O2 reviews

O2 reviews

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Why this mobile carrier deserves one star even is amazing.

I used to use 02 for years, I got out this year and moved to another carrier. Their online and customer service was horrible. Brainwashed staff had stock answers which tuned out to be lies. Always promised to get back, but never did.

My wife still uses 02. She won't for much longer as she was silly enough to take their lower level wallet card so she could top up on the run.

Now they are closing. For the second time in two years. Both card were called 02 Money and supposedly are a debit card. You put in cash and get it back when you want to top up.

Suddenly they are closing. Problem is my wife has money on it and can't even top up. They say at the end of next month they finish. OK they failed again. It happens. However when she tries to use the money she put on it comes back saying rejected.

Does anyone know what they are doing? Is this a ploy. Phone staff seem to have different stories and appear to lie or just are kept in the dark. Rumours they are going broke, well is there any truth in that? It seems their Parent Company Telephonica was a fortune in debt.

Phone staff either say technical problems or we will send you a cheque in April for balance. My wife doesn't believe that, besides she wants to top up her phone which is why she got the card. She can't.

All reviews I read say 'don't walk away from 02 but run.' I did, I wish my wife had.
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No loyalty to existing customers

As a customer for over 10 years I decided to upgrade my phone and placed the order. Looking online at my account it didn't show so when the chat box appeared I questioned this and was told it was fine and all being processed. After no dispatch confirmation I called again and was told 'yes, I can see the order but for some reason it has not been processed'. It was then processed with no apology or attempt to speed it up due to their error and I was promised it would be delivered that following Monday. At 11pm I was sent a text telling me there wouldn't be any phones for the foreseeable future, they would let me know. I then visited their website and they were available, chatted to someone who told me they were in stock, when I asked why as an existing customer I had been told otherwise I was transferred/ chat cut off/ no one else would pick up. When I tried to cancel my order I had to deal with rude staff who lied to me about being able to cancel orders and by the time I got to a manager it was made quite clear that existing customers get pushed to the bottom of the queue. I had ordered this phone to distract me when recovering from surgery on my face and instead I spend the time on the phone complaining. Even thought this got to the complaints department they sent me an email saying they had repeatedly tried to call me - which was not true and despite asking for a call back, nothing.
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If you have half a brain then stay away from 02

From the cradle to the grave my business contract for 24 months with 02 has been like a millstone hanging around my neck. I even got screwed on my final bill. Would not recommend them to anyone, even the people I hate! Avoid them like the plague and do your homework first, there are service providers out there that really do care about their customers, I know because I've just changed to one. Goodbye 02 hello freedom !!
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No star should be option I think

after 2 years of hiccups with rubbish network coverage I have managed to get my pac code after 15 calls. Not a nice people to talk to too.

I think no star rating should be option for these kind of service..

also very expensive if you compare it to other networks.
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Phone staff give out contradictory information on Wallet Card fiasco

Although I have had a wallet card with 02 without any problems, I referred two of my tenants to these cards some years ago, however now after two unsuccessful attempts by 02 to issue debit cards, they are closing again at the end of March. Not a well thought out program.

While I have had no problems myself with my own wallet card and have no complaints about o2 at all in that respect, being on a higher rating card, my tenants on a lower rating card still have their own money deposited with 02, yet they are being rejected when they try and spend their own money, or even top up their phones using their cards. This is reprehensible,

As I referred my tenants to 02 in the first place, I feel partly responsible.

When my tenants speak to customer service about these 'rejected' problems they get a different story each time, 'Wait a few days and try your card again is the common spiel.'Or, I''ll straighten this out for you, don't worry.' Being another.

Everyone knows the parent Company Telephonica (spain) has lost billions and one cannot help but think that when o2 Wallet debit card closes on the 31st march 2014 after it failed the second time with similar type of Wallet debit card, whether they intend to hang on to thousands of pounds - or even more - of people's money who have what is known as a level 1 card (That's the lowest) is possible.

There's more to it than that and what is called a Post Code preference, or those with domestic problems who have the wallet card for privacy reasons and therefore will, according to 02, staff will get a cheque (USA Check) in the mail for monies not used, knowing full well many of the card holders will not be able to deposit the cheque. due to joint accounts etc...

Cunning executives in a Company that is not a popular cell phone carrier. There will be more publicity over this, but meanwhile, as usual, the poorer people on the 'pay as you go 'scheme will lose out.

Legally 02 have covered themselves in their contracts, they are not, however, morally covered and will lose countless customers with this possible, not yet proven, well-thought out scheme to hang on to funds. Phrases like money laundering and possible fraud directed at customers when they query the rejection access to their own money are commonly used scare tactics. Hardly applicable used on people who have mere petty cash in their accounts.

