O2 reviews

O2 reviews

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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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Upgrade to iPhone 5s ……. better off with o2's retailers

My package with O2 just qualify for "UpGrade" and O2 offer me iPhone 5s 32GB for £57 per nth , with same spec CarPhone offer £32 per nth & so as other O2's agents !!
Very very disappointed that O2 do not take care of their direct customers ………. sadly after more than 20 years with them , I felt is time to depart !!
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Won't repair my 3 month old phone

Bought a Sony Xperia 3 months ago from 02 and stopped working - they sent off for a repair and it was returned "unrepairable due to me breaking the charging port" - all I do is charge it each evening so not sure how I am supposed to have broken it - refuse to replace the phone so I'm stuck with 21 months to pay and no phone - appalling service!
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I find them very prompt on their web chat

Any time I have problems, they are available to help on webchat very quickly which saves me calling. I rate them 5 out of 5 for webchat. Thanks, Rach
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Dreadful service. Unacceptable.

I am leaving o2 today. The service was, at one point, quite good, but has degraded to the point of being useless. I have had to endure awful reception, constant texts about other deals and plans (as if they weren't already leaching enough money from me) dropped calls, unsent texts, calls being ended abruptly (often when I'm in the middle of a sentence) and, disturbingly often, the complete inability to even make a phone call in the first place, which, as I am sure you can all agree, rather defeats the purpose of being a network; if you can't be absolutely certain that your customers will be able to CALL PEOPLE ON THEIR PHONES what on earth is the point of trying to provide a service? I am now in the process of changing my network to a company who is serious and is not larking about, playing games and pretending to be a business. I have had no help and no explanations. My emails have gone unanswered. I could have had a doctor's appointment this morning. I have a host of illnesses I need to sort but because o2 decided to be lazy and useless I now have to wait until tomorrow. Great. I rang and rang and I missed the window because my phone outright refused to connect the call. I am extremely angry. I am utterly convinced that every single five-star review of o2 I read on this site has been written with the promise of money involved; I refuse to believe that they are legitimate, and if any of you o2 lackeys are reading this and you'd like to debate what I'm saying, go ahead. Please, I would love to hear you try to defend yourselves. I could do with a laugh today. And if you decide that, after reading this, you no longer want me as a customer well... I don't honestly care. I blew ten pounds on a service that I can't even use. Oh, and I warn you now that ANY reply, any kind of response from you will be made public. I will post it to every single review site I can find. Trustpilot, Yelp, I'll post to Facebook, I will make everybody I know aware of it. I promise.
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Very Bad

Dont go with o2. I purchased a business phone from them i had it replaced twice in two months as it kept packing up.I rang them again and asked for a different model they refused and a manager was supposed to call me but never did. The phone has packed up again so i am getting a cheap one to replace it as my contract is only 3 months old. One thing i will be doing is changing phone provider when this contract runs out. They should be on Rogue traders as they are crooks.
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o2 cheat with customer by doing sales with franchise people.

we dii all friends so many contract with o2 and they promise discount , some got and some not finally we complaints o2 and we heard from them is they only provide service their so many stores not owned by them so in this situation we are not going to help you. i ask them why you not describe on your website when we find store locator . they replied stupid answers.... they arguing and said do what you want to do. and their franchise store making contract on name of o2 shop . so this means they both one but in service no one take guarantee.
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No help on the phone, even less on web chat :-(

After various complications, (trying to end my contract) I was offered a months line rental back, so, I thought, ok I've had loads of hassle but let's take it and never use O2 again and that will be an end to it, some small payment for hours of hanging on and numerous awful web chats, however it seems that even that was an empty promise, much like all the things I asked O2 employees to do for me. On the web chat they don't even seem to read the question before a standard reply comes out. STEER WELL CLEAR!
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Overcharged me, admited to it but never refunded me.

I was overcharged £20 in august, informed that i would be refunded on my next bill, which i wasnt due to a technical "issue" which they refused to define.
Overall i must of wasted at least 10 hours of my life dealing with o2. It is a releif to be free of them.
They do not value their customers, they make promises which they do not keep.
Dont bother signing up to their service they will waste your time, and maybe steal your money.
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O2 Customer service is all talk and no action.

