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
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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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Reply from O2
Hey! Thanks for your review and lovely comments! We're glad to hear that everything was resolved for you in a timely manner!
Fariha and Biniam delivered excellent…
Fariha and Biniam delivered excellent customer service and resolved my issue immediately despite the store being busy
14 July 2026
Unprompted review
Reply from O2
Hi Kyrill, It's lovely to hear that Fariha and Biniam delivered excellent customer service and were able to resolve your issue straight away. It's especially wonderful to know that they provided such great support despite the store being busy.
We'll be sure to pass your kind feedback on to both of them. Thank you for taking the time to share your experience
Mathew was exceptionally helpful and…
Mathew was exceptionally helpful and polite to us.
14 July 2026
Unprompted review
Reply from O2
Thanks for your review. It's lovely to hear that Mathew was exceptionally helpful and polite during your visit. Providing outstanding customer service is our top priority, and it's wonderful to know that Mathew made such a positive impression.
Jasmine was really helpful with setting…
Jasmine was really helpful with setting my phone up
14 July 2026
Unprompted review
Reply from O2
Hey Beverley! Thanks for leaving a review. It's lovely to hear that Jasmine was so helpful in getting your phone set up. Providing friendly and knowledgeable support is what we aim for, and it's great to know she made the process smooth and easy for you.
Lamia was absolutely incredible
Lamia was absolutely incredible! Kind, Knowledgeable, service with a smile, patient and had our issue what we have be struggling with for weeks resolved in minutes.
14 July 2026
Unprompted review
Reply from O2
Hey Scott! We're thrilled to hear that Lamia provided such a positive experience. Her kindness, knowledge, patience, and friendly approach are exactly the qualities we strive for, and it's fantastic to know she was able to resolve an issue that had been causing frustration for weeks in just a matter of minutes.
We'll be sure to pass on your lovely feedback to Lamia. Thank you for taking the time to share your experience,
Good customer service from the agent…
Good customer service from the agent (Albright) Trafford center Manchester.
14 July 2026
Unprompted review
Reply from O2
Thanks for taking the time to leave a review. It's lovely to hear that Albright provided you with great customer service at our Trafford Centre store. We'll be sure to share your kind feedback with him, as recognition like this means a lot to our team.
Jasmine was really helpful and excellent
Jasmine was really helpful and excellent
14 July 2026
Unprompted review
Reply from O2
Hi Nigel - It's lovely to hear about the service you have had in store, and in particular from Jasmine. We'll make sure we pass this on.
You know where we are if you need anything else 💙
I am extremely disappointed with the…
I am extremely disappointed with the level of customer service I have received from O2.
I purchased a Lenovo tablet but decided to return it within the 14-day cooling-off period. I explained several times that I have significant mobility issues and cannot easily get to a Post Office. I asked if O2 could arrange a collection, but they refused. I was then passed between Customer Services and the Access for You team, with each department giving conflicting information and no one taking responsibility.
I was promised a prepaid returns bag on two separate occasions, but it never arrived. This left me worried that I would be charged for a product I had already requested to return within the cooling-off period.
As a vulnerable customer, I feel O2 showed very little understanding or willingness to make reasonable adjustments. Companies like Amazon offer collection services where needed, yet O2's response was simply to tell me to find someone else to help.
The whole experience has been stressful, frustrating, and completely unacceptable. I expected much better from a company of O2's size. Sadly, this experience has left me with very little confidence in their customer service.
14 July 2026
Unprompted review
Reply from O2
Firstly, I’d like to sincerely apologise for the experience you’ve had and any frustration this may have caused. I can appreciate how disappointing this must have been for you.
I hope this has now been resolved and that the parcel has been successfully returned. We'd be happy to look into this further for you, review what happened, and discuss the matter in more detail to ensure your concerns are fully addressed.
If you contact us on we'll be in contact.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4aVGHCh
Facebook: https://bit.ly/3QR6kO0
Serena finally figured out our network…
Serena finally figured out our network issue after 1 month of coming back and forth into the shop, she resolved the issue the fastest way possible, very polite would use Serena again
14 July 2026
Unprompted review
Reply from O2
Hey Steevi, thanks for leaving a review. We're delighted to hear that Serena was able to identify and resolve the network issue after such a frustrating experience.
