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 an... See more
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Review summary
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Reviews shaping this summary
Well, mostly because your service leaves me lost most days, as a single retired pensioner there are a list of things I cant get due to some sort of security, Fanbase for one, Im invited on, but my ser... See more
Company replied
I went to O2 in Bristol 5 Broadmead, Bristol BS1 3HF in March 2026 as I had problems with a mobile i only bought recently . Although the girl I saw "K" on the 25 march 2026 was helpful she was... See more
Company replied
I have no internet the whole of our trip 4 days to be exact, just relying on wifi. Very hard to travel without the data, can’t check anything bus and train times, google maps not working because no d... 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
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I had a huge problem for very long…
I had a huge problem for very long trying to get it sorted out through the phone has been a hassle. Several days spent with false promises, however that all changed when i popped into the big store as a last resort (went to a smaller one nearby but the team was full of kids so they told they cant fix it but they tried atleast.)
Now its all been fixed within a 20 minute visit with Stefan. Great personable guy with knowledge enough to do the work of all agents that tried before. Visit this big store if you want an O2 that cares.
August 5, 2026
Unprompted review
Reply from O2
Hi and thank you for sharing your experience. We're pleased to hear that Stefan was able to turn things around for you and that he resolved the issue during your visit. We'll make sure your kind words are passed on to him and the store team. Thank you for taking the time to recognise Stefan's efforts, and we're pleased we were able to get everything sorted in the end.
Unable to receive data
While everything went ok with myself, my daughter and wife lost their data for the last few days which was a problem as we couldn't make contact with each other when we were in different locations.
August 1, 2026
Unprompted review
Reply from O2
Hi Stephen and thank you for your feedback. We're pleased to hear that your own experience went smoothly, but we're sorry to learn that your wife and daughter experienced issues with their data. We understand how important it is to stay connected with family and if they're still experiencing issues, please ask the account holder to get in touch using one of the following methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4q0ma63
Facebook: https://bit.ly/4wC9OTV
Always fantastic and knowledgeable…
Always fantastic and knowledgeable staff regarding their products.
A special thank you to Donte who sorted a problem for me with the Samsung watch that I would never have been able to sort out on my own.
August 4, 2026
Unprompted review
Reply from O2
Thank you for your feedback Michael and we're pleased to hear that Donte was able to resolve the issue with your Samsung Watch and provide the support you needed. We'll be sure to pass this on to him and thanks for taking the time to share your experience.
Worst provider
Worst provider. Links in app never work. Pointless having options for users in the O2 app to customise plans, tariffs etc if none of them ever work. “Oops its not you its us” error constantly.
Well, oops, its you, not me. Moving provider.
August 5, 2026
Unprompted review
Reply from O2
Hi HL,
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 trying to manage your account or explore tariff options through the My O2 app, only to repeatedly encounter errors and find features unavailable when you need them.
We're particularly disappointed to hear your feedback regarding the app experience. We appreciate that customers expect online services to be reliable and easy to use, and we're sorry that this has not 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/4wBWD5p
📘 Facebook: https://bit.ly/4fMHDKU
Thank you for your feedback.
Albright was very professional and…
Albright was very professional and friendly. He efficiently figured out our issue and solved it in a timely fashion.
August 4, 2026
Unprompted review
Reply from O2
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that Albright was very professional and friendly. It's wonderful to know that he was able to quickly identify the issue and resolve it efficiently for you.
Providing knowledgeable, approachable, and effective support is what we strive for, so it's fantastic to hear that Albright delivered such a positive experience and got everything sorted in a timely manner.
We'll be sure to pass your kind feedback on to Albright, who will be delighted 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/4gcA2Xl
📘 Facebook: https://bit.ly/4fR88yW
Thank you for choosing O2.
An experience of two halves
Abde was great and dealt with a very serious issue quickly and professionally. It turned out that someone had successfully bypassed initial security checks on my account and was in the process of trying to take over my account. This is despite me having a PIN code and Face ID, which is worrying in itself. Eventually the issue was dealt with very efficiently. It’s the initial interaction that gets one star. On entering the shop I was told by another salesperson that it wasn’t an O2 issue and I had to call virgin media. I knew this wasn’t the case. This person then laughed and referred to his colleague as the ‘hacking specialist’, mocking what turned out to be a very worrying real life hacking attempt. If I’d believed the first salesperson and not insisted on getting the problem sorted out and the hacking attempt had gone further, this could have had some really serious repercussions. I’m really annoyed at the situation and will be looking to leave O2. The one star does not reflect the service I eventually got, but the initial interaction.
