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If you live in Harrogate and work in the town centre avoid this network provider at all costs!! There is next to no data coverage in the town (unless you stand outside the O2 Shop!!!) this has been like this for over a year now! I pay for unlimited data on O2 but are now also paying EE for data on a mobile broadband router. When contacted O2 say there is a mast down but they are working on it (over a year now!!!)

I bought a Huawei mobile hotspot from O2 as an insurance against possible failure of my broadband router, but I did not need to use it. I failed to realise that although I had paid £60 for one year's use of 12 GB of data, the account would be frozen if I did not use it for 6 months. I could not use the device or use a new £3 top-up which I paid for. The automated answering system is not well designed for calls about hotspots and it did not recognise the device number. I eventually got through to the internet/broadband team by choosing the option "number not known". They were friendly and helpful and restored most of my balance, so I was able successfully to test the hotspot after temporarily switching off my BT hub. I was also texted to comment on my experience of the excellent Sean and his woman colleague.

No customer service and useless online so called help.
No good saying we are busy as that excuse is just lazy.
They actually tell you you will wait 45 minutes or presumably your battery runs out.

On the 3rd of November, I called O2 costumer service to order 2 PAYG SIM cards (2x Premium International bundle), suspend my 2 sim contract cards, and transfer the number from contract to PAYG on my requested date - 18th of November - as I was leaving the country. The advisor told me I had up until 24 hours prior to the transfer to cancel if I changed my mind, that I would lose signal on the 18th on my contract SIM card, and in that case to pop in my PAYG sim and top it up and all would be done. All was good and the advisor told me that all was resolved. 2 days later, I receive 4 PAYG SIM cards, non of them what I asked for - 2x big bundle international and 2x data only SIM cards.
I immediately called O2 to sort this out. They recognized that it was an error from their part and promptly changed the SIM cards remotely to the Premium that I’ve asked. They then told me that there was nothing scheduled to transfer my number, transferred my call to another department and only there did they schedule the number transfer for the 18th. The advisor then told me (once again) I had until 24 hours before the transfer to cancel if I changed my mind. A hiccup already, but apparently solved.
On the 16th of November (48 hours prior to the number transfer) my plans changed, and I realized I needed my contract SIM longer, so I contacted O2 to cancel the number transfer and suspension of my contract for one of my cards. The advisor on the other end said it wouldn’t be a problem and all was cancelled for that number, and I would remain with my contract sim, number and same contract. I trusted all was ok.
On the 18th, I lost signal. I did not have the PAYG SIM card with me. I managed to get WiFi from a Pret a Manger and use the “Talk 360” app to contact O2 and find out what was going on. The advisor that day told be there was no request for cancelation in the system. I begged her to reverse the transfer ASAP because I urgently needed to be contacted and nobody could contact me, as I had no service. She told be that she had reversed the transfer but it could take up to 4 hours. Annoyed, but accepted my faith. That’s when I realized that my contract had been changed. From a 50gb - 37£/month to a 75gb - 42£/month. So basically, on the 16th, the advisor did not do what I asked (cancel the transfer and remain same contract) but did what I did not ask (transfer my number to PAYG and change my contract without my permission to a more expensive one).
I waited the 4 hours, nothing
I waited until 8 hours and nothing again. I was unreachable all day. Once I got home and had WiFi again, I used Talk 360 again and called O2, furious, as I was traveling the next day and I needed service on my phone. After 2 hours, being hung up on twice, spending money to top up the talk 360 app, having to explain to a telefone service provider that I am calling through a WiFi app so NO, YOU CANNOT CALL ME BACK BECAUSE I HAVE NO SERVICE (incredibly how they did not understand why), being passed on from department to department, explaining this whole story time and time again, fuming, being told by one advisor “we can fix that”, passed on to another saying “I don’t know if we can fix that”, I finally reached the last advisor. First and foremost, she advised me 2 times that calls where being recorded. She did that because she recognized that I was losing it. Seriously? Do you tell a person that is losing it to calm down? However, I tried to keep my posture, and what she told me was, “there is nothing we can do, your contract sim has been disconnected and we cannot reactivate it. If you want a contract sim we can send you a new one and transfer your number to that sim.” And I requested to send it abroad, as I was going to leave the country for a couple of months the following day. She told me they couldn’t do that. If I wanted to, to use the PAYG sim that already had my number, and that was my only solution. After so many ups and downs, I gave in and just used the PAYG SIM card. Wasted 20£ to top it up, I bought a hotspot for internet in Portugal (where I travelled to), another 50€, wasted 70£ (and 10£ on the app trying to contact them the day before) and just let the whole thing go.
One week later, I go onto my O2 app, to check my allowance, and to my utterly shocked surprise, I see my contract SIM card number amongst my accounts, that did not show before because technically it was disconnected... apparently, IT WAS STILL ACTIVE! ON THE 42£ CONTRACT! just to check, I called a friend with the PAYG SIM card that I was forced to use for the past week and that o2 told me had my number, and asked to see what number showed up, and I saw then and there, THAT MY NUMBER WASNT EVEN TRANSFERRED TO THE PAYG sim! Nobody from O2 contacted me to tell me that I was walking around with a number that wasn’t mine! They didn’t even think to mention that people would’ve

