I've faced multiple issues since switching to O2. The signal drops frequently, especially in my area, which is frustrating. Moreover, customer support is slow to respond, making it more difficult to r... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Horrible horrible company. I have serious medical issues, O2’s service does not work at my property yet they will not let me leave. I am unable to have important and urgent conversations at my own ho... See more
Company replied
Follow on from my last review about 02 complaint. I have now received 4 phone calls from 02. I answer phone call but they do not speak and the last one talked over me as if it was an voicemail and p... See more
Company replied
Worst customer service ever!!! If I could leave no stars I would. A month and a half I have been waiting for you to reconnect a phone number that you allowed hackers to port out and it’s me doing a... 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
2.5
Poor
24K reviews
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Fantastic Service
Fantastic Service - Quick, Efficient and Reliable!
Saara knows how to get things done and is extremely proficient. Thank you
27 July 2026
Unprompted review
Reply from O2
Hi Mohammed, thank you for taking the time to leave such a fantastic review.
We're really glad to hear that you received quick, efficient, and reliable service from Saara. We'll be sure to share your kind feedback with Saara, who will be pleased to hear that their professionalism and expertise made such a positive impression.
If you do 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/4fXg172
Facebook: https://bit.ly/4gVHhnv
Rolling plan randomly cancelled in the middle of the night.
My rolling plan, which I had been on for 2 years, was randomly cancelled last week. They sent me a text message at 3am, waking me up, to tell me that my rolling plan had been cancelled and a refund was on its way. I called the helpline and they assured me nothing was wrong and this message must have been a "glitch in the system". The follow day I received a refund on my bank account and when I checked the MyO2 page, it said my rolling plan was successfully cancelled, something I did not do. I then called the helpline again and was met with a lady who told me I had cancelled my rolling plan myself according to their system. I informed her that I did not, but she kept insisting. I asked if I could have my roll over data back if I started a new rolling plan and she said I couldn't. Decided to look for a new provider where I just spent 9 pounds for 30GB of data and unlimited texts and minutes, as opposed to 10 pounds for 10GB.
Long story short, horrible customer service. Was told I was wrong and I must have done something wrong when I have never missed a bill or as much as interacted with my rolling plan in 2 years. Found a new provider with more competitive prices and good customer care.
22 July 2026
Unprompted review
Reply from O2
Hi Ana, thank you for taking the time to share your review.
We're sorry to hear about your experience and understand how frustrating it must have been to have your rolling plan unexpectedly cancelled. We're sorry you weren't then able to get the help you needed to get this resolved.
If you do need any help with this, 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/4pHrUkF
Facebook: https://bit.ly/4yJEgwX
Great service from Soun
Great service from Soun. Helped me with everything I needed. A+
27 July 2026
Unprompted review
Reply from O2
Hi Cuan music, thank you for taking the time to leave such a positive review.
We're really glad to hear that Soun provided great service and was able to help with everything you needed. Delivering helpful and efficient support is what we strive for, so it's wonderful to know you had such a positive experience. We'll be sure to pass your kind feedback on to Soun.
If you do 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/4htHqi8
Facebook: https://bit.ly/3RzGVII
Konrad was a great help moving us over…
Konrad was a great help moving us over from EE's broadband, he set up our app and free netflix and sorted out the switch without having to speak to EE, very professional and super helpful!
27 July 2026
Unprompted review
Reply from O2
Hi Renata, thank you for taking the time to leave us a lovely review.
We're really pleased to hear that Konrad provided such excellent support when switching your services from EE. It's great to know that he was able to make the process smooth and hassle-free, helping you set up the app, activate your Netflix benefit, and manage the switch without any difficulties.
We'll be sure to pass your kind feedback on to Konrad.
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/3TD5PI8
Facebook: https://bit.ly/44QNzxu
my wife and me went to o2 staines on…
my wife and me went to o2 staines on Saturday 25 July at about 11,30 shop was empty of customers so one lady tried to help us (1) can not cancel 2 direct debits ? we have several direct debits with them these where old contracts, (2) can we buy a new phone and sell my old one to you and data transfer all info from one phone to another no cant do that, so we aske the lady we came a long way can we speak to the manger no there in a meeting basically they where in the back room doing nothing, we asked the girl to go into the room again then all staff cane out, Sinead then said we can not help you as we are very busy ?? by now we been in the shop 15 minutes no customers at all we laughed me and my wife, come back next week ?, basically they where all lazy did not wont to do any work same pay why work, out of 10 -0 complete waste of time, o2 Staines useless
25 July 2026
Unprompted review
Reply from O2
Hi Michael, thank you for taking the time to leave us a review.
We're very sorry to hear about your experience at our Staines store and that both you and your wife left feeling frustrated and unsupported. We appreciate how disappointing it must have been to visit the store seeking help, only to leave without a resolution.
