O2 reviews

O2 reviews

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Terrible customer service

I visited my local 02 shop in the Kings road, London to buy a pay as you go dongle. The manager insisted that o2 do not sell pay as you go dongles and persuaded me to take out an expensive contract. 8 months later I now realise that she was lying and that 02 do sell pay as you go dongles.
Trying to cancel my direct debit and replace it with a pay as you go dongle was a nightmare. I was left hanging on the telephone for an hour. I asked the manager and an assistant if I could cancel by writing a letter and they said I could not. I later found out that it was fine to send a letter.
I have been lied to consistently by 02 and recommend anyone reading to use another company.
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Lousy network coverage

I'm really disappointed with O2 - their network coverage is abysmal. No matter where I go, I rarely get 3G and more likely GPRS which is next to useless.
when are O2 going to improvew their system - if not I'll be looking for another provider when my current contract expires.
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I personally cannot fault O2 after 6 years.

I started with O2 on pay as you go but after needing to get a smart phone I went onto contract. To be perfectly honest I would say that having mobile phones and dealing with mobile networks for over 13 years now, O2 have been a brilliant provider.

Sure there has been some tiny hiccups with signal and bolt-ons but nothing the customer service team did not help with.

There is a a lot of negative reviews I see here but let's be honest people only review on a site like this when they want to complain.....

I for one am very please with the service O2 provide me with.
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Unbelivebly bad customer service

I had a line only contract for several years with BT/O2 for my mobile phone, my phone broke so I chose a new phone and 2 year contract in the local O2 shop. I had paid for all the years with a direct debit from my Barclaycard, I was told I could no longer do this so provided my bank details for direct debit. First problem, noticed over christmass, the internet was not available on the new phone without my house WiFi. After Christmas1.5 hours on "Chat" did not resolve this so decided I would visit the O2 shop when I had time. A couple of days later I had a text saying I owed money, now I couldnot make phone calls. Chat again, 50 mins later, and 2 connections to chat I had my phone back and internet connection on the mobile. Monday morning I had a letter from O2, perhaps an apology, no a Default Notice stating I owed £0.00 and I must pay this within 14 days. If the action required was not taken within 14 days further action would be taken. I rang the Payment Difficuilties phone number and asked them to explain the notice, all I heard was I owed £10.50. I asked what I had not done when I signed the new contract that put me in this situation. The answer was perhaps I did not have enough money in the bank. After assuring the gent on the phone I did, he concluded it was my banks fault for not telling me it takes could take14 days for a direct debit to be set up. So if you want customer service, uninerupted smooth transition or any sort of sence from support, do not choose O2.
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Great Service

Finding it extremely frustrating to replace my broken iPhone 5 charger, I contacted O2 to be advised which of their variety of chargers would be the best for me to purchase. I contacted their customer service via live chat due to my busy schedule. I was transferred to the correct department in seconds, and the second adviser provided a replacement charger free of charge. Fast, Convenient and very Satisfied customer!
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Unbelievably Rude customer service

I couldn't believe how annoying this Apple stuff is!

My phone didn't have the that button and says "well it wouldn't work without that button!" I says that's impossible as my phones been fine but now I can't get onto wifi.
I could never get into 3G either! I never complained and just thought that it was due to the location I was in. Now I can't even go on wifi and decided to take it out on the wifi company. They asked if my other phones did this and I said "no". They explained that we have very quick broadband and it wasn't their problem.

I decided to ask Apple Store itself. They found that Apple hasn't even activated the 3G network and told me to call O2. But after that phone call - their customer service is awful! They gave me such a talk about a settings that wasn't even there! It was definitely their fault - I mean I bought it from them. They then went on and on. My mother then explained again and again and still gave her the same answer. They sounded awful and told me to bring it to a store. Just hearing her again gives me a headache! Awful customer service. I've just found out that I've been paying £30 a month and not getting my 3G - awful.

Switch to T-Mobile! My sister's phone is T-Mobile and it is amazing!
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Avoid and join tesco moble instead

O2 have to be the most useless company EVER ! It`s not the signal that`s the issue in most cases but the awful customer service and very high prices of tariffs .I was with o2 for a year and the customer service I must say was CRAP , along with over priced tariffs and NO customer loyalty deals what so ever either ? I found out that Tesco mobile run off the back of o2 so I contacted Tesco mobile and not only was there customer service 100% better there tariffs were half the price of o2 ( 4000 text , 1000 anytime , any network mins , 1gb data just £10.00 a month ) so how does that work o2 eh ? mmm I wonder ? Anyway I`m with Tesco mobile now and very happy with there customer service and virtually no waiting time to speak to a customer adviser ( unlike o2`s half hour wait every time ) O2`s signal to be fair is all ok on average but as for everything else forget it , just go with Tesco Mobile for sure .Thank you.
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WHAT BL**DY SIGNAL

The past month has been a joke except that it wasnt! Poor signal over the past month sometimes ther sometimes not, engineers working on the mast near you. OH yes?? so when are they due to finish the work i asked, well guess what, nobody knows, no end day specified, no schedule of works or when it is supposed to be finished, they all say sorry and we may give you some compensation. Thats ok then, the largest provider giving the worst service. Well when my contract comes up i shall be looking to change unless thet come up with a sensible compensation or renewal package. Till then i have no alternative but to soldier on.
REALLY PEED OFF CUSTOMER MR O2...i wonder of you ever read these comments
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Cancel my previous comment below 'Useless Company......'

