I had been with O2 for a number of years, and generally their service was above average.
However, I moved house, and that was the beginning of a very sorry saga. In a period of 15 months I had 6 routers. Each one had a different problem, ranging from getting so hot, I did not need heating, random drop outs, disconnections, and the list goes on.
Finally having had enough of the poor quality of routers being provided, I contacted them and explained that they needed to get their act together. In fairness the customer service were every helpful, waiving the early termination fees. But, it is only since I have moved to another provided that the cheapness of their routers has become increasingly apparent. Since I have changed, I am not able to get a wireless signal anywhere in the house. Not just sat on top of the router.
This review is now a little redundant as Sky is buying out O2s' customer base.
I have been an o2 customer for 6 years now. Every year it gets worse...
I wanted to upgrade my phone recently and it would appear that new customers get the deal I wanted @ £25 a month whilst an upgrade customers (myself) must pay £31! How unfair is this!
Also, ringing their Customer Service is a nightmare! You keep waiting for about 40 minutes before someone actually decides to pick up the phone!
I have been quite happy with call charges, data charges etc, just a pitty that I do not feel valued as a long term customer.
Ellie Lomas found this review useful
I hate O2, the customer service team are awful are completely incapable of ever following an instructing or assisting in any matter. You continue to be diverted to another area e.g. to contract cancellation team, or the pay monthly, but no one ever seems to be able to help with a situation. I have spent hundreds on my phone contract. One month I spent over £400.00 as I was away in South America. I also had my phone line, my broadband and ipad linked to O2, and yet they still seem not to value me as a customer, or to execute any basic task I ask them to e.g.help with a broken phone. I've been with them since I had my first ever phone. I hate the fact I am contracted to O2 and am unable to leave without a huge fine. As soon as I am able to get out I will.
Ellie Lomas found this review useful
Sent my under warranty iPhone 5 in to get the factory defected battery looked at. instead of replacing the phone they are sending it away to get it repaired. i then found out that some of there repair centres are not Apple approved repair centres. Absolutely atrocious over the phone help and.... best bit. when they spam you with texts giving you deals. it costs you 1 pound the text STOP... an absolute joke. thinking about leaving for EE
I've never, ever had any trouble whatsoever with O2, was a pay and go customer for four years and the only reason I ever left the network was because the signal coverage for where I had moved to was poor. Something which O2 told me they'd look into when I told them I was leaving, no pressure from the salesmen on the phone who simply wished me luck and thanked me for my custom. I can always understand what the customer service representatives are saying and they are always helpful! Apart from my current location I have also never had any trouble with their coverage, signal strength and internet alike.
after 7years with o2 i just got my pac code and left them stupid company i have applied for my call record throuw subject access so far 20 days gone by and never got any reply from them they say it takes 40days what a stuiped number!never use it againe
I cancelled my contract due to them not being to match a deal with t-mobile, that’s where the problems started!
I received a text thanking me for upgrading, I IMMEDIATELY called them and advised I hadn't, and had cancelled my contract - they put me on to their fraud dept who advised my new phone was down to be delivered to London - advised I live in Manchester and had not ordered it -they confirmed they would cancel the order.
2 days later I received an email confirming it had been delivered - long story short and numerous calls later I was assured they had cancelled the contract, they were aware a new phone had been fraudulently obtained by another person and I would hear nothing further.
8 months later I receive a letter from a debt agency advising I owe £1500 - called them explained I had no contract with o2 and explained what had happened with the fraud dept, it was advised they would take this up with o2.
At the same time I wrote to o2 expressing my disappointment and asking for a formal apology, I have written twice since and am still waiting a response!
Today I have received a further letter from the debt agency advising they have been instructed by o2 to continue to pursue the debt - this in simple terms is harassment, as I owe them nothing and don't even have a contract with them anymore.
Simply the worst company I have ever come across and would advise everyone to stay well clear.
