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
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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
2.4
Poor
24K reviews
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Soun and sudar
Soun and sudar
Were amazing very carm and helpful brilliant service
19 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Kate. We're delighted to hear that Soun and Sudar provided such a calm, helpful, and brilliant service. We'll be sure to pass on your kind words to them, and we're sure they'll appreciate knowing they made such a positive difference to your experience. Thank you for taking the time to share your review. 😊
Matt was brilliant and really helped me…
Matt was brilliant and really helped me with my issue
19 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Steph and delighted to hear that Matt was able to help resolve your issue and provide such brilliant service. Thank you for taking the time to share your experience with us!
Everything was okay.
19 July 2026
Unprompted review
Reply from O2
Thanks for the review William and pleased everything was okay. Thanks for choosing O2.
Massive thanks to Julian whos fast
Massive thanks to Julian whos fast, proffesional and efficent help was really appreciated this morning. Hes a credit to your company.
19 July 2026
Unprompted review
Reply from O2
Thank you for your lovely review Sally and we're pleased to hear that Julian's fast and professional assistance made such a positive difference to your morning. We'll make sure Julian receives your feedback and thanks for taking the time to let us know.
Hopeless data signal
Hopeless data signal in lots of locations. Often have a 5G or 4G+ signal, but no connection to the Internet. Happens lots of places, city centres, outdoor events, airports, beach, countryside
18 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Andy. We're sorry to hear that you've experienced difficulties with your mobile data service despite showing a 4G or 5G signal. We understand how frustrating it can be to have limited or no internet connectivity, particularly when travelling, attending events, or relying on your service in busy areas.
Mobile network performance can sometimes be affected by factors such as network congestion, local coverage conditions, and the number of users connected to a mast at the same time. We’d like to look into the signal issue with you but can’t on this platform, 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/4werll5
Facebook: https://bit.ly/4wfRobA
Atrocious customer service
O2 & VM are not autistic-friendly
Forced into taking an O2 SIM as part of a Virgin Media package 3 years ago. Since coming out of contract the price has doubled from £5 to nearly £10. My VM contract was renewed without the O2 SIM, and I've spent the past several months trying to get an answer from O2 or VM about whether I even need this SIM anymore.
Bounced from VM to O2, receiving unwanted phone calls, repeatedly given conflicting information — and to top it all off, it turns out I never even received the 4GB of data I was supposed to have all these years, meaning I've paid around £200 over the years for a service I only ever half received.
I want to cut all ties with this company and am trying to get things resolved with their complaints department, but I just keep getting confusing and contradictory answers. It really seems the system is designed to confuse and belittle people into carrying on paying for things they don't need. Absolutely fed up with this atrocious customer service and can't wait to have nothing more to do with them.
It seems the only way I'll ever get a straight answer is by raising a complaint with CISAS, the independent adjudicator — which I'll be doing shortly, as after 5+ email exchanges with their complaints team I am still no closer to getting a single one of the answers I've asked for. Just regurgitated misinformation every time.
18 July 2026
Unprompted review
Albright was very respectful
Albright was very respectful, efficient, and resolved my issue immediately. Excellent service throughout.
18 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Tanya. We're pleased to hear that Albright provided respectful and efficient support and was able to resolve your issue straight away. It's great to know you received excellent service throughout your experience and we'll be sure to pass your kind comments on to make their day. Thank you for taking the time to leave a review.
My experience was brilliant with Amina…
My experience was brilliant with Amina she directed me in the right direction after I had my phone stolen from me, she showed a lot of understanding and patience. I am very grateful. She has sorted out a lot of my problems
18 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Sivakamy and we're delighted to hear that Amina was able to support you during what must have been a very stressful situation after your phone was stolen. It's wonderful to know that her understanding, patience, and guidance helped point you in the right direction and resolve a number of your concerns. We'll be sure to pass your kind comments on to Amina. Thank you for taking the time to share your experience.
What's going on
What's going on? Every month signal is getting worse. Everywhere I go in Reading there are patches without signal.
18 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Tomasz. We're sorry to hear that you've experienced issues with signal coverage and understand how frustrating this can be when you're trying to stay connected. We appreciate you taking the time to share your experience, as customer feedback helps us identify areas where improvements may be needed. We'd like to help but can't on this platform, 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/4aVRL2s
Facebook: https://bit.ly/3R32LV3
Amira k
Amira k. Was so helpful and patient with us. She helped resolved our issue. Thank you Amira K.
18 July 2026
Unprompted review
Reply from O2
Hi Sahida and thank you for your feedback. We're pleased to hear that Amira K was able to help resolve your issue and that you found her patient, helpful, and supportive throughout. Providing excellent customer service is something we take great pride in, and it's wonderful to know Amira made a positive difference to your experience. We'll be sure to pass your kind comments on to her. Thank you for taking the time to leave a review.
The call centre made a mistake but the…
The call centre made a mistake but the manager sorted it in the shop so quickly and professionally. This is the Leeds Trinity shop. It was PK. He needs a pay rise.