I bought a sim card which needed topping up. I entered my credit card details several times but the website would not accept it which necessitated in getting into my car and driving to my nearest branch three miles away. The assistant was disinterested and he knew of the problem but said O2 would not fix it despite the negative feedback. I have now decided NOT to renew my O2 sim and have gone elsewhere. They made it a tortuous ordeal and I would never go near the product again. EVER EVER EVER.

Bought a speaker from on O2 from online shop, it was faulty when it arrived. Trying to find out how to return the thing was the most tortuous time I have ever endured in trying to return an online purchase. It would appear that O2 really don't want you to send anything back. I eventually spent 1 hour on live chat. I am now waiting for a jiffy bag to arrive so I can send it back. who knows, I might even get my refund. I would rate it 0 if i could.

O2 cancelled the purchase of my daughter's 15th birthday gift

I wanted to buy a cell phone for my daughter's 15th birthday present at O2.
I made the purchase online, chose the cell phone (Samsung S20 Ultra), chose the plan and made the purchase on 08/24. I even made an advance payment.
My daughter didn't even sleep waiting for us to get her cell phone at O2 in Liverpool one.
It was too long. Until on 26/08 we received a message from O2 saying that my purchase was cancelled. I didn't know why they cancelled!!! They said in the email I received: "..... I am unable to discuss the specific reason why we rejected your application".

I thought what happened was absurd and my daughter was very sad.
I didn't know why. I don't have and never had a payment problem. They did not want to sell a simple cell phone with payment of £49.95 a month !!!!!
O2 uses an outdated criterion to evaluate consumers and sell cell phones.

Immediately I went to the Apple store in Liverpool One and bought an iPhone 11 Pro Max in cash and gave it to my daughter and obviously I won't be using the O2.

I'm telling everyone about my family and friends. I even made sure that some friends did not buy the O2 monthly plan.

This was my O2 evaluation criterion, unlike those who did not tell me or why they cancelled my purchase.

They do not respect and value the consumer. That is why they have already lost sales to competitors. And O2 will continue to lose customers to competitors.

Not good, not bad. so so...

I got covid 19 in April and today I asked 3 months payment holiday, they don't given to me with out any reason, don't trust them!!! See below what is in o2 web!is not true!

For customers on Refresh or Custom Plans and those with O2 Insure products, in accordance with FCA regulations, we have implemented a Covid-19 emergency payment option designed to help those customers who are experiencing immediate financial difficulty, please

Only contact us with a payment request if you need immediate and temporary financial assistance
Don’t cancel or reduce your payments until you’ve contacted us
If you can afford to make some repayments, even if it is a smaller amount then do so
What this means for you

You may be able to make no or small payments for up to 3 months
This won’t affect your credit file for the period of the emergency payment freeze
At the end of the deferral period you will either need to pay the full outstanding deferred balance or make sure you contact us to set up an instalment plan
Who can apply?