Getting a little off a lot is known as the MacDonald's Principle. But, you can fool most of the people a lot of the time, but not all the people all the time. This writer is not fooled easily. Nor are the general public as Company Executives like to think.

Anyway, I have passed the word of this travesty of fairness on farandwide and will - being a political journalist, have my say in the press after I see what happens by the 31St of March.

If my assumption, and that's all it can be at this point of time in light of current evidence.

But if true. In the UK we call these tactics 'Cutting off your nose to spite your face.'

My tenants will lose little and I will help them. But what of the thousands who may not be able to speak up for themselves for fear of 'domestic embarrassment' (For want of a better phrase)
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Very poor customer service, staff give conflicting information

I have been an orange customer for 10 years and wanted to upgrade to iPhone 5s. Went into 02 store and spoke to a sales rep. Said I could have a 24 mth contract unlimited texts, minutes and 2gb data for £31 pounds per month. This was an original airtime tarrif of £22 & £20 for phone but a discount was applied. I agreed and signed the paperwork. Less than 48 hrs after signing (still not using the service as my no. Has not been ported over yet) I receive a bill for £42. No discount.
I contact the online chat and explain. I was told that discounts are never applied for the first month bill and we are sorry this was not explained to you. When I ask what 02 are going to do about this, the on line chat mysteriously disconnects (while I have full wifi reception!) another rep comes on and I explain the whole thing again, he then tells me that the £31 quote was incorrect and I would be charged £35 after a discount anyway (which still won't be applied on the first bill) after an hr and a half I'm told to take it up with the store.
I call the store and am told, sorry that does not sound correct,so we can cancel your tariff and put you on another one but this will mean another credit search or you can just stay on the tariff you are currently on. No understanding of my frustration and completely unhelpful. So my options now are to A) pay an extra £105 over the term of the contract or B) cancel my contract and have another credit search and product on my file while i Am trying to get a mortgage! Thanks a lot 02 - your error and not willing to put it right? Or even an offer to salvage the current contract. I honestly wouldn't go near this company. All of the staff I spoke to gave differing information but they all had the same air of unhelpfulness. Saying "I understand how you feel as a customer" is not an apology or a suitable way to resolve an issue. Seriously folks, avoid at all costs
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£26 charge for text message

Just been charged £26 for a text message by o2 it must be the most expensive text in history.
Why i hear you ask?
Apparently if you send a 'group' text it is classed as a multi media message and attracts a premium charge.
When i asked what constitutes a multi media message i was told picture messages and web links.
Guess what, all i sent me new mobile number to 152 people. not a picture or link just a simple SMS.
The agent told me that i have unlimited free texts on my account and if i sent the text individually it would have been free, laughable.
Oh and i've just terminated my contract with them and joined Vodafone, been with O2 for over 15 years
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Poor customer service and very long waiting times to speak to anyone

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!!!!
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No Ta!

I was with Cellnet/O2 from 1997-2013 so I think its safe to say I was a loyal customer. Over recent years I noticed I seemed to being paying more than my friends were with other mobile providers. I ofcourse did some shopping round and just about everybody is cheaper for the same type of package.
Well ofcourse I rang them for a much better deal and...failed. The guy was very nice and kept me on line for ages but there was no way he could match my offers from other providers. I went with Tesco mobile for a better deal and got one.

O2's network is fine and so is the customer service....but so is Tescos......and its alot cheaper so NO TA O2!
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Terrible service, insecure private inforamation

I would never recommend O2 service to my friends or anyone. Terrible Service, they not only does not protect customer's private information but also give negative comment while they're not relevant.

Firstly, I signed a contract for Iphone 5s with relatively high cost 5 months ago, almost 42pounds. But the service is not good as I expected. When I go out, for example, to my university or my friends' house, I cannot call any one. Poor service and poor 3G network also. I just only use available wifi to contact people. Then I just use the Iphone 5s with wifi only because 5S' feature for wifi is quite good, and swap the simcard to another alternative phone to call when really necessary.

Last month, I've lost the Iphone 5S, in my insurance contract with THE SUPER COVER, they require me to contact the O2 ASAP. After I went to store, I had to wait for 1 hour for a queue when calling for the O2 centre, the staff didn't help me anything. Few days later, I ask them for renew the simcard due to the needed to contact for my business. However, the simcard is useless, I called them and a man said I ask for blocking the handset and simcard, so now if I want to remove it, I have to wait. After a week of waiting and calling, wasting the time and out of pocket, they allow me to use the sim again.

