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o2 sent the delivery code for my new phone to my son's phone so I couldn't access it to receive the delivery yesterday. DPD then say they were asked to return it to O2 without a further attempt at delivery. Spoke to O2 today and they say I now have to wait 8 days for it to be returned to them and then re-order. Useless....

I really think you are the most incompetent company in the whole world.

Absolutely appalling customer service
My phone stopped working for no apparent reason, visited O2 store and
Would not help without ID such as passport or driving licence, who walks about carrying these items daily?
They informed me that the issue was my sim needed replacing but my account had been locked, I use my phone for business and this issue is costing me bigtime, they offered £50 compensation this wouldn't cover a day's expenses. And to boot may take 1 to 3 working days to resolve.
In this day and age of technology this is absolutely ridiculous.
I'm now seeking legal advice.

I have been an O2 customer for many years. I got a text from them about ten days age saying I opted to go on to international call rates. I had not. I gave them a call to sort things out but got nowhere.
I moved to Tesco mobile today and had one final call to O2 to sort out refunds etc. Spoke to some Indian guy who would not listen. What should have been a two minute call took over ten minutes. Good riddance.

Do you want a phone signal, let alone internet coverage? Then avoid this company! I have been with them for over a year and have experienced the worst connectivity since the days when mobile phones were the size of a house brick! In the east of England where I live, even in cities there is below average coverage, move to the market towns (even the larger ones), let alone rural areas and you are wasting your time. Even when I went to London a few weeks ago I wasn’t able to get a signal in places. Oh, and just to add insult to injury, they have become very expensive and are quick to raise their prices while reducing the service you are paying for. In most walks of life when a company compels you to pay for a service they know they are not going to provide, it would be called fraud. This is what happens when you have a toothless regulator failing to protect customer’s from getting ripped off.

Bad service. Had to cancel the contract before getting it, because of not receiving it in time and bad service all round. 👎

These people took payment from me on order NC9439770101 some time in August or thereabouts, with promise to deliver within 4/5 weeks.
After several phone calls ( with orders tracking status showing in progress) NO ONE I spoke with knew what was going on with an over delayed order.
Then 5 months on a refund notice. No explanation nothing.

Taken advantage of by an agent after brain surgery, gas lit by the company on several occasions claiming no association but they gained a 4 year contract from what they claim as a fraudulent call. Complaint department trying to call a data only number proving they don't pay proper attention to what they have been told. Never want to deal with this company ever again.
Edit: requested info on my account under GDPR only for them to first of all ignore it, then complaints department said it would be released only for admin to turn around and say it doesn't exist contradicting what my emails and phone records show, now talking with a lawyer.

I am sick of this its been 2 months i have waited for customer complaints to reach out to me, i have gave my number time and time agaim and still nothing, use have 6 days before i can escalate it to ombudsman!!!!!!! Absolute joke!!!!!!!!!!!

Just had a message to take part in what thy call a survey rate your previous conversation with thier call centre in India which I couldn’t understand what she was saying lots of background noise after me waiting on the line for half an hour and a further half an hour answering multiple questions could not resolve my problem and had to wait again to be put through to a virgin media advisor who was more helpful getting back to the survey I had to rate my 0-5 0 being very dissatisfied so I rated 0 very dissatisfied sent my rating but within seconds another message you are not yet taking part in the survey will they only accept positive ratings in thier surveys even when it wasn’t? food for thought

Not even worthy of one star, AVOID this company, ordered a phone last Friday to be told it would be delivered the following Monday/ Tuesday , it’s now a week ago and the phone tracking number says it’s still with o2 awaiting dhl pick up. BUT WAIT IT GETS WORSE , o2 then port my original number that iv had years and run a business off which is my income from jobs and now it’s cut off because it’s on the sim that’s still at there warehouse. I then ring up and wait ages to get through and all they said was there running behind because of Black Friday. Iv had no phone for 4 days now no one can get in touch , I can’t ring out , no mobile data no Apple Pay, They didn’t even tell me about this I found out when my partner tried to call me and it said number not recognised, I then tried to tell the 02 “expert” I want my number back and that the phone WHEN it actually arrives isn’t being signed for and is being returned to sender as I do not want it now , his reply was when it arrives your new sim will be active with your old number … he definitely wasn’t listening to what I said. He was as much use as a handbrake on a canoe. If I had read the reviews before hand I’d never of gone with this appalling company. I was coming as a new customer I lasted 3 days. It would of been 2 if it wasn’t for falling on the weekend, so to top it off, iv got no phone from them, no sim, they’ve took my original number , and they’ve took my upfront cost. They’ve even sent me my first bill and I haven’t even received my order they’ve still got it the cheeky bast***s so I decided to shop around as I needed a phone, Wednesday I went on sky mobile found a better deal and better phone cheaper than o2, I got a iPhone 16 pro max with 60gb data, unlimited calls and texts.,no up front cost £52 a month, ordered Wednesday online nice , easy and quick, it arrived the following day Thursday @ 8 am via DPD , spoke to sky last night straight through on a call and there going to port my old number over today.

