every time I log into my O2 account to look at my balance, all I get is this information “Current Balance - This information is not available at the moment. Please try again later” it is absolutel... See more
Company replied
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See what reviewers are saying
Purchased Doro Mobile March 2025 from 02. May 2026 called at Nottingham shop as old text messages would not clear, staff could not clear them either .They sent off to 02 for repair. Yesterday 2nd J... See more
Company replied
Prompt kind caring service. Listened to my needs, talked about offers, applied my needs to all what was available. Vaish was particularly kind. Appreciated my limitations with IT but treated me as an... See more
Company replied
Let me clarify, Serena's help was highly appreciated - the only one that actually resolved my issue. That being said - my overall experience with the O2 company has turned towards the... See more
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Company details
Written by the company
O2 is a UK mobile network offering Pay Monthly and Pay As You Go services, including SIM only deals, phones and connected devices. Our aim is to help customers stay connected with flexible plans, simple account management and support when it is needed. Customers can manage bills, usage and upgrades in My O2, and use the My O2 app for account controls and benefits such as Priority. We read the feedback shared here on Trustpilot and use it to improve. O2 is part of Virgin Media O2, with a mission to upgrade the UK through better connectivity.
Contact info
Units 55-56, Victoria Centre, NG1 3QG, Nottingham, England, United Kingdom
- 0115 822 7942
4.8
Excellent
108 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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I went into O2 for a phone contract and…
I went into O2 for a phone contract and I was helped out by Natasha to find the right phone for me. She was very helpful and friendly when I was purchasing my phone another kind member of staff called Serena came over to help out and they worked as a great team!
22 August 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Very helpful and polite
20 August 2026
Unprompted review
Reply from O2 - Nottingham
Hello Danny,
Thank you for taking the time to leave a review.
We're delighted to hear that you found our team helpful and polite. Providing friendly and supportive service is something we take great pride in, so it's wonderful to know we made a positive impression.
We really appreciate your feedback and thank you for choosing O2.
Prompt kind caring service
Prompt kind caring service. Listened to my needs, talked about offers, applied my needs to all what was available. Vaish was particularly kind. Appreciated my limitations with IT but treated me as an intelligent person. Thank you for your respectful way of dealing with me!
19 August 2026
Unprompted review
Reply from O2 - Nottingham
Hi Eileen, thank you for your feedback, and we're pleased to hear that Vaish took the time to listen to your needs and supported you with your query with appropriate options, providing a positive experience. Thank you for taking the time to share your experience with us and recognising Vaish's service.
Good very nice
1 August 2026
Unprompted review
Reply from O2 - Nottingham
Hi Ajith, thank you for your kind feedback.
We're delighted to hear that you've had a positive experience with us. We really appreciate you taking the time to leave a review, and we're pleased everything has been going well. 😊
Perfect experience very professional
Perfect experience very professional
17 August 2026
Unprompted review
Reply from O2 - Nottingham
Thank you for taking the time to leave us a lovely review Murat.
We're so glad to hear that you're enjoying our services and we've been able to deliver the service we strive for. We're sure that this will continue, but if you do need our help with anything else, please get in touch using one of the following contact methods.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/3U0E0tD
Facebook: https://bit.ly/4qmNpaV
Serena very helpful with complicated…
Serena very helpful with complicated problem,smart lady with patience with elderly customers,a good employee in my opinion,andy72.
17 August 2026
Unprompted review
Reply from O2 - Nottingham
Thank you for your review Andrew, and pleased to hear that Serena was able to help resolve your complicated issue and that her patience, understanding, and support made a positive difference to your experience. Thanks for taking the time to share your experience and recognising Serena's service.
Excellent service from Joshua & Serena…
Excellent service from Joshua & Serena today
15 August 2026
Unprompted review
Reply from O2 - Nottingham
Thank you for your feedback Dale and we're pleased to hear Joshua and Serena were able to help you with your query during a visit to one of our O2 stores. Thanks for taking the time to share your experience with us and we'll pass this on to them.
Very helpful
15 August 2026
Unprompted review
Reply from O2 - Nottingham
Thanks for the review, it's great to hear you received such good service from us 💙
I was helped by Serena
I was helped by Serena - she was very helpful and friendly. Definitely made the process easier
14 August 2026
Unprompted review
Reply from O2 - Nottingham
Thanks for taking the time to leave a review Ross!
We're so pleased to hear that Serena was able to make the process easier for you. Providing friendly, helpful support and ensuring our customers feel at ease is exactly what we aim for, so it's great to know Serena delivered such a positive experience.
We'll be sure to pass on your kind feedback to her. Thank you for taking the time to share your experience.
Serena was very helpful
Serena was very helpful. She dealt with my problem quickly and efficiently.
14 August 2026
Unprompted review
Reply from O2 - Nottingham
Hello Tracy,
Thank you for taking the time to leave us a review.
We're delighted to hear that Serena was able to help resolve your issue quickly and efficiently. Providing excellent customer service is very important to us, and it's great to know Serena delivered a positive experience.
We'll be sure to pass your kind feedback on to her. Thank you for choosing us, and please don't hesitate to get in touch if you need any further assistance in the future.
Please get in touch using one of the following contact methods.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4xDWNcH
Facebook: https://bit.ly/4xGdiVJ
Let me clarify
Let me clarify, Serena's help was highly appreciated - the only one that actually resolved my issue.
That being said - my overall experience with the O2 company has turned towards the negative and will most likely switch in the upcoming months.