We would like to offer help with this. 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/4vWd4bR
Facebook: https://bit.ly/4vPZINY
No app available
No app available. No customer service available. All you get is a useless AI bot that is more trouble than it’s worth. App hasn’t worked for years now. Can’t get the simple things working
27 July 2026
Unprompted review
Reply from O2
Hi Kieran,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with your experience. We understand how frustrating it can be when you're unable to access the app and feel that you can't get the support you need when trying to manage your account.
We're particularly disappointed to hear your feedback regarding the My O2 app and the support options available. We appreciate that customers want quick and straightforward ways to access their accounts and resolve issues, and we're sorry that this hasn't been your experience.
If you'd like us to look into your concerns further, please get in touch using one of the methods below:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4vRJSCu
📘 Facebook: https://bit.ly/4vY3KnM
Thank you for your feedback.
I don’t think o2 customers services are…
I don’t think o2 customers services are any good on my o2 app it as got wrong date on my account I complained in march and they have done nothing yet
28 March 2026
Unprompted review
Reply from O2
Hi Derek,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with the support you've received regarding your account details. We understand how frustrating it must be to report an issue with the information shown on your My O2 account and still see it unresolved several months later.
We appreciate your feedback and are disappointed to hear that this matter remains ongoing.
As we're unable to access account-specific details through Trustpilot, please get in touch using one of the methods below so we can review your concerns further:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4fCsewq
📘 Facebook: https://bit.ly/45rzg2w
Its good to roam
So good to be able to 'roam' while abroad. Thank you O2
26 July 2026
Unprompted review
Reply from O2
Hi George,
Thank you for taking the time to leave a review.
We're delighted to hear that you're enjoying the benefits of roaming with O2. We know how important it is to stay connected while travelling, so it's wonderful to know that being able to use your phone abroad has made your trips easier and more enjoyable.
Providing a simple and hassle-free roaming experience is exactly what we strive for, and we're pleased that this has been reflected in your experience.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/3TZ3ibi
📘 Facebook: https://bit.ly/4fIU4Yb
Thank you for choosing O2.
I took out a contract with O2 on 20th…
I took out a contract with O2 on 20th July 2026. At no point during sign-up did they disclose the future mid-contract price rise details, which is a direct breach of Ofcom’s upfront pricing rules.Now, they are trying to cheat me out of my legal rights. I am well within my 14-day statutory cooling-off period, but O2 is trying to claim that getting a PAC code alters or shortens my full 14 days of protection. By UK law, requesting or using a PAC code does not erase your statutory right to cancel a contract for free within the first two weeks.With this company's abysmal credibility, O2 seems to think the regulations simply don't apply to them. It is no wonder Ofcom just hit Virgin Media O2 with a record £28 million fine this month for deceptive cancellation practices. They are still actively trying to twist the rules to trap customers. Good riddance to this network early on into the contract. Avoid them at all costs.
The coverage with o2 is very limited, wont use this provider in the future.....
25 July 2026
Unprompted review
Reply from O2
Hi Luke,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with your experience since joining O2. We understand your frustration regarding both the coverage you've experienced and your concerns about the information provided during the sign-up process.
We appreciate that you've taken the time to raise these concerns and are disappointed to hear that this has affected your confidence in O2 so early into your contract.
If you're considering leaving O2, information on the available options, including cancelling your contract and transferring your number to another provider, can be found here:
🔗 https://bit.ly/4pJNhlD
As we're unable to review account-specific details or discuss the circumstances surrounding your agreement via Trustpilot, we'd encourage you to contact us directly if you'd like your concerns reviewed further:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4fyvN6V
📘 Facebook: https://bit.ly/4pSCVzR
Had such a lovely experience
Had such a lovely experience. Wasima was really helpful with solving my issues quickly and would definitely recommend.
26 July 2026
Unprompted review
Reply from O2
Hi Khadijah, thanks for taking the time to leave a review.
We're glad that you had such a lovely experience with Wasima, and that they were able to help get your issues resolved quickly. We'll make sure your kind words are passed along to them.
If you do 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/4gVBaQ3
Facebook: https://bit.ly/4gVBcaD
If I could give them 0 stars I would
If I could give them 0 stars I would. The worst customer service I have ever received. Don’t know where the call centre is based but they seem to be all over the place with the right hand not knowing what the left is doing. They have not heard of the likes of Step Change debt charity, there are no notes kept on individual circumstances or information given and the complete lack of customer welfare is SHOCKING. They just seem to be on minimum wage and don’t have a clue what is going on at all. I’ve had one good experience with one English agent called Kelly but that is it. I cannot wait until my contract ends and I will be leaving them. It’s the most frustrating experience being passed from pillar to post, repeating security information and being given totally inaccurate phone numbers and emails. Avoid avoid avoid.
