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
Created with AI, based on recent reviews
What people talk about most
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
Company replied
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
Asks customers to review
This company invites their customers to review, whether positive or negative
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I had an amazing experience
I had an amazing experience, he was calm and paid attention to details.
27 July 2026
Unprompted review
Reply from O2
Hi Zainab, thank you for taking the time to leave a review.
We're really glad that you had an amazing experience in store, and that you were dealt with so calmly.
If you do need anything further, 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/4fBrfNk
Facebook: https://bit.ly/4fY3TCI
Serena and Dhruvi were great with help
27 July 2026
Unprompted review
Reply from O2
Hi Sofia, thanks for leaving us a review.
We're really glad to hear that Serena and Dhruvi were such a great help to you. We'll make sure your kind words are passed on to them.
If you need anything further in the future, please dont hesitate to 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/4bdfmf3
Facebook: https://bit.ly/4vWLdbs
Amazing customer service and staff are…
Amazing customer service and staff are very helpful. They are always happy to help and provide amazing advice when asking about new phones
17 July 2026
Unprompted review
Reply from O2
Hi Saaqib, thanks for taking the time to leave a lovely review.
We're glad to hear that you've consistently received amazing customer service from our team. It's great to know that our staff have been helpful, approachable, and able to provide valuable advice when it comes to choosing new phones.
If you do need anything 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/3TjcC9W
Facebook: https://bit.ly/4hAEMXP
Jasmine was lovely and friendly
Jasmine was lovely and friendly, really helpful when setting my phone up and things were clearly explained
27 July 2026
Unprompted review
Reply from O2
Hi Breda, thanks for taking the time to leave us a review.
We're really glad that Jasmine was lovely and friendly when helping you set up your phone. We'll be sure to pass on your kind words to her.
If you do need anything 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/3RXzds8
Facebook: https://bit.ly/4vWoADL
Very pleased with the service from…
Very pleased with the service from Abbie today.
27 July 2026
Unprompted review
Reply from O2
Hi Peter, thank you for taking the time to leave a review.
We're really glad to hear that you were happy with the service you received from Abbie and that she made such a positive impression during your visit.
We'll be sure to pass your kind feedback on to Abbie.
If you do need anything in 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/3TGFNnk
Facebook: https://bit.ly/3RvnKA0
Heena has been very patient and has…
Heena has been very patient and has helped me with a very difficult problem and I am very grateful for all her hard work. Many thanks.
27 July 2026
Unprompted review
Reply from O2
Hi Bernard, thanks for taking the time to leave a review.
We're glad to hear that Heena was able to help you with a difficult problem and that you found her patient and dedicated throughout the process. We know how important it is to have someone take the time to understand and resolve complex issues, so it's wonderful to hear that Heena provided that level of service. We'll be sure to pass your kind feedback on to Heena.
If you do need anything further, 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/4h02Hjf
Facebook: https://bit.ly/4yH7zAb
Fraudulent Account
It appears that a person not connected to my address has managed to obtain an 02 account as well as Virgin Media broadband package attached to it. No-one at either company is prepared to help. All they say is that my account is fine despite me having photographic evidence that they have sent a sim card to my address to a person not connected inane way with it. The customer assistants in the shop told me there was nothing I could do. ...I have reported as fraud but not at all happy with either company
27 July 2026
Unprompted review
Reply from O2
Hi Carolle,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience and can understand why this situation has left you feeling concerned. We appreciate how unsettling it must be to believe that an account has been set up using your address by someone unconnected to you, particularly when you have evidence that has caused you concern.
We're also sorry to hear that you feel your attempts to raise the issue have not provided the reassurance or support you were looking for. We understand why this has left you feeling dissatisfied with the experience.
If you believe fraudulent activity may have taken place, we have dedicated support and guidance available here:
🔗 https://bit.ly/4pHE4KD
You can also report suspected fraud directly using:
🔗 https://bit.ly/4fZD0yc
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/4hGjurM
📘 Facebook: https://bit.ly/4fZs2c4
Upgrade Issues
I have been an O2 customer for nearly 10 years, and I can honestly say that every single upgrade I've had has been a nightmare. On one occasion, a member of staff in-store cancelled my SIM card by mistake, which then took nearly 7 hours and 3 separate trips back to the store to resolve.
On my most recent upgrade, I also paid for O2 Switch Up. For the last few days, every time I've tried to access this via the website to upgrade my phone, I've been met with errors. This is the exact same issue I had on my previous upgrade, which is what led to the in-store visit — and that, as above, proved even more problematic.
Given this pattern, I will be paying off my current device and moving to another provider. Since the merger with Virgin Media, the standard of service at O2 has declined significantly.
27 July 2026
Unprompted review
Reply from O2
Hi Liberty, thanks for taking the time to leave us a review.
