Po.st Anmeldelser 

Customer service is absolutely useless.

This company really need to get with the times. You can’t keep customers just because you’re the name O2. I’ve been a customer for not far off 2 decades and finally I’ve made the leap to another network. I’ve had to pay to terminate this contract but enough is enough.

I bought an Apple Watch Ultra with cellular connectivity in Feb 2023 and the eSIM never worked or connected to my account. I managed to get some money back from O2 for the wasted airtime after many repeated attempts to resolve my problem but ultimately I’ve just paid to terminate it so I can move my phone network. I went between phone support and into the local O2 store on request like a ping pong game to no avail.

Aside from this there’s something really wrong with O2’s network. I’ve used O2 since 3G was introduced and the mobile internet service should’ve been getting exponentially better but it’s not. When I go to any city, busy area like an event, festival, football game not even a crowded one, the mobile data completely ceases to function. Can’t load anything even whilst the phone is showing full 4G or 5G signal. I’ve changed phones, I’ve changed sims, I’ve had my network reset, I’ve followed all the random advise I’ve been given but ultimately I think the O2 network doesn’t seem to be able to support the number of users.

The customer support was always a good reason to stay with O2 but seems like it’s moved to a foreign call centre now. I can’t communicate properly what the issues are therefore they don’t get resolved properly or in a timely manor. For anyone reading this my Apple Watch would bring up the error code “Contact O2 on 202 and quote reference number 14” whenever I tried to pair it but none of the service advisors even knew how to use this code which is ridiculous really. I’ve quit after 18 months trying to resolve this.

I'm actually sad to be leaving such a disappointing review to thos company. They don't even look at these reviews to rectify their poor quality delivered customer service assistance. Now that's shocking isn't it?!

*Initial issue dating back to January 2024 - persistent intermittent connection. Little to no signal even on 4g reaching 2 bars at most. Majority of time is of time 1 and 0 bars.

*Several tickets have been raised between then and now to which none have been dealt with. No communications from O2 themselves and no improvement with the service.

*05/07/24 - I have sent an email to the complaints department. They aim to resolve the situation within 7 working days. We are now 15 days on and still no contact. No acknowledgement email in regards to the complaint either.

17/07/24 - I ring in regards to the poor service to make a complaint. A high number of calls and live chat attempts had to be made as my service just kept dropping me out so I had to repeat the whole process all over again. No call back attempt was made despite them being informed of dropping out being an issue and live chats were closed as resolved when I couldn't reply due to signal issues. I am also denied to speak with a complaints handler. I ring to cancel my out of contract number which was successful.

18/07/24 - Losing confidence, I ring to cancel all of my contracts within this account. Again a high number of calls have needed to be made and attempts of the live chat because the service I had received keeps dropping me out and live chats again keep being closed unresolved. Very few agents made the attempt to call me back. I speak with cancellations team who advised me to renew my SIM only contracts and have two new Sims generated in a bid to resolve my service issues. I was told these current Sims WOULD NOT be deactivated UNTIL I activated these SIM's and they if I wasn't happy with the service after this I could use the 14 day cooling off period to cancel. To add to the issue my daughter's number had been deactivated only hours after the new SIM's were processed, I did not ask for it to be deactivated. This meant my 13 year old who has the use of her phone had to go to school with no possible contact methods should she have needed it. She is epileptic, the nature of her seizures could kill her if she has no means of getting contact. So this is why it's highly important that she has a working network. She also could not use her online bus pass because of this issue so she had to walk to 35 minutes school because of this fault. I also noticed I've had my O2 travel removed. I was asked if I was going abroad to which I answered no. I wasn't asked nor did I authorise any removal of any features.