I write this out of annoyance that after 3 months and collectively 6 hours trying to cancel iPhone insurance with O2, they're still taking my money. They're excuse is that there's an error, but on 3 completely different occasions they've assured me that it is cancelled, only to find it's not. O2 customer service has failed 3 times to call me back with confirmation or an update following this error.
I've been an O2 customer since 1998 (15 years)... simply this isn't the company it was.
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Terrible

My O2 mobile connection went off after one month of buying the 15GBP O2 Unlimited per month. I went to the O2 store in Castle Square Belfast to see what went wrong. The customer service guy told me I have to top it up and the connection will be restored in few seconds. So I chose 10GBP O2 Unlimited per month, paid my money, waited 5-10mins and still no connection. I went back to the store and informed the same staff. He took my mobile phone to check the connectivity and while removing the cover he dropped it on the floor. Then, he removed the battery and simcard, put them back again and switched the cellphone back on. The connectivity was restored, showing I have a balance of 21.5 GBP .... "I shouldn't have paid 10GBP earlier on" I told him, he said yeah!!! I asked him if he can give me back my 10GBP because I am leaving in a week and I don't need all that balance. He explained that he cannot because my payment already passed the 10mins limits !!!!
These guys are clueless, they know nothing about the services on offer. I was lucky he didn't break my cellphone...run away, very bad service.
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Horrendous service. 5 hours on hold in total!

I've been trying to give O2 my 30 days notice as my contract finishes next month. I was on hold for 2 hours yesterday no word of a lie. Didn't get to speak to anyone from cancellations. Eventually gave up and tried the chat service online. Bad idea. I explained what I needed which was very simple but none of them helped me they just tried to transfer me to cancellations who I now think is a non existent department as they didn't reply through the chat service either. I was disconnected every time after 5 attempts I'm still no nearer to speaking to anyone and to get my PAC code. Horrible company to deal with. Stay clear!!!
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THE BEST

i do hope I am not testing fate! I have been with Vodaphone (dreadful customer care) and Orange (service became worse and worse as prices went up and up), having had a mobile for 20 years. I actually have 6 numbers on my contract. O2 have astounded me with their service and although I sympathise with those who have had bad experiences, be very careful who you move too. I'm sure if you speak to O2 complaints department (free of charge on your handset) they will be happy to help as they do seem to be concerned with customers and their problems.
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Best UK Network Provider

I have been with O2 for many years now, and am pleased with the level of service I've had over the period of time I've been with them. They are very helpful and have friendly customer service team! I have had friends who are with Orange and there is a huge customer service difference. I would recommend anyone who is looking for a contract, PAYG or any other service O2 offer to go with them.
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Diabolica Customer Service

I have been with 02 for over 5 years with no problem until this weekend. Last week I lost my phone and bought a new 02 sim to install into my very old phone. I contacted "chat" for them to block old number and transfer it to my number sim. They asked for my password. I told them I don't know what it is as I have never had to use it and they refused to help in any other way such as asking other type of security quesitons. They told me to ring Customer Services which I tried to do do several times with no luck. On Saturday I tried chat again.

This time I was in touch with a lady who understood I could not remember my password .. so, she asked me for the last two numbers I used. When I provided her with this information she was happy to arrange for the transfer and told me to try my phone in four hours but that it would take upto 24 hours to process. I did this but nothing happened. So, on Sunday I tried the chat again but this time they insisted on having my password. They would not accept that their colleague had been able to access my account the day before and had promised to transfer my number. After 20 minutes of arguing the toss, I asked to be put through to complaints. The woman I spoke to there was easily able to access my account with no problem and having asked me the exact same questions as the lady before in a different department. She apologised for all the inconvenience and assured me that the transfer would be done, together with a £10.00 top up for free. Once again this did not happen.

Today I tried chat again and was again refused any real help, so I was put through to complaints again but was told "Im sorry I cant help you as I deal with Pay Monthly complaints and you are on Pay as you Go, I will transfer you"... so I was transferred.. gave all the details again..... and was told "Im sorry I cant help you as I deal with Pay Monthly" YEP unreal I was transferred to same department. At that point I has wasted enough time and rang off

All this time, they were trying to placate me - im sorry you feel that way, I would be annoyed too etc etc etc.

