|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.
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 553 reviews:
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?
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.
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. WTF!!!
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.
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!!!!!
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.
Reviewed by Mark
on 6th Nov 2013
Terrible. Terrible network. Used to be good for coverage. These past few months I and my friend who lives in another part of the country kept on having same problems. Calls cutting off very bad reception. Then I find out that other networks like Vodafone. EE which are now orange do 3G coverage in the area I live while O2 far behind in the times don't offer this even though I as well as other customers pay 47 a month for the contract... A service which we are paying for but not recieving!! While other networks provide it. O2 seem proud to be advertising 4G. Before you move on to 4G I suggest you sort out the problems with 3G first. Perhaps o2s problems have come about because they have become too greedy. Too many other mobile providers piggy backing on their network while O2 customers suffer! I visited Shrewsbury the weekend. Big town so shouldn't have any problems here I thought. How wrong was I. I got disconnected from O2 chat (complaining about network coverage!) and my friend who was on phone with his mother got disconnected and attempted the call 3 times until he gave up.... This was in a large town. So what was the excuse here O2??? Stop getting greedy. Sort out your own customers problems because people are getting sick and tired of a bad network that used to be good!
Reviewed by Richard
on 12th Sep 2013
Good customer service cannot fault them. I had the misfortune to buy a Sony Xperia s on contract with them with insurance, the phone broke down more times than a British Leyland car lol. I went in-store after the 3 breakdown n 2nd handset I was told my case would be handled n taken to regional management level after 1 week was given a HTC one x that's been fantastic. Excellent customer care. Now the niggles 3g signal is woeful everywhere don't quite know how they can advertise a 3g network. Its only big towns n cities with 3g any smaller towns where there is no shops forget it. Only big shopping towns have 3g. I compared with virgin when it was only T-Mobile signal n it was better where I live, work. Go out to lol. O2 please improve 3g signal
Reviewed by alan jones
on 11th Aug 2013
having been with o2 for 30yrs I find my contract up for renewal spoke to upgrade team loyalty means nothing very rude disappointing attitude their answer was take it or leave it
Reviewed by Richard M
on 2nd Jun 2013
Before signing up to my chosen mobile provider ( three) I tried O2 on payg but was the worst signal coverage of all I tried. I was very surprised considering the experience/heritage of the company. I live in the centre of a large town.
Reviewed by Hassan from England on 6th Mar 2013
I've been with O2 for around 4 years now and Well I find the network a little much. By that, I mean the contract prices are expensive and the signal always cuts off randomly. And this is on a daily basis.
Reviewed by Ricard from Uk on 5th Feb 2013
Have been with O2 for years, entered blackberry 24 month contract, £25 month,did not get on with phone so want to but s2 pay and go and swap sim, not so simple, because of data plan, would not work on new phone, changed data plan but cost me £32 !!!!!!! Even though in same contract !! Will not use O2 again.
Reviewed by Jonathon
on 6th Dec 2012
Bought an iphone 3 from apple on a 2 year contract from apple. Could not fault either. Bought a new iphone(4)? In march 2012 fron carphonewarehouse. I don't know who's mucked up but on the same data allowance I usually use it in 10 days. I have never used it all before. Even in my 10 days of grace I cannot use internet properly. Long delays or nothing. All from same places I have lived and worked for 17 years. I think something has happened to 02. Like been sold to North Korea?!
Reviewed by Leena
on 26th Oct 2012
Appalling customer service for existing customers. I've been a customer for several years and their customer service seems to have deteriorated signficantly. Will not be upgrading and will change network providers...not that O2 seem to care.
Reviewed by Andy from UK on 19th Oct 2012
I have been with O2 for more years than I can remember and have slowly managed to get all my family to follow suit and overall I have been more than happy with the service and coverage. However like 'Pedro' I am at a loss as to why they still ask for one off payments for handsets ranging from £49.00 upwards when you can shop around and find the same phone on the same tariff but the phone is free. Makes absolutely no sense to me, its almost as if they are living in a bubble and feel that although they are the same company supplying the same phones and same tariffs they are happy to rip off their customers who deal with them direct?
Reviewed by Michael from England on 19th Oct 2012
Ive been with O2 for a few years since cancelling my contract with 3, which really has to be the worlds worst network, awful customer service ( when you can understand them ) My phone was always going wrong, went back for repair many times and came back with damage that wasnt there when I sent it. I complained to OFCOM about them, All I can say with 3 is that the attitude is we have your money, anything goes wrong, TOUGH!!!!!! On the other hand, I really like O2 and I cant see me leaving them, good customer service and helpful staff in the shops
Reviewed by B Wrightson from UK on 18th Oct 2012
I live in postcode area CA8 10 miles East of Carlisle and the signal strength here is very poor.
