O2 Reviews

2.8 /5

Company Name: O2

Address: Correspondence Department, PO Box 202, Houghton Regis, LU6 9AG

Telephone: 0344 809 0202

Visit: www.o2.co.uk

O2 Reviews and Experiences

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Showing 1 - 12 of 12 reviews
Lydi-Marie
Lydi-Marie

1 month ago

Customer satisfaction
Customer service
Delivery

"Dreadful Company! Stay well clear!"

So I attempted to take an O2 contract out on 07/10/19 in the evening and I never thought I was about to go down a long road filled with lies, timewasting and just extremely poor and unacceptable customer service.

So starts the evening of 07/10 where I try to purchase a mobile phone contract online. The first hurdle I came across is that it was not accepting any of my cards, I used 2 debit cards and 2 credit cards, all with funds and they all declined. I then started an online chat to see if it was their issue, which it was and I was told to use a different browser to process this. I went to do this and the payment went through with the extra delivery charge for next day delivery. I received all the confirmation emails and it seemed like everything was fine. The advisor on the live chat said my order as been “referred” and asked me to call a premium rate number to sort this. He confirmed to me that once I call this number they will be able to deal with this referral straight away and get my order cleared. So I begrudgingly rang this premium rate number only to be told that I will receive a call back within 48 hours to go through my referral and there was nothing she could do right there and then? The call ended and I went back to the online chat and explained this to the advisor and also said that I have just paid an extra delivery cost for next day delivery and now it could take another 3 working days before it’ll appear, depending on when the “referral team” bother to ring me back? He explained that was all he could and I would get a refund on my delivery if the item was not delivered on the designated slot. So I ended the chat and just had to wait for this call.

The morning of 08/10, I received a call from a number that my phone flagged up as “fraudulent” and an advisor was on the phone saying they were from O2, they didn’t ask any security questions or any normal customer service chat (how are you, how is your day etc) which I thought was weird. He then asked “Has your order gone through” of which I replied, “Yes I have my confirmation email”. He replied with “Thanks, bye” and then hung up? I didn’t give out any bank details or anything but that was a really poor call, was that the referral call that I’ve been waiting for? Does that mean my phone will be dispatched and received today? Who knows?!

So as I had no idea on the status of my order, I rang O2 Customer Service and spoke to an advisor who said no you’re still waiting for a call from the referral team and this will be within 72 hours. So now the time has somehow increased by a further 24hours so I might not get my phone for another 4 working days, even though it’s meant to be here today! I left the call at that as I wasn’t prepared to argue at that point.

I checked my bank and I noticed that 3 payments of £28.99 (down payment and delivery fee) had been taken out of my account so again I am back on the phone to the O2 Customer Service team in the evening of 08/10. An advisor said that they will get that all refunded and two of the payments are just trial payments to make sure I have the funds in my account, well I bloody well don’t now that you’ve charge me triple what I should have paid! As I was on the phone, I thought I’d check my order status again. This time, I was told my order seemed fine and has actually been dispatched for delivery for tonight! I said I had no tracking information or anything to confirm this but she was adamant that my order was fine and my delivery will be between 6 pm and 10 pm on 08/10. I had a bit of hope at this point.

Around 7 pm on 08/10 I rang O2 Customer Service again as I wasn’t sure when my item was being delivered so was hoping for some tracking information. The guy on the phone turned around to me and said your item hasn’t been dispatched as it’s out of stock. Out of stock!?! Why let customers order items for next day delivery if it’s OUT OF STOCK!! I was put on hold for a while as he had obviously read the notes from my previous conversations and realised this order had been a mess from the get-go. When he came back, he then turned around and said that the item is now in stock and I can get it delivered by 09/10. He said that it was all fine and all he needed to do is call the warehouse first thing on 09/10 to let them know to have the delivery from 6 pm to 10 pm as that is what I originally wanted. So at this point, I finally thought it was all sorted…

Come the morning of 09/10, the advisor from last night rang me to say he is still in contact with the warehouse and will contact me within the hour. I did receive a call back from him within the hour however he told me my phone won’t be dispatched because it is in fact still out of stock… He said they’re not looking to get it back in stock for the next 7-10 working days.. Brilliant! He then says well I can go and collect it in-store, but it won’t be my local store, it’ll be 16 miles away so a 32-mile round trip then. He advised me all I needed was my order number that he supplied me and I can go and collect it and he will put it through as a click and collect order, but they don’t have the colour I want as it’s out of stock. At this point I didn’t care, I just wanted my item so off I went to the O2 store 16 miles away..

When I got there, I explained the situation to the advisor and he said he hadn’t received any click and collect order so they will need to set me up a whole new order and then cancel my other order. So we went through all my details again that I had already input online, he had to read me all the legal stuff that I had already read when I purchased online on 07/10.. After all that, he then took my bank details to sort out the contract and now I’ve been declined due to my credit. Most likely because I only just took a phone contract out 2 days ago. I would be suspicious too but the fact is it’s their bloody contract I took out! So he called O2 Customer Service but he didn’t seem to have any direct number so we were sat on hold for around 8 minutes, got through to someone and then got cut off. So the advisor rang again and this time we were on hold for nearly 20 minutes before getting through to someone. He spoke to an advisor on the phone about the situation and after discussing it with him, I was then advised there is nothing further they can do unless I buy the phone outright and have a sim only contract. As you can imagine, I was pretty fuming at this point as I was told by the guy this morning that it would be fine so I just walked out of the store.