We're very sorry to hear that your recent upgrade experience, and previous experiences, have left you feeling so disappointed. We understand how frustrating it must be to repeatedly encounter issues when trying to upgrade.
We'd really like the chance to make this right. Could you 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/4fka4AU
Facebook: https://bit.ly/4x5SsyO
Fantastic Service
Fantastic Service - Quick, Efficient and Reliable!
Saara knows how to get things done and is extremely proficient. Thank you
27 July 2026
Unprompted review
Reply from O2
Hi Mohammed, thank you for taking the time to leave such a fantastic review.
We're really glad to hear that you received quick, efficient, and reliable service from Saara. We'll be sure to share your kind feedback with Saara, who will be pleased to hear that their professionalism and expertise made such a positive impression.
If you do need anything 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/4fXg172
Facebook: https://bit.ly/4gVHhnv
Rolling plan randomly cancelled in the middle of the night.
My rolling plan, which I had been on for 2 years, was randomly cancelled last week. They sent me a text message at 3am, waking me up, to tell me that my rolling plan had been cancelled and a refund was on its way. I called the helpline and they assured me nothing was wrong and this message must have been a "glitch in the system". The follow day I received a refund on my bank account and when I checked the MyO2 page, it said my rolling plan was successfully cancelled, something I did not do. I then called the helpline again and was met with a lady who told me I had cancelled my rolling plan myself according to their system. I informed her that I did not, but she kept insisting. I asked if I could have my roll over data back if I started a new rolling plan and she said I couldn't. Decided to look for a new provider where I just spent 9 pounds for 30GB of data and unlimited texts and minutes, as opposed to 10 pounds for 10GB.
Long story short, horrible customer service. Was told I was wrong and I must have done something wrong when I have never missed a bill or as much as interacted with my rolling plan in 2 years. Found a new provider with more competitive prices and good customer care.
22 July 2026
Unprompted review
Reply from O2
Hi Ana, thank you for taking the time to share your review.
We're sorry to hear about your experience and understand how frustrating it must have been to have your rolling plan unexpectedly cancelled. We're sorry you weren't then able to get the help you needed to get this resolved.
If you do need any help with this, 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/4pHrUkF
Facebook: https://bit.ly/4yJEgwX
Great service from Soun
Great service from Soun. Helped me with everything I needed. A+
27 July 2026
Unprompted review
Reply from O2
Hi Cuan music, thank you for taking the time to leave such a positive review.
We're really glad to hear that Soun provided great service and was able to help with everything you needed. Delivering helpful and efficient support is what we strive for, so it's wonderful to know you had such a positive experience. We'll be sure to pass your kind feedback on to Soun.
If you do need anything 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/4htHqi8
Facebook: https://bit.ly/3RzGVII
Konrad was a great help moving us over…
Konrad was a great help moving us over from EE's broadband, he set up our app and free netflix and sorted out the switch without having to speak to EE, very professional and super helpful!
27 July 2026
Unprompted review
Reply from O2
Hi Renata, thank you for taking the time to leave us a lovely review.
We're really pleased to hear that Konrad provided such excellent support when switching your services from EE. It's great to know that he was able to make the process smooth and hassle-free, helping you set up the app, activate your Netflix benefit, and manage the switch without any difficulties.
We'll be sure to pass your kind feedback on to Konrad.
If you do need anything further, 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/3TD5PI8
Facebook: https://bit.ly/44QNzxu
my wife and me went to o2 staines on…
my wife and me went to o2 staines on Saturday 25 July at about 11,30 shop was empty of customers so one lady tried to help us (1) can not cancel 2 direct debits ? we have several direct debits with them these where old contracts, (2) can we buy a new phone and sell my old one to you and data transfer all info from one phone to another no cant do that, so we aske the lady we came a long way can we speak to the manger no there in a meeting basically they where in the back room doing nothing, we asked the girl to go into the room again then all staff cane out, Sinead then said we can not help you as we are very busy ?? by now we been in the shop 15 minutes no customers at all we laughed me and my wife, come back next week ?, basically they where all lazy did not wont to do any work same pay why work, out of 10 -0 complete waste of time, o2 Staines useless
25 July 2026
Unprompted review
Reply from O2
Hi Michael, thank you for taking the time to leave us a review.
We're very sorry to hear about your experience at our Staines store and that both you and your wife left feeling frustrated and unsupported. We appreciate how disappointing it must have been to visit the store seeking help, only to leave without a resolution.
We would like to offer help with this. Can you 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/4vWd4bR
Facebook: https://bit.ly/4vPZINY
No app available
No app available. No customer service available. All you get is a useless AI bot that is more trouble than it’s worth. App hasn’t worked for years now. Can’t get the simple things working
27 July 2026
Unprompted review
Reply from O2
Hi Kieran,
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 unable to access the app and feel that you can't get the support you need when trying to manage your account.