We'll be sure to pass on your kind words about her professionalism, politeness, and determination.
beyond bad, the worst of the worst
we moved from o2 to talk mobile in march. they closed the account but keep taking payment. as we are now not o2 customers I can't get anything useful from my account when I login. I have rung support but they refused to sort the issue as I can't remember the 2nd letter of my first security question that they won't tell me, they also refused to put me through to anybody else. they are beyond bad. I tried to fill out a complaints form and that also fails, as im not now a customer
14 July 2026
Unprompted review
Reply from O2
Thanks for taking the time to leave us a review. We're very sorry to hear the experience you’re having. This isn’t what we would expect, and we would really like to see this resolved. Please get in touch using one of the following contact methods and we can look into this:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4gE3EO8
Facebook: https://bit.ly/4wIKqM3
Another ridiculous one
Another ridiculous one. Not only don't they get my data working on payg for 4 month' now, no they can't send the right text messages. First: Top-up loaded, thanks for topping up, No actually two, ok could happen. Then one you have your big bundle, then one sorry, we've been unable to renew your ... So what is it? Then stupid excuses instead of fixing their system, but not the data issue that goes on for more than four month.
13 July 2026
Unprompted review
Reply from O2
Hi Matthias, thanks for taking the time to leave us a review. We're really sorry to hear about the frustration you've experienced with both your PAYG data service and the messaging you've received.
Our teams will be more than happy to take a further look into this for you - are you able to reach out to us on one of the following contact methods:
X https://bit.ly/4hdjSxL
Facebook: https://bit.ly/3TeFujp
Paid over 1k for a phone which was…
Paid over 1k for a phone which was never delivered and am still waiting for a refund. Despite 3 or 4 promises of refunds we have to call up every time.
Completely useless.
DO NOT USE 02
9 April 2026
Unprompted review
Reply from O2
Hi Michael,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating and disappointing it must be to have paid for a device that was never delivered and then find yourself repeatedly having to contact us to chase a refund. It's particularly concerning to hear that you've received multiple assurances that a refund would be processed, only to feel no closer to a resolution.
We recognise that situations like this can cause significant inconvenience, especially when a substantial amount of money is involved. It's clear from your review that this experience has left you feeling let down by the service you've received, and we're sorry for the frustration this has caused.
We'd like the opportunity to review your case and investigate what's happened with your order and refund. Please get in touch with us using one of the contact methods below:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/4fgWxbW
📘 Facebook: https://bit.ly/4voZzkt
O2 Shop
O2 Shop, Redhill, Surrey
I have been an O2 business customer for over 25 years and had a difficult situation last Friday. We had a big and important local cycling event on Sunday and needed a new Sim, and for it to be activated with the O2 business team who are located in the Philippines. Dameer in the store was a most pleasant, helpful and courteous young man who went out of his way to help, even though it's not something they can normally do. We got it sorted but this chap was nothing but pleasant, professional and super helpful - and deserves a bit pat on the back from Senior O2 management. Thank you, excellent customer service Dameer.
10 July 2026
Unprompted review
The best experience I ever had from…
The best experience I ever had from Pablo
13 July 2026
Unprompted review
Reply from O2
Hi Mihai, thanks for taking the time to leave us a review. It's lovely to hear that Pablo provided you with the best experience you've ever had. Delivering exceptional customer service is what we strive for, and it's fantastic to know Pablo made such a positive impression.
I recently bought an iPhone 16
I recently bought an iPhone 16. Blessing served me and she was very patient, helpful and polite. Thank you Blessing!
5 June 2026
Unprompted review
Reply from O2
Hi Wayne,
Thank you for taking the time to leave a 5-star review!
We're delighted to hear that Blessing provided such a positive experience when you purchased your new iPhone 16. It's wonderful to know that she was patient, helpful and polite throughout the process, helping to make your upgrade a smooth and enjoyable one.
