I've faced multiple issues since switching to O2. The signal drops frequently, especially in my area, which is frustrating. Moreover, customer support is slow to respond, making it more difficult to r... See more
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Review summary
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Reviews shaping this summary
Horrible horrible company. I have serious medical issues, O2’s service does not work at my property yet they will not let me leave. I am unable to have important and urgent conversations at my own ho... See more
Company replied
Follow on from my last review about 02 complaint. I have now received 4 phone calls from 02. I answer phone call but they do not speak and the last one talked over me as if it was an voicemail and p... See more
Company replied
Worst customer service ever!!! If I could leave no stars I would. A month and a half I have been waiting for you to reconnect a phone number that you allowed hackers to port out and it’s me doing a... See more
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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
2.5
Poor
24K reviews
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After an awful online experience
After an awful online experience with the O2 customer service team this morning (tel no. 202) whereby they rendered my mobile useless by killing the sim before the new sim was delivered, Claudio saved my day by calmly replacing the sim and making a call to get it activated. I have no confidence in the 202 service and will always go to the store in future. Thank you again Claudio
22 July 2026
Unprompted review
Reply from O2
Hi Bart, thanks for the review. We're sorry to hear about the experience you had with the online customer service team and the inconvenience caused during your SIM replacement. However, we're delighted that Claudio was able to turn things around for you. His calm approach, expertise, and determination to get your new SIM activated and your service back up and running are exactly the kind of support we strive to provide.
We'll be sure to pass on your kind words to Claudio, who will be thrilled to know he made such a positive difference.
I came in to store because I needed to…
I came in to store because I needed to change the account name holder and the lovely girl Wasima helped me out. 10/10 service.
22 July 2026
Unprompted review
Reply from O2
Hi, thank you for your review and happy to hear that Wasima was able to help you with changing the account name and make the process straightforward. It's great to know that you received such excellent service during your visit and we'll be sure to pass this on. Thank you for taking the time to share your experience with us.
Fariha did a good job handling my fraud…
Fariha did a good job handling my fraud case
22 July 2026
Unprompted review
Reply from O2
Hi Ayaan, thank you for your review and happy to hear that Fariha was able to support you with your fraud case and provide the help you needed. We'll be sure to pass on your feedback and thank you for taking the time to share your experience.
very good service and solved my problem…
very good service and solved my problem in 5 min
22 July 2026
Unprompted review
Reply from O2
Thank you for your review Mariam and pleased to hear a member of our team helped resolve your issue quickly. Thank you for taking the time to share your experience with us.
Welcoming and efficient
Welcoming and efficient
Dale listened and acted on my query and resolved the issue
Thank you!
22 July 2026
Unprompted review
Reply from O2
Thanks for your review Dora! It's great to hear about the service that you've had from Dale and that he listened to everything that you needed to ensure your query was fully resolved!
Terrible signal all over the UK
Terrible signal all over the UK. O2 have one job - to provide phone service and it is rare they do that. Have been with O2 for 3 years and I travel all over the UK for work and not one place gets decent signal whereas other people I am travelling with who are not on O2 have it. I'm cancelling and moving to EE due to this, its awful I can hardly use my phone
22 July 2026
Unprompted review
Reply from O2
Hi Rebecca, thank you for your feedback. We're sorry to hear that you haven't been satisfied with the network coverage you've experienced and understand how important it is to have a reliable signal. We'd like the opportunity to review the areas where you've experienced issues and investigate further. 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/4fOyHFT
Facebook: https://bit.ly/45hxlNT
Great customer service
Great customer service, I was given excellent service very promptly and officially by Abdulkarim and my problem has been solved. Thank you soo much
22 July 2026
Unprompted review
Reply from O2
Thank you for your wonderful review. We're delighted to hear that Abdulkarim was able to resolve your issue leaving a positive experience, and we'll be sure to pass your kind feedback on and thank you for taking the time to share your experience.
Amazingly helpful
Amazingly helpful
Professional help for the Dummies. Lamia was wonderful. Wonderful to experience the human factor. Thanks for all your patience and care!
22 July 2026
Unprompted review
Reply from O2
Hi Karolina, thanks for taking the time to leave a lovely review.
We're so pleased to hear that Lamia was able to provide the support, patience and care you needed. It's great to know she made things easy to understand and delivered such a positive experience. We'll be sure to pass your lovely feedback on to Lamia.
If you do need anything further, 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/4vKLLkE
Facebook: https://bit.ly/3TQkTSI
The staff were incredible so helpful…
The staff were incredible so helpful had all the knowledge and extremely patient we are so lucky Lamia and Nathan were so helpful and we couldn't have done it without them thank you
22 July 2026
Unprompted review
Reply from O2
Hi Lisa, thanks for your lovely review.
We're so pleased to hear that Lamia and Nathan were able to help. It's great to know their knowledge, patience and support made such a positive difference to your experience.
We'll be sure to pass your kind words on to them.
If you do need anything, 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/4yCCtJV
Facebook: https://bit.ly/3RcC2p4
Reply from O2
Hi M, thanks for the lovely review!
