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02 mobile, I've been with Them twenty three years absolutely going downhill, massively will not be renewing. I have 3 contracts. changing to my son's name as he was 13 now he's 21 and they wanted to Charge me 300 pound for the privilege. As I was on the phone to worst connection, I ever haded crackling and distorting, how did that ever happen? Before , don't go with o² they do not care about loyalty.

Have tried to give o2 my pac number and they said won’t accept ? Tried to update to another email address. The customer service advisor messed this up twice. Sent 2 links. Both not got and told
Me now locked out and could not change for 48 hours. This was his error ! Obviously can’t understand what I am asking and sooo fed up having to call. Can’t get into my account and no one seems to be able to help. Whats going on o2. This is not good enough

I would give them zero but this is the lowest rating. We had a pay as you go sim and decided to transfer the number to Tesco. Got the code and all went well. Asked when we would be our £29.45 back ( have sms from O2 confirming) and was told to call after the transfer. Called and was told it was too early, called again, call dropped Then we had the debacle of they could not find the money or old account anywhere. Was told to buy a £10 sim in store and they could do it. I refused, then they start with the signal is going, I can’t hear you! I put a complaint I , was told I would be contacted in 48 hrs, a month later I get a call. The same rubbish. They cannot see any outstanding balance, asked how much I was owed. I was told to go to the store I bought the sim from and then they again started with ‘ I can’t hear you the signal is going’. They had no trouble the whole call until I asked to speak to the manager. Shameful company, never again

Several weeks ago I purchased a new HMD mobile from the 02 shop in Ashford Kent, Unfortunately I found it was not ringing when I received a call or message. I went back into the shop this morning and saw Emily. She was so very helpful and kind. She quickly found the problem and then showed me what it was and how to put it right should it happen again. Thank you O2 for having staff who care and are patient with older customers, very much appreciated.

My daughter sent her phone to be mended , today Royal Mail delivered to said repair centre. But o2 are saying they haven’t received it despite the proof we got through royal mail 24 hr tracking

O2 Cheshire oaks. Ellesmere port. Avoid!!!
Took my broken phone , my fault as dropped. Just wanted a new phone. Initially told to get one from amazon by a very offhand employee. I asked if he didn't want my business as I've been a very loyal customer for many years, this was met with a shrugg.
Was desperate as phone was needed for work and I thought it was about to die losing all my details. Told only option was a phone/ sim contract, 36 months contract told I couldn't buy phone outright. Left with awful package costing me double.
Went to another store the next day. Contract was cancelled. I was able to buy a phone outright and as I had never used over 10gb was given a much cheaper deal. Will not use 02 again

If i could give no stars i genuinely would! O2 is one of the worst networks to be with. They cause you alot of stress and upset. They make false promises, to then get called a liar but I have proof of what was promised, you also get blackmailed too, they also delete messages on their chat app, they also will make your life hard, they also say they are making a complaint and made it clear that they have put the information i have said which then I find out the next day that they closed the complaint down. I have 5 different customer service advisors not believing a word I say to them about what was promised to me, I spent 2 weeks dealing with CSA's everyday at night on the chat because they kept letting me down with false promises. I have all the proof if anyone want to see it all.

My experience with 02 - Canterbury has always been positive. Am Deaf & terrible with Tech - they are understanding to my tech needs & questions. They have been particularly helpful since returning from overseas recently
Thankyou very much for all your assistance
Janine

This company is an absolute joke. I placed an order for a pair of earbuds, the payment was taken, but the order never went through. When I contacted them, they confirmed that the order had indeed failed.

They processed a refund, but despite three separate phone calls and having to explain the situation from the beginning every single time, I was repeatedly told the refund would be completed within 5–7 working days. It has now been over a month, and I still haven’t received anything.

One operator even sent me a confirmation message stating that the refund had been processed, yet no money has been returned. When I called again and asked to speak to a supervisor, I was told they were “too busy” and that someone would call me back at some point. When I refused to end the call and asked to wait on the line, the operator hung up on me.

The entire experience has been frustrating, time-consuming, and marked by a complete lack of customer service. I strongly advise avoiding this company altogether — it’s simply a waste of time.

Get the CEO to make a call for support. Then he might decide to do something after he has read the one star reviews.
Perhaps the board should do the same and then remove the CEO

Spoke to o2 customer services about the fact they breached my data and I have a lot of other peoples they have sent and they told me you will be called back in an hour 2 days later nothing.

