It took multiple calls taking hours to sort out our accounts. Was given conflicting information from different advisors. Thought it was all a sorted then received texts and letter asking for payment t... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I pay my monthly bill by standing order every month, yet I have absolutely no signal at my home address CR6 9PB for around 2 weeks and poor reception before then. I cannot contact O2 on the number I... See more
Company replied
Been with O2 for 14 years, recently bought Apple Watch with cellular, O2 say they can’t connect it because I didn’t buy it from O2, this is against their own stated policy. Many hours spent on phone... See more
Company replied
live chat is terrible. AI doesn't understand you, then through to a human after 15 mins who doesn't understand basic questions, then the system logs you off when you try and look for anything on your... See more
Company replied
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
2.3
Poor
24K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Concerning my latest review and reply
Concerning my latest review and reply. You've reached out personally enough to resolve my issue and still no resolution . I will find a way to get my money back with compensation.
July 10, 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Saara and Andrea - A1 Service
Came back to O2’s Oxford Street branch and got assistance from Saara and Andrea and I was able to accomplish 3 things in the visit. Sim, tariff and app access. The professionalism mixed with a calm casualness made the experience thoroughly enjoyable. To the point that we mixed in some laughs.
Just this one interaction made me reaffirm that I’ll continue staying with O2. If for nothing else other than knowing that I can come back to that store and get the assistance I need.
July 10, 2026
Unprompted review
Reply from O2
Hi Kyle,
Thank you so much for taking the time to leave this wonderful review.
We're delighted to hear that Saara and Andrea at our Oxford Street store were able to help you with your requirements. It's especially rewarding to know that their professionalism, combined with a relaxed and friendly approach, made your visit such an enjoyable experience.
At O2, we strive to provide support that is both knowledgeable and personable, so it's fantastic to hear that the conversation was not only productive but filled with a few laughs along the way. Feedback like yours is a great reminder of the positive difference our store teams can make.
We're incredibly grateful for your loyalty and are thrilled that this experience has reaffirmed your decision to stay with O2. We'll make sure your kind words are shared with Saara and Andrea, who will be pleased to know they made such a lasting impression.
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/3QQalCi
📘 Facebook: https://bit.ly/4h71qXz
Thanks again for your support and for choosing O2.
Great service from heena.
July 10, 2026
Unprompted review
Reply from O2
Hi Mansour, thank you for taking the time to leave us a review. We're delighted to hear that Heena provided you with great service 🙂 If you do need our help with anything else, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/44TbrjR
O2 mobile app = DISASTER
The mobile service provider is OK and staff is knowledgeable and friendly. But the O2 mobile app is a total disaster. Major integration issues following the Virgin Media merger. Two leading tech companies should fix the “back end” asap. Hopefully someone from senior management notices this long-ongoing issue when the redirection from O2 website to Virgin Media website collapses causing customer frustration.
July 10, 2026
Unprompted review
Reply from O2
Hi Ivo,
Thank you for sharing your experience with us. We're sorry to hear that we haven't provided the level of service you expected, and we appreciate the opportunity to learn from your feedback. Please get in touch so we can investigate.
Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
X: https://bit.ly/3Trd9Xa
Facebook: https://bit.ly/4f7paIq
Reply from O2
Hi there,
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your recent experience and understand how frustrating this must have been for you. This isn't the level of service we aim to provide, and we'd like the opportunity to look into this further and see how we can help.
You can contact us through any of the following channels:
Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
X: https://bit.ly/3T7TL1h
Facebook: https://bit.ly/4wAjYUz
I moved to contract for a great price…
I moved to contract for a great price but Stefan answered the rests of my doubts and questions and also helped me transfer my old number to this new contract so smoothly.
July 9, 2026
Unprompted review
Reply from O2
Thanks so much for 5 stars, Nahid. Way to go Stefan!