Arlette Fairclough found this review useful
Been with o2 over the past few years and had my fair share of problems with them. However in fairness to them they always have the attitude that they want to put it right and on my occasions they have. Although not the cheapest in the market, you do get what you pay for. Highly recommend.
1. I received a cold call telling me I'd be better off upgrading from my Simplicity tariff with 300 minutes' calltime.
2. I went into the shop and explained I'd like a phone with a similar calltime allowance but also an amount of data which would mean I could check my emails. I signed up for the HTC 8 on a £17 per month tariff with 200 minutes, unlimited texts and 100 MB data..
3. My son connected it to Wifi to minimise data use, but all the data was used up in two days although I didn't actively use any.
4. I rang 202 and the operative informed me I'd been sold (a) the wrong handset and (b) the wrong tariff as I was getting less calltime than my previous 300 minutes on Simplicity and that the phone 'gobbled data' so '100 MB was useless'. I defended the salesgirl at our local store, but the operative said, 'Er...'sales' - doesn't that give you a clue?' He recommended that I return the phone asap within the 7-day period and exchange the phone for a Samsung Galaxy, as for the same tariff, ie £17 pm, I would have 300 minutes and 500 MB. My husband looked online to check before we went to the store and also found the Nokia Lumia 620 for the same amount.
5. We therefore went to the store early before it got busy with a view to either paying £50 and keeping the original phone or swapping to one of the two other options at £17 pm. We were dealt with by a young man who was rude and offhand from the start. First he said that there would be no difference between the HTC and the Galaxy as the Galaxy used even more data. We pointed out that that phone came with 5 times the data and 100 more minutes, so it had to be better. He was dismissive. I also enquired about the Lumia, and he said it was identical to the HTC. Again, I pointed out you got more for the same money. Again he was dismissive and unhelpful. He looked up the phone in his book and said we could have the same amount of minutes and more data with the same phone (the HTC) for £17; all we had to do was call 2020. My husband said this didn't sound right as that would have surely been recommended in the first place. The 'assistant' then realised I had to pay £50 for this tariff and this phone, which I would have been willing to do had I been treated with any consideration.
6.He still told me to call 2020 and sort it out myself. I said (very politely), that as I only had 4 days left and I was going away for the weekend, I really didn't want to leave the shop until it was sorted out. He got rather aggressive, throwing up his arms in a very inappropriate manner and saying, 'I always help.'
7. As we were no closer to a solution, we decided that the best thing to do was to hand in the phone and go back to my original phone on the Simplicity tariff. The 'assistant' said the tariff would be 'the nearest thing to that.' My husband enquired what exactly the tariff would be, but Harry said repeatedly that it would be near to my original one but not exactly that because 'it no longer existed.' My husband pointed out we could hardly accept a tariff without knowing what it was, at which point, Harry was extremely rude, saying, 'I'll say it again ...' My husband said, 'Look, I've been very calm up till now, but I'm going to lose my rag in a minute. If you don't want to deal with us, perhaps you could call someone else over to help us.' The assistant manager had been keeping an eye and - instead of coming over to resolve the issue, sent another assistant over to threaten to escort my husband off the premises. Alan himself went into the back, which seems very unhelpful. WE NEVER FOUND OUT WHAT THE TARIFF WAS.
8. We didn't raise our voices at any point but had several very reasonable questions which were not answered satisfactorily. What really upset me was that at one point, the 'assistant' said, 'I won't be spoken to in this way', which was extraordinary as at no point was I rude; I was more bemused than anything. I replied, 'Hang on a minute. I was told by an 02 operative to come into this store and explain the situation, which I have done. In other words, I have done exactly as advised by 02, but you have been rude and unhelpful from the start. I am a paying customer and you are supposed to be here to help me.'