We'll be sure to pass your kind feedback on to Blessing. Recognition like this means a lot to our colleagues and helps us celebrate the excellent service they provide every day.
Thank you again for your review, and we hope you enjoy your new iPhone 16!
After countless frustrating calls with…
After countless frustrating calls with o2 customer service, I visited the shop in Stratford and spoke with Pablo. He resolved my issue within 10 minutes and was pleasant to speak to. Thanks Pablo
13 July 2026
Unprompted review
Reply from O2
Hi RR,
Thank you for taking the time to leave a 5-star review!
We're delighted to hear that Pablo was able to resolve your issue so quickly during your visit to our Stratford store. We understand how frustrating it can be when you've spent time trying to get an issue sorted, so it's fantastic to know that Pablo was able to get everything resolved within just 10 minutes.
It's also great to hear that he was pleasant to speak to and provided the support you needed. Delivering efficient, friendly and effective service is exactly what we strive for.
We'll be sure to pass your kind feedback on to Pablo and the Stratford team. Recognition like this means a lot to our colleagues and helps us celebrate the excellent service they provide every day.
Thank you again for your review and for choosing O2!
Pablo was amazing and incredible he…
Pablo was amazing and incredible he went above and beyond during the service. Would recommend
13 July 2026
Unprompted review
Reply from O2
Hi Darnelle,
Thank you for taking the time to leave a 5-star review!
We're delighted to hear that Pablo provided such an amazing experience and went above and beyond to help you. Delivering exceptional service is exactly what we strive for, so it's wonderful to know that Pablo's dedication and support made such a positive impression.
We'll be sure to pass your kind feedback on to Pablo. Recognition like this means a lot to our colleagues and helps us celebrate those who consistently go the extra mile for our customers.
Thank you again for your review and for recommending us. We really appreciate your support!
Fariha was amazing
Fariha was amazing. She game me an e sim and done my broadband virgin media for me and now my wifi cheaper. Amazing lady
13 July 2026
Unprompted review
Reply from O2
Hi Mel - It's great to hear that Fariha was able to help you with your eSIM and Virgin Media Broadband, and that she's helped you get a cheaper WiFi package too! It's wonderful to know that she made such a positive difference to your experience.
We'll be sure to pass your kind words on to Fariha – she'll be delighted to hear them. Thank you for taking the time to share your feedback, and we look forward to seeing you again soon!
Well I've put off buying a phone for…
Well I've put off buying a phone for years the one I've got is 8yrs old reason being I'm absolutely hopeless with technology so I bit the bullet and went into braehead store and the lovely Brooke served me she had the patience of a Saint and was super friendly and helpful and I'm so happy I went now and got a new phone highly recommend this store and Brooke
13 July 2026
Unprompted review
Reply from O2
Hi,
Thank you for taking the time to leave such a wonderful 5-star review!
We're delighted to hear that Brooke provided such a positive experience during your visit to our Braehead store. We understand that upgrading to a new phone after eight years can feel a little daunting, especially if you're not particularly confident with technology, so it's fantastic to know that Brooke helped put you at ease.
It's great to hear that she was patient, friendly and supportive throughout the process, taking the time to help you find the right phone and making the experience a positive one. Feedback like yours is exactly what we love to receive.
We'll be sure to pass your kind words on to Brooke and the Braehead store team. We're sure she'll be delighted to hear how much her help was appreciated.
Thank you again for your review, your recommendation, and for choosing O2. We hope you enjoy your new phone!
Pablo was very friendly and helpful and…
Pablo was very friendly and helpful and solved my issue as best as he could.
13 July 2026
Unprompted review
Reply from O2
Hi Dalaila,
Thank you for taking the time to leave a 5-star review!
We're delighted to hear that Pablo was friendly, helpful and able to assist with your issue. Even when a problem can't be fully resolved straight away, it's great to know that Pablo did everything he could to help and provided a positive experience throughout.
We'll be sure to pass your kind feedback on to Pablo. Recognition like this means a lot to our colleagues and helps us celebrate the excellent service they provide every day.
Thank you again for your review and for choosing O2!
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