O2.co.ukReviews 38

I have been a lifelong O2 customer. In 2022, I took out a contract, and it has turned out to be the worst decision I've ever made. I have spent years on the phone trying to get basic issues resolved. Since July 22,2023, I have been trying to update my account after they replaced my phone due to a fault, switching from the S21 Ultra to the S23. Now, as I need to make an insurance claim in January 2025, I have been informed that my account has still not been updated—despite being assured that it would be done before the replacement and several times since then. As of today, I have made over 400 hours of phone calls to O2 and still have not resolved the issue. They raise complaints but fail to take action, escalate issues without follow-through, close complaints without addressing them, and promise call-backs that never happen. I've been paying for insurance for four years, but I can't use it because their customer service agents are the most incompetent I have ever encountered. The signal is poor or non-existent wherever I go. There are many other instances illustrating why this is the worst company, but I fear this message would exceed the available space if I included them all.

I think you are the absolute worst company that I have ever come across. How you treat your customers is totally appalling. I will advise anyone that's with you or thinking about joining O2 or Virgin how terrible you are!

Quite simply the worst company that I have ever had the misfortune of dealing with.
I took out a phone contract and after they set it up incorrectly, and blatantly lied to me on several occasions, I cancelled it the next day - well within the cooling off period. I received an email confirming the PAC code had been cancelled and I wouldn't be joining O2.

A few days later my phone went dead. They had transferred me to O2!
Worse was yet to come. Now the number that I have had for 25 years and is used by thousands of clients is now dead. They cancelled it.

I have spent over 10 hours dealing with this so far and no further forward in getting my number back.
I am struggling to explain to call centre operatives over and over again what has happened. It is difficult when English is not their first language, and you cant speak to anyone in the UK. This is costing thousand of pounds in lost business and earnings.

It's been 18 days without my line, and you've done absolutely nothing to fix it. This is beyond ridiculous. There's been no explanation for the delay, but when it comes to billing, you're fast as hell. Which bill are you talking about? You haven't even let me use my line! Why the hell should I pay for something I can't even use? This is by far the most useless company I've ever had the misfortune of dealing with. I deeply regret choosing you.

What a farce your customer services is! Been on contract for years and decided to move to pay as you go, got told yesterday my number would move over on Monday. Noticed today my number has been deactivated already, phoned customer services and the guy couldn't speak proper English, he then transferred me to the wrong department. Eventually get through to the right person (not based in the uk so still very bad English) to be told they've messed up and I could be without service until at least Monday due to not working weekends! What an absolute shambles your customer services is! Now going to miss calls from specialist from the hospital all thanks to o2! Will be leaving and going to a different network and regret spending so much over the years to a network who do t care about their customers!

I am unbelievably upset with them. So there was a takeover from Virgin Mobile to O2. Now my broadband is with Virgin but when they sold this to me years ago, I had to get Virgin Mobile to make the price smaller. I told them at the time, I don't need this and they said not to worry. So I was like OK then. Anyway I was receiving a separate bill for this saying £0.00 for years and it is all on DD too. Then all of a sudden, I got a reminder from O2, had no idea why so I called them. They told me they took over Virgin mobile and now I will be paying the amount with them. I felt scammed ngl. But asked them to cancel this as I am not using this SIM, I already have a mobile (funnily enough with O2 already and I've been with them for years). Anyway asked them to final bill and let me know the amount so I can pay there and then. They told me no and to wait for one to come out in the post. So I waited. I'm not even joking, I didn't receive a final bill, just a debt management agency letter telling me the amount had defaulted. I called and paid immediately.

This however has now gone against my credit and I was told it will remain on my credit for 6 years. I'm going through something personally and have been really good with my credit, because of this, I'm now stuck in an unsafe position.

Thanks O2, thanks alot. Been with you for years and I've just seen this crap on my credit, my credit has gone bad now. Great. Not to mention I called numerous times and the agents hung up on me because they were upset with me. But how am I meant to feel when you get no warning, just a reminder. Then try and pay it off over the phone, to be told no and to wait, but then not receive the bill. Paid the balance the moment I got that letter. Gutted :(

I switched my account to other network provider after 18 Years from being with o2. Because I received very bad customer service and signal coverage. Now after 4 month switching the account and 4-5 times calling them to close my account (my contract with them already was ended), still they send me monthly bill and charge me extra for late payment! I paid about £100 extra for the sim card I Dont have and the service I don't use. Every time I call them takes me about an hour on the phone and they promise to send me final bill and closing the account but again next month they send me a new bill! This kind of scam has to be stop by UK government

I took out an £8 monthly contract on August 7th 2023. Cancelled it on August 10th with their agreement as they gave no phone service where I live. On Sept 1st they sent me a bill for £86 and I refuted it by phone and via email as the contract had been cancelled and stopped their DDM. They registered a DEFAULTED Debt against my name and took my Credit rating from 995 to 425 in one second, destroying my life and business. Months later I am still struggling to have them respond to anything after DAYS on the phone with incompetent people who make promises and do nothing. They are a despicable company and should be bankrupted.

