I've faced multiple issues since switching to O2. The signal drops frequently, especially in my area, which is frustrating. Moreover, customer support is slow to respond, making it more difficult to r... See more
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Review summary
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Horrible horrible company. I have serious medical issues, O2’s service does not work at my property yet they will not let me leave. I am unable to have important and urgent conversations at my own ho... See more
Company replied
Follow on from my last review about 02 complaint. I have now received 4 phone calls from 02. I answer phone call but they do not speak and the last one talked over me as if it was an voicemail and p... See more
Company replied
Worst customer service ever!!! If I could leave no stars I would. A month and a half I have been waiting for you to reconnect a phone number that you allowed hackers to port out and it’s me doing a... 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
2.5
Poor
24K reviews
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Amazing customer service by Claudia
Whilst trying to get my pac code I had experienced multiple brick walls in being able to get it sent to me so eventually went in store as the customer service over the phone were unable to assist me.
I was thankfully greeted by Claudia who went above and beyond to ensure I was not messed around any further than I had already been. She spent almost an hour calling the call centre multiple times, trying to get the correct assistance to be able to get a pac code sent to me due to the error that had initially occurred from o2 cancelling my service and number 5 days before got some unknown reason.
She was absolutely amazing and a huge credit to o2, if only all the staff were as thorough and helpful as she was … if so, I wouldn’t have needed to leave o2 after many many years of being loyal in the first place
Thank you Claudia, anyone else would have given up long before you did and I would have been forced to loose my number on top of everything else!
25 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your experience Kerry. We're sorry to hear about the difficulties you encountered, but we're pleased that you received the support needed to get the issue resolved. We understand how frustrating it can be when things don't go as expected, and we're delighted to hear that Claudia's persistence, professionalism, and commitment to helping made a positive difference. We truly appreciate your detailed feedback and thank you for sharing your experience with us.
Donte sorted out all my issues no other…
Donte sorted out all my issues no other store or customer service phone could sort
25 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Dwayne and pleased to hear that Donte was able to resolve all of the issues you had been experiencing, especially after previous attempts through other channels had been unsuccessful. We're pleased that Donte was able to make such a positive difference, and we appreciate you taking the time to share your experience with us.
The staff were genuinely trying to help…
The staff were genuinely trying to help however they could. They were very nice and helpful.
25 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Mina and pleased to hear that our team provided helpful and friendly support. Delivering a positive customer experience is always our goal, and we appreciate you taking the time to share your comments. Thank you for choosing O2.
Extremely disappointing customer…
Extremely disappointing customer service
I am extremely disappointed with O2’s customer service. Their online payment system repeatedly fails to work, making it unnecessarily difficult to pay my bill.
What has frustrated me even more is the complete lack of response to my complaint. I have emailed O2 several times regarding this issue and have specifically requested a written response, yet to date I have not received any acknowledgement or reply whatsoever.
It is unacceptable that a company of this size can ignore customers who are simply trying to resolve a problem caused by its own systems. If O2’s online payment process doesn’t work, the least customers should expect is a timely response and an explanation.
Based on my experience, I cannot recommend O2. Poor systems combined with poor customer service make for a very frustrating experience.
1 May 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your feedback Luke. We're sorry to hear about the difficulties you've experienced with both our online payment system and the lack of response to your complaint. 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/3RYiNzI
Facebook: https://bit.ly/4bGq6CQ
Mason gave excellent customer service
Mason gave excellent customer service
25 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Samantha and happy to hear that you received excellent customer service. We truly appreciate you taking the time to share your comments and thanks for choosing O2.
Really helpful and friendly
Really helpful and friendly. I had previously called customer service and into another store who were unable to help but Debbie was able to resolve it quickly
22 July 2026
Unprompted review
I had an excellent experience at the O2…
I had an excellent experience at the O2 store thanks to Biniam. He went above and beyond to help me with my device, taking the time to fix all of my issues without ever making me feel rushed. He patiently showed me how to free up storage, download apps, and switch between multiple SIMs, explaining everything clearly so I felt confident doing it myself in the future.
Biniam was knowledgeable, professional, friendly, and incredibly patient throughout. His willingness to spend so much time making sure everything was working perfectly and that I understood each step really stood out.
He is a real credit to the O2 store, and I sincerely appreciate the outstanding customer service he provided. Thank you, Biniam, for making what could have been a stressful experience so easy and enjoyable!
25 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your experience Leon. We're pleased that Biniam's knowledge and patience helped make the experience both easy and enjoyable and sorted your device issues out. We truly appreciate your kind feedback and will pass it on to make his day.
Sudar and lamia were excellent today
Sudar and lamia were excellent today, really helped with both myself and my partners upgrades, very happy with how efficient they both were. Definitely recommend :)
25 July 2026
Unprompted review
Thank you Lamia The customer service…
Thank you Lamia The customer service has been very helpful today at o2 shop at Westfield shopping center.
