Mobile connection ok and originally the monthly cost was competitive. The annual high price increases mean it's no longer good value so I contacted o2 to see what they could do. Without asking me an... See more
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Review summary
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Reviews shaping this summary
Well, mostly because your service leaves me lost most days, as a single retired pensioner there are a list of things I cant get due to some sort of security, Fanbase for one, Im invited on, but my ser... See more
Company replied
I went to O2 in Bristol 5 Broadmead, Bristol BS1 3HF in March 2026 as I had problems with a mobile i only bought recently . Although the girl I saw "K" on the 25 march 2026 was helpful she was... See more
Company replied
I have no internet the whole of our trip 4 days to be exact, just relying on wifi. Very hard to travel without the data, can’t check anything bus and train times, google maps not working because no d... 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
500 Brook Drive, RG2 6UU, Reading, United Kingdom
- 0344 809 0202
- www.o2.co.uk
2.6
Poor
24K reviews
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Abdi was veey helpfuk
30 July 2026
Unprompted review
Reply from O2
Hi Nora,
Thank you for taking the time to leave a review.
We're delighted to hear that Abdi was very helpful. Providing friendly, knowledgeable, and effective support is what we strive for, so it's wonderful to know that Abdi was able to assist you and make your experience a positive one.
We'll be sure to pass your kind feedback on to Abdi, who will be pleased to hear that his help was appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4fHbGnk
📘 Facebook: https://bit.ly/4x5Wvef
Thank you for choosing O2.
I changed my payment date in April to…
I changed my payment date in April to be taken on the 1st-7th of each month. This did nothing. Due to the way they set up payments you will have money taken via direct debit 14 days after the billing date. In my case the 16th is my billing date. Even after changing the payment date it's still the 30th.
So today I got a missed payment marker because I haven't been paid and O2 essentially made it so changing your payment date is pointless. Late fee is around £8 and such is life.
TL;DR
Don't bother trying to change payment date as its literally useless.
30 July 2026
Unprompted review
Reply from O2
Hi Carl,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed following your request to change your payment date. We understand how frustrating it must be to make changes to your account with the expectation that your payments will align better with your pay schedule, only to then encounter issues with the timing of your Direct Debit and a missed payment marker.
We appreciate your concerns regarding how the billing and collection dates have been applied, and we're sorry to hear that this has resulted in additional charges and inconvenience.
As we're unable to access account-specific details through Trustpilot, we'd encourage you to contact us directly so we can review your concerns further:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4bov0Ey
📘 Facebook: https://bit.ly/4fw9vE8
I am with O2 for over 18 years and…
I am with O2 for over 18 years and didn’t have anything to complain until recently. The past years connection has been playing and losing signal become more frequent. The last 3 times I went abroad, I ran out of data when I really needed the GPS. I called them and they suggested to buy another 2GB as I had 4 more days abroad. So I did, but no body told me that this extra 2GB would last less than 10h. At least the person on the phone could have explained that really not enough if you are abroad. Looking for another network or even prepaid.
25 July 2026
Unprompted review
Reply from O2
Hi Eduardo,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with your recent experience, especially after being an O2 customer for over 18 years. We appreciate your loyalty and understand how frustrating it must be to experience more frequent signal issues and concerns with your roaming data while travelling abroad.
We're particularly sorry to hear that you ran out of data on multiple trips when you needed access to services such as GPS and that the additional data Bolt On you purchased did not meet your expectations. We understand how disappointing that must have been, especially when you were relying on your phone while away from home.
We appreciate you sharing your feedback and are sorry to hear that these experiences have led you to consider alternative providers.
If you're experiencing network or coverage issues, support and troubleshooting advice can be found here:
🔗 https://bit.ly/4w2GuFd
For information about roaming and data usage abroad, please visit:
🔗 https://bit.ly/45s6Gy2
If you'd like us to review your concerns further, please get in touch using one of the methods below:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/3TIwWl5
📘 Facebook: https://bit.ly/4wvysWn
Thank you for your feedback and for your long-standing loyalty to O2.
I visited 02 shop at victoria centre…
I visited 02 shop at victoria centre Nottingham the staff was so helpful and professional specially Miss Serena.
29 July 2026
Unprompted review
Reply from O2
Hi Valentina,
Thank you for taking the time to leave a review.