9. I then went home and rang 202 - again - and an extremely polite, pleasant woman checked my tariff for me. She seemed to think I could go back to the original one after all, but she wasn't entirely sure. My phone was cut off, so I had to set up a Simplicity account again. I checked the payment had gone through, which it had. Two days later, I received a text to say my phone would be cut off, so again I rang 2020; she confirmed the payment had been received, but we were cut off in the middle of the call! Having removed the SIM card and put it back several times, it eventually got signal again. (Switching it on and off didn't work). THE NEW TARIFF IS CONSIDERABLY MORE THAN MY ORIGINAL ONE.
There are several issues here:
I am a 54-year-old teacher who has never encountered anything like this before by a salesperson. I do not expect to be treated like this; basic manners cost nothing. In addition, it seems that the different people in the company 'are not singing from the same hymnsheet', which is confusing and frustrating for the customer. I had been with 02 for over 5 years, have always paid my bill and had no complaints with them before now. Because this situation was mishandled so badly in the store, I now think the best thing to do would be to change provider. I also think they need to be aware of the level of service - and management - at some stores as I doubt I'm the only customer who is dissatisfied. The whole experience was extremely upsetting - and I am out of pocket to the tune of about £40 - and have made no change to my phone or tariff, except to pay more for something close to my original service! I do not recommend this company as there seem to have been some drastic changes; all companies are interested in making profits, but 02 are ruthless and do not care about their customers at all. I will NEVER use them again once this month is up.
I sent an email of complaint to 02 on Sunday and as yet have received no acknowledgement or response, which indicates (a) their level of customer care and (b) their level of complaints, I suspect.
Arlette Fairclough found this review useful
I have been an O2 customer for several years and was perfectly happy with my service until I lost my phone. I was leaving for the week to visit my sick grandfather and had just sat down on the tube when i realised my phone was not in my pocket. Having only left the house 10 minutes before I assumed that I had left it plugged in and charging and thought nothing of it. When I arrived home the following saturday, after a thorough search of the house, I realised that my phone was in fact not there and must have been stolen. I immediately went to my nearest O2 store to report my sim as missing and get a new one. While there I made a call to O2 customer service to activate my new sim. I was told by the service rep that during this week period I had acquired a bill of £213 on international calls and premium lines, none of which I had ever called before. I explained the situation and she very bluntly told me that I would be liable for the charges because I had not reported the sim as missing and had it blocked. I explained that I did not think it was missing and had reported as soon as I was aware but she said that "that is not our problem'".
I then spoke with the in-store customer rep and he assured me that I should call again and that it should be sorted out, as long as it was obvious that the charges were not made by me. So I called again and was incredibly relieved to find another rep who said that they were sure it could be sorted out and that, looking at my recent calls, it was obvious that they were not made by me. He filled out a form on my behalf (which was not even mentioned by the other rep) and said that I would receive a text within a week to tell me whether the credit to my account had been approved, saying that he was sure it would be sorted.
A week goes by with no text so i call again. I am told that I will receive the text in the next few days, although the bill is set to be taken out of my account in the next few days. I receive no text and then, a few days later, see that £213 pounds has been removed from my account! I phone up the next day, outraged and explain the situation to the next rep. He looks at my account says "oh yeah, that request was declined" and proceeds to explain that "These requests are never approved" and that it is my own liability that someone else has used my phone. Once again I explain that I was unaware of the fact that my phone was not at home and did not want to cancel my entire account because of me leaving my phone at home. this receives no sympathy so I say that I would like to speak to someone who has the authority to authorise this kind of credit to my account. I am told that I will receive a call back later that day from his manager. I did receive a call and I explained that I would be cancelling my contract and spreading the word of my ordeal unless something was done about my situation, only to be told (quite rudely) that it is 'company policy' and that it makes no difference because he cannot authorise this kind of thing. I then ask if there is anyone I can speak to who can authorise this and I am told that no, it is literally impossible for me to speak to ANYONE who has the power to sort out my problem!
