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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Horrible data. Areas like Richmond, Wimbledon, Finchley Wood, where I am above ground and not inside any buildings, it shows bars but there is often close to zero actual service. It is really an unacc... See more
Company replied
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
Company replied
Moderately long waiting time but updated and kept informed of how long until I’m seen which was good. Soun was very helpful in sorting out issues with my old tarrif plan.
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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Emma from Castle Lane Belfast was exceptional
Emma from Castle Lane Belfast was exceptional in her customer service, she sorted my query very quickly, gave me additional info about where I was for paying off my phone to think about and upgrade but it didn’t feel like a forced sale, more just giving me info and she chatted the whole time, she was very friendly and warm, I will be back and I will want to deal with Emma
July 30, 2026
Unprompted review
Reply from O2
Hi Orla and thank you for the lovely feedback. We're delighted to hear that Emma at our O2 Castle Lane Belfast store was able to resolve your query quickly while also providing helpful information about your options without pressure. We'll be sure to pass this on to make her day and thank you for taking the time to share your experience with us.
Hal was a superb help today with an…
Hal was a superb help today with an issue that's frustrated me for some time. He solved it quickly and effortlessly - if every experience with o2 was like this I'd have a stellar opinion!
July 31, 2026
Unprompted review
Reply from O2
Hi AO and thank you for taking the time to leave your feedback. We're pleased to hear that Hal was able to resolve your issue and that he did so quickly and effortlessly leaving you in a happier place. Thank you for sharing your experience with us.
Costs go up abroad …
Costs go up it’s rubbish saying they don’t. I plan to visit O2 now I’m back in uk because I can never get any help on line
July 9, 2026
Unprompted review
Reply from O2
Thank you for your review Melita and sorry to hear that you've found it difficult to get the support you need online and that you're unhappy with cost increases to your services. Our store teams will be happy to discuss your concerns with you and review any available options when you visit. Alternatively you may 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/4x7vreG
Facebook: https://bit.ly/3TxOwIz
Absoulely a joke company none of them…
Absoulely a joke company none of them know what they are doing. They cut my sons phone of i phoned to get it reconnected in 48 housr which it didn't phoned again was told i needed a whole new contract for it which took over an hour was told the sim would be here in 24 hours the next day it wasn"t phoned again got told by someone else takes 2 working days. They have no idea what they are doing worst mobile company i have ever dealt with would of givwn 0 stars if i could.
July 20, 2026
Unprompted review
Reply from O2
Hi Louise, thank you for taking the time to share your experience. We're sorry to hear about the difficulties you've faced in getting your son's service reconnected and that it is still unresolved despite contacting us several times. This is not the level of service we aim to provide, and we apologise for the inconvenience caused.
We'd like the opportunity to look into this further and understand what happened. 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/4fvPZaS
Facebook: https://bit.ly/4bIcE1x
Ali was so so patient & got me through…
Ali was so so patient & got me through all my questions and confusion. I changed my contract from BT of 24 years to virgin for tv broadband & mobile so I really appreciated all his time & dedication. Excellent service solutions & customer service
July 31, 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your experience Avril. Pleased to hear that Ali was able to answer all your questions and guide you through the process with excellent customer service. Thanks for taking the time to share your experience with us and choosing VMO2.
Really helpfull staff at O2 regarding mis sold item by virgin media thanks to Mason for sorting it out
Really helpfull staff
July 31, 2026
Unprompted review
Reply from O2
Hi and thank you for your review. We're pleased to hear that our team was able to help resolve the issue, and that Mason provided such helpful support throughout. I'll be sure to pass this on to make their day and thanks for the time to share your experience with us.
Sinead was really good and very helpful…
Sinead was really good and very helpful throughout she was approachable and supportive, she sorted out the situation with my old o2 account quickly and efficiently
July 30, 2026
Unprompted review
Reply from O2
Hi Nicola, thank you for your review. We're pleased to hear that Sinead was supportive and able to resolve the issue with your old O2 account quickly and efficiently. Thanks for taking the time to share your experience with us.
Matt is amazing and helpful
Matt is amazing and helpful. He helped me settle my account with O2. All the staff are helpful and nice.
July 31, 2026
Unprompted review
Reply from O2
Thank you for your review Reshma and happy to hear that Matt was able to help you settle your O2 account and provide a positive experience. It's also wonderful to know that you found our team helpful and friendly. We really appreciate you sharing your experience with us and thanks for choosing O2.
Jasmine was amazing!!
31/07/26 - Jasmine was very helpful with helping transfer data from one phone to my new one. She was very lovely
July 31, 2026
Unprompted review
Reply from O2
Thank you for your feedback Riley and happy to hear that Jasmine was able to help you transfer your data to your new phone and make the process smooth and easy. It's wonderful to know that you found her helpful and lovely. Thanks for taking the time to share your experience with us and we hope you enjoy your new phone!
