O236 reviews
This score is based on 36 genuine reviews submitted via BritainReviews since 2017.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Moving-day revelation
I was halfway through packing boxes when it hit me — I still had to sort the mobile. I'd warned them weeks earlier that I was moving abroad. Repeatedly. To no avail. Calls, waits, transfers. Short sentences. A woman once told me the "only way" to cancel my UK number was to fly back and visit a shop. I laughed out loud, then called back because I honestly thought she was joking. Turns out she wasn't. It became almost funny. Almost. I needed it sorted for work and to avoid roaming chaos and extra bills. The day I finally heard the word "cancelled" was the day I stopped grinding my teeth. That was the moment I knew I was satisfied. Not because they were brilliant, but because it was over and I could sign up with someone who actually thinks — basic common sense, apparently a rare breed. Small victory. I now have a new provider with sensible staff. If you like drama and patience-testing, this might be your sort of company. Otherwise, be ready to ring until you get lucky.
Digital maze, helpful human
I first spotted how flaky the whole setup was when a mate tipped me to switch networks — thought it’d be straightforward, but no. The online process kept throwing me round in circles (old number stuck to my email, which I’d tried to sort ages ago), and every time I tried to log in I got bounced off pages that said “not available”. I rang a few times; some agents were polite but didn’t actually fix the root problem, which was frustrating. Delivery of my new SIM was slow-ish and the tracking updates were vague, so I kept wondering if it had been sent at all. To be fair, one customer adviser did go out of their way later on and actually sorted an exception for me — that was a pleasant surprise and saved me a lot of hassle. Still, the digital side feels underinvested (you’d expect the website to at least let you leave feedback without logging in). I keep meaning to recommend them to colleagues because the plans are decent, but until the login/delivery communications improve I’ll be cautious about tipping others.
Still chasing me from abroad
hold on, I cancelled this months ago. I did, in fact — after a long, drawn-out phone call to their “Customer Services” team (fancy name) who confirmed cancellation and no fees, manager and all that. Six weeks later, having emigrated, I find they’re still trying to pull direct debits and sending increasingly threatening letters and emails about ruining my credit. Proper physical letters even turned up at my old place after I’d left — strange delivery timing. I’ve fired off a dozen emails, put in complaints via Resolver and the Ombudsman, and got... nothing. No proper replies. I even spent an hour on the phone from overseas (hello huge phone bill) and the best they could do was cut me off after 48 minutes with no apology — just silence. Now I’m supposed to ring the Payments Management Team again to check if my credit’s been hit. Why am I the one doing all the running? Other companies have mucked up before but at least they answer; this felt like being stonewalled. Annoyed, tired, and I’ll be chasing this through the Ombudsman until it’s sorted — not for drama, just because it’s dodgy service.
Left hanging, again
long pauses, frequent drops and no reliable speed to stream or work from home. My first evening with it was spent calling support, being shuffled around and repeating the same details over and over while the router blinked away in the corner. At times the line was cut the moment I used English; other times I was promised a visit that never happened and my ticket was quietly closed. Using the service feels like you’re always waiting for someone to turn it on properly — you can’t get a stable video call, pages time out, and that’s annoying when you’re trying to get things done. I’m not dramatic about tech, but this has been a drain: wasted evenings, missed appointments and constant transfers between teams. Small things would have made a big difference — clear English support, an actual arrival window, and a technician who stays on the job.
Long runaround, decent handset
I ended up sticking with O2 because a mate said their insurance was worth it, so when my S21 Ultra died they sent an S23 and for a moment I thought job done. That bit actually worked — the replacement phone is fine, battery, screen, all that. Trouble is everything around it has been a mess. Since July 2023 I've been chasing an account update that was meant to happen with the swap, and despite promises it's still not reflected now that I need to claim in January 2025. I reckon I've spent well over 400 hours on calls — yes, really — being shuffled from one agent to another, promises of call‑backs that never come, complaints opened and then closed with nothing done. It's the follow‑through that's awful. I saw the whole process on their site and thought it was straightforward, and my mate had vouched for them, so I was surprised. I'm relieved the phone itself works and grateful I wasn't left without a device, but I'm not happy about paying for insurance I can't use and the constant dead ends. Pretty dry, slow service, no real escalation. Would I recommend them? Only if you don't need to rely on their support.