Suffice to say, I will be terminating my contract with them as soon as possible and strongly advise everyone reading this to pick literally any other phone company. You would think that a multi million pound company would be willing to accept £200 of charges to retain a long term customer who would have remained with them indefinitely. Clearly not! to be honest though, after the shocking customer service that I was put through I would probably have cancelled my contract with them anyway.
DO NOT USE THIS COMPANY!
Arlette Fairclough found this review useful
I've been with o2 since I was a child, I'm now 25. I had never had any problems with o2 until I recently tried to upgrade my phone.
Without going into too much detail, they basically fudged up the upgrade and made me return the handset and said I had to go through the whole upgrade process again. All because of their own misleading sales team.
I was left without a phone for almost 2 weeks as things were delayed etc. Made a complaint and they did actually resolve it well and to my satisfaction.
Will continue to use o2... for now anyway...! :)
My wife and I have only been with O2 for 3 months, but so far everything is perfect! Good signal, good deal on the new iPhone 5 and now we have decided to use their broadband service (Instead of Virgin Media's terrible broadband). O2 seems competent, friendly and has very friendly staff. Whenever I deal with them I go to their store on 286 Chiswick High Street. It is a bit out of my way, but the staff there is fantastic and they deserve 90% of the credit for making us stick with O2!
i had a contract with O2 for over five years. At Christmas I got a new O2 contract via Carphone warehouse. because the previous O2 contract had 8 months to run they insisted on charging me £120 (despite the fact i was staying with O2). I accepted this and at the time the customer service person said i would be sent an electronic or paper bill as he could not be precise about the amount due.
The next thing i hear is a letter from a debit agency threatening me with legal action if i don't pay the £120 plus an admin fee. i tried to take this up with O2 but they refused to speak with me as the matter had been handed on. I tried to explain to the debt agency but they were not interested in anything but how i would pay this new increased amount.
I agreed to pay the original amount and went back to O2 to complain about the lack of communication and the referral to the debt agency. I was advised to use their webchat. this resulted in 30 mins of complete and utter rubbish (i still wonder whether this was just a computer generated algorithm?) that resolved nothing.
After sending further emails and insisting on a written response i did get communication from a real person. he advised that i was sent a letter about the debt a month ago. i did not and when i pointed this out he advised that i could access the letter i was meant to have received by paying £10 to access my O2 correspondence - outrageous!
O2 take no responsibility for their poor practice. there are so many things they could and should have done before referring me to a debt agency. they could have phoned me,. they still have a Direct debit in place so could have accessed this.
I am tied to O2 by virtue of a 24 month contract which I am not going to spend £100s more to buy myself out of. However they can be sure I will get as far away from them
as possible once I am able. i suggest you keep away too.
Arlette Fairclough found this review useful
If I could I would not have made the mistake of giving O2 a second chance and signing with them for 24 months.
Biggest mistake in the past decade I've made.
Bought an iPhone with them that was locked, which makes it useless the 5 months of the year I am out of the country.
Their customer service is quite poor compared to what I've experienced with other companies, and they have a habit of hanging up on people when they don't know how to solve a problem.
If you are looking for a new mobile phone I cannot emphasize how important it is for you to forget about even walking into an O2 store.
They provided inaccurate information about tariffs meaning calls cost 5 times as much as quoted resulting in incredibly high charges after just day one..
When asked for a refund was told that it isn't possible because "they didn't do anything on purpose" and that they "can't give refunds anyway".
The customer service staff available online, in the call centre and in the store are all absolutely incompetent, have zero customer empathy and are more than happy to speak to you in a highly sarcastic and derogatory way.
Once they've got your business they could not care less.
