O2 reviewed by

London, GB

12 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

O2 customer service has gone down the pan

I've had O2 mobile now for 2 years- they remain excellent at network coverage - but that is all. Customer service was excellent at the start. Sadly, it has deteriorated to a completely unacceptable level. Trying to upgrade, I have now spent over 20 hours, either hanging on by phone or waiting to be connected to 'webchat' via the website. I have been told there are technical problems, it will be resolved in 24 hours, I have been promised call backs which never come and been told to 'use a different computer', 'change your password', call 202 and several other suggestions - none resulting in my promised upgrade. Now over 2 weeks later I have given up. The O2 shop is no better - they are happy to leave you hanging around while they attend to more important things (i.e. new customers) and then tell you to call customer services. I even emailed the CEO's office and received a response telling me they would get back to me within 5 days - that was 25 days ago. I have given up and am going elsewhere. I can't see O2 surviving if they treat existing customers like this. It appears they spend all their time with new customers - who at first may be happy with the service - but sadly will find down the line that they are no longer valued. I am very disappointed.
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