19/07/24 - I get the SIM cards. My daughter's SIM is successful. However, mine remains completely dead. So I'm still without signal. I ring up to rectify this to only be told another ticket has to be raised when I'm still waiting on several outstanding tickets to be resolved. So to be expected another ticket in the system to be sorted is ridiculous. I was also told this could take 5 working days. I request to speak to a complaints handler to which I'm denied of again. I ring to cancel all of my contracts, the call becomes intermittent so I didn't hear the end of the statement which was said. I told the call handler this, she didn't repeat what was said so I asked if the cancellations were done. I was reassured that they were processing. This call handler was the second to last person I spoke to on this date. I was then referred to payment solutions to discuss a payment plan of my early termination fees as I'm unable to pull out almost £2000 in one lump sum. After speaking to the last agent of the day I was told I can't set up a payment plan. I would need to default on my accounts in order to do this. This is highly unfair as this means I have to breach my contract in order to make affordable repayments when I was on the phone trying to avoid a default process as it's my credit profile that gets effected.

20/07/24 - after having no confirmation of termination dates yesterday and no emails to go firm any cancellations I ring to ask about a termination date and was told no cancellations are being processed despite having reassurance of my accounts being cancelled the previous day. Due to further issues and lies I then attempt to cancel my two SIM only contracts as on the call on the 18th I was told I would have a 14 day cooling off period and it appears I've been misinformed again as only one SIM only contract has been renewed and not both that I had to agree to. So this still leaves me with a termination fee and a dead SIM. The all handler on this matter suggests passing me through to a manager due to the high volume of issues and misinformed information given, I'm left on a blank call for 5+ minutes to only be put through to customer services.

I visited the O2 store in Derry's Foyleside Shopping Centre today (4 July 2024). With only some technical experience of using my phone in the USA, ilI needed advice for an upcoming trip to Oregon. The customer representative, Sophie R, understood from the start what information I needed and focused on that immediately. She listened, wrote notes, wrote a very good list of ways to keep myself write using wifi, American networks, and took time to make sure I understood O2's tariff completely. I really appreciate her fast-thinking attitude and easy-to-communicate-with personality. Unique's the word...thanks M O'Hanlon

It's a pity I have to give a one star reviews as there is no option to give a no star. I purchased a £10 top up at a local retailer yesterday morning, when I came to load the voucher number into my mobile phone the number was unreadable. I returned to the retailer and was told they couldn't do anything and to ring Pay Point, I rang the number given and it was an voice mail message, I contacted O2 "customer service" and after giving the reason for calling was asked a number of times what the voucher number was, it I knew that I wouldn't have rung, she said that she couldn't do anything and to visit the local 02 shop. I am a 24 hr carer for a 93 yo mother, I had to leave her to go into the city after getting there, he said that he couldn't do anything and go back to the retailer. Pointless, I am now £10.00 light. 02 stinks.

2 and half hours on phone to be in a worst situation. Cancelled with out my consent and charged me £240, horrible company horrible people, don’t care about you just your money. Stay well away people.

99% coverage? don't think so, i know of loads of places with no coverage been a trucker, but in my home town there are at least three places whare the coverage is crap, most of my family currently use Tesco mobile, but were looking to to switch to a network we don't get cut off mid conversation, or phone don't even ring , contacted Tesco and its o2 network, no joy there. live in Halifax and the next to no coverage/poor are mount tabor, pellon and stump cross, if i got a pound for times i get cut off in past 12 mounths id be richer to tune of 100 quid. three looks to have a better coverage.

Following receipt of new sim
Online system not working to register so I phoned and thought all dealt with
3 days later phone not working no service
2 hours on the phone to 02 speaking to pay monthly told its pay as you go
Finally after hanging on managed to find out that the person signed me up for a contract that I didn’t ask for and ordered a new SIM card that I didn’t want or needed
So have no service until this new card is received
I’m told by 02 customer service but I’m not feeling confident
Terrible service staff kept repeating and asking the same questions

new phone for wife Harrogate 02 store
Set up in store…. Assistant, (Arnold ) Nothing too much trouble 👍

Having recycled my previous phone with O2 towards the end of Sep I’ve still to receive any form of payment. Despite 3 visits to the store, numerous phones calls and attempts on the useful chat feature, and direct contact with the recycle team (not O2) I have yet to have any form of response (other than automated) to help address the problem. The store says they can’t help, the call centre in India can only send me back to the store, and the recycle team say they’re not part of O2 so I need to speak to them. Round and round with still not resolution. The Ombudsman is next, who were good enough to quickly respond only to say I have to persevere with O2 for eight wks. O2 have effectively stollen my previous phone…I even have a receipt and text message to state the credit is due but to date it’s missing and no one at O2 cares to even respond. Diabolical service!

