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
Company replied
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
Asks customers to review
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Amazing experience
Amazing experience! Pablo was super helpful with my requests.
I had a problem with my sim card and he was able to explain and solve my issue so quickly!
14 July 2026
Unprompted review
Reply from O2
Thanks for the review Khadija! We're thrilled to hear you had an amazing experience with us. It's fantastic to know that Pablo was able to help with your SIM card issue, explaining everything clearly and resolving it so quickly for you.
We'll be sure to pass your lovely feedback on to Pablo. He'll be delighted to hear that his helpfulness and knowledge made such a positive difference to your visit.
Soun was great attending me today
Soun was great attending me today, I came on my only day off and she was very efficient and helpful with whatever needs I had. The store in itself was great and gave a friendly atmosphere would definitely recommend for people to visit in store instead of online. Customer service is on point.
14 July 2026
Unprompted review
Reply from O2
Hey Helder. We're so pleased to hear that Soun provided such efficient and helpful service during your visit, especially on your only day off. It's wonderful to know she was able to assist with all your needs and make the experience a positive one.
We're also delighted that you enjoyed the friendly atmosphere in store and felt our customer service was on point. Your recommendation means a lot to us!
We'll be sure to pass your kind words on to Soun and the rest of the team
Awful phone system for a phone company.
14 July 2026
Unprompted review
Reply from O2
Hi Maria, and thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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/4fi1Rfc
Facebook: https://bit.ly/4pwCXx9
SOUN and AMIR done a great job Very…
SOUN and AMIR done a great job Very helpful ,experienced and amazing people 👍
14 July 2026
Unprompted review
Reply from O2
Thanks for your lovely feedback Alex! It's lovely to hear that Soun and Amir provided such a great experience, and fantastic to know that you found them helpful, experienced, and amazing throughout your visit.
I had a great experience at the o2…
I had a great experience at the o2 shop. Soun was very helpful with my data transfer & made things run very smoothly.
14 July 2026
Unprompted review
Reply from O2
Hi PeezSkurr, thank you for taking the time to leave us a kind review after a visit to our O2 shop and we're pleased Soun was able to help with the data transfer issue you had. Delivering helpful, efficient, and friendly service is what we strive for, so it's great to know we met your expectations.
We'll be sure to pass your kind comments on to Soun and if there's anything else we can help with in the future, please don't hesitate to 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/4feywSW
Facebook: https://bit.ly/4fm6YuV
Rapid answers to my questions
Rapid answers to my questions
Friendliness
And correct information
14 July 2026
Unprompted review
Reply from O2
Hi Alexander and thank you for taking the time to leave us a review and we're pleased on of our agents were able to help with the questions you had. Delivering helpful, efficient, and friendly service is what we strive for, so it's great to know we met your expectations.
If there's anything else we can help with in the future, please don't hesitate to 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/4pi7iiM
Facebook: https://bit.ly/3SROpY9
DIRECT DEBIT ISSUES
I have been a customer with O2 for around 17 years and to be fair I have never had a problem. However, for some unknown reason they have not taken the July payment due via direct debit, despite it being live which was confirmed to me by one of their agents last Friday 10th July (the only time I could speak to somebody!), the O2 app and my bank. I was assured the payment would be taken between 9th and 14th of this month but it has not. I am now getting constant emails and texts saying I am in arrears and my service is limited and now threatening to fine me for a missed payment which is their fault totally and reporting me to Credit Reference Agencies. What makes the situation worse is now I cannot speak to anyone at all as the automated service keeps kicking in and I cannot even get through to their Payment Management team to try and sort this out! I have even tried to complain by submitting a form but even this route does not work as it "cannot be processed" for some reason. This is O2's fault and it is me the customer trying to resolve the situation.
9 July 2026
Unprompted review
Reply from O2
Hi Glenn, thank you for taking the time to share your feedback and for being a valued customer for the past 17 years. We're very sorry to hear about the difficulties you've experienced with your direct debit payment and the frustration this situation has caused.