Contacted 02 to see about a contract and thought that they offered First Group employees discount. I can get better discount on the internet at other service providers. So do yourself a favour and negotiate discount elseware and vote with your feet and AVOID 02 as they have zero flexibility :-(
Don't even bother complaining to O2 coz they don't give a toss
I ordered a Samsung Galaxy Note 2 online with the £50 cashback offer.after entering all the required info it said We need to do further checks someone will be in touch in the next 24hrs to let you know if you have been accepted. I received an e mail within minutes that said thanks for choosing O2 and confirmed what I had ordered but didn't actually confirm I had passed all the checks. No one got in touch so I waited until delivery day. Nothing arrived by 5.30pm so I started a web chat to find out if I had actually passed the credit checks & if so where my phone was. I was told that I had been accepted and the phone would be delivered the next day ( a day late) I then had a text that said it would be delivered between 10.30am & 2.30pm Next day 4pm Still no phone but I did get an email that said my first bill was ready & that it might be more than expected as they have been charging me since I placed the order & I had been charged for next month too all before I had even had the phone. I phoned up and asked to speak to a customer service manager the guy said Why I said because I'm not very happy HE CUT ME OF. I phoned back & asked again to speak to a manaager to which he just kept saying why do you want to speak to a manager? & what are you going to say to him/her? & what do I want him/her to say to me? I kept just asking to be put through but he kept just asking why etc after many minutes of going round in circles & having to get angry he then put me through to a guy called Paul by now iI had had enough & told him I wanted to cancel the contract I mean why sign a 2 year contract with a communication company that doesn't communicate very well. He offered to find out where the phone was I said too late I don't want it. He did the usual I'm so sorry blah blah blah I said look forget the meaningless I'm sorry just tell me what you think about the level of service & what are you going to do about it He said I'm sorry you feel.... I said look let's just get to the point What do you think about the problem he then too cut me off So not only do O2 struggle to keep you informed unless it's sending you a bill but they don't like talking to their customers or listening to them either I took advantage of 7 day cooling off period & cancelled the contract before I had even received the phone. I then went to the Trafford centre & got a better deal with 3 Then the farce of trying to return the phone after it eventually turned up began.....
Well I thought I'd take advantage if the simplicity deal after being a Payg customer since 2009. Telesales rang me and I advised him I needed a microsim a day later they sent me a normal SIM so I cancelled my contract within the 7 day's cooling off period and they attempted to take the bill out of my account. A week later I thought I'd try the internet route, when I was placing the order there is no option for the choice of SIM so I went on the live chat and explained to them i need a microSIM she assured me that when I placed the order she would make sure I got a microsim . Today I'm reeling because I've got a normal SIM. My opinion is no matter what method of ordering you use they can't get it right!!!! What a load of crap O2, crap customer service too.
Having been a loyal O2 customer for years you think they would treat you right, think again. After a fraudulent business account was set up under my name 18 months ago I thought that O2 would try their best to try and sort the issue out ASAP, seems not. This issue has still not been resolved and O2 are becoming quite harassing with their letters and bills. The current bill is now over £6000 and they refuse to halt the account and have even let a new IPhone be added onto this account to a random address in London; 73 Oakley Square, London, NW1 1NH. They refuse to carry out a full investigation into it despite publicity admitting that they "HAD NO CLUE WHERE AND WHEN THE ACCOUNT WAS MADE".
So if this sounds like a Company you want to be involved with carry on.
The coverage with O2 pay&go is bad. When you are abroad they start their 'marketing research' calling you from 80000 number to scam away your money for the incoming call as you pay for the roaming.I contacted them from the US (imagine the time of calls 'cos of time difference)and only after my complaint they stopped calling from that number.
I bought O2 Pay & Go with the exact purpose to use it a year later abroad. I was asured in store that the Pay&Go phones are not locked for O2 mobile network. Being on holiday in Europe I had a problem with a local sim-card. On coming back I called the Customer Support and they say: No, no it's not us. It was that European network.
Now I am in the US, wasting a month for awaiting for unlocking details. Having been promised twice so far to check my email, spent hours chatting with agents just to be asked againn and again to top up and only than they will send me the unlocking details.