Reviewed by pedro from England on 24th Aug 2012
I've been with O2 for some time now in fact when it was called B.T. at the moment I am on the simplicity paying £15-30 a month, I wish to upgrade my own phone now as it has come to the end of its life, I have looked at the Samsung s11 and to take out a 24 month contract with 200 minutes + 500 MB and free texts for the price of £21-50 a month,I have spoken to O2 on a number of occasions as to the cost of the phone, they require a one off payment of £49-95 for the hand set, other shops do the same price plan but with a free phone , when i asked why others could do this I did not get a satisfactory answer in fact O2 does not look after there customers dis spite what they say
Reviewed by Tony from UK on 6th Aug 2012
I migrated to O2, after many years with Orange,due to the awful customer service. Initially O2 was excellent, but over the past few years it has become as bad as Orange when I left. The new chat system is not fit for purpose and even though it is secure every time you are passed to another adviser you have to go through the security questions again and provide the history of why you called. Making it a very time consuming process. I recently called them over a query and it took 25 minutes to get through,and after 10 minutes of taking it was cut off. As there was no call back, I tried the Web based chat facility. Another hour and a half later I still hadn't resolved my query. It's as though once they have you the service is no longer provided to the once high standards. Wouldn't recommend unless there are changes.
Reviewed by Paula from England on 22nd Jul 2012
I have been with O2 for 17 years - prior to this it was BT. I am disgusted with there no customer service since my last 2 year contract. My HTC Desire developed a fault in May - my contact ends in Nov. Basically O2 do not care the phone doesn't work and my contact is over 30.00 a month. I took my phone into an O2 shop yesterday. They called O2 and after 1 hour they offered me 5.00 of the 'buy on' of my contract at 130.00 with only 4 months left on contract and clearly my phone is completely unuseable. I have sent off the phone for repair but had to pay 25.00 deposit to borrow a phone. I've lost all my txt messages and other personal notes as the HTC PC backup is useless. i've lost all my diary entries. O2 basically could not have cared less. I will be going to another network provider in November. Clearly part of the issue is that 'airtime use' and mobile phone are both in the same contract. Even trading standards appreciated my phone was 'not fit for purpose' but O2 didn't apologise or bat an eyelid even when I showed the 'guru' in the the Hempstead Medway the phone. O2 should be ashamed of themselves.
Reviewed by Paul from england on 14th Jul 2012
I work all over the country, and this is the worst network I have ever had, the coverage is terrible, I have a vodafone network and they beat them hands down, never again will I have O2 again.
Reviewed by kathy from united kingdom on 14th
i have just left o2 , i found the automatic phone choice confusing unhelpfullwhen i just wanted to talk to a human being and simple advice . i was left hanging on the phone 4 times yesterday each for over half an hour .
no customer service passed around put through to different departments with n o explanation using their own jargon.
i ended up cancelling my contract upgrade worn out and had enough.
at times some people didnt want to be bothered , over problems on sim upgrades , even didnt not know
Reviewed by David from England on 4th Jun 2012
O2 offer generally excellent coverage, reasonable prices and outstanding customer service.
I can't imagine that I will ever move away from them.
Reviewed by dav from england on 27th May 2012
wish they would do normal message delivery confirmation like other networks instead of having to start text with *0# to make sure text is delivered
Reviewed by Kae from Wales on 18th Apr 2012
Living in the back and beyond of Mid Wales, the signal can be very poor round here. Having had the same phone number for 20 years, I started with Vodafone, went to Orange and have been with O2 now for the past 8 years and couldn't be happier. I can even get signal at my parents house while my dad has to go out onto the lane with his Vodafone. I never have a problem with the lines being down, all my problems are operator error with my lovely Samsung Galaxy S11. With the other networks I could never get a signal inside most of the pubs in our town, which was usually when I needed it. O2 definitely the best for me.
Reviewed by Patricia from Suffolk, UK on 13th
I would love to joing GiffGaff a company that uses the O2 network. However, the signal is so poor here I would not be able to contact anyone unless I faced in the right direction at the bottom of my garden. Such are the joys of being 100 miles from London! Is anyone going to do anything about East Anglia being the last place anyone wants to do business with?
Reviewed by Richard from UK on 8th Apr 2012
After having a contract disaster with 3mobile I used payg for about 5 years. However as I used O2 I started to trust them and got a contract with them.
Best customer service, reasonable charges, helpful staff.
Nice to see O2 knows that keeping your customers happy is rule one to being successful.
Highly reccomend them
Reviewed by Claire from UK on 5th Apr 2012
I have been with o2 for 4 years, great reception! Keeps siganl in places my previous network (Virgin) could not get any. Customer service is excellent, and UK based. I had a problem with my pay monthly phone 18 months into my 24 month contract, I wasn't hopeful of it being replaced after this amount of time but o2 were so helpful and had it picked up from my door, repaired and sent back to me within days, free of charge. Upon receiving my newly fixed phone I discovered a different fault, I phoned o2 and they arranged the phone to again be collected, but this time they would send me an as new refurbished handset. As with any network, there will always be problems from time to time, but the way o2 dealt with me over this was fantastic. I will certainly be renewing my contract with them very shortly!
Reviewed by graham from uk on 23rd Mar 2012
i have been 02 for 14 years which was of course cellnet i have always had good service and the call centres are in the uk big bonus imo on my last contract my phone developed a fault near the end of the contract but was repaired without question under warranty i have never had a reason to leave