We're particularly disappointed to hear your feedback regarding the My O2 app and the support options available. We appreciate that customers want quick and straightforward ways to access their accounts and resolve issues, 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/4vRJSCu
📘 Facebook: https://bit.ly/4vY3KnM
Thank you for your feedback.
I don’t think o2 customers services are…
I don’t think o2 customers services are any good on my o2 app it as got wrong date on my account I complained in march and they have done nothing yet
28 March 2026
Unprompted review
Reply from O2
Hi Derek,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with the support you've received regarding your account details. We understand how frustrating it must be to report an issue with the information shown on your My O2 account and still see it unresolved several months later.
We appreciate your feedback and are disappointed to hear that this matter remains ongoing.
As we're unable to access account-specific details through Trustpilot, please get in touch using one of the methods below 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/4fCsewq
📘 Facebook: https://bit.ly/45rzg2w
Its good to roam
So good to be able to 'roam' while abroad. Thank you O2
26 July 2026
Unprompted review
Reply from O2
Hi George,
Thank you for taking the time to leave a review.
We're delighted to hear that you're enjoying the benefits of roaming with O2. We know how important it is to stay connected while travelling, so it's wonderful to know that being able to use your phone abroad has made your trips easier and more enjoyable.
Providing a simple and hassle-free roaming experience is exactly what we strive for, and we're pleased that this has been reflected in your experience.
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/3TZ3ibi
📘 Facebook: https://bit.ly/4fIU4Yb
Thank you for choosing O2.
I took out a contract with O2 on 20th…
I took out a contract with O2 on 20th July 2026. At no point during sign-up did they disclose the future mid-contract price rise details, which is a direct breach of Ofcom’s upfront pricing rules.Now, they are trying to cheat me out of my legal rights. I am well within my 14-day statutory cooling-off period, but O2 is trying to claim that getting a PAC code alters or shortens my full 14 days of protection. By UK law, requesting or using a PAC code does not erase your statutory right to cancel a contract for free within the first two weeks.With this company's abysmal credibility, O2 seems to think the regulations simply don't apply to them. It is no wonder Ofcom just hit Virgin Media O2 with a record £28 million fine this month for deceptive cancellation practices. They are still actively trying to twist the rules to trap customers. Good riddance to this network early on into the contract. Avoid them at all costs.
The coverage with o2 is very limited, wont use this provider in the future.....
25 July 2026
Unprompted review
Reply from O2
Hi Luke,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with your experience since joining O2. We understand your frustration regarding both the coverage you've experienced and your concerns about the information provided during the sign-up process.
We appreciate that you've taken the time to raise these concerns and are disappointed to hear that this has affected your confidence in O2 so early into your contract.
If you're considering leaving O2, information on the available options, including cancelling your contract and transferring your number to another provider, can be found here:
🔗 https://bit.ly/4pJNhlD
As we're unable to review account-specific details or discuss the circumstances surrounding your agreement via 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/4fyvN6V
📘 Facebook: https://bit.ly/4pSCVzR
Had such a lovely experience
Had such a lovely experience. Wasima was really helpful with solving my issues quickly and would definitely recommend.
26 July 2026
Unprompted review
Reply from O2
Hi Khadijah, thanks for taking the time to leave a review.
We're glad that you had such a lovely experience with Wasima, and that they were able to help get your issues resolved quickly. We'll make sure your kind words are passed along to them.
If you do need anything 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/4gVBaQ3
Facebook: https://bit.ly/4gVBcaD
If I could give them 0 stars I would
If I could give them 0 stars I would. The worst customer service I have ever received. Don’t know where the call centre is based but they seem to be all over the place with the right hand not knowing what the left is doing. They have not heard of the likes of Step Change debt charity, there are no notes kept on individual circumstances or information given and the complete lack of customer welfare is SHOCKING. They just seem to be on minimum wage and don’t have a clue what is going on at all. I’ve had one good experience with one English agent called Kelly but that is it. I cannot wait until my contract ends and I will be leaving them. It’s the most frustrating experience being passed from pillar to post, repeating security information and being given totally inaccurate phone numbers and emails. Avoid avoid avoid.
26 July 2026
Unprompted review
Reply from O2
Hi Sarah, thank you for taking the time to share your review.
We're very sorry to hear about your experience and appreciate how upsetting and frustrating it has been.
Its disappointing to hear that you were provided with inaccurate contact details and that you felt passed from one team to another without a clear resolution. This is not the experience we want our customers to have.
We'd really like to help you with this. Could you 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/4bgoH5X
Facebook: https://bit.ly/45uYVY0
Service in store was very good
26 July 2026
Unprompted review
Reply from O2
Hi Khalif, thanks for taking the time to leave a review.
We're really glad to hear that you received good service during your visit to our store. Providing helpful and efficient support is what we strive for, so it's wonderful to know you had a positive experience with us.
If you do need anything 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/3TkVxMN
Facebook: https://bit.ly/4x0lpff
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