O2 Reviews 

If I could give them 0 stars I would.
Years of complete incompetence from o2 and its customers service, now resulting in actual financial harm.
I am at my wits end with it and no longer want to be a customer.

I recently discovered O2 had placed an incorrect default on my credit file - I have not missed any payments on my account. I only found out when a finance application for a home renovation was rejected because of it

This has had a genuine knock-on effect: it’s delayed renovation work I need to complete on a tight deadline before the birth of my child, and caused a lot of unnecessary stress trying to untangle where the error came from and get it corrected.

I raised the issue and a formal complaint with O2, and they agreed to wipe the default from my credit file. However, it still hasn’t been corrected, and O2 has stopped responding to my follow-ups and I am still working to a tight renovation deadline. This might I add, is an error that was entirely their mistake continues to affect my finances and plans, with no resolution in sight. I have contacted the credit referrals email multiple times with no response, not even an auto- response to say emails have been received.

I don’t know what to do, I need to speak to someone, I’ve tried calling customer service, they again redirected me to the credit referrals email, I tried the web chat and again the same thing they were not able to help me and I have not been able to speak to someone about the matter.
I am so fed up with these businesses taking our money for shoddy service and poor customer service and then to be deeply effected by incompetence on their side and it having an effect in other aspects of my life is just deplorable.

Would recommend anyone with O2 accounts to check their credit file regularly, as errors like this can sit unnoticed until they cause real problems - and getting them fixed, even once acknowledged, isn’t guaranteed to be straightforward. Or just don’t use o2 and go with another service entirely which is what I will be doing.

EDIT: response back to O2, as I had mentioned I’ve already called customer service who were of no help at all.
It is futile putting a blanket response to all negative reviews if you’re not actually going to come back with useful ways of tackling the situation. It just makes O2 look even more incompetent. I need help for my specific issue that customer service have said they are unable to do, so how else can you help settle this issue?

THIS COMPANY IS THE WORST, I’m out in France my phone has been on 3G for the duration and I share contracts with my partner an he has 5G on his here. I’ve called customer service to help a reset all my net work settings an is still the same! When I get back to the UK I am cancelling my contract. THIS COMPANY IS TRASH!

If I could leave zero stars I would! We have spent thousands of pounds with 02 and have been customers for over 20 years. We have bought multiple phones, iPads etc. We have also been paying well over the odds for air time for many years. We found a sim only deal for only £10 a month instead of the £40 plus we have been.
To top it all I cancelled my account on the app. Yet iv received a debt collector letter for £114 which I should not have to pay! I phoned to dispute it and was told they would ring me back within 3 days. Two weeks later no call. So I phoned again today but couldn’t get past the security questions as I no longer have the same number. They said I could take the bill to an 02 store but there’s none near us anymore. Had enough of trying to resolve it when it’s not my fault!

I had a great experience at O2 Oxford Street especially with an advisor named Hasan. He gave me a great deal consisting of a phone upgrade, watch and a tablet. Answered all my questions and always kept me engaged.

Pablo was brilliant from start to finish. He helped me set up my new phone and took the time to explain my plan clearly, making sure I understood everything. Friendly, patient and knowledgeable, nothing was too much trouble. Really appreciate the excellent service. A real credit to the team.

Pablo helped me in stores today … he seemed to be very helpful cooperative guy.. solved my issues quickly .. i am happy with my experience at store today

I was an O2 customer for nearly 20 years but I left recently due to the shocking decline in customer service.

I always used to praise O2 for customer service but ever since they became part of Virgin Media the customer service has became awful.

Long wait times, rude, unknowledgeable agents, chats being ended, promises broken, trouble understanding advisors, having to repeat the same issue to multiple people who don't understand the issue. It's so frustrating!

To top it all off your mobile service was awfully slow especially as it seems you never invested in Northern Ireland and the prices you charged were so expensive, never any recognition of loyalty. Priority was a joke with barely any good offers.

I'm not writing this to complain or have a moan but because I genuinely want O2 to do better and I hope you can earn me back as a customer in the future.

Thank you.

I have been with O2 for all my adult life (30+ years). However this trip to France I had poor coverage. Mostly 3G rarely 4G and never 5G. Get back to Surrey and all good again. Maybe a phone issue?

We were not in France. We had a day out at Samphire Hoee, just along the coast from Dover. How do the people that live here cope with being told they're in France all the time?

Cancelled my partners watch contract for no reason

I was assisted at the London store in Oxford Circus by Stefan and he was absolutely amazing. He very kindly changed my virtual SIM with a physical one. He was incredible nice and smooth. Very happy to chat with a real human vs AI. I hope this service will stay and especially Stefan. Thank you again!

Pablo was very helpful and resolved my issue with a deleted esim very quickly

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!

Donte sorted out all my issues no other store or customer service phone could sort

The staff were genuinely trying to help however they could. They were very nice and helpful.

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.

Mason gave excellent customer service

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

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!

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 :)