DONT GO WITH O2!!!! Especially if u are getting a device for a Christmas present , you might be lucky and receive it Christmas 2025.

Shocking service! Bought a device from their shop. Was sent an email saying it'll arrive next day. After that didn't get anything regarding it. No dispatch email or any correspondence. Tried to go on chat, chat advisor keeps saying it's wrong department, and then the chat bot keeps trying to send me to the app, which didn't work because it wasn't "ready yet" as I was a new customer. Called them and took about half hour to get through and then still couldn't sort it. Just kept going in circles.

Disgusting and not fit for purpose company. Customer service is a disgrace.

Absolutely would not recommend this company do not use it!!!!!

Terrible

Luckily there has been 4 staff out of 50 that have sorted my issue.

I didn't get the names of the first two unfortunately but Janice. Top tier. She took all that weight from me. She sorted everything. After speaking to many many different people who didn't sort it out. And the guy she passed me onto was clear Romnuel.

Worst company I have ever used.
They started charging me double. I tried for months to get in touch with someone, including 3 trips to the o2 shop. When they eventually resolved it, instead of refunding, they passed my bill to a dept collection agency. This company is dangerous - DO NOT USE

This is the more bad company, I pay for fraud 1200£ and the company didn’t helped me for now , is the more rude staff you have to wait 2 hours to speak with bad bad rude and ridiculous company.

Worst phone company out there. I preordered an iPhone 16 on the 13th of September, I was promised it would arrive on the 20th, 20th came around and I did not get it, called them up and turns out it was delayed 3 weeks, I explained I wasn’t going to be here and I was told it wasn’t a problem, but then it turned out that the phone was supposedly sent to me and returned to o2 as I wasn’t in. Now, the buzzer to get into the building rings on my phone and I did not get any calls from the buzzer…so it was clearly not sent. I then had to spend HOURS of MY time trying to sort this put as the phone was still in my account so I couldn’t place another order which is ridiculous. Every single time i called i got different answers, the people working at the call center have absolutely no idea or initiative to solve issues. I finally got through to someone that had the willingness to call another department to remove the phone from my account…not even a supervisor had donde this. This then took quite a few days to actually happen, i was promised someone would call me to make the order again but no one did. After a month i was able to place another order, there was a 3 week wait and i finally got a message yesterday saying it would be delivered today, do you think it actually did? NO! Again more lies, no one knows how to do anything, you are acting like you don’t have the worst signal in the world, i am demanding that if this phone is not here tomorrow that i get my contract cancelled at no cost as this is now getting ridiculous, I have a switch up plan that I can’t use due to your incompetence.

o2 used to be a great company providing good service for value for money, now they are just inept at providing good customer service and charge an absolute joke for contracts. Avoid at all costs.

For many years i have been a loyal and enthusiastic customer of O2. But no longer. Over the last two weeks I have been gaslighted, lied to and unjustly left with a £700 device contract to pay off. I had to switch up online because I am disabled and could not get to a store. I was informed out of the cooling off period that my phone was not being accepted due to distorted speech from the speaker. This was most definitely not an issue when I sent it. There has been a catalogue of issues since. I am currently preparing to submit to the Ombudsman and my complaint is now running at 8 pages, with more to be done. In brief, they later told me that the phone was rejected due to a missing sim tray. No mention of a faulty speaker. I received the old phone back and they have damaged it. Scratches on the back and notches in the metal camera bar. AND the sim tray is clearly still in the phone!

They insist I must return my new phone (which will also be subject to an untrustworthy and unreliable evaluation). Then I have to book my old phone in for a repair under warranty. Then go through switch up all over again. Or keep both phones and pay both device plans ( the latter of which they had the gall to call an "offer!")

At this point I do not trust them to not come up with more fake problems with my new phone and find a way to shaft me over that too.

If I had been able to switch up in store I could have had an honest response that there was nothing wrong with my phone, or at least be told before the switch up that it needed fixing. And the phone would not have been damaged.

Although the matter is now subject to a "deadlock letter" I am writing this review in the vain hope that O2 will realise the damage they have done to me, how I have been subject to disability discrimination (long story not described here) and the actual value of my time spent trying to get a sensible resolution. (At present, over £240 at my current hourly rate- time out of work i have had to take to deal with this.)

Oh my god! 02! What has happened to this company?

AVOID AT ALL COSTS - DO NOT GO WITH THEM EVEN IF THEY OFFER CHEAPER CONTRACTS... THEY'RE CHEAP FOR A REASON...

Customer service all farmed out to foreign countries. Inefficient 1st line resolution of issues. Asked to speak to a manager - average hold time is 20 mins only to be cut off with no return call - this happened 3 times.

Returned two handsets within the 14 day cooling off period. They then proceeded to charge me £4867 to pay off the remainder of the contracts - even though they advised nothing would be charged.

This is an abomination of a company - the customer service manager has no clue or does not care - not sure which.