O2 Reviews 

Siphokazi answer the phone when I called O2 when I needed to get a new contract and upgrade my phone she understood my vulnerabilities and was very understanding and kind from the minute I found her she understood that I was on Benefits. I needed to get the best deal and she did her best for me. She made me feel relaxed and stopped the anxiety. I normally feel and I want to praise her for her. Excellent Customer Service Services. I couldn’t have done it without you. You made the whole process manageable thank you so much.

Since they merged with Virgin they’ve gone downhill! I have NEVER had add ons of any kind I just want a basic phone my bill has always been about £54, it started increasing and I tried several times to access my itemised bill to find out why and couldn’t. I tried speaking to the live chat three months ago I was told agents are busy and leave my number which I did three times and no one called me back! My bills are now well over £120 a month when I barely use the phone! 6th August I put in a formal complaint to their resolution team complaint email address and demanded to know why my bills were increasing monthly when I have a basic phone package. They responded that I have APPLE/ITUNES add on and a premium service - I HAVE NEVER ASKED for these! I demanded to see my agreement with them or iTunes that says I’ve asked for these to date O2 have sent nothing! I’ve approached Apple who confirmed in writing I have NO ADD ONS with them and they don’t use the Third Party Payment process that O2 say they have on my account! I sent this written confirmation to O2 on 26th August as proof that these add ons have been added fraudulently to my account along with proof of my app folder showing I don’t have ANY Apple/itunes apps to date this complaint team have failed to respond to the proof I’ve sent! I called customer service two weeks ago and spoke to Shudita she said she needed to speak with Complaints and call me back guess what no call back! I called last Wednesday was on the phone 2 HOURS got put through to a manager allegedly called Priyshanu who said he would go through all my bills and calculate how much O2 have taken from me for these fake add ONS and call me back last Friday with a resolution guess what no call back! Called today Monday, was put through to 15 different people! All had excuses why they were not resolving the issue I was told Priyshanu didn’t exist by some and by others told he did but they can’t put me through to the right team! I was on the phone for 4 HOURS today waiting for someone to sort this mess out I’m not paying another fraudulent phone bill with these add ons on I haven’t asked for them nor used them! Giddish said he would review the matter and call me back guess what O2 no call back! So my phone is now in restrictions because I won’t pay a fraudulent bill and you won’t send me a correct bill without the add ons Apple have told you in writing I have no subscriptions with them so until you stop your fraudulent activity of charging me for things I’ve not asked for I’m not paying you another penny! You owe me money for 12 months of fake add ons that I’ve not used! If you don’t get this sorted you’re being reported to Trading standards and Watchdog! I’ve got it in writing from Apple and your complaints team have had that email since 26th August and done nothing they won’t even respond to follow up emails now. If you don’t get it sorted I’m taking legal action!

Met Pablo today at the O2 branch in Tottenham court road. He was super helpful and helped sort out all my issues after losing my physical sim as well as updating some info on my account.

as a customer for a few years, they keep charging me more then 20 pound and now is 28.23 pounds for 200GB per month, i tried to cancel on 13Aug, with STAC code and a text talking about earily leave is 0 pound, but today they try to charge me another 28.23 and said it must cancel with the chat to staff, and they need to process the cancel for another 30day, it mean they will keep charge more, disgraceful and really hard to leave.

while i can easily cancel the sim plan with Voxi and Three, it's very bad for the O2 need 30days and only can cancel when you can connect to one of their staff.

After numerous frustrating and unsuccessful visits to 02 stores to try and sort an issue with our account, we finally met Jasmine at the Birmingham store. Jasmine went above and beyond in every way to help us. Whilst she was initially confused she took the time and trouble to find a solution to a problem and resolved the problem that no one else could. Jasmine is a fantastic example of exceptional customer service and as a result retained 3 customers that were ready to leave. Thank you so much.

Completely broken!
- the reception is very poor in a lot of uk areas. In busy areas it’s no better, where you end up with ghost signals frequently. More often then not, you can actually use your phone
- customer services is poor, the complaints email address is not manned, and the on-line form never works, so you have to call or write, agents are typical friendly but ineffective in dealing with issues, that never resolve
- their it systems cause issues, with stuck billing loops, failed integration, authentication issues login
- they don’t apply data protection correctly at times, hard coding their IT, and people in same households, including married couples cannot use the same account, even on request.
- exchanging or returning phone is fraud, with many phones returned going missing, or if they do receive them, they always find an issue that wasn’t when it was send, and never give you the full amount

No provider is perfect, and I have used Vodaphone , Virgin, and now EE, but my experience with 02 makes them an easy choice for being the absolute worst

I have been trying to clarify with so many online / telephone calls a simple question.
If I take up an online plan , ( very competitive) what is the procedure and cost of the cellular connection for my Apple Watch. No one can give an answer. I didn't want to drive 20odd miles to a shop but looks like that is what I shall have to do. Even the complaints procedure fails to send . Please try later.

A helpful attitude and no pressure to buy phone.

I have excellent credit score on Experian and am a virgin customer too but O2 refused me on sim only (with x 5 sims) due to eligibility criteria. I was returning after almost 7 years to O2 but they missed the chance now. I do not Recommend this company who are dictating the market and refusing a potential customer. No wonder why they have low rating!!!

I came for a switch of contract to PAYG. Dale has been super patient and helpful!! The process took a bit longer given the complication, but Dale managed to sort out everything for me!! A big thank you!!

Disgrace of a service!

Use sly sales tactics to trick you into having a contract, despite saying you do not want a phone contract. Bombard you with emails and texts demanding money, also IMPOSSIBLE to cancel. Conveniently, the COMPLAINT form on their website says, "There has been an error processing your complaints form. Please try again later".

Natasha has been absolutely amazing she been very helpful also Serena was very helpful

Natasha was fantastic and very helpful and always trying her best to make me as a customer happy thank you Natasha

This has to be the worst online company I have ever dealt with , broken promises, lies , harassment etc

I came here to close a line which i no longer use. Previously i had tried this over the phone and online customer service and nobody was able to help. Pablo manage to help me immediately and very effectively and i am very thankful. Many thanks once again!

Amazing service from Ben listened and got me everything wanted and we had a good chat along with the manager made the whole store experience so enjoyer-able and easy

From start to finish the lady looked after us both.

Kieran was really helpful from the Rugby store and knowledgeable in talking me through contracts and finding me a better priced plan. He answered all my questions

O2 left an incorrect negative marker on my credit report meaning I missed out on a current account switch.

So far im 6 emails back and forth with them which as best described as AI slop.

Hoping they fix it and propose a resolution that actually matches the loss they have caused me

Update - the AI generated responses continue with their reply to this review...

Scammers not to be trusted. Customer of over 15 years yet ignored and told no. I will now be seeking compensation