18 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Helen. While we're sorry to hear there was an issue initially but we're pleased that PK was able to resolve it quickly and professionally in our Leeds Trinity O2 store. It's great to know that his support helped turn the experience around and left such a positive impression. We'll be sure to pass your kind comments on to PK. Thank you for taking the time to share your experience.
Reply from O2
Hi Gwen and sorry you cannot find your O2 bill. Please get in touch using one of the following contact methods so we can help find your bill and any queries you may have:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4fF46ut
Facebook: https://bit.ly/4pymjxk
I am really happy with my experience in…
I am really happy with my experience in o2 trinity, pk was reallly helpful and kind. I highly recommend this store.
18 July 2026
Unprompted review
Reply from O2
Hi Stephen and thanks for your feedback. We're delighted to hear that you had such a positive experience at our O2 Trinity store in Leeds. It's great to know that PK was helpful, kind, and provided the support you needed. We really appreciate your recommendation and will be sure to pass your kind comments on to PK. Thank you for taking the time to leave a review.
Albright was really real helpful he
Albright was really real helpful he went above and beyond to explain and sort my issues out with so much professionalism and politeness. He’s a solid credit to O2Store
18 July 2026
Unprompted review
Reply from O2
Thank you for your lovely feedback John. We're delighted to hear that Albright was able to help resolve your issues and took the time to explain everything clearly. It's great to know that his professionalism, politeness, and dedication made such a positive impression. We'll be sure to pass your kind comments on to him. Thank you for taking the time to share your experience, and we're pleased that Albright's support reflected the high standards we aim to provide.
Reply from O2
Hello and thank you for your feedback. We're pleased to hear that you received great service from Soun and thank you for taking the time to leave a review.
It’s so torturously bad
It’s so torturously bad. It’s been like this for almost 2 years now. Their website was made by a 5 year old playing play dough at the time of website formation. So horrendous! The app doesn’t work most of the time and gives the same error code. When I go to top up in emergency situations, it lets me down and doesn’t work! Pathetic when they’ve got the money to easily fix these issues but don’t fix it. They don’t deserve our money!!!
18 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your feedback. We're sorry to hear that you've experienced ongoing difficulties with our website and app, and we understand how frustrating this must be, particularly when you're trying to top up in urgent situations and the service isn't working as expected.
We’d like to help but can’t on this platform, 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/4vEJyHh
Facebook: https://bit.ly/457TtdA
We came into the 02 shop in liverpool
We came into the 02 shop in liverpool, having had changes on my phone from Sony that we didn’t make, after long calls to O2 & Sony, we came into to store at Liverpool & spoke with Alejo who helped us with our problems.
Honestly, he was lovely, really helpful, and within half an hour had resolved the problem, had the charges take off the account , and even fixed the emails on my phone!
Lovely guy, thanks for all your help 🌟 🌟 🌟 🌟 🌟
18 July 2026
Unprompted review
Reply from O2
Hi Lola, thank you for taking the time to share your experience. We're delighted to hear that Alejo was able to help resolve the issues you were facing and provide the support you needed. It's great to know he was able to sort out the account charges, fix your email issues, and get everything resolved so efficiently. We'll be sure to pass your kind comments on to him. Thank you again for your lovely feedback, and we're pleased you had such a positive experience in our Liverpool store.
If I could rate it 0 stars I would for…
If I could rate it 0 stars I would for the Complaints Dept! My device plan was added twice to my bill, I asked for one to be removed. A simple request which did not happen even although they said it would. Every time I have phoned to get my money back I get a different story everytime from the Complaints! Terrible service
3 July 2026
Unprompted review
Reply from O2
Thank you for taking the time to share your feedback Sooz and we're sorry to hear about the difficulties you've experienced getting this issue resolved. We understand how frustrating it must have been to be charged twice for your device plan and then receive inconsistent information when trying to arrange a refund.
This is not the standard of service we aim to provide and we’d like to look into it for 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/4faZyfi
Facebook: https://bit.ly/4vB9bbW
Soun was very polite helpful and solved…
Soun was very polite helpful and solved our issue today very kind of her
18 July 2026
Unprompted review
Reply from O2
Thanks for your feedback Zainab. We're pleased to hear that Soun was able to resolve your issue and that you found her polite, helpful, and kind throughout your visit. Providing excellent customer service is our priority, and it's great to know Soun made such a positive impression. We'll be sure to pass your kind comments on to her. Thank you for taking the time to leave a review.
Great experience
Great experience. Albright was really helpful and sorted out all our difficulties with knowledge and patience. Thank you !
18 July 2026
Unprompted review
Reply from O2
Hi and thank you for your feedback. We're delighted to hear that you had a great experience and that Albright was able to help resolve all your difficulties with such knowledge, patience, and professionalism. It's wonderful to know that his support made a positive difference to your visit. We'll be sure to pass your kind comments on to him. Thank you for taking the time to leave a review.
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