O2 www.o2.co.uk Review

Overall Rating

Tarrif quite good.

Ppoor quality customer service, website always broke?, hard to navigate.

More than a year ago I purchased a phone from 02 online, a package which I was very happy with until recently. Having held the contract for 12 months I wanted to upgrade phone - log on to do this but oh no! The site, as usual, has 'technical difficulties'I did manage to find a number to ring, so I did just that, 15 minutes of being on hold later, I requested an upgrade to a phone being advertised free on the site. I was told I would have to change tarrif to a more expensive one or pay £60 for a new phone, even though new customers can have it on whatever tarrif they want for free! Talk about service to customers already with the company for over a year! So off to the 02 shop I went to cancel my contract (after finding no ability to do this directly online) them: "Oh you can't cancel a contract in the shop - you have to ring this 50p a minute number!" me: "Well couldn't you ring for me now I don't want to be stuck on hold on a 50p a min number!" them: "NO!" So off I went back home, logged on to the 02 site, and after a bit of searching, found a number to contact to cancel the contract that was charged at NATIONAL RATE! No more 50p a min nonsense thank you! Rung up this number and.... the system is down! So the saga continues...

Members' Comments onunhappychappie's Review

• timmie2 on 6th May 2005

  I agree totally with all the points you have made. My contract ended and I was told that it doesn't end until you give them 30 days notice. Nobody contacted me to see if I wanted to continue the contract and upgrade as do most other networks. I was then sent another bill which I was told I would have to pay then they would remburse it back to me. I would never use O2 again customer service stinks!!!

• b ayling on 16th Aug 2005

  I to had a problem very similar, they just did not seem to be interested in an upgrade when I had been with them for over 5 years. So rather than try to be helpful they lost a customer. They wanted to charge for an upgrade that was being offered to new customers free. So much for customer loyality.

• o2guy on 18th Jan 2006

  The number for online customer care has changed to a national rate one now. We at the o2 shops are a different company to o2 online, and therefore cannot access anything to do with your account. Silly as it sounds, o2 online is almost a different network, you would need a PAC code to change from one to the other, as you would to change to another operator like Orange. Even if you received your bills by post, you would still need to talk to customer care to cancel your agreement, that is the same as other operators. Its not that we cannot be bothered, we simply haven't got the ability to do it in stores.