Then this evening I spent over one hour on the chat to the complaints people I was made to repeat myself again and again, I was asked to try turning off the phone to see if that would work.. no of course not and besides I had tried that several times. I was told "we will ring you back" and giving a number I have on the desk they said they would call me tomorrow until I said that number was not in use tomorrow . I wont bore you all to death with it but in a nutshell, they did not listen to me, did not read the notes and would not help me at all. They have now lost a very loyal customer of over 5 years . What a shame
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Horrible customer service.

The company deactivated my phone because i couldn't pay for my bill as i was abroad. Then charged me 15 pounds to reactivate it. I had to call them 5 times just to get it activated. the staff were rude and apathetic. I will be switching companies the minute my contract expires
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Terrible

Been with O2 for many years now, however the phone I had was not the best and don't think it was working properly for the day I got it. Having went into the shops various times they didn't really want to know and pretty much fobbed me off. So I went to phones 4 u who told me to call O2 and ask how much I had to pay to cancel my contract, I called waited 20mins to get through and the lad said £205 ... Ok so phones 4 u said they would give me £ 180 towards the fee which left me to pay £25 not a problem considering I was getting a decent phone with more extras for less, they said I would need to sort with O2 and I carried on with a new contract phones 4 u were brill. The new contract was a good deal which they however said the 14day cooling off period was not available. Spoke with O2 the following day waited this time 25mins calling from my new phone on a 0844 so that will cost me. The said to end my contract was £304 when I challenged the girl advised it was non negotiable even though I explained the call the day before i was told £205. There's no way I could have misheard at all. She explained that it should actually be £314 but the previous lad had miscalculated, so hang here I'm told over the phone first £205 then call back its £304 but now it's £314. I explained there is no way I would end a contract early knowing I would pay £125 as £180 was given by phones 4 u just does not make sense £25 yeah no problem with that. Anyway she put me on hold and came back to say she had spoken with a manger and no way would they except £205 (which is what I was first told) I did get upset £100 more than I should be paying is a lot to me and simply cannot afford to pay it, I can say I will NEVER use then again after this. I did request a copy of the call recording which was brushed over and was told I had to pay. so some idiot mis advising me has cost me £100 extra which I am not paying. I have told my friends and family this and they are reluctant to go with them. Obviously O2 won't be bothered as I'm only 1 person of however many they have, but I do my best to spread the word about my experience!!
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Best network provider out of all.

I have been on vodafone (absolute scam), 3 (bad customer service in general) & orange which have all been a nightmare. O2 are by far the best provider all round and i have been with them for 2 years, customer service is great, signal is better than most, they dont overcharge you or
mess you about, i even signed up to pay an extra £10 a month for an iphone5 just to be on o2 rather than any other network.

At the end of the day, with sorting out issues you have to go direct to managers. Everyone working for any provider are going to be the same, it depends whos on the other end of the phone. Although it shouldnt have to be like it, if you get rudeness back from a representative, just hang up & redial and you will eventually find someone who will help you.

Just remember, when you are feeling angry & frustrated with the service your given, thats when your more likely to write a review to express your frustration. The best way to find out what network is for you is to ask family and friends for their recommendations.
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went downhill

I have been with 02 for almost 5 years and they were always great with deals & offers etc. My current contract (24 months) was the one that I had problems with. The phone had an technical fault in which it wouldn't charge sometimes, 02 told me this was a system fault with the iphone 3gs and nothing could be done apart from trying a new charger. This didn't work either, every time I update my phone it doesn't charge then it works again and does the same thing a couple of weeks later. So my phone is basically useless 50% of the time. O2 could only offer me a charge to buy my contract out even though the phone was covered?? And were very unhelpful even though im paying for a phone thats not working!! So I heard about phones4u and that they could buy you out of your contract which they have, great service to anyone wanting to do the same, they have put money in my bank to cover the cancellation fee for my 02 contract and my new phone (with a new network provider) is on the way.. 5 months before my contract finishes :)
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Good service at Stratford

Had my SIM card checked with no hassle. Good service and was on my way in no time. The problem was the phone!

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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 170 out of 183 in the category Mobile & Internet

O2 is ranked 54 out of 59 in the category

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

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