It took multiple calls taking hours to sort out our accounts. Was given conflicting information from different advisors. Thought it was all a sorted then received texts and letter asking for payment t... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I pay my monthly bill by standing order every month, yet I have absolutely no signal at my home address CR6 9PB for around 2 weeks and poor reception before then. I cannot contact O2 on the number I... See more
Company replied
Been with O2 for 14 years, recently bought Apple Watch with cellular, O2 say they can’t connect it because I didn’t buy it from O2, this is against their own stated policy. Many hours spent on phone... See more
Company replied
live chat is terrible. AI doesn't understand you, then through to a human after 15 mins who doesn't understand basic questions, then the system logs you off when you try and look for anything on your... 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
2.3
Poor
24K reviews
Asks customers to review
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Experience was amazing from start to…
Experience was amazing from start to finish. Effortless & v professional
Well done Mya
11 July 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Great customer service
Great customer service, kudus to Maya for providing great service and seamless transaction
11 July 2026
Unprompted review
Reply from O2
Thank you for your review Ryan!
We're so pleased to hear that you received great customer service and had a seamless experience. Maya will be delighted to know that her efforts made such a positive impression. We'll be sure to pass on your kind words and recognition.
Thank you for choosing us, and we look forward to helping you again in the future! 😊💙
Helpful and confident advice
11 July 2026
Unprompted review
Fantastic service
Fantastic service. Jack and Abbie are very helpful and asset to Virgin and 02.
11 July 2026
Unprompted review
Reply from O2
Thank you for the review and lovely comments Gwendoline. We're delighted to hear that you received fantastic service from Jack and Abbie. It's wonderful to know that they were so helpful and made a positive impact on your experience. We'll be sure to pass on your kind feedback to both of them – they'll be thrilled to hear it.
You know where to find us if you need anything else 💙
Sent to debt recovery company and being chased for hundreds for of their own mistake
Despicable service.
Received numerous letters at the beginning of the year about the O2 price rises on airtime plans, offering customers the ability to cancel their airtime plan for free with no penalty due to the price rises for thirty, (30) days. This was done by myself via the help chat in the app on the 17th February and the operator took me through everything and full confirmed that everything was done, sorted and cancelled. Obviously I’d still have to pay the device plan, but the airtime plan had been cancelled for me.
Am I stupid for not checking up on this? Yes, and I will take the blame for that but I took them at their word. At the same time I went for a cheaper airtime plan on another line and cancelled their insurance on all of my lines.
Flash forward to today and it turns out that despite taking me through the whole process, taking my reason for cancelling, ‘logging tickets’ and telling me they’d cancelled the airtime plan down, the operator had actually done nothing at all and just told me it was done. I’ve been paying a stupid amount each month still for an airtime bill hidden in the midst of bills and payments for multiple lines because either someone didn’t want to do their job or because of nefarious actions on behalf of O2.
I spoke to an operator today on the phone about a different issue, (who I cannot fault, they were very nice), but I explained this to them and they read back through the chats and could evidently see where I’d cancelled the airtime plan and where I had been told it was done. I was passed to a different department to sort this. They got defensive straight away and told me I had an agreement and contract ongoing and it couldn’t be changed, and that the previous operator I just was speaking to told me this and I should know that. I responded telling them that I’m aware of this, and it’s because of their actions not actively doing their jobs and cancelling down the airtime plan when I asked for it to be done and told it was done. I informed them it’s not the fault of the customer, it’s the fault of O2 and I need it sorted. The operator spoke a couple lines of how they were going to check and look into it, and then went silent while I presumed they were looking into it before they hung up on me.
I’ve now got to start the whole process again to get to where I was and try and argue my case once again, and rest assured I will be taking this further to reclaim the money that has been stolen from me for nearly five months now.
Because of the extra money coming out of my account I’ve been left with holes in my budget each month which, after two job losses also, have left me without much income and behind on payments for, funnily enough, the line that was never cancelled and they’re about to send it to a debt collection agency! I’ve also got texts threatening to cancel my insurance if I don’t pay - insurance that I also candles previously but again looks like it was never done!
As mentioned, am taking this further and will be putting through and official complaint - O2 complaints are closed instantly by operators who pressure the customer to do so right after opening it, (saying that it ‘needs to be done’ as a result of their service that day and refusing to give another option), so it’s basically like writing a note on a sticky note that nobodies going to look at, probably to make the figures look better I suppose.
11 July 2026
Unprompted review
Reply from O2
Hi Jake. Thank you for taking the time to share your experience. We're sorry to hear about the issues you've faced and understand how frustrating this situation must be.
In regards to the cancellation you contacted the team about, we would really like to take a further look into this for you to ensure that it is corrected and all up to date for you. We are so sorry for the impact this has had, particularly given the financial difficulties you've described.