August 4, 2026
Unprompted review
Reply from O2
Hi Elizabeth,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience and can understand how concerning it must have been to discover that someone was attempting to gain access to your account.
We're pleased to hear that Abde was able to step in, take your concerns seriously, and help resolve the issue quickly and professionally. Providing prompt, knowledgeable, and reassuring support in situations like this is incredibly important, and we'll be sure to pass your kind feedback on to Abde.
However, we're disappointed to hear about your initial experience in store. We appreciate how frustrating it must have been to feel that your concerns were dismissed, particularly given the seriousness of the situation and the outcome that was ultimately identified. We understand why this left you feeling annoyed and concerned.
If you believe your account security has been compromised, we have dedicated support and guidance available here:
🔗 https://bit.ly/3SdRAJu
You can also report suspected fraud directly using:
🔗 https://bit.ly/4fEOQ0Q
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/4wd54Do
📘 Facebook: https://bit.ly/4fFpyzH
Thank you for your feedback.
Shit company
Shit company. See the reply from them below it will explain why.
The network coverage is worse than Lebara.
They won't even adjust even a single day for you if terms says 90 days its 90 days.
Most of the staff doesn't know anything will try to upgrade you for 1 hour and then say oops 500 upgrade fees please.
August 4, 2026
Unprompted review
Reply from O2
Hi Rahul,
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 network performance doesn't meet your expectations and when options discussed during an upgrade don't align with what you were expecting.
We're also disappointed to hear that your interactions with customer service have left you feeling let down. We appreciate you taking the time to share your feedback, as it helps us understand where improvements are needed.
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/4fSzy7o
If you'd like us to review 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/4hfPgMe
📘 Facebook: https://bit.ly/4fD0ZDr
Thank you for your feedback.
Dale was calm and very professional
Dale was calm and very professional. I would recommend him to anyone in the future.
July 25, 2026
Unprompted review
Reply from O2
Hi Temitope,
Thank you for taking the time to leave a review.
We're delighted to hear that Dale was calm, professional, and able to provide such a positive experience. Providing friendly, knowledgeable, and reassuring support is what we strive for, so it's wonderful to know that Dale made such a great impression.
We'll be sure to pass your kind feedback on to Dale, who will be delighted to hear that you would recommend him to others in the future.
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/4hJAoG8
📘 Facebook: https://bit.ly/4fPaHBs
Thank you for choosing O2.
Reply from O2
Hi Jon,
Thank you for taking the time to leave a review.
We're delighted to hear that Fatiha made such a positive impression. Providing friendly, knowledgeable, and professional support is what we strive for, so it's wonderful to know that you consider her a true asset.
We'll be sure to pass your kind feedback on to Fatiha, who will be delighted to hear that her assistance was so 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/4cflwLZ
📘 Facebook: https://bit.ly/4xmyekl
Thank you for choosing O2.
Fariha did he try well with helping in…
Fariha did he try well with helping in y situation and calming me down. She did all sorts to help my situation. Thank you fariha
August 4, 2026
Unprompted review
Reply from O2
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that Fariha was able to support you during a difficult situation. It's wonderful to know that she took the time to help, reassure you, and do everything she could to assist with your circumstances.
Providing compassionate, patient, and customer-focused support is what we strive for, so it's especially rewarding to hear that Fariha was able to help calm you down and make a positive difference to your experience.
We'll be sure to pass your kind feedback on to Fariha, who will be delighted to hear that her efforts were so 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/3S9WK9r
📘 Facebook: https://bit.ly/4cflzaD
Thank you for choosing O2.
Thank you Soun
Soun was super helpful! She helped me really quickly with some in app issues I was having and some general questions I had. Super lovely and great efficient service :)
August 4, 2026
Unprompted review
Reply from O2
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that Soun was super helpful and able to assist you quickly with the issues you were experiencing in the app, as well as answer your general questions.
Providing friendly, knowledgeable, and efficient support is what we strive for, so it's wonderful to know that Soun made such a positive impression and was able to get everything sorted for you. We're especially pleased to hear that you found her service both lovely and efficient.