Obudsman and also putting the leaked data on Facebook. Deal with that o2

The worst telephone customer service I’ve ever come across. I’m on a pay-as-you-go account and am being plagued with marketing texts with no way to stop them.

i got sim card with virgin media broadband and few days before i upgrade sim only to iPhone and they cancel my sim card with no explanation or any excuse my number was 7 years old and used for my banks and work place now i am unable to receive OTP code and stop for wok , keep calling every day no customer support no excise , totally rubbish

O2 Worst Customer Service possible

Short version.
1) - Account hacked, backup email changed, £92 charges applied that day, phone blocked due to fraud, however only found out after ringing O2. Fraud case opened and apparently closed that day.
2) - Next day further £56 charged, called O2 to see how possible, 2nd fraud case opened and apparently they "Forgot" to block Esim first time
3) - Fraud case concluded, letter stating money will not be taken upon bill time
4) - £147.92 taken in addition to airtime on billing date
5) - O2 informed and apparently same day refund issued
6) - Told 9 working days and 3 phone calls after the refund was completed and closed, yet not in my bank
7) chat Bot and then Agent Agent useless....phone support persists in repeating its been paid and offered to "Resend" the text with the message that is has been refunded, in itself infuriating as words wont make any fund appear in my account....surprise surprise opened another case.

Needless to say I will be moving all three of contracts away after this is resolved.

This is the worst company to deal with I have been waiting for a new sim and router for a week now Tried phoning and couldn’t understand a word they were saying after a 40 Minute , That says it all that there are so many people phoning them I want to cancel my account so when I went into Tottenham Court Road they phoned then Th O2 I think Thailand I explained I had not reviewed my router or sim And I wanted to cancel my Account they hung up on me I’m afraid I’ll have to go to court They really just want you’re be money And give no service whatsoever Richard Cranston should hang his head in shame

I’ve had one of the worst customer service experiences with O2. I called for support and was connected to someone who claimed to be a manager but clearly wasn’t. The so-called “advisor” tried to pressure me into giving my card details over the phone, which immediately felt suspicious and unprofessional. The advisor sound out to be from an Indian background who pretended a mike and his manager pretending to be a luke putting on a British accent. Im glad i moved to giffgaff.

When I refused, the person became rude and dismissive. It’s disgraceful that a trusted company like O2 allows calls like this to happen – it came across more like a scam attempt than genuine support.

I expect much better security and accountability from O2. Customers should never be asked to hand over sensitive information like payment details in such a shady manner. This has completely destroyed my trust in their customer service.

I used to use o2 in the past, as their service was generally decent and o2 priority was good. Over the last few years i moved to Vodafone as their rewards and services are far superior. O2 have really gone downhill, i will explain what i faced.

I have recently gone to another Vodafone contract through a third party, and because Vodafone couldn't match the offer by upgrading, it meant that i would have to transfer my number away from Voda to o2, to then bring the number back to my new Voda contract.

I spoke to a member at an o2 store and they said this can be done. I then asked for a payg sim card. I was then told i would need to top up £10 in order to activate the sim card, or i can contact customer service via phone and top up only £5. Why do the amounts vary?

As i had only planned to use this payg temporarily i thought id rather spend £5 to do this. I got the sim card from tesco for £1 and then called o2. The customer service member told me this was not true and that i can actually just activate the number without topping up - which he did. Why was I given incorrect info from the store regarding topping up?
The customer service member was very helpful and activated my sim and we scheduled my voda number to transfer to o2 on wed 17th Sept.

On wed my service was down the whole day, i expected the network to be down for a few hours which is normal. By 11pm the service was still down and attempting to contact any live chat or phone was not possible as apparently no-one was available to help.

Today i called using my friends mobile number. After 2 hours and being on the phone to 5 different people there was no solution. The first person told me the number had transferred but the sim card needs topping up which is why im not getting service. I told her i do not believe this is the reason because before the scheduled transfer date, the service was working fine despite me still having a balance of zero. I asked her to test her theory by topping up £1 to see if it worked. She did this and I was proven right, to which she then put the phone down on me as she couldn't help any further.

The second person was more helpful and tried troubleshooting and told me to restart my phone - which i had done multiple times. Still no luck. At this point i had been on the phone almost two hours. I was then disconnected from this person. Staff 3 and 4 were just sending me to the pay monthly team - despite me being a payg member which i clearly stated and they could see from my number.

After over 2 hours, i was completely appalled to see how such a minor issue - a service not working after a PAC transfer, still had no resolution and has left me serviceless. I am now trying to just get a PAC code and move away from o2 as quickly as i can. But the issue is i cant receive any calls or texts to receive the PAC because of this problem! I have been without service for 2 days now.

Terrible company and service, do not use o2! They've gone down so much over the years.

Price goes up service gets reduced mobile data speed 4g if lucky otherwise 3g or E most of the time choose another network can’t be as bad as this one

Shame on O2, you guys should stop providing third class network. No signals on Motorways not even down the streets. Shame on you again

Total shambles ,i rang 02 and said thought my sim was acting up ,spoke with a agent and said he would fill form in ,next day sim not working and cut off ,never said this would be the case ,65 yr old no phone working ,left it 9 days rang them again asking why did you cut sim off ,spoke with customer services logged a complaint got a email saying they had tried to contact me ,total lies ,no missed calls ,no text messages ,had to but another payg sim ,while my phone was cut off ,and wil; be seeking compensation from them ,total shambles