After that, the insurance company called me for putting the losing handset to the blacklist national, unless I would not claim the new phone. Then I used the Galaxy S3 to call them and said the same thing like the Insurance wanted to put Ip 5s to blacklisted handset, I don't know why they put the Galaxy S3 to blacklisted handset and don’t know they've already put Ip5s or not, but the S3 in this moment is unable to use until now when I really need a phone to contact people. Then I call them to unblock the simcard to put the new one into the Iphone 4.

Few days later, the insurance called me again and ask why I didn't put the Ip5s to the blacklist, they ask me to call to the O2 together so they can talk directly to O2. We meet a grumpy man, wonder he has power or not, but he speak very quickly and we can't hear at the first time. Then, the insurance ask him to put the IP5s to the blacklist,..

He said I called for them and put my handset, galaxy S3 to the blacklist last week (meanwhile I mean the IP5S with its IMEI and contract number), and said that the Ip5s was not used with the simcard since many months ago (due to the very bad services so I can't let it work with bad simcard) instead I use this simcard in Galaxy S3, and then he also said I many times call them to block the simcard and remove and block handset and remove (while the O2 customer service misunderstand and they blamed this is my fault).

He also reasons that I have not lost the IP5S, and then read a long list when I used IP5S, and didn't use it anymore, and change to S3 with detail for the insurance, and never know I hear all things. Then he continue to infer I lost the IP5S many months ago since I never used it from last year while he's not relevant to the claim process and my private usage of the phone when I used both phone due to the very terrible service the provided me. Finally, he concludes to the insurance staff "therefore she (means me) wound not claim the new phone from your company, right? you should not let her claim?!!!!"

In a nutshell, Im very disappointing and upset about the way O2 do business with their customers. They haven't respected the customer's information, tell the third party anything whether it's private or not. Accordingly, I'll never use this O2 again, and also never recommend to anyone to use it!!!! Disgusting....
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STILL NO PHONE , BEEN ADVISED TO GO TO A SHOP WHICH IS A HOUR AND HALF AWAY LOL

I have contacted the Ombudsman who has advised me to make a formal l complaint .

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1. Rang 02 to ( 20th Jan 2014)change my son number who I am account holder from pay monthly to pay as you go. Told new sim to be sent out and change over on 25 th Jan.
2. Friday 25th no change , rang 02 at 7 pm , put through to two advisors who after waiting a hour was put through to a manager .
3. Friday 25th 8 o’clock manager says he will go through settings on the phone , it does not work .. He say he will call back tomorrow.
4. Saturday approx. 2pm .. Manager rings he goes through settings and Sims again nothing working so he say he will ring back Sunday.
5. Sunday 26th 3pm goes through settings etc again , Callum my son tries new sim in the phone nothing works. He says he is now on holiday and another manager will ring on Monday morning 27th.
6. Monday 27th no manager rings
7. Monday 27thy I ring manager before going through advisors to ask to speak to senior personal.
8. Speak to female manger who say we rang you this morning ,um no she did not .. She then say I have just been tapped on the should by another advisor who says he has seen it is a faulty sim ..I say no its not as we have tried another sim in it. PALMED OFF AGAIN !!!
9. She decide to send another sim BIT OF A JOKE REALLY , now 8 days of complaints !!!
10. Wednesday 28th , Sim arrives does not work .I ring 02.????
11. I speak to Alice who ask me to explain , I start to cry from frustration , I have held for 20 min after myself saying I am speaking to no one but a manager she put me on hold for another 20 mins (MY PHONE BILL IS GOING OT BE ENORMOUS) I get to go through to a gentleman , I say are he Manager he says I am pay as you go ( PALMED OFF AGAIN).
12. I insist of speaking to a Manager Again and after speak to Judith Senior manager , she is very upset with my treatment .she says she has two senior technicians next to her Doug and Ishmael.
13. I speak to Doug, he say he is rebuilding the sim and wait till 9 pm , he is then going away and Ishmael will ring on the 29th at 4 pm
14. 11 DAYS INTO COMPLAINT AND APPROX 14 ADVISERS
15. Ishmael rings at 4 pm , My son is not in so he say I will ring him back at 7 pm.. I plead with him that he will ring back he say of course
16. We wait all evening , and no phone call J?????
17. 30th 8 am I ring 02 speak to Joanne explain this is my 18 th call , she is not bothered so I ask to talk to Ishmael or JUDITH she say she does not know them so she cannot put me through
18. I am on hold still and go through to pay as you go , I explain to them I cant take anymore I have made 20 calls , he say ( Luke) I AM SORRY MRS STEPHEN MY COMPUTER SHOWS IT ONLY 17 CALLS ., CAN YOU BELIEVE IT .This is the final straw I go thorough to someone one else who says he will e mail Ishmael to ring us and of course we are not expecting this call.
19. TWELVE DAYS AND 18 ADVISERS
ON hindsight of writing this I have decided to send it our local New paper so other people can be go with your company , It is beyond belief ..we have been done out of money on our phone bill , we have treated with very BADLY , with staff who do not care or bother how many times you ring .
We have contacted the ombudsman and will fight this to the end .. STILL NO PHONE ..We will expect a reply on 5 to 7 days .