We're delighted to hear about your positive experience at the O2 store in Nottingham's Victoria Centre. It's great to know that the team was so helpful and professional, especially Serena, who made such a positive impression.
We'll be sure to pass your kind feedback on to Serena and the store management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing O2.
Excellent Service
It was excellent Jada & Albright sorted out my phone and everything is well. 10/10.
29 July 2026
Unprompted review
Reply from O2
Hi Jamaul,
Thank you for taking the time to leave a review.
We're delighted to hear that Jada and Albright were able to sort out your phone and get everything working well for you. It's wonderful to know that their support made such a positive difference to your experience.
Providing friendly, knowledgeable, and effective service is what we strive for, so we're thrilled to hear that you'd rate their service 10/10. We'll be sure to pass your kind feedback on to Jada and Albright, who will be delighted to know that their help was so appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4vSAxuh
📘 Facebook: https://bit.ly/4vV7NB6
Thank you for choosing O2.
Be careful who you sign up too
If I could give no stars I would still in disagreement with them ,joined with virgin and o2 but I was less inclined to do but told by the virgin salesman there were lots of benefits, the day I was called by o2 and signed up it wasn't what I had asked for but couldn't understand the operator and vice versa that same day my account was hacked someone try to order a iPhone somewhere in India, cancelled my bankcard called virgin cancelled installation no problem 😊 14 day cooling off period doesn't register with 02 got through twice no help whatsoever one person asked for cash up front to cancel & second agent hung up on me , decided on live chat person was decent cancelled or so I thought for the 16/7 I put an email complaint to them and the response was can't retrieve the calls I made and you won't be cancelled as youve not went through retention,they will be charging me £140 plus bills if I decide to leave , its amazing how arrogant companies are now ,no customer service . Staying with ee i have advice on my next steps , don't fall for marketing gimmick which is virgin and 02 . As previously stated tried to cancel I've since been sent a demand letter which I have paid i know how to contact yourselves it's the stress of calling yourselves its like talking to a computer no empathy at all I now have another text coming too my ee number asking for £115 pounds ,which I'll remind you the contract was for £5 a month for 2gb of data ,having too take more time to call you again . Virgin cancelled within the 14 day even there staff said I might have difficulty with 02 . You really need to stop quoting terms and conditions, you wouldn't cancel within my cooling off period where is the customer service, absolutely shocking
7 June 2026
Unprompted review
Reply from O2
Hi Paul,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with your experience. We understand how frustrating it can be when the service you receive doesn't match your expectations, particularly when joining through a promotional offer and then experiencing difficulties trying to resolve your concerns.
We're also disappointed to hear that your interactions with customer service left you feeling unsupported and that you've experienced conflicting information regarding your cancellation request. We appreciate you taking the time to share your feedback and understand why this has affected your confidence in O2.
If you'd like us to review your concerns further, please get in touch using one of the methods below:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4fIjrcz
📘 Facebook: https://bit.ly/4fMXWHF
If you're looking for information about leaving O2, including cancellations and transferring your number, you can find further guidance here:
🔗 https://bit.ly/4xf6gHm
Thank you for your feedback.
Avoid at all costs
If i could give them a minus rating. I would. I had a contract for 3 years but as per the contract I could move airline after 2 years. The device plan should have continued in the same direct debit but these jokers cancelled the whole lot then tried to claim over £700 at once. Rang to set up DD and they told me I would have to ring and pay every month. Spent 2 hours on the phone. Absolutely fuming all because o2 can't do what they are supposed to do
29 July 2026
Unprompted review
Reply from O2
Hi Kim,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience. We can understand how frustrating it must have been to believe your device plan payments would continue as expected, only to then be faced with an unexpected balance and have to spend a significant amount of time contacting us to try and put things right.
We're also disappointed to hear that the support you received left you feeling frustrated and that the arrangements discussed for managing the payments did not meet your expectations.
We appreciate you taking the time to share your feedback and are sorry to hear that this situation has left you feeling let down.
As we're unable to access account-specific details through Trustpilot, we'd encourage you to contact us directly if you'd like your concerns reviewed further:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4x8fu7U
📘 Facebook: https://bit.ly/3S3SHLN
Albright was an excellent agent to help…
Albright was an excellent agent to help me with my pay as you go problem. He was very patient and got down to the bottom of what was wrong very quickly and efficiently. 10/10 no notes. I would 100% recommend him if you have any issues with your o2 network.