We'll be sure to pass your kind feedback on to Soun, who will be delighted to hear that her assistance was so 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/4xqw2IO
📘 Facebook: https://bit.ly/459yRlj
Thank you for choosing O2.
Emma from Castle Lane Belfast was a star
Emma from Castle Lane Belfast was really friendly & helpful. She clearly knew the products & deals available and helped me choose what was right for me.
August 4, 2026
Unprompted review
Reply from O2
Hi Vicky,
Thank you for taking the time to leave a review.
We're delighted to hear about your experience with Emma at our Castle Lane Belfast store. It's wonderful to know that she was friendly, helpful, and took the time to understand your needs.
Providing knowledgeable, customer-focused support is what we strive for, so it's fantastic to hear that Emma was able to clearly explain the products and offers available and help you choose the option that was right for you.
We'll be sure to pass your kind feedback on to Emma, who will be delighted to hear that her assistance was so 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/4cksi34
📘 Facebook: https://bit.ly/4xcI3kE
Thank you for choosing O2.
No eSIM possible on PAYG
I went into the store to ask that if I bought a new phone could I have an eSIM on PAYG. I was assured it was possible. The next day I went back and purchased the phone and they couldn't set up an eSIM in store, I was told to wait 3 days to receive a Qcode by post. I waited 8 days and no code arrived so back to the shop. Again in the shop they told me that it was not possible to have an eSIM on PAYG, I phoned customer service to be told that they not longer put an eSIMs in PAYG phones. I purchased a dual SIM phone on their recommendation which has only one physical SIM slot and now cannot fit my other overseas SIM card in the new phone. All the O2 websites say that it is possible to have an eSIM on PAYG. Customer service just apologises and says that's an error so BEWARE if you need an eSIM on PAYG go to another provider.
August 4, 2026
Unprompted review
Reply from O2
Hi there,
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 have been to make your purchase based on information you were given in store, only to later receive conflicting advice regarding eSIM availability on Pay As You Go.
We're particularly disappointed to hear that, after being advised an eSIM could be provided, you experienced delays waiting for a QR code and were subsequently told that an eSIM was not available for your circumstances. We appreciate how frustrating this must have been, especially as it influenced your decision to purchase a device that you intended to use with both a UK and overseas SIM.
For more information about eSIMs, including compatible devices, setup guidance, and frequently asked questions, please visit:
🔗 https://bit.ly/3SbSmqs
We understand why the conflicting information from different channels has left you feeling disappointed and inconvenienced.
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: 4445 from your O2 Pay As You Go phone or 0344 809 0222 from any other phone
✖ X: https://bit.ly/4gaxpVY
📘 Facebook: https://bit.ly/3TWEfFT
Thank you for your feedback.
aserena she is had good service thank…
aserena she is had good service thank you
August 4, 2026
Unprompted review
Reply from O2
Hi Rebaz,
Thank you for taking the time to leave a review.
We're delighted to hear that Serena provided good service and was able to help you. Providing friendly, helpful, and professional support is what we strive for, so it's wonderful to know that you had a positive experience.
We'll be sure to pass your kind feedback on to Serena, who will be delighted to hear that her 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/4bXZz44
📘 Facebook: https://bit.ly/4xlMLN1
Thank you for choosing O2.
Cant phone anyone from the house as no…
Cant phone anyone from the house as no reception (live in Surrey) so I have to keep my BT landline.
Today had two people from 02 phoning saying they would give me a refund. Turns out they were scammers. I phoned 02. They were “sorry”. I am leaving 02
August 4, 2026
Unprompted review
Reply from O2
Hi Gillian,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience. We understand how frustrating it must be to have limited reception at home and feel unable to rely on your mobile service for calls.
We're also sorry to hear about the scam calls you received. We appreciate how concerning this must have been, particularly when the callers appeared to be offering a refund. We understand why this has affected your confidence in O2 and led you to consider leaving.
If you've been targeted by a scam or believe your details may have been compromised, we have dedicated support and guidance available here:
🔗 https://bit.ly/4fGrAQ8
If you're experiencing network or coverage issues, you can check for known issues and troubleshooting advice here:
🔗 https://bit.ly/4gbJfz3
If you'd like us to review 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/4bqS9X0
📘 Facebook: https://bit.ly/4yZx9k8
Thank you for your feedback.