Eventually, I qiuted saying good bye to O2 and just feel sorry for wasting my time and money on roaming with them.
Every time I asked them to unlock my phone they asked me for new additional info, and then told me to wait for a week, then for a week and now more than 30 days later and an unfair request to top up 15 pounds maintaining balance (which I can't spend on anything. It should be there for yet another 7 days) I am still with a locked phone. I've just given up.
Stay away from O2. There are much better mobile networks in the UK.
I have been a customer with O2 since march of this year. I took our a 24 month contract with a blackberry Bold 9790 5 weeks ago the phone stopped working I took it back to my nearest store sent it off for repairs and a week later was contacted to say that the phone couldn't be fixed and because it was under warranty (great i thought) I was legible for a brand new phone, i took away what I thought was a 'brand new' phone of the same model I had previous, to find out that it is infact a re-cycled phone where somebody at some point in time has had the phone previously to me so deffinately not 'brand new'! Now 5 weeks on my 'new phone' has had to be sent off again for the exact same problem only this time when I went into the store the sales advisor told me it was a 'common fault' on the specific model I had, clearly upset I asked was there anything I could do even suggested paying more to my existing contract to change the model phone (which i shouldnt have to seeing as the model they sold me on a 24 month contact hasnt even lasted 10 and was malfunctioning as of its own accord and not my fault) to which I was told to basically ring O2 customer services and 'kick off'. After spending 45 minutes on the phone to multiple advisors and being hung up on TWICE!! I was basically told to like it or lump it there was nothing that they were willing to do to help me. I do not agree all the staff I spoke to that day were rude and didn't care 1 women genuinely tried to help the situation but still after our conversation it was left unsolved. I have emailed O2 a complaint and it will be reviewed within 14 days but I don't expect their reply will resolve the situation I'm in. I do not value their customer relations much after this experience.
I have been with O2 more years than I care to remember but the service has been very good. Love the O2 app which lets me keep a check on current usage for myself and daughters phone so no nasty surprises. The only down side is recently there seem to be more black spots wher I have no signal ..... What's going on O2 ? Other than that faultless from the people in the store to those on the help desk -always a pleasure to deal with. Exceptional customer service.
I have mine and my mum's contract with them, after a few months, my phone started cutting off calls every few minutes as did my mums, they told me both phones must be faulty, so we both now have brand new phones and still the same - so very expensive 'advice' from o2. I have phoned/e-mailed/live chat with them and they have more or less just said 'oh well the coverage says ok in your town' - not offered any sort of solution, it can be seen on my bill that phone calls constantly cut off. Friends of mine are having the same issue so it is definitely o2s issue. As long as they have your money they don't care!!!!
Stephanie Jade Rogers found this review useful
My husband and I went onto O2 because we had relatives and friends on that network so we figured we would save money. I was SO WRONG! They ended up charging us double for FOUR months until we finally got the problem sorted. We have HORRIBLE experience with the customer service. One person tells you one thing while another person tells you something else. You CAN NOT change your tariff if you want to lower your monthly allowances and charges. One customer representative was even argumentative and refused to transfer us to a supervisor. They are VERY inconsistent. My mum in law ended up getting forced into a contract with them due to a family member not paying the bill in her name and they were absolutely AWFUL when she called to try and get a copy of the original contact and change the tariff. They charged her £49 per month just for 1200 minutes and unlimited texting. ABsoutely NO data was included in that. Even though it wasn't their fault that she had to continue with the contract they were NO help what so ever. The phone ended up not working for a month and despite many time we helped her take it in to get fixed nothing worked and nobody helped. We finally ended up getting them to send her out a new one just to find out that THAT phone didn't work either! It was absolutely ridiculous! Do NOT use O2 as your network! I don't reccomend to ANYONE! Sign their contract at YOUR OWN RISK! If you are a customer of O2 please make sure to check your monthly bill for unknown charges because they will NOT catch the error themselves!