We're so pleased to hear Fariha made such a positive impression. We'll make sure your kind words are passed on to her.
If you do need any help in the future, 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/3RtJJHh
Facebook: https://bit.ly/4fAj2ZJ
Thanks fariha and team
22 July 2026
Unprompted review
Reply from O2
Hi James, Thanks for the 5-star review!
We're delighted to hear that Fariha and the team provided such a great experience. We'll make sure your kind feedback is passed on to them. Thanks again for taking the time to share it.
If you do need anything in the future, 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/4bDCqUm
Facebook: https://bit.ly/4vGO73J
Alia and fariha
Alia, Fariya, just everyone at this beach were great! So lovely
22 July 2026
Unprompted review
Reply from O2
Hi, thanks for your lovely review.
We're so pleased to hear that Alia, Fariha and the rest of the team made your visit such a positive one. It's always great to know our colleagues have provided such friendly and helpful service.
If you do need anything in the future, 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/4fukixr
Facebook: https://bit.ly/3RnzynR
Reply from O2
Thank you for your review Marie and happy to hear that Fatima was such a great help and provided you with a positive experience. Thanks for taking the time taking to share your experience with us.
Very good experience thank you Gary😊😊😊
22 July 2026
Unprompted review
Reply from O2
Hi, thank you for taking the time to leave a review.
We're really pleased to hear you had a very good experience and that Gary was able to help.
If you do need anything in the future, 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/4bDt5fg
Facebook: https://bit.ly/3RQzVHB
Lovely experience with Shaunel and…
Lovely experience with Shaunel and wasima was great. They were lovely and patient. Thank you
22 July 2026
Unprompted review
Reply from O2
Hi Esther, thanks for taking the time to leave a review.
We're so glad to hear that Shaunel and Wasima provided such a lovely experience and were patient and helpful throughout.
We'll be sure to pass your kind feedback on to them.
If you do need anything further, 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/4x3wzjH
Facebook: https://bit.ly/4wWyu9o
Great service form fariha
22 July 2026
Unprompted review
Reply from O2
Hi James, thank you for taking the time to leave us a review.
We're really glad to hear that Fariha provided such great service. We'll be sure to pass your kind feedback on to them and the team.
If you do need anything further, 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/4x3lSO1
Facebook: https://bit.ly/44IUGIk
The o2 team at tottenham court road…
The o2 team at tottenham court road were so efficient. I was served extremely fast by Fariha. She sorted out my issue of changing my personal information using documentation, both address and email. She also helped my log into the my o2 app which is amazing. Anybody with these issues please see her at the Tottenham court road branch she was very helpful and kind.
22 July 2026
Unprompted review
Reply from O2
Hi Fan, thank you for taking the time to leave us a review.
We're pleased to hear that Fariha at our Tottenham Court Road store was able to assist you quickly and efficiently, from updating your personal information to helping you access your My O2 app. We'll be sure to pass on your kind words to Fariha and the team.
If you do need anything further, 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/4yApfxf
Facebook: https://bit.ly/4yvUN7v
Lamia was very helpful!
22 July 2026
Unprompted review
Reply from O2
Hi E Taylor, thanks for taking the time to leave a review.
We're really pleased to hear that Lamia was so helpful. We'll be sure to pass your kind feedback on to them, as it's always great to recognise excellent service.
If you do need anything further, 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/4fzOxmB
Facebook: https://bit.ly/3RNWhJS
Fantastic staff
Fantastic staff, great customer service received from Donte. Many thanks!
22 July 2026
Unprompted review
Reply from O2
Hi Susie and thank you for your review. We're happy to hear that Donte helped you with your query and we appreciate you taking the time to share your experience with us.
I am extremely disappointed with O2’s…
I am extremely disappointed with O2’s customer service. Over the past two months, the service has been unacceptable. Not a single O2 store has been able to help us with what should have been a very simple change to our account.
Yesterday, I spent 1 hour and 34 minutes on the phone with customer support just trying to make a basic change to our internet package. The issue was still not resolved because I eventually had to end the call as I no longer had time to continue.
Today, after spending almost another hour on the phone, I was finally led to believe that everything had been sorted out. However, at the very end of the call, I was told that they were unable to complete the request after all and that I would need to visit an O2 store in person.
This is completely unacceptable. I have wasted hours of my time repeating the same information to different representatives, only to be sent back to a store after being assured that the issue could be resolved over the phone. If the request could only be completed in-store, I should have been told that from the beginning instead of having my time wasted.
I expect O2 to improve the quality of its customer service and ensure that customers receive accurate information and efficient support. This experience has been extremely frustrating, and I hope this complaint is taken seriously.
22 July 2026
Unprompted review
Reply from O2
Hi Lika, thank you for taking the time to leave a review.
We're truly sorry to hear about your experience. We completely understand how disappointing and frustrating it must have been to spend so much time trying to make a simple change, only to be given conflicting information and left without a resolution.
This is not the standard of service we strive to provide, and we're sorry for the inconvenience and time you've lost as a result.
We'd like to heplp you get this resolved. 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/4yzUmZV
Facebook: https://bit.ly/4bD40B6
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