Can at least one of your "staff / advisors" respond to my incoming messages, as usual your company seems happy enough to take peoples money, provide a less than mediocre service and do nothing nothing about peoples complaints!

O2 worst network provider do not join any circumstances. They prey on vulnerable, start you off on a 2yr contract with low prices and they spike the money doubling the price ridiculous. I cancelled my contract 4months back at end of 2yr for them to state I owe £61 stating the account was still running after the 2yr period and wasn't cancelled by O2 even after I requested it be canceled and I was using a new sim. Saying they would send a debt collector to collect the £61. They're running my mental health horrible network. Do not join

Was with o2 for about 15 years gone right downhill customer service shocking so went to tesco mobile £34.99 a month for a s23 with the same allowances as i had with tesco and no sneaky yearly inflation price hike go to tesco and save your money.

Get rid of the useless robots!what a useless company, ive been migrated from virgin against my wishes, the reception is more than useless, 1bar of 4g if your lucky in rh110jy, been flagging this for months and months, when you find "chat" its a fkin robot! Wtf!

I recently switched from o2 to a different company. Having been lead to believe that I was on a rolling contract I could cancel anytime. Upon switching I was informed that I owed them £368 for finishing a contract early. I had no contract with o2, never signed or agreed to anything as I own my handset. I tried to complain over the phone but every time I was transferred the line went dead after 29 minutes (I've kept records). I emailed them and all they did was summarise my complaint. Did not look into it at all. They sent me emails saying the debt was now being moved to a recovery agency. Not once have they looked into my complaint. I am now seeking legal advice as I believe that someone has fraudulently signed me up to a contract. DO NOT USE O2! After 20 years as a customer I'm glad to see the back of them.

Bad customer service, absolute crap never take a line with them, they will credit serch on your name and even when you pass they will not give you a line cus thier system is so old and cant complete the order. Call centers in India who can't understand the basics a bad bad experience and don't know why virgin handed them the lines

The worst network in the UK
I called them to cancel they said you have to pay for the whole year we can't do anything for you. This is our net. This is our service.

Cancelled my account 6wks ago, via an unnecessarily long phone call to the laughably entitled 'Customer Services Team'. They confirmed the account was cancelled without fees on the authority of their manager.

6wks later, I have emigrated overseas and they are STILL trying to take direct debits, sending threatening letters and emails threatening to negatively affect my credit rating.

12 emails, four submitted complaints via Resolver and the Ombudsman and O2 haven't read or responded to a single complaint.

I've just spent an hour on the phone to O2 from the other side of the world, running up a huge phone bill, to have them refuse to apologise, in any way, for their incompetence.

I am now having to call them AGAIN and speak to the Payments Management Team to ask whether they have affected my credit rating, because the wait was so long, they just cut me off after 48 minutes.

Why am I being forced to do all the running around? Whose fault is this? Who have been seriously incompetent here then refused to apologise for it?

I will pursue this complaint via the Ombudsman until my dying day, purely as revenge for this appalling, incompetent business.

0 Bro 0, Simple 0 rating. Their technician team does not speak English. Even though It's a UK-based company. The Technical Team cut the call the minute you talk in English. I thought they would have a Technical English Department hence I took this service. I did a huge mistake taking this internet service in Germany. Now I am tied to this horrible company for 2 years like an unhappy abusive marriage.

-They are really rude on the call. They talk down to you as if you are an idiot for calling them. The so-called English Speaking Customer Service Department

-The internet activation was a huge failure.

-I was given an appointment for the technician to come. I didn't go to the office. They didn't come and closed my ticket. ******* Excuse me! The Internet is still not working! And how can you make someone wait and don't come? What kind of horrible service is that?

-I get transferred a hundred times between Technical and English Customer Service like a ping-pong just because I don't speak German.

-Apparently, I have to go grab some German Dude from the streets for me to speak to the Technical Team in German. Wow! Brilliant. Make the Customer do all the legwork

I bought phone and 5G network from O2 but my network always showing 3G on my phone.overall rabbish network and to much extra charges without any additional usage. I made big mistake to bought this contract