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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Reviews shaping this summary
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 doi... 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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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
Recycling phone
The whole staff that served me on Monday 27th was very helpful and knowledgeable.
27 July 2026
Unprompted review
Reply from O2
Hi Mrs Allen,
Thank you for taking the time to leave a review.
We're delighted to hear that the whole team who served you on Monday 27th were helpful and knowledgeable. Providing friendly, professional, and informed support is what we strive for, so it's wonderful to know that your experience was such a positive one.
We'll be sure to share your kind feedback with the team, who will be pleased to know that their 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/4pLClnl
📘 Facebook: https://bit.ly/4pLCiYH
Thank you for choosing O2.
As a customer of theirs with a contract…
As a customer of theirs with a contract phone, I have a Galaxy Flip 7, 11months old and it gained a black circle ⚫️ in the middle of the screen where it folds. This is pixel damage caused by the phone bending (where it's meant to) so a manufacturer fault.
So...my phone was sent off for repair under warranty, long story short, they messed up, the operators on the phone are shocking, struggled to understand each other, wasted over an hour to get nowhere, they lied numerous times too.
Eventually to be told it's not covered under warranty with no explanation why it's not. But their email about paying for the repair said ring up to accept the repair and pay....so I rang and 1 hour later I'm still on with a confused operator telling the email has an 'accept' button, to which I told him many times it doesn't. So left with my phone not covered under warranty apparently and they aren't even letting me pay for them to repair it anyway!
Oh and when I spoke to a worker in an o2 store before all this, he told me he had same issue with his flip 7 and was repaired under warranty.
They customer service is shocking, the staff on the phone struggle to understand and the background noise is so loud with other operators shouting and talking loud, clearly all cramped in some hot room in the middle east. To be lied to which wasted my money on 3 separate occasions just to get me off the phone is awful.
I, along with my wife and son will not be renewing contracts with this shocking company.
Very disappointed at my experience. I even put a complaint in via email (as their website complaints part wasn't working), and their response was poor and generic and got me nowhere.
A fault with my phone that wasn't my fault and should be covered under warranty along with such terrible customer service!
I will be continuing to raise awareness of how poor this company is as much as I can now.
28 July 2026
Unprompted review
Reply from O2
Hi Michael,
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 be to develop an issue with your device less than a year into ownership and then encounter difficulties during the repair process.
We're particularly disappointed to hear that you've experienced conflicting information regarding the warranty assessment and that your contacts with customer services and complaints have left you feeling dissatisfied. We appreciate how frustrating it can be to spend significant time trying to understand the outcome and next steps, only to feel no closer to a resolution.
Information about device repairs, warranty assessments, and repair options can be found here:
🔗 https://bit.ly/4fJJ4d6
If you'd like to raise or escalate a complaint, details of our complaints process can be found here:
🔗 https://bit.ly/3S18sDa
As we're unable to review repair cases or 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/3S5kA69
📘 Facebook: https://bit.ly/4wzlC9I
Thank you for your feedback.
Business customers beware - KYNEX
Business customers beware: Kynex reseller partnership
My company has held a business mobile account with O2 (Virgin Media O2 Business), arranged through one of your authorised resellers, Kynex Ltd, since October 2025, covering seven mobile connections. I am leaving this review on O2's own page because, despite this being a Kynex-managed account, it is O2's network, O2's invoicing, and O2's name attached to the service.
As part of the original deal, Kynex offered to cover £859.76 to cancel our previous contract with another provider so they could take over all our lines. This amount has never been reimbursed.
From shortly after the contract began, we experienced a long list of serious and unresolved issues, including:
- Repeated billing errors and constantly changing account balances, making it impossible to establish what was actually owed.
- Large, unexplained charges applied without warning or adequate explanation.
- Being locked out of our own account and invoices for an extended period.
- Extended periods where staff could not make or receive calls at all, seriously affecting a business that relies on mobile communication for emergency call-outs.
- Repeated PAC code and number porting failures, resulting in SIM cards having to be replaced twice.
- An iPad included in our original agreement withheld for around nine months, only delivered once Kynex realised our numbers were being ported to another provider.
- Multiple formal complaints raised with both Kynex and O2 over several months, many going unanswered or unresolved.
After months of trying to resolve this through normal channels, we had no option but to move all our lines to a different provider to protect our business. Kynex and O2 have since billed us approximately £5,200 in early termination charges, which we are disputing in full, as the termination was a direct result of their repeated breaches of contract.
When I raised this directly with O2, I was told it was solely a matter for Kynex to resolve. I do not accept that position. O2 is the underlying network and the entity actually issuing these invoices, and cannot simply disclaim responsibility for a partner operating under its name.
