting the run around
My contract is up in august and it won't be made easy to leave but I am PAC ing off to some other network. What a joke 02 are now.
Reviewed by Grant
on 5th Nov 2014
I live in central Brighton. Not a huge city, but it is a city. You can walk to the official city centre in 10 minutes. But O2 coverage normally hovers between two bars of 3G and E. Calls divert to voicemail from lack of signal several times a week. There has been no improvement in this situation in the last 6 years. However in the last year other networks have improved so I'll be moving my provider once my current contract expires.
Reviewed by andrew davis
on 2nd Nov 2014
To contact an actual person that you can speak to is very difficult and the contact number will keep you on hold forever without any indication or queuing system to let you know how much longer you will be waiting in the end it is usually the norm to hang up as it is so frustrating waiting with no info at all to tell you anything - i will be cancelling my 02 contracts as soon as i can - i have been with them for 6 - 7 years but have finally had enough as it has not changed.
Reviewed by Julie
on 29th Oct 2014
Most of the advisors are useless and few of them seems useful but after few days you realise that in fact they are liars. I have been waiting now for 3 months to get a voucher for referring a friend and I don't think I will ever have it. But I had the "pleasure" to spend 2 or 3 evening with the customer service on the chat...for no results, but Dan, Kevin, Bill, Jasmine...I know them all now!!
Reviewed by toxana
on 27th Oct 2014
The Lowest customer service i ever seen in my life
Reviewed by Anne Seth
on 21st Oct 2014
I have had a contract with O2 for many years but the price just kept going up. I thought I would try and discuss this with customer services but after half an hour on the phone of being told I was in a queue I decided to drive to Cambridge to discuss face to face in store. There were 4 assistants and no one else in the shop but no one wanted to help me. I was given a phone to speak to customer services about terminating my contract/taking out a new one. An hour later I left the store. I felt I was treated very poorly NO ONE could be bothered to help me .
I drove to Bar Hill, went to Tesco Phone Shop who were helpful,polite and at least seemed to care. I wouldn't ever recommend 02 to anyone.
Reviewed by David
on 17th Sep 2014
we took a 24 months corporate contract with O2 in 2013 for 14 handsets. Their network coverage in Hampton, Walton-on-Thames and Weybridge is very poor. There is either no coverage or calls drop with no reason. Other times the voice quality is very poor.
There are also problems with mobile data on 3G network.
The only good thing about them is that they have hotspots in shops and town centres. So I can connect to internet for emails and other business use.
Reviewed by Nasir
on 18th Aug 2014
Avoid O2 at all cost. The UK signal coverage is poor.
Been with O2 for over 7 years and the customer service is miserable. Unable to take mobile phone calls at home with no signal, need to go near a window to carry on telephone conversation. The monthly direct debit contract is 24 months and very expensive compared to other networks. The 3 G signal is never available, and yet O2 is eager to launch 4G.
I agree O2 was very good in the past, but now its customer service and signal have both deteriorated badly. I have no intention of renewing my contract after over seven years.
The replacement handsets were also faulty, with no mobiles to use. The case went to the Ombudsman services to resolve.
Reviewed by Paul Davies
on 12th Aug 2014
Like most of the reviewers on this site, I too have been with O2 for many years and have unfortunately witnessed their gradual decline in quality from their customer services to their strength of mobile signal. The latter, I blame on their eagerness to forge on with the lucrative 4G market whilst letting the 3G network suffer as a consequence.
An example of the signal issue is this ... last year, in my kitchen and lounge, the signal on my phone was (to coin an old CB expression) blowing the windows out. It was terrific. Today, I am lucky if I get one bar. Nothing in my home has changed and I have tried several different phones but the issue is the same.
O2 can't give me an explanation for this, stating that there signals are working well... This really doesn't give me confidence to renew my contract this October.
In my mind, O2 have lost the edge on both quality and price which is a damn shame as 12 months ago, there were so dog!!
Reviewed by Ellie
on 19th Jul 2014
Exactly O2 has lost it's Mogo - the shop assistants are half heated about helping & I made the mistake of going into there shop on Camden high st : I have been with O2 for a decade yet because I got a new number two years ago they only have records of me being with them for 2 yrs : I wish I had let my contract just end I got talked into a rolling sim 4 different O2 reps told me different things not once did they say this rolling sim is a upgrade when I was offered it : u can tell they r happy 4 people not to be to aware of whats benefits there coustomers more what they benefit - yet there is a lot of competition out there - the last good thing priority moments yet half ok
Reviewed by Mirza Ali
on 19th Jul 2014
O2 used to be good, now going down in reputation and service, with poor customer service,expensive plans/handsets.Without the customer's knowledge they appoint Azzurri to take charge of accounts, so the customer is pushed from pillar to post for any issues arising from mobile phones. With faulty handsets, it took O2 more than 5 weeks to send re-furbished handsets which were also faulty, with customer at the receiving end of this miserable service. PLEASE AVOID THIS COMPANY AT ALL COSTS, THEY TREAT LOYAL CUSTOMERS OF OVER 7 YEARS VERY SHABILLY. I WOULD NOT RECOMMEND THIS NETWORK PROVIDER TO ANYONE.