So after driving another 16 miles back home, I am currently without a phone, out of pocket by £86.97 and I’ve wasted a good few hours of my time talking to these useless people, being lied to and then being told to drive to go pick up a phone that hasn’t actually been ordered for me.

I have put in a complaint but I’ve been advised this can take a week to deal with.. of course, it’s on their own time.

All in all, O2 are shocking and I will never use them again and I will tell everyone I know about this but god help anyone who has to go through the same situation that I have had to!

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Ben
Ben

5 months ago

Customer satisfaction
Customer service
Delivery

"A bit pricey for what it is"

I was a loyal O2 customer for about 5 years but they are expensive compared to Three so I switched. Will only go back if they lower their prices. Signal with O2 was always good but my Three signal is just as good at half the price.

Michael
Michael

9 months ago

Customer satisfaction
Customer service
Delivery

"Misleading"

The free upgrade offer is an outright scam. They only offer to buy back your phone for well under the 2nd hand market value so you can pay full price into a new contract. Completely misleading and should be looked at by the ASA. Avoid.

Ste
Ste

11 months ago

Customer satisfaction
Customer service
Delivery

"Generally Ok"

Service is generally ok and the signal has been reliable for the most part, staff quite helpful, but the recent data crash caused me serious problems and they aren't the cheapest network so expected better.

John
John

1 year ago

Customer satisfaction
Customer service
Delivery

"Good coverage at a fair price"

O2 aren't the cheapest but their prices are fair on iPhones which I recently took out with a new contract.

I've been with EE for years but couldn't stomach their greedy antics on the iPhone X and even their 4G can be patchy in London.

No problems with O2 so far who have been nothing but helpful 50gb of data, free calls, free texts beat that EE!

Thomas
Thomas

1 year ago

Customer satisfaction
Customer service
Delivery

"Poor communication"

O2's customer service and live chat is polite but it's like talking to a wall. Constant misinformation, every customer advisor has a different answer for the same problem. None of them get close to solving it, they try to charge you even when they reassured you that there will be no charges. Still trying to get my PAC

Don
Don

1 year ago

Customer satisfaction
Customer service
Delivery

"O2 SIM Only Deal"

Recently I purchased a sim card from o2. This sim deal gave me 18GB of 4G data, unlimited texts and unlimited calls all for £20 a month. This was ideal for me as I am a student and needed all those texts and data. The customer service on the website was fantastic and the setup of my sim card was easy thanks to the online tutorials. Overall I would rate my experience with o2 as 5 star and would highly recommend you go to them for a sim deal, especially if you are a student on a budget.

Stephen
Stephen

1 year ago

Customer satisfaction
Customer service
Delivery

"They don’t reward loyal customers"

I have been with o2 for over 10 years and never switched. Time for a new phone so I asked about an upgrade, they gave me my options which were a joke. I can get a better deal as a new customer rather than one who's been paying £30 a month for 10 years. Not good!

Jane
Jane

1 year ago

Customer satisfaction
Customer service
Delivery

"Greedy Network"

I have been with o2 for a number of years having had 3 or 4 contracts with them. Most recently I was paying £25 a month for a sim only deal. I have just swapped to GiffGaff and at £7.50 per month, I have so much more data, minutes, unlimited texts and NO CONTRACT!

With constant RPI increases, I think O2 have become very greedy and when I said I was cancelling my contract they tried to match it but came nowhere near.

I wanted to keep my number and within 24 hours I was up and running with GiffGaff, easy to set up and I am saving myself a fortune every month.

Mike Taylor
Mike Taylor

2 years ago

Customer satisfaction
Customer service
Delivery

"Good phones but limited choice of deals"

I ordered the iPhone 7 Plus online from O2 and they delivered it the next day for free. I have no complaints about the product or the delivery, but the phone contract options are a bit disappointing… I was expecting more from such a big company like O2. I had to opt for a 24 month contract and that’s a very long time for me to be tied to a company. Unfortunately, it was the only way to get myself a new phone without having to buy it upfront. Now I only hope I don’t get any price hike surprises mid contract.

Darren Beckett
Darren Beckett

2 years ago

Customer satisfaction
Customer service
Delivery

"Great iPhone Deal"

I recently used the O2 website to find a great deal on the latest iPhone. The website was easy to navigate, featuring clear pictures of the phones and a full specification. Once I had selected my plan and paid for the phone, I received regular emails which kept me informed about the progress of my order. The phone was delivered within 48 hours. I highly recommend using O2.

Geowulf
Geowulf

2 years ago

Customer satisfaction
Customer service
Delivery

"Samsung Galaxy S8"

So far my experience with o2 has been brilliant, I purchased a 24-month contract online, with a Samsung galaxy S8 a few weeks ago. I found the website easy to use, as they lay all the tariffs available with their prices next to each other, so I was able to make a really informed decision.

Customer service was exceptional, a chat bubble popped up as I was scrolling through my options and they actually helped me get a better deal and offered me a free phone screen cover!

Phone arrived in 2 days, I am very happy with this service so far!