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
Ever since O2 joined with Virgin Media the customer service has gone drastically downhill. Staff in the O2 shops are, generally, very helpful but even they seem to be struggling with it. The O2 ap now... See more
After 13 years with O2 I have had enough. They are liars, I have O2 insurance phone is broken. Tried claiming some junior with no experience told me not covered. This took them 15 seconds without even... See more
Company replied
I pay monthly for an O2 contract that includes roaming, yet the last two times I’ve travelled my data hasn’t worked for the first 3–4 days. Every time I have to ring customer service, it’s a hassle ju... 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
2.4
Poor
24K reviews
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Served by Laminate k helped in setting…
Served by Laminate k helped in setting up my samsung phone and putting in my sim card very helpful and friendly lovely experience at this store.
17 July 2026
Unprompted review
Reply from O2
Hi Lorraine, thank you for taking the time to leave us a review.
We're really glad to hear that Laminate K provided such helpful and friendly service during your visit. It's great to know they were able to assist with setting up your Samsung phone and getting your SIM card installed, helping to make your experience as smooth as possible.
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/3QY9Ztq
Facebook: https://bit.ly/45eZ3uA
Amazing service here at O2 White City
Amazing service here at O2 White City. Amin and Amir teamed up to fix my sim card and update my details, while managing to get a couple of cheeky upgrades in the process. Would highly recommend these two.
17 July 2026
Unprompted review
Reply from O2
Hi Franklin, thank you for taking the time to leave such a lovely review.
We're delighted to hear that Amin and Amir at our White City store were able to help resolve your SIM card issue and update your details while also taking the time to discuss some upgrade options with you.
It's great to know that their teamwork, and customer service made such a positive impression. We'll be sure to pass on your kind words to both Amin and Amir, who will be thrilled to receive your feedback.
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/4gKEEVA
Facebook: https://bit.ly/3RlVwaz
Pk helped me with device issues and…
Pk helped me with device issues and helped me setup my o2 app. He is really helpful and patient
17 July 2026
Unprompted review
Reply from O2
Hi Doris, thank you for taking the time to leave a review.
We're really pleased that PK was helpful and patient when helping with your device issues. It's great to hear you've had such a positive experience.
If you do need any further help, 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/4ytxV8E
Facebook: https://bit.ly/3RIKtIP
Very helpful service from jasmine
17 July 2026
Unprompted review
Reply from O2
Hi Sudeys Dino, thank you for taking the time to leave us a review.
We're so glad to hear that Jasmine provided such helpful service during your visit. Our teams work hard to ensure every customer receives the support they need, and it's wonderful to know Jasmine made a positive impression.
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/4fFsHPM
Facebook: https://bit.ly/44G4yCu
I would not recommend anyone to use O2
I would not recommend anyone to use O2.
After doing an early upgrade on my existing contract and paying the early upgrade fee, I signed up to a new contract with a new device.
The new device was scheduled for next day delivery which I had to take the day off work to receive which resulted in loss of earnings.
For what ever reason DPD never delivered the new phone and O2 would do nothing to help.
Because I work away from home and DPD do not deliver on weekends I had to reschedule the delivery again for the following Friday which ment futher loss of earnings.
After not receiving the parcel again and contacting DPD, I was informed that DPD had now lost my package.
After contacting O2 to send a replacement, they are refusing to send me a replacement and will not help me at all.
So I have paid for and early upgrade, signed a new contract and O2 will not provide me with my new device.
Absolutely disgusting customer service.
17 July 2026
Unprompted review
Reply from O2
Hi John, thank you for taking the time to leave a review.
We understand how frustrating it must have been to arrange time off work for your delivery and to still be without your new device after this length of time. This is not the experience we want our customers to have, and we understand why you are disappointed.
We'd love to help get this resolved for you. Can you 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/4yLCtrp
Facebook: https://bit.ly/459ugiR
Albright took his time to help me ..he…
Albright took his time to help me ..he managed to fix my phone for me im very happy with his service he provided .....
17 July 2026
Unprompted review
Reply from O2
Hi Androulla, thank you for taking the time to leave a review.
We're thrilled to hear that Albright took the time to help and successfully fixed the issue with your phone.
Providing friendly and effective support is what we strive for, and it's great to know Albright delivered that experience.
If you do need any further help, 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/4vxhpln
Facebook: https://bit.ly/4fJ3vYA
Needed to remove parental controls and…
Needed to remove parental controls and it was done in minutes. Great service
17 July 2026
Unprompted review
Reply from O2
Hi Lee, thank you so much for taking the time to leave us a review.
We're really pleased that your parental controls were removed within minutes. Delivering prompt, hassle-free support is exactly the level of service we aim to provide.
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/4aW4UIL
Facebook: https://bit.ly/3R04R87
Reply from O2
Hi Bernis, thank you for taking the time to share your review.
We're really glad to hear that Serena provided excellent service when you visited our store.