Have been in past couple of days with…
Have been in past couple of days with direct debit issues. Have been helped by stuart who sorted my first issue with this and then Ayesha and dylan. All 3 of them could not be more helpful and friendly through all this.
August 4, 2026
Unprompted review
Reply from O2
Hi Mr Davidson,
Thank you for taking the time to leave a review.
We're delighted to hear that Stuart, Ayesha, and Dylan were able to help you with your Direct Debit issues over the last few days.
Providing friendly, patient, and effective support is what we strive for, so it's wonderful to know that all three colleagues went above and beyond to assist you and make the process as smooth as possible.
We'll be sure to pass your kind feedback on to the team, who will be delighted to hear that their help and friendliness were so 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/4gdeU3b
📘 Facebook: https://bit.ly/4wz4Qr4
Thank you for choosing O2.
Superb service and was so,so…
Superb service and was so,so helpful,well pleased.
August 4, 2026
Unprompted review
Reply from O2
Hi Johnie,
Thank you for taking the time to leave a review.
We're delighted to hear that you received superb service and found the support so helpful. Providing friendly, knowledgeable, and efficient assistance 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 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/3TG5owL
📘 Facebook: https://bit.ly/4fFqbJA
Thank you for choosing O2.
I came to 02 shop this is a second time…
I came to 02 shop this is a second time this gentleman served me with his best which is made me feel very satisfied
August 4, 2026
Unprompted review
Reply from O2
Hi Ari,
Thank you for taking the time to leave a review.
We're delighted to hear that you returned to the O2 store and received such excellent service again. It's wonderful to know that the gentleman who assisted you did his very best to help and left you feeling so satisfied with your experience.
Providing friendly, knowledgeable, and consistent support is what we strive for, so it's fantastic to hear that your visit was such a positive one.
We'll be sure to pass your kind feedback on to the team, who will be delighted to know that their service 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/4wIiubF
📘 Facebook: https://bit.ly/4q2h2OO
Thank you for choosing O2.
Service was quick and jasmine was very…
Service was quick and jasmine was very respectful the staff are very friendly
August 4, 2026
Unprompted review
Reply from O2
Hi Ako,
Thank you for taking the time to leave a review.
We're delighted to hear that you received quick service and that Jasmine was so respectful throughout your visit. It's wonderful to know that you found the staff friendly and welcoming, as providing a positive customer experience is what we strive for.
We'll be sure to pass your kind feedback on to Jasmine, who will be delighted to hear that her 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/4hgFIk7
📘 Facebook: https://bit.ly/4fNpFYz
Thank you for choosing O2.
No sight of repairs-Poor mobile call quality and data not working
I reported my inability to make and receive mobile calls in my home and outside in the area on 4/8/26. I also cannot access data outside the house or get house alarm notifications whilst in my local area - no one notifiers of work. I contacted via chat service and eventually an agent. It is most unsatisfactory as all they can tell me is “
our engineering system does not show a specific completion timeframe for these mast repairs just yet. However, please rest assured that because this is impacting an entire local area, it is being treated with the highest priority. Our teams are actively on-site working to get everything fully up and running at the absolute earliest moment possible.” So we have no idea how long it could take and it’s been a few days already. Telephone conversations with the Dr have been impacted along with other urgent and important calls. I understand the need for maintenance but without an idea of timescales it leaves people with important needs in a difficult situation.
It has got even worse this afternoon with missed calls as they don’t connect for long enough to ring .
I am Now on the o2 update list after my contacting o2 but no improvement yet and no dates on when this will be resolved.
An update on 6/8/26 bow says there is no news on the issue being solved and it will be 5 days before an update . with the consequential lack of service during this period it makes medical calls and urgent calls nigh on impossible from home.
August 4, 2026
Unprompted review
Reply from O2
Hi there,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience. We understand how frustrating and concerning it must be to be unable to make or receive calls, access mobile data, or receive important notifications in your local area, especially when this is affecting conversations with healthcare professionals and other important communications.
We appreciate that network issues can occur from time to time, but we understand your concerns regarding the lack of a clear timeframe for resolution. It's disappointing to hear that the service has deteriorated further, with calls now not connecting long enough to ring and additional missed calls occurring.
If you're experiencing network or coverage issues, you can check for the latest updates and support information here:
🔗 https://bit.ly/4fW7hwU
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/4pW4Qiv
📘 Facebook: https://bit.ly/4fIDkA4
Thank you for your feedback.
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