Do get in touch if you need any further help.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/44hYj7P
Facebook: https://bit.ly/4w1Gar8
Don't order anything from them
Ordered something from their online shop. They tried to deliver it 3 times whilst I was at work with no option to leave in a safe place or deliver it on a weekend. Now the delivery company has sent it back to O2 but iv had no further updates and can't contact anyone about it because the complaints form doesn't work online and the chatbot just directs me to my order that I can't do anything about.
May 25, 2026
Unprompted review
Reply from O2
Hi Anthony,
Thank you for your review. We're saddened to hear that your experience wasn't a positive one. We take feedback like this seriously and would appreciate the opportunity to discuss your concerns further.
Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
X: https://bit.ly/3SShWks
Facebook: https://bit.ly/4yfJKiy
PAYG SIM - false advertising and 0 support. Feels like a scam.
Signed up with a “Pay As You Go SIMs”, choosing an ESIM.
No way to connect it to an account, as the ESIM couldn’t receive messages, and it wouldn’t allow me to add to another o2 account with an active number.
Called customer service, and the support told me that he wasn’t even aware that o2 does PAYG SIMs. I eventually found a way to add money to the ESIM, choosing to add £10. Even after that, I have absolutely no way to know if I’ve got the 10GB on data advertised, or something completely different.
I’ve turned it on and IMMEDIATELY got a text saying:
“We've taken £2 from your balance for data used today. You've now got a limit of 100MB until midnight. You can buy another 50MB for £1, also until midnight.”
So I’ve paid £10 for the advertised service, been given no way to monitor it, and apparently I’ve only got a limit of 100mb per day, instead of 10GB for the month? I feel like I’ve been scammed.
July 9, 2026
Unprompted review
Reply from O2
Hi Jack,
We're very sorry to learn that your experience has fallen short of expectations. We appreciate you bringing this to our attention and understand the disappointment this may have caused. We'd welcome the opportunity to investigate this further and work towards a resolution.
Call: 202 or 0344 809 0202
X: https://bit.ly/3RbWvdk
Facebook: https://bit.ly/44Gg7K5
I came in with an issue with my service…
I came in with an issue with my service and the Jamie sorted it out despite the store having issues with the system. She remained professional and resolved my issues swiftly. Thank!
July 1, 2026
Unprompted review
Reply from O2
Hiya Nat,
Thanks a million for taking the time to leave us a review! 😊 We're delighted to hear that everything is going well and that you're enjoying your experience with us.
If there's ever anything you need, we're always happy to help:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/3RqCKis
📘 Facebook: https://bit.ly/4faijy0
Jamie-Leigh provided exceptional…
Jamie-Leigh provided exceptional service and resolved my issue quickly while I was in store. She communicated clearly throughout the process and handled everything with professionalism and care. Her outstanding customer service made for a great experience. Thank you!
July 1, 2026
Unprompted review
Reply from O2
Hi Dan,
Thanks a million for taking the time to leave us a review! 😊 We're delighted to hear that everything is going well and that you're enjoying your experience with us.
If there's ever anything you need, we're always happy to help:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/3R0hpfF
📘 Facebook: https://bit.ly/4yaZu6A
Terrible
Terrible, spent 3 days at SIlverstone GP . There was no service, no signal on all days. No data available
July 3, 2026
Unprompted review
Reply from O2
Hi there,
Thank you for sharing your feedback with us. We're disappointed to learn that we've not met your expectations and sincerely apologise for any inconvenience or frustration caused. We'd be grateful for the opportunity to review the situation further.
Call: 202 or 0344 809 0202
X: https://bit.ly/4h5FagO
Facebook: https://bit.ly/4f9suTs
I had a mob problem
I had a mob problem. Called into my local 02 shop and thanks so very very much to Skandor in Crossgates Shopping Centre for sorting a problem I had been trying to sort myself for weeks. Great serivce. 10/10 Thanks again.
July 9, 2026
Unprompted review
Reply from O2
Hi Marie,
Wow, thank you for the lovely review! 🌟 It’s fantastic to hear that things are going so smoothly and that you're making the most of everything we have to offer.