We understand how concerning it must be to receive notifications about missed payments, service restrictions, and potential credit reporting when you've taken steps to ensure your direct debit is active and have been trying to resolve the issue. We also appreciate how disappointing it is when you're unable to reach the right team or submit a complaint successfully. We sincerely apologise for the inconvenience and appreciate you bringing this to our attention. Feedback such as yours is important as it helps us identify areas where we need to improve our processes and customer support experience.
So we can put things right, 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/4heJcn6
Facebook: https://bit.ly/4hex0mm
Reply from O2
Hi Asaad, thank you for taking the time to leave us a kind review and we're pleased Soun was able to help arrange an e-sim for you. If you need our help with 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/3T2F8fM
Facebook: https://bit.ly/4vrg4wp
It was great because Sara who helped me…
It was great because Sara who helped me by spending time and a lot of patience solved my Sim problem with a smile and an understanding of an old man and his techie issues.
14 July 2026
Unprompted review
Reply from O2
Hi Crocmundy, thank you for taking the time to leave such a kind review. We're delighted to hear that Sara was able to resolve your SIM issue and provide the support you needed. We know that technology can sometimes be challenging, and it's great to hear that Sara's patience, understanding, and friendly approach made the experience a positive one for you.
If you need our help with 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/4vAJCrE
Facebook: https://bit.ly/3TCcGBu
Got a reply from O2 this morning after…
Got a reply from O2 this morning after i left my review. I was asked to contact Customer service for further assistance. I called and spent 2 hours on the phone. NO HELP AT ALL. Wasted time and effort. I guess the reply was just to make it look like they actually do help Customers. What a waste of time. I mean i have emailed the CEOs office with NO help at all. I just thought maybe this time i would actually get some help. I got some help to actually take this to Consumer service and BBC watchdog. I think O2 have made me look like a fool for so long. Am just fed up at this point. No one from O2 will actually take ownership and call to resolve issues. I just wonder how many customers get frustrated and give up on complaints.
. Customer service department NO help
. Complaints department NO help
. Escalations department NO help
. Resolutions department NO help
. CEOs NO help
14 July 2026
Unprompted review
Reply from O2
Hi Jodash, thank you for taking the time to share your feedback with us and we're sorry to hear that you've been left feeling frustrated and disappointed by your experience.
We understand how upsetting it can be when you've spent significant time trying to resolve an issue, particularly after contacting multiple departments and not receiving the outcome or support you were expecting. We also appreciate how frustrating it must have been to spend a considerable amount of time on the phone without seeing any progress.
We value all customer feedback, especially when it highlights areas where we can improve and regret that your experience has not reflected the level of service we aim to provide. So we can put things right, 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/4vpk68t
Facebook: https://bit.ly/3RExw2C
SIM terminated immediately and huge cancellation fees
I had a Virgin Media hub +O2 SIM deal, but when I cancelled the VM contract when it ended, I had to request an end to the O2 contract, which was really complicated as I talked to customer service for ages. They said I could leave but they terminated my SIM 3 weeks early and hit me with a crazy cancellation fee. This meant It was much harder to get a PAC code to keep my number. To this day I still have not been able to get it.
10 June 2026
Unprompted review
Reply from O2
Hi Joe, we're sorry to hear about the difficulties you've experienced following the cancellation of your Virgin Media package and the difficulties cancelling your O2 contract. We understand how frustrating it must have been to spend a significant amount of time speaking with customer service, only to then find that your SIM had been disconnected earlier than expected. We also appreciate your concerns regarding the cancellation charges and the challenges you've faced trying to obtain a PAC code and keep your existing number.
This is clearly not the experience you were expecting, and we're sorry for the inconvenience and frustration this situation has caused. So we can put things right and make sure you get your PAC code to keep your number, 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/4aTGjEo
Facebook: https://bit.ly/4f232k6
Dean was an incredible salesperson
Dean was an incredible salesperson. He built me a custom package that solved my issues and answered my needs.