I apologize for my previous review (negative). It was not O2s fault at all, but mine. First I gave a wrong number of my mobile requesting to unlatch. They wrote to me that number doesn't exist. Then I realized it was wrong indeed. Then I gave them a number, but I again realized few weeks later after reading the 'chat' record, that it was wrong too. Then I supplied the correct mobile number. Then they asked for its IMEI number, which they said can be found by dialing *#06# and I did that with my new phone without realizing that I should have dialed the above numbers using the old phone which I needed unlatching. So again I provided a wrong number. Later on I realized my mistakes and provided the correct details. Within minutes everything was sorted. I felt so ashamed and embarrassed. But the customer care persons on their 'chat' were all extremely polite all the time. It was completely my fault right from the beginning. So readers please disregard my previous comment. I apologize unreservedly to O2, and to you readers.
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AWFUL, FUUUUUUUUUUUUUUUUUUU.....

I hate O2 they just steal my money. They can't provide even the 10% of the speed that they had to. They should give me 14Mb/sec but in reality it was 50KB/sec.
Second they don't have English support. If you buy and don't know German you can't use it anyway. Even when You call to support they start to speak only in German. NO ENGLISH!

Hate hate hate.......
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Very Poor Network Service on my Pay Monthly Contract !!!

I have been with O2 pay Monthly for over a year now, and the network is very bad, my calls keep dropping, people call but my phone is unavailable. O2 keep telling me mayba a mast has gone down ... or its my phone or sim..
I have changed phones and simcard.. stillno improvement, I get 2 service bars and less !!!
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Check the terms and conditions very carefully

I recently came to the end of my 24 month O2 mobile contract. On the final bill was a credit, only small, but a credit which I assumed would be paid into my account on the usual day of the month that they normally took payment. No!!!!, when I contact customer services they said I had to request payment of the refund and then maybe 5 to 10 days after requesting payment it would be paid to my bank account. If you have a mobile contract with O2 please read the T&Cs thoroughly. I fell fowl of another T&C when trying to give 30 days notice of closing my account, I thought I could go to the O2 shop where I took out the contract.....No!!! you have to phone the call centre and listen to all the Cr*p about why are you leaving, won't you stay etc.
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absolutely appalling

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.
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avoid free calls

don't think if a certain type of number is free like 0800 (/ 800 from mobile) it is free on O2. Because it's not. It's at least 20p/minute. In the 4 years I have been with O2 there wan't 1 month that I paid the supposed and agreed monthly package price. You are going to pay at least £10/month more due to calling these numbers. And you will call these numbers because it's raining you don't have a landline and its just a short call to edf energy anyway... bullshit. And boy they know this very well. This is where their business lies. Bastards.

Not to mention this brand new rip off called "Be more dog" or "Refresh" where customers (the stupid ones) can do an early upgrade if they want to loosing their discounts that would come at the end of their contract. I mean they do take out a new contract with O2 don't they deserve some discount as against to those who just walked in from nowhere with no history with O2 at all? I have been with them for 4 years and I wanted to upgrade as usual 1 month early. But now I can go eff my self and shove up teh 4 year up my a$$ becuase now we have this brand new brainstorm of a 22 year old executive from O2 called refresh and "be more dog" bullshit. I cannot get any discount. I will have to pay the price the person would pay who just happened to walk in possibly an illegal immigrant with no checkable personal history or credit rating or anything people could call background. He could be a serialkiller for all we know and I am listed in the same category. It's simple. Get the phone you want, pay cash and get a pay as you go sim from any network it doesn't matter just don't get an O2 pay monthly package because you WILL regret it.
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Hugely disappointing customer service from O2

A month ahead of a number of months abroad, I called O2 and agreed they would put me on the lowest tariff while I wouldn't be using any minutes or data abroad. I stressed that I would like this to occur in a month's time. It was actioned for the next day so I called again and was assured it would be sorted out and I would get a goodwill gesture. Upon arriving in Ecuador, I realised I had been overcharged by £50 for the month and my tariff was still the same as before. I explained this on a live chat and asked for it to be resolved - a refund and the original tariff change as requested. I then went on a few tours and double checked in Chile only to find my tariff still hadn't changed and no refund nearly a month later. I emailed on the only address I could find but this was a no-reply address so upon landing in Peru I did another live chat. This time I was told the tariff change would not be possible. I had been misinformed all along. I pushed for a refund and was told they would make a goodwill payment which works out to be a refund plus £3 for all the inconvenience. And, now I'm abroad I find out the lower tariff is not possible. Had I known this before I would have cancelled. I don't know what to believe any more - every customer service agent gives a different story and drops the ball. When I return I will be investigating other options as O2 has really let me down.
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3 Years of excellent Broadband and Mobile Phone service

I realise that when writing a review you can only go by your own experience. Looking at the O2 score so far it appears to be some way from perfect but I have to say that in terms of the O2 Broadband service I received before changing a couple of months ago, it was excellent. Rarely did I need to contact their Broadband helpdesk but whenever I did I found them to be very knowledgable and very very helpful.