The moment Virgin Media acquired O2 is when the issues began. I can no longer use the My O2 app is it constantly redirects me to the auth virgin media website. Even when I try to log in from the O2 website it does the same. O2 customer support via phone call is useless as I had to go into a shop for my top up issue to be resolved (from top up through their website (without logging in) to having my bundle halted due to some glitch on their system...
In the shop, I was first turned away from the door, saying I need to call customer support, then after I explained I have already done so - I was sat down with a frown as God forbid the people there need to do some work. I was passed around until Serena took over and actually fixed my issue with the top up.
The reason why I switched to O2 in the first place was because I could hassle free top up and use my data in Europe.
But it slowly turned into an even bigger hassle.
O2 seriously need to fix their app/website log in as you are losing customers. But the way I see it - they don't care. Apart from the few customer support people that actually take their job seriously and fix their customers' issues. Thank you again Serena, you've been great, 10/10.
I'm happy to discuss my issue further with someone up the O2 chain who actually wants to fix their issues and make the service better than their competitors
2 August 2026
Unprompted review
Reply from O2 - Nottingham
Hi George, thank you for taking the time to share your feedback. We're pleased to hear that Serena was able to resolve your issue and provide the support you needed, and we'll be sure to pass your kind words on to her. We're sorry to hear about the difficulties you've experienced with our app, website, and support journey, and we understand how frustrating this has been. Your feedback is important to us, and we'd like the opportunity to look into your concerns further. Unfortunately we're unable to help on this platform, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4fUBcGW
Facebook: https://bit.ly/4zkK9B6
Good and listening customer care
Very good customer care service. Serena is a good listener. She provided the appropriate solution in a short time without delay. She knows her job.
10 August 2026
Unprompted review
Reply from O2 - Nottingham
Hi Stephen and thank you for your review. We're pleased to hear that Serena was able to help you with your query, providing the right solution and resolving it quickly, leaving a positive experience. Thank you for taking the time to share you experience with us and for recognising Serena's service.
Reply from O2 - Nottingham
Hello Siu,
Thank you for taking the time to leave us a review.
We're absolutely delighted to hear that you're enjoying our service. It's fantastic to know we've been able to provide you with a positive experience, and we look forward to continuing that in the future, but if you do need our help with anything else, please get in touch using one of the following contact methods.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4i1YQ5G
Facebook: https://bit.ly/3TLEeoo
Serena and Josh were very helpful
10 August 2026
Unprompted review
Reply from O2 - Nottingham
Hello Rose,
Thank you for taking the time to leave us a review.
We're so glad to hear that you're enjoying our services. We're sure that this will continue, but if you do need our help with anything else, please get in touch using one of the following contact methods.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4wlYOZU
Facebook: https://bit.ly/45PFA46
Served by MT/ Serena
8 August 2026
Unprompted review
Reply from O2 - Nottingham
Hi Ayesha, thank you for taking the time to leave us a review. We're glad to hear about your experience with MT and Serena. If you require any further assistance, please don't hesitate to reach out by using the following contact methods:
Call: 202 (free of charge) from your O2 mobile or 0344 809 0202 from any other phone
X: https://bit.ly/4fNLsRp
Facebook: https://bit.ly/4q8dSJe
Instagram: https://bit.ly/4zpERV5
Have been to the shop with an issue
Have been to the shop with an issue. Have been met in polite way. Received help without waiting. An adviser Sevena offered the option of ways to rectify my problem. Professional advice and assistance. Very helpful. Thanks.
7 August 2026
Unprompted review
Reply from O2 - Nottingham
Thank you for your review Valerijs and we're pleased to hear that Sevena was able to help you with your query, providing a positive experience when visiting our O2 store. Thank you for sharing your experience us and recognising Sevena's service.
Natasha was extremely helpful with my…
Natasha was extremely helpful with my issue. I came in extremely upset and worried about my missing phone but she was able to calm me down. She had a smile on through out the transaction which made me feel at ease. Natasha did not only get my sim issue solved but managed to convince me to move my home WiFi from talk talk to Virgin. She was very professional and a very good sales person. She has a good product knowledge. Her customer service is excellent. She is indeed an asset to O2.
Serena was helpful to assist in helping me log into my account.
7 August 2026
Unprompted review
Reply from O2 - Nottingham
Thank you for your review Nathan and we're pleased to hear that Natasha was able to support you with your lost phone. We're also pleased that she was able to assist with your home connectivity needs, and thank you as well for recognising Serena's help with accessing your account. We truly appreciate your feedback especially after a stressful situation.
Reply from O2 - Nottingham
Thank you for taking the time to share your feedback Susannah and happy to hear that you received great customer service and had a positive experience with our team. Thank you for taking the time to share your experience with us and for choosing O2.
I saw Serena today who was the most…
I saw Serena today who was the most helpful person I have ever dealt with at the O2 shop in Nottingham.
The experience of late at this branch has been far from customer friendly. After sales is an annoyance to the staff unless they are selling. TODAY WITH SERENA WAS HOW CUSTOMER SERVICE SHOULD BE AND WAS IN YEARS GONE BY. YOU SHOULD STAFF THE WHOLE BRANCH WITH PEOPLE LIKE SERENA
6 August 2026
Unprompted review
Reply from O2 - Nottingham
Hi Ann and thank you for your review. We're pleased to hear that Serena was able to help you with your query, providing the level of customer care you expect and deserve. We also appreciate your honest comments about your previous experiences, and we're especially pleased that Serena was able to restore your confidence and leave such a positive impression. We'll pass this on to her and thank you again for taking the time to recognise her efforts.
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