Very helpful service from Matt
Very helpful service from Matt, highly recommend
July 31, 2026
Unprompted review
Reply from O2
Thank you for your review Max and pleased to hear that Matt was able to provide such helpful service. We appreciate you taking the time to share your experience and thanks for choosing O2.
ABSOLUTELY shocking service by O2 …
STILL MORE SHOCKING SERVICE BY O2 TONIGHT - they promised a supervisor would call me - yet after my Trust Pilot complaint today below, O2 think it’s acceptable - it’s not - to email me telling me to call them on EXACTLY the same call centre number, expecting me to go through the error of O2 disconnecting my cell connection to my Apple Watch in NOVEMBER 2025 plus then no doubt I would be told a supervisor will have to call me back but they won’t. O2 this is totally UNACCEPTABLE. O2 get a supervisor to call me ASAP tomorrow & you’ve been given my number multiple times and via Trustpilot site. **** MY ORIGINAL TRUST PILOT MESSAGE: Shocking service from O2 after they admitted disconnecting my Apple Watch cell connection last year (and still charging me for it!) I’ve recently spent over 4.5hrs on 7 phone calls plus 2 visits to the O2 store trying to get this resolved. On calling O2 again this morning & being promised a call back from a supervisor within 1-2 hrs, no one has called me back. I use my Apple Watch daily. It works perfectly in all other respects and use it for H&S reasons when I cycle. Can a supervisor call me today urgently otherwise I’ll escalate this to the Ombudsmen, social media and Martin Lewis!
June 26, 2026
Unprompted review
Reply from O2
Hi Stephen, thank you for taking the time to share your experience. We're very sorry to hear about the difficulties you've faced in getting your Apple Watch cellular connection restored, especially after contacting us and visiting store. We'd like to look into this further and help get your issue resolved as quickly as possible, but unfortunately we can't on this platform. 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/4wzAapO
Facebook: https://bit.ly/4wxh17E
I was served by Abdulkarim today
I was served by Abdulkarim today. Absolutely outstanding customer service and a pleasant young man. Would not hesitate to recommend him to my friends and family.
July 31, 2026
Unprompted review
Reply from O2
Thank you for your review Millz and pleased hear that Abdulkarim's friendly and professional approach stood out during your visit. We'll make sure he receives this and thanks for taking the time to share your experience with us.
Reply from O2
Hi Abigail and thank you for your review. We're pleased to hear that Pablo was very helpful and appreciate you taking the time to share your experience with us.
Dean was extremely helpful and…
Dean was extremely helpful and knowledgeable
July 27, 2026
Unprompted review
Reply from O2
Thank you for your review Dave and happy to hear that Dean was extremely helpful and knowledgeable and that he made a positive impact on your experience. Thank you for taking the time to share your experience with us.
My complaint with O2 waw never…
My complaint with O2 waw never addressed and I was never compensated. It has been going on since October 2026. Currently with CISAS....
This situation has been ongoing since October 2025 and represents a serious failure of duty of care by O2.
My personal data was compromised, placing me at real and ongoing risk. I reported this to O2 and expected immediate protection and support. Instead, O2 did nothing meaningful. I was left without proper fraud support, unable to speak to the fraud team despite repeated attempts, and received no follow-up, no investigation updates, and no protection.
On 16th October, I was explicitly instructed by an O2 employee to switch off my direct debit while the issue was being addressed. I followed this instruction in good faith. Since then, I have received not a single promised call back from O2, despite repeated assurances that someone would contact me.
As a direct result of O2’s inaction and poor handling, I have experienced:
Loss of service
Ongoing exposure of my personal data
Loss of access to my authenticator app and connected accounts
Significant disruption to my digital security
Prolonged and severe emotional distress
To make matters worse, compensation was approved, yet even this has stalled because it is effectively impossible to reach the fraud team or anyone with authority to act.
Despite knowing this account was disputed, mishandled, and linked to a data security incident — and despite following O2’s own instructions — O2 has now escalated the matter to debt collection. This is intimidating, inappropriate, and entirely unjustifiable.
Allowing a disputed account involving a data compromise to reach debt collection demonstrates a complete breakdown in internal communication and governance. The stress this has caused is immense and wholly avoidable.
I am now demanding immediate intervention from a senior complaints manager with authority over fraud and billing. This situation requires urgent resolution, written confirmation, and assurance that my data is finally secure. If this matter is not addressed immediately, I will pursue formal escalation through regulatory and legal complaint channels without further notice.
This experience has permanently damaged my trust in O2.