The only reason I moved is that O2 was being taken over by Sky. I decided to move to Virgin - what a mistake that was!
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Appalling service

Even giving one star is too much for this company. If it was possible I would give a zero rating. The customer service with O2 is appalling. I purchased a new Samsung S3 and immediately started having faults with it. I took it back to the store and they said they were unable to replace the handset but would send it in for repair. I then got it back and it was still faulty. This happened three times. Last time it was working for more than a week. But then, surprise surprise, it was faulty again. I took it back into the store and they said as they had already sent it to be repaired three times they would now replace it and I would receive a new phone in the post. After the promised 2 weeks I had still not had a new phone but I was still paying off the phone on my monthly contract. So I was using an old phone with no internet capability while paying £50 a month for a new Samsung S3. I called O2 customer service who said that they had received it and weren't sure what had happened to it, this was a week from my phone call to them. During this week no one from O2 had tried to contact me to advise me on the situation. I was then put on hold for 30 minutes until I got to speak to the repair centre who were clueless about me receiving a new phone. They said that they only repair phones and would send me the same phone back. During this time I was also speaking to an advisor on live chat who was extremely rude and spoke back to me. He was not able to advise on the situation and said that I should go visit the store that sent the handset it. Doesn't that defeat the purpose of having an online chat? Well I then called the Oxford Street store who after I explained my situation and frustration started yelling at me saying that no one would serve me if I was rude and that I can't speak to sales advisors in that way. I was unaware of where this came from as I was not being rude, perhaps my voice was distorted but I was in tears because I was not getting anywhere with this issue. I then asked to just speak to a manager as the sales advisor (Mark) started swearing at me. After holding for 15 minutes I then got to speak to the manager at Oxford Street retail store. The manager wasn't of much help though either as he said that I was a liar and none of his sales advisor's would promise me a new phone. But should they have they wouldn't have sent it to the repair centre but rather escalated it to O2 in store. But to me O2 is the store so I don't understand why he had to make me involved/aware of their internal issues. I am a customer who wanted something resolved, but he wasn't able to do this. Basically I am going to get the faulty phone back and once it breaks down again I can go to the store and escalate it. A total of 4 hours wasted, with no result. Does that sound like good customer service?
Well I then called O2 Customer Service, AGAIN because I wanted to let them know how horrible my experience had been and wanted to query about getting out of my contract. I got put through to a guy called Luk/Luke in Cape Town. They are now sending me a new phone and he said that they should have done this to begin with.
Turns out though that they did not send me a new phone and I am again stuck with the old broken phone that came with a note this time that they were unable to repair it!
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useless, incompetent and lacking

After 4 years with o2 i have a few points everyone should know.
- if your expecting any quality from customer services go elsewhere there useless, leave you waiting for hours, never call back and i have been hung up on from them several times while trying to make a payment!
- they send messages when your running out of data and when you have run out of data to let you know. they will not do this for texts and calls as i found out when i got a £160 bill after complaining to them about this issue. i am aware most other providers will let you know in advance before running out of allowances and incurring ridiculous charges. go elsewhere.
- they sell packages which state they include data, they do not you have to pay additional £2.50 for the data bolt on although it states on the tarrif that data is included. dont be fooled
- signal is generally poor, slow mobile internet and often wont even call out as a result of poor signal.
- their website is terrible, it has taken a year for them to set up my online account so that i can log in and check my bill. also after trying to make a payment online, which seems simple enough, 4 attempts later i still have not managed to pay them and they expect me to call their payments team at 25p a min to rectify THEIR problem.
- the chat support is fantastically useless. worse then calling a over seas call center and just as they start giving you information chat disconnects. time and time again.
so overall unless you enjoy calling to make complaints, question large bills and receive generally poor service from every aspect of the company, AVOID O2 like it were the plague.
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O2 Chat - totally awful customer service

O2 Chat service is really bad. The response time from the 'advisers' is ridiculous, we're talking ages. The 'advisers' command of the English language is rudimentary to say the least. Furthermore, wait times for phone based customer services are awful too. phoned today got through, did all that press one if you want to talk about...nonsense, only to be cut off. Sort it out. You're supposed to be a communications company!!
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O2 return of faulty phone

I took my faulty pay as you go Nexus 4 back to O2 in Milton Keynes on the 1st November, as the bottom half of the screen wasn't registering any touch. They stated it could take up to 2 weeks to be repaired, but typically it's done in 4-5 working days.

Queue Tuesday the 5th on November, the phone turned up at my door at 8am, just before I head off to work, working perfectly. Amazing turn around time, will definitely consider buying phones from them in the future.

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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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