29 July 2026
Unprompted review
Reply from O2
Hi Tom,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that Albright was able to help with your Pay As You Go query. It's fantastic to know that he was patient, quickly identified the issue, and worked efficiently to get everything resolved for you.
Providing knowledgeable, friendly, and effective support is what we strive for, so it's especially rewarding to hear that Albright delivered a 10/10 experience. We'll be sure to pass your kind feedback on to him, and we're sure he'll be delighted to hear that you'd recommend him to other customers needing assistance.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4blvriZ
📘 Facebook: https://bit.ly/3Ttm8au
O2 in Bristol 5 Broadmead, Bristol poor customer service ..... again
I went to O2 in Bristol 5 Broadmead, Bristol BS1 3HF in March 2026 as I had problems with a mobile i only bought recently . Although the girl I saw "K" on the 25 march 2026 was helpful she was more interested in fidgeting with her own mobile. She was answering my questions but was fixated on her own mobile .How rude! She gave me the feeling she had better things to do than solving my petty problems . This is twice I have been in this O2 shop and twice i noticed customer service is lacking . They are more interested in getting rid of you as quickly as possible . They do not offer solutions they create more problems and send you packing .
25 March 2026
Unprompted review
Reply from O2
Hi Laurie,
Thank you for taking the time to leave a review.
We're sorry to hear that your experience at our Broadmead store in Bristol did not meet your expectations. While it's good to hear that the adviser was able to provide assistance with your query, we're disappointed to learn that you felt the level of attention and customer service you received fell short of what you expected.
We understand how important it is to feel listened to and valued when seeking support, especially when you're experiencing issues with a recently purchased device. We're sorry to hear that your visits left you feeling rushed and that suitable solutions were not provided.
We appreciate you sharing your feedback, as it helps us understand where improvements may be needed.
If you'd like us to review your concerns further, please get in touch using one of the methods below:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/3Tt4vrp
📘 Facebook: https://bit.ly/4fI920q
My server Emma at castle lane was…
My server Emma at castle lane was amazing she was friendly and extremely helpful I would def go back to this o2 shop and deal direct with her again 10/10 service
29 July 2026
Unprompted review
Reply from O2
Thank you for getting in touch Catherine. This is great to hear, really pleased to hear Emma was so friendly and has been able to help.
If you need anything else please let us know. You can contact us on one of the following
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4pJf5X4
Facebook: https://bit.ly/4pMLNXB
Jasmine really good
29 July 2026
Unprompted review
Reply from O2
Hi Lish,
Thank you for taking the time to leave a review.
We're delighted to hear that Jasmine provided such a positive experience. Providing friendly, knowledgeable, and helpful support is what we strive for, so it's wonderful to know that Jasmine made such a great impression.
We'll be sure to pass your kind feedback on to Jasmine, who will be pleased to hear that her assistance was appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4h0GEcj
📘 Facebook: https://bit.ly/4vX5kWU
Thank you for choosing O2.
Abdulkarim was excellent
Abdulkarim was excellent, Understood the problem right away and sorted it out immediately. Very grateful
29 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to leave us such a lovely review Trevor.
We're so glad to hear that you're enjoying our services and Abdulkarim was so helpful. 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/4xbzvL3
Facebook: https://bit.ly/3U2yczy
Abde was very helpful and kind very…
Abde was very helpful and kind very nice boy
29 July 2026
Unprompted review
Reply from O2
We're so pleased to hear that you're enjoying our services Juliana. Thank you for letting us know that Abde was so helpful.
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/4wp6oUp
Facebook: https://bit.ly/4x49jBR
Fraud confirmed
Fraud confirmed: I have received a letter from O2 confirming that my account was used fraudulently as a result of failures in O2's service.
Fraud team failures: I have been scheduled for two separate calls with the Fraud Team, but on both occasions no one contacted me.
Overbilling: I have been incorrectly overbilled, and it has taken more than six months to resolve this issue.
Poor complaint handling: Communication has been inconsistent, with repeated failures to follow through on agreed actions.
Overall poor service: My overall experience with O2 has been extremely poor due to the fraud, billing issues, delays, and lack of customer support.