July 31, 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your feedback Anastasiya. We're very sorry to hear about your experience when trying to sort out the concerns you have on your account. It isn't what we like to hear and we want the opportunity to look into your concerns with you. Unfortunately we're unable to help on this platform but please get in touch using one of the following contact methods so we can do so:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4fSuWOS
Facebook: https://bit.ly/3Rlk5EU
Reply from O2
Hi Grant and thank you for your review. We're happy to hear that Abdulkarim was able to resolve your issue so quickly and efficiently, providing a positive experience. Thank you for taking the time to share your comments with us and for choosing O2.
Remember to cancel your direct debit!
My bill kept going up so I wanted to change my tarfiff, something they claim is easily done via the app... I could see the cheaper tariffs and select one in the app but got an error message telling me the service was unavailable and to retry later.
No amount of retrying helped and the "chat to an agent" doesn't work so they are clearly determined to get you to call them and sit in a queue for an hour, which I did not want to do (and shouldn't need to).
After weeks of retrying, and getting the same error message, I gave up and swapped to Lebara. My existing mobile number was ported over with no issues and O2 sent a text message acknowledging my leaving them.
3 weeks later and they've collected the full monthly payment as if I'd never left! My fault really, I should have cancelled the direct debit.
So now they owe me money, and I bet I have to call them to get it back!
The app is useless, rarely works as it should, which in this day and age is actually quite amazing incompetence. Trying to see how much data you've used each month, so you can determine if you're on the best tariff, seems to be impossible.
Service coverage is very poor, I had to use my own wi-fi for internet and calling.
Overall, very poor customer experience/service.
July 28, 2026
Unprompted review
Reply from O2
Hi and thank you for taking the time to share your feedback. We're sorry to hear that you've had a disappointing experience with both our services, the My O2 app and being billed after you have left us. We’d like to help but can’t on this platform, 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/3RI2JSw
Facebook: https://bit.ly/4fxMRLM
Amazing customer service with Abdulkarim
Abdulkarim was excellent help, came in as my mum sim was not working and he helped with it really quickly. Amazing customer service
July 31, 2026
Unprompted review
Reply from O2
Thank you for your review Tasnim and happy to hear that Abdulkarim was able to quickly resolve the issue with your mum's SIM and provide a positive difference. Thank you for taking the time to leave a review.
I have no internet the whole of our…
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 data. Done everything still no data. Can’t even call 202 for help, had help from the live chat but still no internet data in Europe
Also with my other O2 mobile, i received an email that i have used up all my data allowance of course because we are only using one mobile when in fact we have 3 orange network mobile for me and my 2 children.
July 27, 2026
Unprompted review
Reply from O2
Hi Dahlia,
Thank you for taking the time to leave a review.
We're sorry to hear about your experience while travelling. We understand how frustrating it must have been to spend four days without mobile data, especially when relying on it for maps, transport information, and staying connected while abroad.
We're also disappointed to hear that, despite contacting our Live Chat team and trying troubleshooting steps, the issue remained unresolved. We appreciate how difficult travelling can be without a working data connection.
Additionally, we're sorry to hear about your concerns regarding the data usage notifications you received on your other O2 mobile whilst travelling.
For help with roaming and using your phone abroad, please visit:
🔗 https://bit.ly/4vUO2cV
As we're unable to access account-specific details through Trustpilot, we'd encourage you to contact us directly 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/45u02HA
📘 Facebook: https://bit.ly/4fRUJXs
Thank you for your feedback.
Shout out to Biniam
I’ve had an ongoing issue for a month, it was highly complex as multiple layers of my account information were outdated/ incorrect, I’d sat on the phone for hours without much luck, I’d even been to other stores who weren’t able to assist me, but Biniam was able to help me, he sat on the phone to support and perfectly articulated my issue and advocated for me ‘We have to help this customer’ he was empathetic, articulate and friendly.
Emotional intelligence was genuinely 5 stars, exactly who you want in your corner as a customer.
July 30, 2026
Unprompted review
Reply from O2
Hi Lewis,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear about your experience with Biniam. It sounds like you were dealing with a particularly complex issue involving multiple account discrepancies, and we can appreciate how frustrating it must have been after spending hours on the phone and visiting other stores without finding a resolution.
It's fantastic to know that Biniam took ownership of the issue, worked with our support teams on your behalf, and ensured your concerns were clearly understood. Providing empathetic, knowledgeable, and customer-focused support is exactly what we strive for, so it's especially rewarding to hear how positively his approach, communication, and dedication impacted your experience.
We'll be sure to pass your kind feedback on to Biniam. We're sure he'll be delighted to hear that his advocacy, professionalism, and emotional intelligence made such a difference and that you felt he was truly in your corner throughout the process.
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/4g4a3kP
📘 Facebook: https://bit.ly/4yMp8ik
Thank you for choosing O2.
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