25 July 2026
Unprompted review
Reply from O2
Hi Ghafoor and thank you for your feedback. We're pleased to hear that Lamia was able to provide knowledgeable advice while making your experience at our Westfield O2 store a positive one. We appreciate you taking the time to share your comments and are glad we could help.
Expert and personable advice from Lamia…
Expert and personable advice from Lamia and Zach
25 July 2026
Unprompted review
Reply from O2
Hi Anna, thank you for your feedback. We're pleased to hear that Lamia and Zach were able to provide knowledgeable advice while making your experience a positive one. We appreciate you taking the time to share your comments and are glad we could help.
Shaedul has provided very good customer…
Shaedul has provided very good customer service
25 July 2026
Unprompted review
Reply from O2
Hi Mary and thank you for your feedback. We're pleased to hear that Shaedul was able to provide knowledgeable and helpful advice while making your experience a positive one. We appreciate you taking the time to share your comments and are glad we could help.
Reply from O2
Hi Lewis and thank you for your feedback. We're delighted to hear that Donte provided you with great customer service and we appreciate you taking the time to share your comments. Thank you for choosing O2.
Couldn't receive incoming calls on my…
Couldn't receive incoming calls on my mobile from other mobile numbers. Calls just go straight to voicemail. Also losing contact numbers. Tried lots of help from internet but nothing worked. ?corrupted sim or ?network issue? Ended up going in store in Swindon. Very helpful member of staff (Josh) tried to establish problem but thought it might be corrupted sim as putting my husband's sim in my phone worked and I could still receive calls from landlines. He checked network but then discovered, to my embarrassment, that I'd been accidentally blocking lots of my mobile contacts! Not sure how but seems Josh had seen this happen before! He spent 20 mins unblocking all 07 numbers, replaced sim card free of charge, made sure everything was working OK and all with no charge. We are also with Virgin and original sim card was old virgin sim still on 3G pre their merge with 02. Now on 4G, better signal and I can receive all calls! As a pensioner, my phone is an important means of communication so by getting this fixed by Josh in 02 store was a lifesaver! He also replaced my husband's old virgin sim with new one free of charge. Great service and being able to seek help face to face by someone who was knowledgeable, professional and friendly made this a first class experience with 02. Thanks Josh!
25 July 2026
Unprompted review
Reply from O2
Hi Helen, thank you for taking the time to share your experience. We're pleased to hear that your issue was resolved and that you received such thorough and helpful support from Josh. It's great to know you left with improved signal, full functionality, and a positive experience. We truly appreciate your kind feedback and thank you for choosing O2.
Wasima was soooo helpful and answered…
Wasima was soooo helpful and answered all my questions so well and made my experience such a positive one
25 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Najma and pleased to hear that all your questions were answered clearly and that your experience was such a positive one. We truly appreciate you taking the time to share your comments and are pleased we could help.
Excellent customer service and very…
Excellent customer service and very polite and helpful
25 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Becky and happy to hear that you received excellent customer service and found the support polite and helpful. We truly appreciate you taking the time to share your comments and thanks for choosing O2.
Wasima delivered exceptional customer…
Wasima delivered exceptional customer service I loved it!!
23 July 2026
Unprompted review
Reply from O2
Hi Safiyyah and thank you for your feedback. We're delighted to hear that Wasima provided such exceptional customer service and made such a positive impression. Delivering a great experience is always our aim, and we truly appreciate you taking the time to share your kind comments.
I was really impressed by the service
I was really impressed by the service. I needed to change my phone to a e-sim .
The person who was assisting me was Stefan. The service was quick, efficient, very helpful, friendly.
He gave me a few helpful tips as well.
So I give them 💯
24 July 2026
Unprompted review
Reply from O2
Hi Karine, thank you for your review. We're pleased to hear that Stefan was able to help you switch to an eSIM and that he was quick and friendly, adding tips too. We appreciate you taking the time to share your experience and thank you for choosing O2.
Extremely helpful and confident in her…
Extremely helpful and confident in her abilities, she resolved my issue within seconds
25 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Abduz and pleased to hear that you received helpful support and that your issue was resolved so quickly. We're pleased that your experience was such a positive one and thanks for taking the time to share your comments with us.
His work was excellent.
25 July 2026
Unprompted review
Reply from O2
Hi and thank you for your feedback. We're delighted to hear that you were pleased with the service you received and thank you for taking the time to share your comments about one of our agents. Thank you for choosing O2.
Gary was superb got us sorted very…
Gary was superb got us sorted very promptly and was great to deal with.
There was another chap training who was also very helpful not sure his name.
24 July 2026
Unprompted review
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