26 July 2026
Unprompted review
Reply from O2
Hi Sarah, thank you for taking the time to share your review.
We're very sorry to hear about your experience and appreciate how upsetting and frustrating it has been.
Its disappointing to hear that you were provided with inaccurate contact details and that you felt passed from one team to another without a clear resolution. This is not the experience we want our customers to have.
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/4bgoH5X
Facebook: https://bit.ly/45uYVY0
Service in store was very good
26 July 2026
Unprompted review
Reply from O2
Hi Khalif, thanks for taking the time to leave a review.
We're really glad to hear that you received good service during your visit to our store. Providing helpful and efficient support is what we strive for, so it's wonderful to know you had a positive experience with us.
If you do 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/3TkVxMN
Facebook: https://bit.ly/4x0lpff
e
Soun is amazing
Soun is amazing, she answered all our questions and she's very accommodating .
26 July 2026
Unprompted review
Reply from O2
Hi Elvie, thank you for taking the time to leave us a review.
We're really pleased to hear that Soun provided such amazing service and took the time to answer all of your questions. It's great to know that you found Soun accommodating, helpful, and knowledgeable throughout your visit.
We'll be sure to pass your kind feedback on to Soun, who will be delighted to know that their efforts made such a positive difference.
If you do 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/4hAeo0h
Facebook: https://bit.ly/4gW0i9n
Really helpful staff
Really helpful staff. Friendly and efficient. Got served by Soun and Inder
26 July 2026
Unprompted review
Reply from O2
Hi Gabriel, thanks for taking the time to leave a review.
We're really glad to hear that you found our staff friendly, efficient, and helpful during your visit. It's especially wonderful to know that Soun and Inder provided excellent service and made your experience a positive one.
We'll be sure to pass your kind feedback on to both Soun and Inder, who will be pleased to hear that their support was appreciated.
If you do 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/4wZSCrd
Facebook: https://bit.ly/4wtCRZU
Jasmine solved my problem quickly and…
Jasmine solved my problem quickly and correctly
26 July 2026
Unprompted review
Reply from O2
Hi Ning You, thanks for leaving us a review.
We're glad to hear that Jasmine was able to resolve your problem quickly and correctly. We understand how important it is to receive efficient and accurate support, so it's wonderful to know that Jasmine provided the help you needed.
We'll be sure to pass your kind feedback on to Jasmine,
If you do need anything going forward, 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/4yJZ1Ze
Facebook: https://bit.ly/4pIscrK
My wife was abroad for 7 years and…
My wife was abroad for 7 years and didnt use her phone for the whole time , yet 02 took the £26 a month out every month. When she returned last month we stopped the account and raised a complaint for the money to returned. Was told we would get a call within 5 days - 3 weeks ago. Total scam, and the help desk is useless.
1 July 2026
Unprompted review
Reply from O2
Thank you for your feedback Maxx and sorry to hear that you're unhappy with your experience. We understand your frustration regarding the ongoing charges and the delay in receiving the callback that was promised. 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/4fk2PJe
Facebook: https://bit.ly/4pE5BfL
wasima was really helpful showing me…
wasima was really helpful showing me the offers available for the phones I had interest in thank you
26 July 2026
Unprompted review
Reply from O2
Hi Shaza, thanks for taking the time to leave us a review.
We're really pleased to hear that Wasima was able to help you explore the available phone offers and provide the information you needed. We'll be sure to pass your kind feedback on to Wasima.
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/4yJv2Rk
Facebook: https://bit.ly/3TkTY1n
Soun she's good
26 July 2026
Unprompted review
Reply from O2
Hi Emily and thank you for your review. We're delighted to hear that Soun provided you with a positive experience and thank you for taking the time to leave a review and share your experience with us.
O2 network abroad no roaming charges
O2 network abroad no roaming charges? It actually did not connect me once despite several efforts. Can’t be charged for that, that is sure. But daily got texts saying “ call network provider” …. How if you can’t connect. Absolute rubbish service can’t wait to leave once contract is over.
26 July 2026
Unprompted review
Reply from O2
Hi Dave and thank you for taking the time to share your feedback. We're sorry to hear that your experience while travelling abroad did not meet your expectations. While roaming services are designed to connect automatically to available partner networks, there can occasionally be issues that prevent a successful connection. We'd like the opportunity to review your roaming settings with you to make sure you're all set for when you next go abroad. 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/4fDXxXO
Facebook: https://bit.ly/4hzjFFp
Really helpful and clear explanation. Great staff
Really helpful and clear explanation.
26 July 2026
Unprompted review
Reply from O2
Hi Romie and thank you for your review. We're pleased to hear that you found the service helpful and that our team provided a clear explanation throughout and thank you for taking the time to share your comments with us.
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