Reviewed by AB
on 19th Jul 2014
what has happened to o2? used to be good now going down the pan with shoddy customer service, expensive plans/handsets. heard a rumour of a merger with three, if that's the case i'm off, three are a company worth the watching. Shame as they used to be good.
Reviewed by MARIA ANN TUCKER
on 7th Jul 2014
EXTREMELY TERRIBLE SERVICE, PLEASE AVOID THIS COMPANY AS YOU CAN!!! PLEASE PEOPLE ! THEY TREATED ME LIKE DIRT NOT LIKE A CUSTOMER, THEY MADE ME TAKE OUT AN IINSURANCE, I HAD 14 DAYS TO CANCEL IT, I CANCELLED IT 2 DAYS LATER, THEY TOLD ME IT WAS CANCELLED BUT TO MY DISMAY IVE BEEN PAYING FOR INSURANCE FOR 12 MONTHS AND WHEN ASKING FOR A FULL REFUND THEY SAID ITS MY PROBLEM AND THEY CANT DO ANYTHING ALTHOUGH THEIR COMPUTER SYSTEM WENT DOWN ON THAT DAY APPARANTLY!!!!!
Reply by Yonatan
on 6th Jun 2016
This happened to my mother too. She instructed O2 to terminate direct debit on her account. They sent my sister the email for the procedure. He account was switched off. 6 months later my mother noticed that the contract was being debited each month by the usual amount. I phoned O2 to discuss the refund. It was like banging one's head against a wall. They just don't care about their reputation at all. O2 are crooked.
Reviewed by ANITA
on 4th Jul 2014
if you have a problem with a phone you get poor service
The assistants are only interested if you are taking out a contract.
I am 77 have just had a bad experience with this O2
company and will not be renewing my contract when it runs out.
My nokia is faulty has to have a repair only had it 12months,they have loaned me a phone I cannot use to the tune of £25 deposit,I believe they have broken their contract with me.I am not sure of the law but intend to find out.
They can phone me all they like on this mobile phone but I wont be answering they will have to phone my land line
so I am without mobile which is like a life line to me if I venture out on my own as not in the best of health
Reviewed by Richard
on 17th Jun 2014
I recently can home to the uk I had two unlocked iPhones and wanted data more than phone. I went to the kidderminster o2 store and they gave me a fair rate 1 gig for £15 and plenty of calls and texts. We were I going to be in Devon and again I reminded them I needed data coverage. This is where their deceptive practices came to the for. They showed me a 2G coverage map and said you will be fine no problems.
On arriving at our destination in Devon I turn on cell and have little or no phone and absolutely no data. I went into the Barnstable store in Devon and they tell me we only really have 2g coverage in Devon. That brings up the question why are they putting stores and selling phones in an area where there is no coverage?
They suggested I phone customer service on a landline . When I said I don't have one that's why I bought O2 it appeared to be a point of confusion. Maybe all O2 customers should be switching back to landlines because of the poor coverage?
They allowed me to phone customer service I repeated the above story reaffirming it was the data I wanted and need. The representatives answer was she would take the data off and credit my sim for £15 . I explained I would only probably make 20 calls and even fewer texts in the 6 weeks I am in England and I again needed data. Her answer to this was "what do you want to do?" No help ...
This whole experience of the baiting and switching coverage and buyer beware has left a bad taste in my mouth with o2 I would never recommend anyone in the Southwest of England to use their service.
I looked this morning on T mobile and they appear to have much better 3G or 4 G coverage I will be switching at the end of month of having no phone coverage thanks to the crooks at O2
Reviewed by David
on 24th May 2014
I have been an O2 user since the days when it was called Cellnet when it was owned by BT. It is now owned by telefonica the Spanish telecoms Company.
I am shocked and amazed at all the negativity directed at O2 in the reviews I have read. I work all around the south east and find the signal is generally very good. I also get a phone call every two or three months from customer services to check as to whether I am happy with the service or not. Generally I am very pleased !
Reviewed by Mary
from Northern Ireland
on 4th Apr 2014
I cancelled my O2 mobile contract as from 24 January 2014.