Need us? Just give us a shout:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/4yeIpc2
📘 Facebook: https://bit.ly/4vQBB2A
Excellent service
Excellent service! Pablo, Thank you for your help and friendly attitude. You made everything easy and simple. Really appreciate your support!
July 9, 2026
Unprompted review
Reply from O2
Hey Viktor,
Thank you so much for your amazing feedback! 💙 We love hearing that you're happy with your experience and enjoying all the benefits available to you.
If there's anything we can assist with, we're only a message or call away:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/4vrDbqx
📘 Facebook: https://bit.ly/4w6dFsb
Great service
Great service! Pablo, Thank you for your help and professionalism. You were very kind, patient, and explained everything clearly. I really appreciate your support.
July 9, 2026
Unprompted review
Reply from O2
Hi Viktoria,
Thanks for leaving us a review – you've made our day! 😄 We're thrilled to hear that everything is going great and that you're enjoying being part of O2.
If you need anything at all, we're here for you:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/3SSQanL
📘 Facebook: https://bit.ly/4vmDTFG
Soun
Soun, beautiful quick kind and friendly. I got what I want so fast thank you
July 9, 2026
Unprompted review
Reply from O2
Hi Shahnaz,
A huge thank you for your review! 🎉 It's brilliant to hear that you're having such a great experience and enjoying everything we have to offer.
Should you ever need a helping hand, just reach out:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/4bdX2Cs
📘 Facebook: https://bit.ly/3SVFBjN
If I could give 0 rating I would.
If I could give 0 rating I would.
Absolutely horrific customer service. Nobody knows what they are doing, I don’t know where they find these people because they literally have 0 clue. This company has seriously gone down hill!!!
July 9, 2026
Unprompted review
Reply from O2
Hi Marion,
Thank you for your review. We're truly sorry to hear that you've had a negative experience with us. We understand how important reliable service is, and it's disappointing to hear we've let you down. Please reach out to us so we can look into this personally.
Call: 202 or 0344 809 0202
X: https://bit.ly/4vkM9Ww
Facebook: https://bit.ly/4w6l9vh
Rubbish customer care
What an awful company who couldn’t care less about their customers. Closed my account months ago, then they continued to charge me for a service I no longer use.
No surprise they have such a low Trustpilot score.
July 1, 2026
Unprompted review
Reply from O2
Hi Nigel,
Thank you for your review. We're truly sorry to hear that you've had a negative experience with us. We understand how important reliable service is, and it's disappointing to hear we've let you down. Please reach out to us so we can look into this personally.
Call: 202 or 0344 809 0202
X: https://bit.ly/3QLrtsT
Facebook: https://bit.ly/44Rommq
Te best one its sorted everything fast
July 9, 2026
Unprompted review
Reply from O2
Hi there,
Thank you for your fantastic review! 😊 It's wonderful to hear that you're happy with the service and enjoying everything that's available to you.
If there's ever anything you'd like help with, we're ready whenever you need us:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/3R5a0vy
📘 Facebook: https://bit.ly/4w6dIUT
Soun & Sudar have been very helpful in…
Soun & Sudar have been very helpful in my experience joining 02. Both were extremely informative and smoothly helped me with opening my contract.
July 9, 2026
Unprompted review
Reply from O2
Hi Rhea,
Woohoo! 🎊 Thanks for sharing your feedback with us. We're so pleased to know that things are going well and that you're enjoying your journey with O2.
If we can help with anything, don't hesitate to get in touch:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/4pf86VQ
📘 Facebook: https://bit.ly/4eVqbEL
Soun was super lovely and helpful
Soun was super lovely and helpful. She’s got a great vibe and excellent sense of humour. Great customer service. Thank you
July 9, 2026
Unprompted review
Reply from O2
Hi Sharon,
Thank you for your fantastic review! 😊 It's wonderful to hear that you're happy with the service and enjoying everything that's available to you.
If there's ever anything you'd like help with, we're ready whenever you need us:
📞 Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
🐦 X: https://bit.ly/3SSCMA6
📘 Facebook: https://bit.ly/4yfUTjt
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