27 July 2026
Unprompted review
Reply from O2
Hi Phillip, thank you for taking the time to share your feedback. We're very sorry to hear about the difficulties you've experienced, regarding your account and billing concerns. We'd like the opportunity to review your concerns, but unfortunately we're unable to do so 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/4vTKKqk
Facebook: https://bit.ly/3S2aGSL
Promises and lies
Sent a complaint in and promised money in my account on-going since July 101h still not resolved
9 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to leave a review Claire and we're sorry to hear about the ongoing issues you've experienced with your complaint and that the matter is still unresolved. We'd like the opportunity to take a look into the issue, but unfortunately we're unable to 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/4c8eXe6
Facebook: https://bit.ly/4yO6re0
Your colleagues are owed to are…
Your colleagues are owed to are absolutely fantastic.You need to give them a raise.Yeah , of course. Abdulkarim and Diya were absolute stars today!
29 July 2026
Unprompted review
Reply from O2
Thank you so much for your lovely feedback Linda and pleased delighted to hear that Abdulkarim and Diya made such a positive impression during your experience with us.
Thanks again for taking the time to share your feedback and for making their day!
Price hikes and new customer only deals
Mobile connection ok and originally the monthly cost was competitive. The annual high price increases mean it's no longer good value so I contacted o2 to see what they could do. Without asking me any questions about why I wanted a new tariff, I was offered a package offering way more data than I need for a higher monthly cost. Most annoying is the fair offer available to new customers isnt available to existing customers so I'm now looking to move. Ironically to a different provider who uses the 02 network and offers the same EU roaming for a fair price.
28 July 2026
Unprompted review
Reply from O2
Thanks for sharing your experience Taffy. While it's great to hear that you've found the network reliable, we're sorry to learn that you feel you're no longer receiving good value as a long-standing customer. We're sorry we've left you feeling this way and appreciate you taking the time to let us know. We'd like the opportunity to review any offers that fit your needs, but we're unable to help on this platform. Please get in touch using one of the following contact methods so we can do so:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4vRJfJr
Facebook: https://bit.ly/4xu1mX9
Belfast city centre store helpful staff
I was in the Belfast city centre store today,and Brandon was so helpful with a technical issue I had with my phone. Excellent customer service
29 July 2026
Unprompted review
Reply from O2
Hi Teresa,
Thank you for taking the time to leave a review.
We're delighted to hear about your experience at our Belfast City Centre store. It's fantastic to know that Brandon was able to help you with the technical issue you were experiencing and provide such excellent customer service.
Providing friendly, knowledgeable, and effective support is what we strive for, so it's wonderful to hear that Brandon made such a positive impression and was able to assist you with your phone.
We'll be sure to pass your kind feedback on to Brandon, who will be delighted to know that his help was appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4w1E1e2
📘 Facebook: https://bit.ly/4haqSf7
Herbie was very helpful when we went to…
Herbie was very helpful when we went to store with a problem
29 July 2026
Unprompted review
Reply from O2
Hi Richard,
Thank you for taking the time to leave a review.
We're delighted to hear that Herbie was very helpful when you visited the store with a problem. We know how important it is to receive the right support when something isn't working as expected, so it's wonderful to know that Herbie was able to assist you and make your experience a positive one.
Providing friendly, knowledgeable, and effective service is what we strive for, and we'll be sure to pass your kind feedback on to Herbie. He'll be delighted to hear that his help was appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4x9iXmP
📘 Facebook: https://bit.ly/4ccabfI
Thank you for choosing O2.
Cancelling my account was a nightmare…
Cancelling my account was a nightmare and when I thought I had finally achieved this, I got. a threatening letter promising court action if I did not pay a further amount which I did not owe. On phoning O2, customer service, I was met with deflection by two operators until I insisted this was sorted today. Finally they looked into my account and confirmed there was nothing else to pay on the account but refused to confirm that in writing. Told me to wait two weeks to see if any further letter was received - still refused to send me confirmation of the conversation I just had.
29 July 2026
Unprompted review
Reply from O2
Hi Alan, we're sorry to hear about your experience whilst cancelling your account. We’d like to help but can’t 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/4yKVhH1
Facebook: https://bit.ly/4fqYq7k
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