O2 obviously don't want to deal with customer complaints. They take the easy way out and simply don't get back to you in the first instance. Or the second...

Apparently, if you write (as in letter, not e-mail), they will eventually respond but not usefully - so I gave up.

My service keeps cutting out completely (for days on end). There is no problem in the area, according to the O2 service map, at the time so why this is happening heaven alone knows. Highly useful as I don't have a landline, so I end up being effectively cut off.

Try to use another provider if you want to keep your sanity (and safety).

What a terrible service.
Bought a phone with O2 shop put on a contract a rip off.
Pay off the phone to break the contract.
Wanted to switch to pay as you go on old number.
I have tried four times to go through thair system to get my old number. They are useless still not done having waited on phone for hours each time, only to be cut off.
What a terrible service, dont touch them!

Awful awful experience. All we are trying to do is transfer our old number to a new phone. We are on hold for about the 8th time in 2 days and still no one is able to do it. They ask us to hold and then put us back into the system. This has taken hours so far and is so frustrating. Totally unacceptable

After experiencing an extremely frustrating time being passed from one person to another when trying to sort out a query with Virgin and O2, I was finally put through to Nathan who works for O2. Nathan was so polite, helpful, friendly and extremely patient with this non technical older person. He went over and beyond expectations to sort my query and this caused him to work way past his finishing time. Many thanks Nathan for the help you gave me, you're a credit to O2.

They just raised their fees for their poor services, all I can say is f******f. I understand that there is inflation, but first people should get their wages equalized and then they should know the prices of services such as mobile phones - which should normally be getting cheaper.
You take advantage of people bound by long-term contracts. You do not inform about reductions, only increases are introduced automatically.

O2 cancelled my DD without cause. I cannot get an explanation, just some gibberish about a new system

Appalling

After a heart attack and having to finish work, I contacted O2 to say that the business contract, which has 18 months to run, wasn't suitable. My wife's phone was also part of the contract and, despite saying we would pay the same monthly payment on a personal contract, plus a reasonable admin fee, they refused to budge. In many ways, the contract was mis-sold as I'd lost all the benefits of a personal contract, which wasn't mentioned. Additionally, the network in the SK6 8AH (Stockport) area where we live is appalling, regularly dropping out calls, and they wanted to charge an extra £160 for a booster to help. We'd previously had a booster which served no purpose at all.
We've been with O2 for 20 years or more since the old BT Cellnet days, however this seems to mean nothing to them Appalling customer loyalty.
So, despite the fact that they'd have had more money from us on top of the contract, future business, happy customers and subsequent good feedback, the deluded people at O2 have basically told us to get lost. Clueless.

One of worst companies I've ever dealt with. The o2 app is useless, autobots just don't work, they say its like WhatsApp yet they ask you the same dumb questions everytime, they should read back as I can see entire conversation. I complain about the same problem I have to explain all over again. They offer you money off next bill to fob you off. I end up more annoyed because of their silly auto systems. Use real people! You will get better feedback

Really Really Really bad network, so bad, I have had record a video to prove how bad it is.👎🏻👎🏻👎🏻👎🏻

Last 2months O2 show your support for customers,with 1bag complains about them "s..t connection,support cant help you or explain for problem.I don't know for what exactly I pay every f..ked month .Stay to distance from " O2" they are good and like to help you before you make contract,after contract no wait help from them.Lazy,no competition staff and speak only lies.And everytime ask foe good review