The letter on the doormat
they opened something, closed it, and I’m stuck listening to someone reading call notes back to me. Halfway through I asked if they were going to help or just have a nosy read-through; the bloke admitted he couldn’t help and shuffled me to someone else who also couldn’t help because “there’s no fraud team number” — which felt like passing the parcel.
The bit that actually made me breathe out? After pestering them and waiting for the promised letter, finally getting a clear, official outcome saying the case was closed and that I wasn’t liable. That was the moment — I remember sitting down with a cup of tea, a bit relieved, and telling my sister who’d been nagging me to stay on it. It wasn’t smooth, there were unnecessary scuffles and a threatening debt notice at one point which made me want to tear my hair out, but in the end the result was right. I’m still annoyed at how unhelpful staff were, and I wouldn’t recommend their customer service, but I’m glad it got sorted in the end.Mixed win — sorted but costly and messy
I'm relieved the outstanding amount got paid and the account closed, but the whole thing was handled terribly and left a mark on my credit. I only had that old SIM because years ago I added it as a cheap extra line to get a better deal on my broadband — basically a throwaway SIM I never used (I told them I didn’t need it back then, they said it was fine). Fast forward to the takeover from Virgin Mobile to O2 and suddenly there’s a reminder in the post for an amount I’d never been billed for (it had been £0.00 on DD for ages). I rang O2, sceptical from the start — they told me they’d taken over the line and I now owed them the sum. I asked for it to be cancelled, explained again I wasn’t using the SIM (I’ve had my main mobile with O2 for years anyway), and asked for a final bill so I could pay immediately. They told me no, wait for the final bill in the post. So I waited. No final bill arrived — instead I got a letter from a debt collection agency saying the amount had defaulted. I called straight away and paid the full balance as soon as I saw that letter. That’s the “sorted” part. But then I was told this default would sit on my credit file for six years. That’s the nasty part, and it’s put me in a risky spot while I’m dealing with personal stuff. Also, on several calls some agents actually hung up on me — felt unprofessional and a bit personal, to be honest. So yes, mixed feelings: I’m glad I was able to clear the debt quickly and close it down, and I suppose communication did eventually happen — but the lack of proactive notice, the wrong advice about waiting for a post bill, the debt chase and the credit hit made the whole experience stressful. I wanted a straightforward fix and to avoid trouble; instead I got extra worry. If you’ve got any dormant lines with a provider, check them — don’t assume they’ll keep you informed.
Empty promises, full worry
this was handled terribly. I rely on my phone for work, catching up with the kids, and managing my bank stuff, so when three contracts suddenly appeared in my name it wasn't a small nuisance — it was a mess. The short version: scammers got hold of my details, set up contracts, and O2 has basically shuffled me along without actually doing the job. I keep thinking back to the calls — I explained the whole thing more times than I can remember, told them I was a fraud victim, gave dates, names, everything. Each time I was promised a callback within 48 hours. That callback never came. A month went by, and nada. Worse, my first complaint was closed for "lack of evidence" even though no one ever asked me for evidence. So they close it, I reopen it, and then… silence again. No updates, no proactive checks, no sympathy really (a little, maybe, on one call), and no real attempt to sort the three bogus contracts. It’s been stressful, time-consuming, and frankly feels like being ignored by a big company that should know better. I have reluctantly resorted to jotting down dates, holding music anecdotes and filing copies of everything — who knew that would become my new hobby. I want a proper investigation, a clear outcome, a formal apology and, yes, compensation for the inconvenience and stress. If that doesn’t happen soon I’ll have to involve the ombudsman and consumer protection — which I’d prefer not to, but I will. Bottom line: the situation itself is awful; the way it’s been handled is worse.