Having since looked into this further, I have found a number of other customers online describing very similar experiences with Kynex operating under the O2 Business banner, which suggests this is a pattern rather than an isolated case.
I now have legal representation involved, this matter has been reported to Action Fraud, and I am in contact with national journalists, including at the Guardian and Daily Mail, about this experience. I would strongly urge any business considering O2 Business services through a reseller partner to think very carefully, and would urge O2 to properly review who it allows to operate under its name.
28 June 2026
Unprompted review
Reply from O2
Hi Dean,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience and appreciate you sharing your concerns regarding your O2 Business account.
As this relates to an O2 Business account, we're unable to investigate or support business account queries through our residential customer support channels on Trustpilot. We'd recommend contacting the O2 Business team directly, who are best placed to review your concerns and discuss your account further.
🔗 https://bit.ly/3RyohRJ
Kind regards.
Awful coverage
O2 has great coverage in every country but the UK! Please sort it out!
Your post code checker tells lies!
28 July 2026
Unprompted review
Reply from O2
Hi Leah,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with the coverage you've experienced in the UK. We understand how frustrating it can be when your day-to-day experience doesn't match your expectations, particularly if you've found the service works well when travelling abroad.
We're also sorry to hear your concerns regarding the postcode checker. We appreciate that accurate coverage information is important when assessing network performance and deciding which services best meet your needs.
If you're experiencing network or coverage issues, we'd recommend checking our Network Support page for the latest information and troubleshooting advice:
🔗 https://bit.ly/4wvBY35
We'd also welcome the opportunity to look into 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/4yJkzFo
📘 Facebook: https://bit.ly/4bhYQdR
Thank you for your feedback.
wow o2 what a shower of sh1t must be…
wow o2 what a shower of sh1t must be the worst custemer service i have ever had in my 50y of being on this plant , 3 weeks to fix a hand set wow there a joke thay real are we all need to boycot o2 as thay are a joke and the call centres in india are a waste of money we all need to stick together and boycot o2
28 July 2026
Unprompted review
Reply from O2
Hi Marc,
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 you're without your handset for an extended period and feel that the repair process has taken longer than expected.
We're also disappointed to hear that your interactions with customer service have left you feeling let down. We want all of our customers to feel supported throughout their journey with us, and we're sorry that this hasn't been your experience.
If you'd like us to look into 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/4x3rQyg
📘 Facebook: https://bit.ly/4z1nPwe
Abdul Karim Very helpful and helped me…
Abdul Karim Very helpful and helped me resolve my issue.
Thank you
28 July 2026
Unprompted review
Reply from O2
Hi Caroline,
Thank you for taking the time to leave a review.
We're delighted to hear that Abdul was very helpful and was able to resolve your issue. We know how important it is to receive quick and effective support, so it's wonderful to know that Abdul was able to assist you and make your experience a positive one.
We'll be sure to pass your kind feedback on to Abdul, 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/4yMUIfU
📘 Facebook: https://bit.ly/4g1HnZC
Thank you for choosing O2.
very kind and pleasant abdi 6 stars
28 July 2026
Unprompted review
Reply from O2
Hi Lee,
Thank you for taking the time to leave a review.
We're delighted to hear that Abdi was so kind and pleasant during your experience with O2. Providing friendly, welcoming, and helpful service is what we strive for, so it's wonderful to know that Abdi made such a positive impression.
We'll be sure to pass your kind feedback on to Abdi, who will be delighted to hear that you'd rate his service 6 stars!
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/3ToepKR
📘 Facebook: https://bit.ly/4g1Bgoc
Thank you for choosing O2.
Gary at O2 in Belfast Corn Market was a…
Gary at O2 in Belfast Corn Market was a breath of fresh air from the usual customer service reps that you have to deal with. Gary was able to change over my old Sim onto a New one which I purchased at the store. He explained and confirmed what needed done without any fuss whilst dealing with queries from his colleagues who to put it politely where not as knowledgeable as he was in dealing with technical issues. He is a credit to the O2 establishment- Well done.
24 July 2026
Unprompted review
Reply from O2
Hi William,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear about your experience with Gary at our Belfast Corn Market store. It's fantastic to know that he was able to help transfer your number onto your new SIM card quickly and efficiently, while clearly explaining the process and ensuring everything was completed without any fuss.
Providing knowledgeable, professional, and customer-focused support is what we strive for, so it's especially rewarding to hear that Gary stood out and made such a positive impression. We'll be sure to pass your kind feedback on to him. We're sure he'll be delighted to hear that you consider him a credit to O2.