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/4f9oCTP
Facebook: https://bit.ly/4yybv6o
I have been treated with respect and…
I have been treated with respect and consideration. Thank you very much for Christelle.
17 July 2026
Unprompted review
Reply from O2
Hi Mrs A Harley, thank you so much for taking the time to leave such a lovely review.
We're so pleased to hear that you were treated with respect and consideration in our store.
If you do need anything further, please don't hesitate to contact us 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/4px54fQ
Facebook: https://bit.ly/4ptm1aV
Customer service is TERRIBLE
Customer service is TERRIBLE. First thing is you're sent through to a call center in the middle of India, no one seems to know what's going on. One person says one thing then another says something else. I wish you all the best calling them up because you need it. And lots of patience
17 July 2026
Unprompted review
Reply from O2
Hi Lauren, thank you for taking the time to leave a review.
We're very sorry to hear about your experience and understand how frustrating it can be when you receive inconsistent information ,and have to spend time trying to get a clear resolution.
We'd really like to help you with this. Could you 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/4foVC9q
Facebook: https://bit.ly/4w5sEm5
The store and people were very helpful
The store and people were very helpful
17 July 2026
Unprompted review
Reply from O2
Hi Nabeela, thank you for taking the time to leave your review.
We're really pleased to hear that you had a great experience in our store and the staff were really helpful.
If you do need anything else, 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/4f8D3HR
Facebook: https://bit.ly/4ynMUkt
Good deals can be had
I’ve been with O2 for years and never had a real problem with their network. However, their price can be much higher than others. I phoned them a few days ago and said I was going to leave because of their prices. A very helpful agent answered within a few rings and after discussion about what I needed offered me a tariff at about 40% of what I had been paying with much more data. For comparison, it’s now similar to Tesco mobile’s prices.
16 July 2026
Unprompted review
Reply from O2
Hi Wes, thank you for taking the time to share your experience and for your loyalty over the years. We understand how important value for money is, and it's great to know one of our advisors were able to offer a plan with more data at a significantly lower cost. Thanks for staying with us.
Reply from O2
Hi and thanks for taking the time to leave a review. We're pleased to hear our team was able to help you with your query and thanks for choosing O2.
Really friendly service from Jasmine…
Really friendly service from Jasmine and keerat
17 July 2026
Unprompted review
Reply from O2
Thanks for the review John and pleased to hear that Jasmine and Keerat was able to help you with your query. We'll be sure to pass on your feedback to them, who I'm sure will appreciate the recognition.
Matt was very helpful and got my phone…
Matt was very helpful and got my phone back up and running
17 July 2026
Unprompted review
Reply from O2
Thanks for the review Margaret and pleased Matt was able to get you back up and running, providing a positive experience. Thanks for choosing O2.
Professional and friendly
17 July 2026
Unprompted review
Reply from O2
Thanks for leaving us a review Ian and happy to hear we were able to support you with your query. Thanks for choosing O2.
I came in with a blacklisted s26 ultra
I came in with a blacklisted s26 ultra, which Kam, Jasmine and Keerat, helped with. Kam was at the front, very welcoming and was able to send me to Jasmine who after 20mins of intense troubleshooting she was able to find iut it was blacklisted, something the telephone service team after 2 calls were unable to discover, they claimed a broken mast and just to leave it. The customer service, warmth and efficiency of the team at store 0080 was the best they are amazing ambassadors for the brand, a brand which for this i was questioning.
17 July 2026
Unprompted review
Reply from O2
Hi Kim. thank you for taking the time to share your experience. We're sorry our previous agents were not able to identify the blacklisting but pleased to hear that Kam, Jasmine and Keerat were able to assist you and get to the root cause of the issue. Thank you for recognising their efforts and we'll pass the feedback on to them and the greater team to show the standard of service we strive for.
With in 20mins of going to o2 shop i…
With in 20mins of going to o2 shop i got got it sorted and now my moblie works fanstaic many thanks o2 st james
17 July 2026
Unprompted review
Reply from O2
Hi Ma, thank you so much for taking the time to leave a lovely review.
Its great to hear that you had such a positive experience in our store and your mobile is now working brilliantly.
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/4yukNjw
Facebook: https://bit.ly/44G05jc
Impossible to speak to them…
Impossible to speak to them (ironically) to update basic account information
17 July 2026
Unprompted review
Reply from O2
Hi Crispin and thank you for your review. We're sorry you've been unable to speak to us to update your account information and understand how frustrating it can be when a simple request isn't as straightforward as expected. We'd like to help update it for you but we're unable to do so on this platform. Please get in touch using one of the following methods so we can help:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4pmnHCQ
Facebook: https://bit.ly/4wIK87H
Matt was extreamly helpfull fixed our…
Matt was extreamly helpfull fixed our issue which was nothing to do with o2 you need more staff like him
17 July 2026
Unprompted review
Reply from O2
Thanks for your review Veronica. We're delighted to hear that Matt was able to resolve your issue, even though it wasn't related to O2. Thank you for taking the time to share your experience and thanks for choosing O2.
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