GWYNETH STEPHEN ( we are a family of five all on 02 contracts but will never use them again )~
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Don't believe what their coverage maps promise

Bought a new phone on 4g contract with 02 based on the coverage map promising excellent 4g mobile internet both indoors and out in my area. I can't get any 4g whatsoever within miles of where they promise this coverage. There isn't even a 3g signal
Despite phoning and trying to get help online they don't seem to want to get back to me or take any responsibility. They said there coverage maps are just a guide.
Now I am stuck in an expensive contract with a phone that is no more use than a paper weight.
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Rubbish and expensive

I have just returned from the Caribbean unable to make a single call or send a text. I was told when I renewed that my monthly charges would be under £40 and they regularly exceed £90. Now their customer service site on which I wish to complain is telling me I don't know my own telephone number. I have been too lazy to change but now, that's it for me. When I can get hold of them! Simon Burrett
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I can't even buy their stuff

I tried to buy a SIM from them online. Only problem is I couldn't.
You can't throw money at these idiots!

What a terrible website. Terrible account non-sense...I just want to buy a SIM. Is it that hard?
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What 4g network? Oh, but we'll still increase your charges despite Ofcom rules...

I have been an O2 customer for years. A couple of weeks ago I re-signed into a new contract on a 4g tariff.

Frustratingly, I have learned:
O2's 4g network seems slower than its 2g network;

It has put up my monthly payments (I haven't had my first bill yet!);

O2 is flagrantly ignoring the Ofcom requirements to not impose price rises during a minimum term.

Not the company it used to be. I suggest you try EE. I wish I had.
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O2 treats its customers with contempt

I am a longtime customer of O2 so I have seen how this company has totally lost its way. I have seen the shambles of the broadband sell off to Sky and the the total deterioration of O2's customer service & technical help. I have experienced continually inadequate mobile & broadband service. I spoke to O2 about termination fees for my mobile in light of the Ofcom response. The response after 30 mins on the phone was that I read terms and conditions and when I asked which bit the advisor said he did not know and that they cannot send anything out in writing. I for one will never use O2 again nor will my family/friends. I will be writing to O2's complaints department but this will undoubtedly prove pointless as they don't care about their customers
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bad customber service

the o2 customber service is shooking i cant wait to go with ee in october
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STILL NO REPLY MONTH AND HALF LATER

HAVE KNOW TAKEN THIS FURTHER TO TRADING STANDARDS


************ Two weeks of placing a review O2 have not had the curtsy to call and simply apologise and resolve the issues they not bothered. I will be taking a further action now ********************************************************************


I'm really disappointed with the O2 customer service I cancelled my Sim only contract two days later of purchase. The contract initially was for £11.00 a month O2 did not cancel my contract and start requesting for around £47.00 four five times the initial price. I called every other day to cancel and refund the charges no action taken customer service representative spoke over me would not let me convey the information so unprofessional.
Now my credit score is affected just because the default O2 has messed and would not remove. I have called emailed no response even the complaints department do not respond.
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worst customer service ever.

Been in o2 shop today at Blackpool worst service ever. Trying 2 cancel my contract which is up this month Jan, stupid people. Endid u sending me a pay and go sim. Why would I want one of those. I would not recommed them 2 anyone. The only reason I got o2 in first place was Shawn Bean. Lol.
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terrible

ordered a business phone online, never got the phone, rang 4 times twice they said it was coming, then twice said they had never heard of me. Two were very rude while i was polite, i cancelled the order which took me 45 minutes, they still take money from account and still have not sent order cancelled emails after myself asking 4 times. they are a joke, dont go near them

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O2 Details

About this company

Welcome to O2, the leading mobile phone site on the web. You can discover the world of O2 from network information to new services, like media messaging and mobile email. You can purchase mobile phones via our online shop where you can discover different tariffs, bolt on's and amazing deals on mobile phones.

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Category

O2 is ranked 17 out of 22 in the category Internet Provider

O2 is ranked 2 out of 8 in the category Mobile Broadband

O2 is ranked 169 out of 182 in the category Mobile & Internet

O2 is ranked 53 out of 58 in the category

O2 is ranked 7 out of 13 in the category Mobile Network Provider

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