14 July 2026
Unprompted review
Reply from O2
Hi Mathieu and thank you for taking the time to leave us a review and we're pleased Dean was able to help build a custom package that you're happy with. If you need our help with 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/3ThYCwY
Facebook: https://bit.ly/4ylWxjF
It’s great experience with SOUN she’s…
It’s great experience with SOUN she’s approachable
14 July 2026
Unprompted review
Reply from O2
Hi Lynne and thank you for taking the time to leave us a review. We're pleased Soun was able to help you with your query and we'll be sure to let them know. If you need our help with 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/4gFUKzB
Facebook: https://bit.ly/4fjaNAY
Thank you soun excellant service
Thank you soun excellant service, explained everything very nicley
14 July 2026
Unprompted review
Reply from O2
Hi Luz and thank you for taking the time to leave us a review and we're pleased things were explained clearly relating to your query. If you need our help with 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/4heEeGY
Facebook: https://bit.ly/44uVBfe
ABSOLUTELY ABHORRENT
ABSOLUTELY ABHORRENT. I WANT A 1 MONTH CONTRACT AND THEY WANT EVERY PIECE OF PERSONAL DETAIL. I AM NOT PROVIDING THIS TO ANYONE!
14 July 2026
Unprompted review
Reply from O2
Hi Nicola, thank you for taking the time to share your feedback and we're sorry to hear that you were unhappy with your experience. We understand that being asked for personal information can feel frustrating, particularly when you're looking for a simple, short-term contract. However, certain details are required as part of the account setup and verification process to help protect customers and comply with industry requirements.
If you'd like to discuss your experience further, please get in touch with our customer service team, who will be happy to help using the following methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4heHqSY
Facebook: https://bit.ly/450vhtA
Jasmone was very helpful
Jasmine was very helpful, positive experience and my bill issue is resolved
14 July 2026
Unprompted review
Reply from O2
Hi Bernard and thank you for taking the time to leave us a review and we're pleased Jasmone was able to help sort out your billing issue. If you need our help with 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/4gAJBA9
Facebook: https://bit.ly/4fc1ouZ
Very quick and efficient service from…
Very quick and efficient service from Lamia. I needed to move my number across and Lamia went through the process and explained everything clearly
14 July 2026
Unprompted review
Reply from O2
Hi Brijendra and thank you for taking the time to leave us a review. We're pleased Lamia was able to help with moving your number across and explaining the process to set expectations. If you need our help with 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/44uFTko
Facebook: https://bit.ly/4vrP2VT
Serena was very helpful with my payment
14 July 2026
Unprompted review
Reply from O2
Hi Edward and thank you for taking the time to leave us a review and we're pleased Serena was able to help sort out your payment. If you need our help with 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/3T1qw0e
Facebook: https://bit.ly/4ffoT6B
Worst customer service just got worse
Worst customer service just got worse. From awful to insulting. Tried to obtain 2 contracts on the USwitch platform and from Moneysupermarket.com and on each was redirected to telephone O2 which I did - after many hours on the telephone over the period of a week they finally admit they cant complete the order as it does not allow it on their systems. It was a barrage of selling redirections to different departments and the usual virgin media run-around. You would have thought their recent £28M fine would have helped, but no. going elsewhere after many years
14 July 2026
Unprompted review
Reply from O2
Hello Michael, we're sorry to hear your experience has been disappointing. This isn't what we would expect and we're saddened the order didn't accept. We can take a look into this for you. If you contact us on one of our channels we can discuss this with you.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4fC2P7i
Facebook: https://bit.ly/4ynfJ0i
Abde was fabulous and very efficient at…
Abde was fabulous and very efficient at sorting g out my contract - thank you
14 July 2026
Unprompted review
Reply from O2
Hi Christine and thank you for taking the time to leave us a review. We're pleased Abde was able to help sort out your contract and we'll be sure to let them know. If you need our help with 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/4vurmjq
Facebook: https://bit.ly/4vACs6K
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