Thank you for recognising Gary's expertise and for sharing your experience with us.
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/4fHPQQD
📘 Facebook: https://bit.ly/4h3hLNg
Thank you for choosing O2.
Had a great experience in store trying…
Had a great experience in store trying to swap an E-sim. Was seen to immediately by Biniam and had my request sorted very quickly.
28 July 2026
Unprompted review
Reply from O2
Hi Mehdi,
Thank you for taking the time to leave a review.
We're delighted to hear that you had a great experience in store while sorting out your eSIM. It's fantastic to know that Biniam was able to assist you straight away and get everything resolved quickly and efficiently.
Providing prompt, knowledgeable, and friendly support is what we strive for, so it's wonderful to hear that Biniam made the process straightforward and hassle-free for you.
We'll be sure to pass your kind feedback on to Biniam, who will be pleased to hear that his 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/4hDkoFy
📘 Facebook: https://bit.ly/4fAepyI
Thank you for choosing O2.
Great Service
Claudia was really great and assisted me witn everything I needed. Great service
27 July 2026
Unprompted review
Reply from O2
Fantastic, really pleased to hear Claudia has been able to help you out.
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/4yJVGJN
Facebook: https://bit.ly/4wvb2Az
Helpfullness and knowledge by sarra and…
Helpfullness and knowledge by sarra and tushi,they were fantastic members of staff,we was very happy whe we left
24 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to leave us such a lovely review.
We're delighted to hear that Sarra and Tushi provided such helpful and knowledgeable service. It's wonderful to know they made such a positive impression and that you were very happy with the support you received.
Thank you again for sharing your experience, and we hope to assist you again in the future. If you need anything else you can contact us on
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4xcq7a8
Facebook: https://bit.ly/4pJqDK1
Roaming cap does not include rollover minutes
We recently went to Greece on holiday and although the O2 app said I had 28GB of data left, I used only 13GB of this before I had a message saying my data was almost used. While I understand there is a cap of 25GB while roaming, I did not think I would have to top up as long as I did not exceed 25GB. Apparently it seems that my rollover minutes are not available for use while roaming? A lesson learned and around £20 added to my monthly bill...
24 July 2026
Unprompted review
Reply from O2
Hello Carlos, thank you for getting in contact and taking the time to leave us a review. We're keen to look into this and know more about your roaming experience. Please get in touch using one of the following contact methods, so we can discuss this with you.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4yHxzLO
Facebook: https://bit.ly/4hwBFjK
Soun was incredibly helpful
Soun was incredibly helpful, efficient, proactive, and genuinely client-focused. She went above and beyond to help my parents and me complete the essential work required to transfer their contracts. When the situation required solutions beyond her direct responsibilities, she did absolutely everything she could to support us in dealing with O2 Customer Service.
Simply brilliant, kind, and exceptional at what she does. Thank you so much—you truly made our day!
28 July 2026
Unprompted review
Reply from O2
Thank you so much for taking the time to share this wonderful feedback Olga.
We're absolutely delighted to hear about the exceptional support Soun provided to you and your parents. It's fantastic to know that she was helpful and focused on finding the best outcome.
We particularly appreciate your recognition of the way Soun went above and beyond her role to support you when additional challenges arose.
Thank you again for your lovely review, and we wish you and your parents all the very best. If you need anything at all you can reach us at
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4fXrZgW
Facebook: https://bit.ly/4yIBnfI
Expensive for no signal. Daylight robbery!
I am very disappointed with signal service in my area. What used to be one of the better ones is now quite definitely the worst. I was in town today, outside on a clear day and still could not get enough signal to open an app.
I finally have made it to the end of my expensive contract and will no longer stay with this company. What with mid contract price increases and poor signal, it is not value for money.
28 July 2026
Unprompted review
Reply from O2
We're very sorry to hear about your experience and can understand your frustration, especially when you're paying for a service that isn't meeting your expectations.
We appreciate how disappointing it must be to struggle with signal. We're sorry to hear that you've seen a decline in service in your area.
We are disappointed to hear you've decided to leave us, we'd still welcome the opportunity to look into the coverage issues you've experienced and gather further feedback.
Please get in touch with us 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/4wlTfLU
Facebook: https://bit.ly/4wsj6Sp
Abdulkarim gave fantastic service…
Abdulkarim gave fantastic service today, very grateful for his help and patience
28 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to leave us a review George.
We're so glad to hear that you're enjoying our services and Abdulkarim was so helpful. 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/4frvooc
Facebook: https://bit.ly/4ws867z
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