You have an O2 Refresh or Custom Plan agreement, or have an O2 Insure product
Your ability to make your repayments has been temporarily affected by Covid-19, for example you’ve lost your job or you’re having to work less hours
You will be able to make a request up to 31st October
Contacting us

Please only contact us if you’re worried about an immediate impact on your financial situation caused by the Covid-19 outbreak. We ask that you only call us if it’s urgent, so we can help those most at need. If this applies to you, call us on 0800 902 0217.

I work as delivery driver for deliveroo.
In different part of the centre my connection was absent.
That mean for me to lose order becouse deliveroo think that I'm not on-line.
That mean that I have to move in another place and spend petrol.
That mean that losing time I spend more money with my insurance pay as you go becouse is in use for nothing as there was not delivery becouse I was offline.
Avoid at all o2 if you need connection for your job.
RUBBISH RUBBISH RUBBISH
So upset with this useless company.

Decided to move from Three to 02 when my contract ended.
I wanted to keep my own number and was told that it would be a seamless transition.
I am self employed and rely on my phone for work.
The transition was not seamless and i was told that i would have to wait until 6pm the following day (Friday) for the number to port which effectively meant me losing a days wages.
There was nothing I could do but wait.
When 6pm came and went i still had no service.
Long story short, i now have to wait until Monday for my old number to be ported over.
This means that I will lose even more work.
O2 are absolutely useless and I wish I had never signed up to them.
I am beyond frustrated.
To give a balanced review I would say that the customer services people have tried to help me and have been very good.
It seems that it is the O2 system that is not fit for purpose.
All it takes is for one person to press a button somewhere to connect me but that just has not happened.

What a shambles of a company. Been passed from pillar to post no one seems to have a clue what they are doing.

Simply trying to purchase a wifi dongle. Their online payments are down and when calling up each call handler just passes me to someone else who then passes me to someone else. Finally, get through to the pay as you go team who then say they can't take payments!

When asked how can I purchase they say online. I advise them of the payment issue and their response is "Oh it must still be broken just keep trying" I advise I have been trying for over 24 hours. Their response "right ok, well theres nothing we can do just keep trying" Waste of time!

Been using O2 since 2011 and never ever had an issue

I have been with o2 for about 15 years now and I’ve always been happy with the service they provide. Staff knowledge in store is good and are quick to serve.
I’m very impressed with the steps they’ve taken to protect not only their customers in store but their staff too through reopening due to lockdown. All staff wear PPE and adhering (if not more) government guidelines of 2 metre rule.

Amazing with regards to my 02 phone account and 02 rewards gives cash back on spendings too, bonus

Having spent over an hour on the phone with O2 trying to upgrade my phone I have requested my PUK code in order to transfer my number to another provider.

My current phone is broken, my upgrade is available as of the 1st of June this year. So I go on the website to upgrade. verification code is text to my number in order to complete my upgrade...ah, phone is broken unable to send or receive anything..... phone O2, transferred to the upgrade department. process my order and tells me I will not need a verification code and as it has been processed there end....Wrong! still trying to send verification code. Call again, this time on the phone for an hour, but my only option is to change my plan from flexi to standard and it will only cost me an extra £10 a month more!!!?....surely upgrading a faulty phone is not uncommon???, perhaps not, but apparently every single person has a spare O2/iunlocked phone lying around I have been an O2 customer for 20 odd years and like any relationship we have had our ups and downs, but now you're willing to through it all away because your system cannot send an email??????

I have just recieved an SMS from O2 asking me to update my Bank details so i can pay my bill. I am not even an O2 customer. I tried to get a contract with them but they messed me about so much that i told them to remove my details from their system and signed up with another service provider. O2 is like a bad smell that you cant get rid of. One of the worst companies i have ever dealt with.

Tried to cancel and they kept offering me new deals to stay with them. If they had given me those deals the first place, I wouldn't be cancelling.
Not happy!