It's disappointing to hear that your attempts to resolve the matter have left you feeling unsupported, and we're sorry that the service you received did not meet the standards we aim to provide.
If you could please reach out to our team on social media they will be more than happy to take a further look into this for yo. You can reach the team on the following pages:
X https://bit.ly/4gDmHIt
Facebook: https://bit.ly/44kiNwJ
Emma in Belfast Castle Lane was very…
Emma in Belfast Castle Lane was very helpful and you are very lucky to have Emma working for you and all the other staff seemed very willing to help
11 July 2026
Unprompted review
Reply from O2
Thank you for your 5* review Eamon!
We're delighted to hear that Emma at our Belfast Castle Lane store was so helpful during your visit. Your kind words mean a lot, and we'll be sure to pass your feedback on to Emma and the rest of the team.
It's also great to know that the whole store team made a positive impression and were willing to help. We’re very proud of our colleagues who work hard to provide excellent customer service every day.
Thank you for choosing O2, and we look forward to welcoming you back again soon 💙
I was served by Albright he was a good…
I was served by Albright he was a good lad very helpful
11 July 2026
Unprompted review
Great service in store getting my new…
Great service in store getting my new phone
11 July 2026
Unprompted review
Reply from O2
Thank you for the review Lawrence!
We're delighted to hear that you received great service while getting your new phone. It's wonderful to know that our team helped make the experience a positive one.
We really appreciate your feedback, and thank you for choosing O2. Enjoy your new phone, and we look forward to seeing you again in store soon! 💙
Soun she was nice and very helpful *
11 July 2026
Unprompted review
Reply from O2
Thank you for the review Fathia!
We're so pleased to hear that Soun was nice and very helpful during your visit. Providing excellent customer service is what we strive for, and it's wonderful to know that Soun made such a positive impression.
We really appreciate your feedback and look forward to welcoming you back to the store again soon 💙
Hull store crap service
Went into the Hull store today to enquire about if there was an issue with the network. The lovely lady in there said to me "I wouldn't know if there was a problem, ask GiffGaff". GiffGaff works on the O2 network, so I am a customer but obviously she just couldn't be bothered. O2 you must be so proud of that member of staff?
I have tried to reply through your website, but all I keep getting is There has been an error processing your complaints form. Please try again later
The person in question "who couldn't be bothered" was wearing England Football colours, I'm sure you will be able to identify them from that.
11 July 2026
Unprompted review
Reply from O2
Hi Chris!
Thank you for taking the time to leave your feedback. We're sorry to hear about your experience in our Hull store and that you felt disappointed by the response you received.
While GiffGaff is a separate company, we understand why you were seeking advice regarding the network, and we're sorry that our service did not meet your expectations on this occasion. We always aim to provide a helpful and welcoming experience for everyone who visits our stores.
We'd like the opportunity to understand more about your visit and see how we can help. Please contact us via one of these channels or through our customer service team, and we'll be happy to look into this further for you.
X https://bit.ly/4aMj2Er
Facebook: https://bit.ly/4voJv2c
Thank you for bringing this to our attention.
Visited 02 store in trinity and was…
Visited 02 store in trinity and was helped by pk. Very helpful & polite. Definitely go the shop in the future
11 July 2026
Unprompted review
Reply from O2
Thank you for the 5* review Bern!
We're delighted to hear that PK at our Trinity store provided such helpful and polite service. We'll be sure to pass on your kind feedback, as it's always great to recognise team members who go above and beyond for our customers.
Thank you for choosing O2, and we look forward to welcoming you back to the store again soon 💙
Disappointed
It all started last week when I was unable to make or receive calls it effected my work and had to have 2 days off contact 02 varied emails back and forth . Cane to a resolution was offered £25 goodwill will gesture but wanted to credit my account. I said I would only accept this if the credit was transferred to my bank account which was agreed .went on chat this morning regarding another matter to see if the transfer of funds have been actioned to be told credit can not be transferred to bank account so I was lied too offered another £25 to be paid into my account to then be told both sums have been sent to my account . I still have the complaint open just incase it doesn’t happen I have been a customer of 02 for many years and I am disappointed in what’s happenend
9 July 2026
Unprompted review
Reply from O2
Hi Claire, thank you for taking the time to share your experience. We're sorry to hear about the disruption caused by the issue with your service, particularly as it impacted your work and resulted in you needing to take time off.
We also understand your frustration regarding the information you received about the goodwill payment. Being given conflicting information can be disappointing, especially when you're already dealing with an ongoing service issue. We're sorry that your experience has left you feeling let down after many years as an O2 customer.