I received a letter saying that I would receive my final account in 4 to 6 weeks. Two days before the six weeks were up (I had expected to receive the final account by post) I received a letter from a debt collector asking for payment of the account together with their fee of £19.16. I paid this as I did not want to be registered as a bad debtor at my time of life (I am 69 years of age and have never been in debt). I contacted O2 to ask for a refund of the £19.16 I had to pay, through no fault of my own, but they refused. I emailed them again but have still not had the courtesy of a reply. I would not recommend O2 for a contract phone to anyone. Like another reviewer, if I could give minus ratings, I would do so.
Reply by Donald Couper
on 1st May 2014
I had a similar experience with orange some years ago. After getting nowhere with them for weeks I phoned Oftel. Within hours I was speaking to a normal person, and the situation was resolved. It still left a bitter taste though. Best of luck!
Reply by Matt
on 16th Jun 2014
Same experience with 3network exactly. About 6 years ago
Reviewed by Random User
on 31st Mar 2014
Increasing prices now and then, customer service advisers speak broken English, probably based somewhere in Asia to cut the costs, don't think about loyalty, all they want is your money . Was offered a free phone with free unlimitied internet for upgrade only to find myself charged £5 extra for "data" when I called the customer service they said it was my fault even though my order on my account says free unlimited internet! Will never use them, at least directly, a lot cheaper through online based companies who offer cheap deals with cashback.
Reviewed by Ryan
from United Kingdom
on 19th Feb 2014
Just had customer services call for the third time and when they asked if I was renewing my contract, I asked, could they better or match virgins £15 sim only unlimited texts, calls and data.. He hung up! Rubbish customer service. Over priced!
Reviewed by James Addison
on 18th Feb 2014
I want to make my experience of o2 customer service very clear to everyone thinking of using o2 services. I took a contract out a few months back and started to experience problems straight away. I had the handset changed in the first 28 days. I have also had a sim swap to try to solve the signal problems causing calls to fail in strong signal areas. After this didn't work I contacted o2 customer service via phone. This is where the service received went down hill very quickly. In the first phone call the member of staff I spoke too agreed there was a problem somewhere. However, they told me there was nothing else they could do to try to rectify this. They also told me that I would not be compensated for the frequent drop out of signal nor would I be able to cancel my contract. I then rang back a few days later due to this problem becoming very frustrating. After over 90 minutes on the phone I was told I needed to do a disconnection and recollection to try to resolve the issue but this would leave me with no service during working hours. (note that 90 minutes on to customer service asking to be put through to management was not an isolated case for me.) When I was finally able to do this I rang back and requested a manager to perform the disconnect and reconnect at a specific time on a specific day. two days after this was meant to occur I rang back to ask why this wasn't done. The manager I spoke too stated he could see the request on the system but couldn't tell me why it wasn't done or contact the manager and ask why. I then had to rearrange a time slot when I could be without signal for the time period needed. the disconnect and reconnect actually happened as requested this time! However, I asked this manager to listen to previous calls and call me back. He stated he would call me back within 24 hours. This was 3 working days ago and I am still waiting. Not only have the managers failed to do as promised they also told me false information on numerous occasions. They where even unaware of any policy regarding reasonable adjustment for a disability! These are only some of the problems I have personally experienced. Also note that the escalation line that you are passed through too when you request to make a complaint is always very busy which to me means my experience of poor customer service isn't an isolated case. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE!!!!
Reviewed by Taj
on 6th Feb 2014
by far the worst network available. poor customer service, appalling coverage, ridiculous deals...... in short A MOBILE NETWORK FROM HELL!! absolute bunch of theives!!!!!!!!!!! can't wait to cancel!!!
Reviewed by Pete
on 29th Jan 2014
Don't believe their coverage maps. Bought xperia z on 4g contract and the coverage map said seamless indoor and outdoor 4g in my area. I can't even get a signal outdoors and despite phoning several times, I am still waiting for 02 to get back to me. All they have said so far is that their map may be incorrect and need updating but I have entered into a 2 year contract and spent money on phone accessories on account of there incorrect promise.
Reviewed by farel
on 4th Jan 2014
very very poor customer service. i stopped contract with them now.
Reviewed by A Man of Kent
on 26th Dec 2013
I live in Kent within the London commuter belt. The O2 reception is dreadful. Avoid. Texting is possible if you are patient. Phoning forget it.
O2 say they are aware of issues, they share with Vodafone.
NOT GOOD ENOUGH.
Will change network as soon as possible
Reviewed by russ
on 30th Nov 2013
ive had a problem this morning with o2 top-up not crediting my wifes phone after the £15 was taken from my account, the bank has confirmed this with a transaction id. 2 hours of phone calls and im now waiting for a manager to call me back, but the way ive been dealt with so far im not expecting a call.
The "customers service" advisors are the most incompetent patronising and unproffesional i have ever dealt with. i have a contract with o2 as well and have been for 10 years which will definately stop at the and of the contract.
phone service and reception is also very poor and mobile internet is poor at best, IF i can get a signal.