So, hearing how good O2 service was we ended up with 2 contracts totalling about £70. Since then the network keeps having problems. Also now I have been having ongoing problems with my phone, and because I reported it a week after the warranty had ran out I am expected to pay. Not only is this unfair, but I think it is against consumer law. I'm not a lawyer so can't really argue the toss. Would I recommend them? No. Will I be leaving when both contracts expire? YES
From personal experience with dealing with 02's legal department, It has emerged in a shocking investigation that O2 has been damaging the credit reputation of innocent members of the public. 02 has failed to conduct identity checks on customers it has approved for it's mobile phone contracts!!
I've been with O2 for 8 years and use them for my phone and internet. I think the service is outstanding. It is rare to find a large company that still genuinely cares about its customers. On the rare occasion I have an issue, it is resolved immediately in a very considerate way (most of the time its my mistake).
Bills always correct, signal is great, prices are reasonable to low but most of all their customer service is exactly what it says it is, a 'service for customers', something many companies have lost sight of.
Please keep up the good work O2. I think you are brilliant and actually enjoy calling your customer services.
This is an appeal to everyone who may have experienced the same problem!!!
A recruitment agent managed to leave a message on my mobile without letting me take the telephone call. I was in the city centre where I had maximum signal. I was holding my O2 mobile phone in my hand because I was expecting a recruitment agent to give me a call.
Suddenly my mobile phone vibrated once. I was getting ready to answer the call but the call never came. In a few second I received a message from O2 to say that I had a voice message. It puzzled me because my phone had no missed call, and the signal was at maximum, so there was no problem for me to take the call. I went to O2 boutique, a technician said that it may be a problem with my SIM card. When I asked whether O2 was selling a service that would allow agencies to leave messages at will, the guy refused to answer!!! Does anyone know anything like this?
O2 is surely giving a discount to all customers that have been affected about the network disruption for 24 hours in July but they offered me 1,34 pounds on my 58,99 pounds bill (screenshot can be provided and will be posted on my Facebook). I think it's not that much of an good offer especially when I'm thinking I've been stuck of my own flat trying to call my friend that was inside, with no network.
I also think O2 may loose potential and existing customer by charging mobile data sizes on 3G with iphone 4 and above versions. Many mobile providers are offering it.
I went for O2 because I was sure the quality would be there, whatever the costs. But I'm afraid it's not.
Waiting for a proper return from customers services with a better offer.
I have been an O2 contract customer for 12 years, but never again. Provided you do not have a problem O2 are fine, but if you have an issue do not expect it to be resolved. In January 2012, 6 months into a 24 month contract my phone was stolen so I called O2 and asked them to send me a new sim - an easy task you would think. 2 months and 12 phone calls later I still had no sim card and was loosing my patience. I ordered the sim card for the last time and told them I had cancelled my direct debit and would only restart it when I received a sim card. Despite the "manager" saying he would personally email me to check I received the sim I recieved neither the SIM card or the email. By this time I had been 2 months without mobile phone service and had already paid for 6 weeks of service that I have not recieved. I gave up and made alternative arrangements for my mobile phone. Today I recieved a letter stating that they had called and text me to let me know that my account was in arrears and if I did not contact them my number would be disconnected. When I called to remind them that I did not have a sim so they could not have contacted me and that I have not had service for 9 months they said that they can send me a new sim today - I made alternative arrangements more than 6 months ago and that was not acceptable, they said that if I was disconnected I would be billed line rental for the remainer of the contract and would have to pay the amount in arrears. It took the threat of referring the case to OFTEL to get them to see sense and remove the outstanding arrears. I was so angry on the phone I did not ask for a refund for the 6 weeks that I had paid and did not receive any service for. I have since read a couple of other reviews for O2 and it is always the same, service is fine until you need them to resolve a situation.
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