A bit of a rollercoaster, but some silver linings
being unable to receive calls while abroad was awful, and it’s the kind of simple thing you expect to work. I had to buy an EU virtual SIM just so I could call family, which worked surprisingly well (that was the unexpected positive — the virtual SIM did save the day temporarily). A couple of O2 shop staff were genuinely helpful face-to-face and one agent did try hard on the phone, so shout-out for that effort — they weren’t all useless. Where things fell apart was the follow-up and the paperwork: promises of callbacks never materialised, blanket emails ignored what I’d explained, and a complaint was marked as resolved when it clearly wasn’t (that was baffling). They even issued a bill I didn’t think was fair; I paid it under protest to protect my credit score, only to be escalated to debt collection despite telling them in advance. That was stressful and unnecessary. I don’t want to sound entirely negative — I’m pleased some staff were pleasant and the temporary SIM workaround was better than nothing — but the main issue (no service, repeated broken promises and sloppy complaint handling) overshadowed those positives. If you’re thinking of following a similar migration route, take a breath, ask loads of questions in-store and insist on written confirmations. Also, if you’re abroad, have a backup SIM ready. I’m still hopeful this gets fixed properly because I do like certain bits of the network and the people I met, but honestly they need to sort the follow-through and the billing chaos.
When a "simple" eSIM turns into a saga
could an entirely digital SIM be fiddly? I told myself it would save plastic, it would be easier, it was one less thing to lose. So I took the plunge and put the O2 SIM into the new phone. Prompted straight away to set up an O2 eSIM — seemed normal. I should've taken that as a warning.
iPhone purchase
My experience with the company has been a complete nightmare. I bought a new iPhone from them but quickly discovered I couldn't make calls or use data. When I reached out to customer service for help, they were unhelpful and didn't seem to care about fixing the problem quickly. It's been a month now and I still can't use my phone properly. This is completely unacceptable and I wouldn't advise anyone to use this company.
Account management
I've just had to deal with the account management team at this company, and I'm afraid I can't say I'm happy with the service I got. Before, the customer service was great - the reps knew their stuff and were quick. But this time, I felt like the staff didn't really know what they were doing and couldn't help me properly. It's a shame to see the quality of service go down, especially after the top-notch support I'd had before.
Transfer of mobile number
This company is a complete joke. I've tried four times to transfer a number to my daughter's account, and each time they've failed. Now we're stuck paying for two contracts because of their incompetence. It's absolutely unacceptable and a total waste of time. I'll be taking this matter to the dispute resolution agency and considering legal action if necessary.
Phone purchase with a new tariff
I had a really bad experience with this company. They overcharged me for my phone and when I asked about my tariff options, the customer service person lied to me several times. To top it off, they ended up disconnecting my number by mistake. Honestly, I would strongly advise avoiding this company at all costs.
Contract with a telecommunications company
I recently signed a contract with a telecommunications company and I have to say, it was a big mistake. The service they offered was really not up to scratch, with lots of disconnections and terrible customer support. I had to keep nagging them to sort out problems that should have been dealt with quickly. I would definitely recommend staying away from this company and not signing any contracts with them.
Mobile phone and data plan
I'm really not happy with the phone and data plan I recently bought from this company. They messed up my number so I couldn't get calls or texts for over 2 weeks, plus they gave my personal details to someone else. I've been complaining for 6 months now and they haven't done anything about it. It's so frustrating. I've even lost business because of them. I'm going to the ICO and the ombudsman to complain about their bad customer service and data breach. I've wasted so much time in their shops and on the phone trying to sort this out, it's just not on.