As your complaint remains open, we would encourage you to continue working with the team handling your case, so they can fully review the situation and ensure the agreed resolution is clarified. So that our team can take a look into this for you feel free to reach out on our social pages, and we'll be more than happy to help:
X https://bit.ly/4wGrOfG
Facebook: https://bit.ly/4fbODRm
You send out message not to use o2 app
You send out message not to use o2 app
It is terrible, spend hours trying to login and the whole merger with Virgin is badly managed, difficult to use and a complete load of rubbish. As for your help BOT that is even worse, does not help your customers. Just helps you hide behind a wall as many of your customers(like me) are very unhappy.
6 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you've experienced, both with logging in to your account and with the support you've received.
We understand how frustrating it can be when you're unable to access the services you need, and it's disappointing to learn that our online support options, including the virtual assistant, did not provide the help you were looking for.
We'd like the opportunity to better understand the issues you've encountered and see how we can help. If you can reach out to us on our social pages the team will be more than happy to take a further look for you:
X https://bit.ly/4f9EOTT
Facebook: https://bit.ly/4pfseqA
Gary was a great help super friendly
11 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to leave us a review Oisin!
We're delighted to hear that Gary was such a great help. Providing friendly and supportive service is something we strive for, and it's wonderful to know that Gary delivered a positive experience.
We'll be sure to pass your kind feedback on to him and his team. Thanks again for sharing your experience, and we look forward to assisting you in the future 💙
EXCELLENT CUSTOMERS SERVICE
We have been assisted and helped by Amrit whose customers service was outstanding. Not only he quickly understood what we needed but also was efficient in solving issues we had. He definitely deserves big bonus for that!
10 July 2026
Unprompted review
Reply from O2
Hi Mira - thank you so much for your review! We're delighted to hear about the outstanding service Amrit provided. It's great to know that he was able to quickly understand your needs and efficiently resolve the issues you were facing. We pride ourselves on delivering excellent customer service, and feedback like yours is a fantastic recognition of the dedication and hard work our colleagues put in every day.
We'll be sure to share your kind words with Amrit and his management team. Thank you again for taking the time to share your experience—we truly appreciate it and look forward to assisting you again in the future 💙
More 02 incompetence
Yet another useless reply with the same numbers and links. I don’t know why trust pilot claim to be helping people.
They answer your reveiw with a stupid link that just takes you to their reviews.
What a disgrace.
Can’t wait till my contracts end and I can go to a normal company that do what they say they’re gonna do
11 July 2026
Unprompted review
Reply from O2
Thank you once again for posting a review Susan. We're sorry that you are not happy with a previous response.
Trustpilot is a third party review site and, as such, we're afraid that we have no access to account information.
If you can reach out to our team using one of the below methods we will be more than happy to help:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4pgfSPe
Facebook: https://bit.ly/4wIatDb
Went to Morzine, poor reception
Went to Morzine, France, for a week and the reception O2 provided was terrible. Had acceptable coverage at Geneva airport but other than that the data in Morzine was mostly 3G and non-responsive. My other friends were using EE and had no issues.
3 July 2026
Unprompted review
Thanks Amina K
A huge thank you to Amina K for the amazing service! I needed a SIM replacement and had already visited the store a few days earlier, but unfortunately her colleagues weren’t able to resolve the issue.
When I came back, Amina took the time to understand the problem and was able to sort everything out quickly and professionally. She was friendly, patient, and clearly knew what she was doing. Her excellent customer service turned what had been a frustrating experience into a really positive one.
Thanks again, Amina – you’re a real credit to the O2 team!
10 July 2026
Unprompted review
Reply from O2
Hi Kevin - thanks so much for your review.
We're delighted to hear that Amina was able to resolve your SIM replacement issue and turn your experience around. We understand how frustrating it can be when a problem isn't resolved straight away, so it's wonderful to know that Amina took the time to listen, understand the situation, and provide a quick and professional solution
Your kind words about her friendliness, patience, and expertise will mean a lot to her. We’re incredibly proud to have team members like Amina who are dedicated to delivering great customer service and going the extra mile for our customers.
Thank you again for taking the time to share your experience. We'll be sure to pass your feedback on to Amina and the store team 💙
Fariha and Noel say they are the dream…
Fariha and Noel say they are the dream team and I see they are. Such superstars sorting out my SIM card. Both absolute geniuses!! Genuine customer service from both, working together to find a solution
10 July 2026
Unprompted review
Reply from O2
Hi Evan, thanks for taking the time to leave us such a lovely review.
We're really glad to hear that Fariha and Noel provided such excellent service. It's great to hear how their teamwork made a real difference.
If you 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/4famNES
Facebook: https://bit.ly/4gxYSSk
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