Mobile phone contract
I've been a loyal customer of this company for years, but recently I've noticed a big drop in the level of customer service. The staff can be rude, unhelpful, and seem pretty clueless. Sometimes calls to customer service get cut off and no one bothers to call back. It's pretty obvious that the service quality has got worse since the merger. A lot of my family and friends have switched from this company because of similar problems. I wouldn't recommend this company to anyone, the whole experience has been terrible. There are definitely better options out there that give you more bang for your buck.
Saving their property
I just wanted to do the right thing and help save someone's property, but they went ahead and shut down my account. Now I'm feeling really low and thoughts of suicide are creeping in. Definitely wouldn't advise anyone to use their services.
SIM-only upgrade
The customer service at this place is shocking. I've been a loyal customer for more than ten years and when I called to inquire about upgrading my SIM-only plan, I was informed that I couldn't avail of the promotions offered to new customers. What a joke! They only offered me 10GB for £10, whereas I managed to find a better deal of 50GB for the same price at a different provider. It's obvious that they prioritise attracting new customers over looking after the ones they already have.
Upgrade issues
I'm really annoyed with the lack of customer service help. No matter what time I've tried, I can't seem to reach anyone about my upgrade problems. The My Account feature has been a let-down too, not working properly at all and it's getting difficult for me to handle my account. If this keeps on, I might just cancel my upgrade completely.
About O2
Phones are such an integral part of modern everyday life that it’s hard to do without. So if you decide to get a (new) mobile phone or telecom subscription, you will want to choose wisely. Especially because subscriptions are mostly fixed for a year or two. O2 is one of the many providers that offer these devices and services. You can of course compare their prices with other companies, but that will tell you nothing about customer service, delivery, reception and more. But other customers can. Read their customer reviews with their experiences, opinions and more to find out if O2 is a company that you want to connect yourself with.
About O2
O2 is a leading British telecom communications company. They have more than 25 million customers and 450 shops. In their stores and on their website they offer 2G speed internet, 3G internet and 4G internet, but also Wi-Fi internet networks. They are also a sponsor of England Rugby. O2 offers telephone network subscriptions, internet connection and more on a pay monthly basis, pay as you go basis and a SIM only basis. But they also sell the mobile telephone devices itself. Their assortment of mobile phones and tablets includes well known brands like Apple iPhone, Samsung Galaxy, Sony, LG, Huawei Xperia, Microsoft, Blackberry and OnePlus.
Services of O2
They offer free UK delivery on all their products and devices. If you order Sunday to Thursday before 12 PM, you you’ll receive your package as soon as the next day. They also offer premium delivery. Your device not working the way it should , you will get free repair or exchange. And they have a 14 days change-of-mind policy. You can follow them on Twitter and Facebook and they have various apps that you can install on your Smartphone, like an app to give you speed details and other information about your internet network, one that you can use for cheap international calls, one to control the heating, lights or locks to your home while you are away, or one that helps you buy tickets up to 48 before they are released to the general public. The apps are created both for iOS and Android. If you have a question or problem, you can visit the O2 community. Chances are that other users will be able to help to answer your question or fix your problem. If you would rather talk to O2 directly, you can contact them via telephone. There are several teams that you can call to, each devoted to answer questions and solve problems about a specific service or topic.
Compliments, Complaints and Tips for O2.
Have you got any experience with O2? What do you think about this telecom company? What is their customer service like? What do you think of the reception during your calls? How do they handle complaints? Write a customer review to let them, us and others know your experience and opinion to help others to decide whether taking out a subscription or buying a device at O2 is a good choice or not.
What is the reception and internet connection that O2 offers like? Read customer reviews, experiences, opinions and complaints about this mobile phone company
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Contact Information
260 Bath Road
SL1 4DX Slough
United Kingdom
Categories O2
Telecom | Mobile and Telephone Reviews & Experiences
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Last update: December 2025
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Review with most votes
Apple IPhone XR
Brand new item which was great for 2 months. Stopped working for no apparent reason, failed to ever come back on, o2 refused to fix it under WARRANTY and wanted to charge up to ... Read onBy: GWATKIN