O2: most-reported complaints
Automated analysis of 1,078 public Trustpilot reviews published 2026-06-09 to 2026-09-26. TrustScore 2.8 from 25,271 total reviews — see the Trustpilot page. Quick answer: is O2 legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 236 complaints identified during the analysis period. Poor core service is the next frequent issue, cited in 126 reviews, followed by difficulties in reaching support in 79 cases. Additionally, 76 reviewers highlighted problems related to accounts or the app. The reports regarding unhelpful support and poor core service show a rising trend, while issues with reachability and app functionality remain flat.
How to reach O2
These are the contact details O2 publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0344 809 0202, address 500 Brook Drive, Reading, RG2 6UU, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2022-01-20, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-26 and found 66 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Ofcom (Q4 2025): landline —, broadband —, mobile 7 complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q4 2013): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2013): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline —, broadband —, mobile 7 complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2013): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline —, broadband —, mobile 7 complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2014): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q1 2013): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 788 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Free O2 Broadband for existing O2 Broadband/Mobile customers.”, “o2 broadband help”, “Sagem F@st 2504 router and o2 broadband?”.
Elsewhere: 4.5★ App Store (508,614) · 3.3★ Google Play (128,224)
TrustScore over time
2.6 → 2.8 across 16 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (21%, 6.1d) · 2026-08-16 (21%, 5.9d) · 2026-08-19 (22%, 5.8d) · 2026-08-22 (22%, 5.6d) · 2026-08-25 (22%, 5.5d) · 2026-08-28 (23%, 5.3d) · 2026-09-01 (26%, 5.0d) · 2026-09-04 (27%, 4.9d) · 2026-09-07 (27%, 4.8d) · 2026-09-10 (27%, 4.7d) · 2026-09-13 (28%, 4.5d) · 2026-09-16 (29%, 4.4d) · 2026-09-20 (29%, 4.2d) · 2026-09-23 (30%, 4.1d) · 2026-09-26 (31%, 4.0d) · 2026-09-26 (31%, 4.0d).
Severity: 33% of this company’s 461 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (752 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (mobile), Q1 2013 to Q1 2026 (53 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2024-10-09 (Website (own site)) — A webpage on the O2 website didn’t make clear that their broadband contracts would be subject to mid-contract price increase.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
refund window: 30 days — meanwhile 11 reviewers in our census window reported refund delays.
“If you’ve had your device or accessory for 30 days or less and our troubleshooter has found that there’s a fault, you can continue to arrange a return or exchange online”
refund window: cost if accidental damage/misuse — meanwhile 11 reviewers in our census window reported refund delays.
“Your repair will probably incur a cost if the issue with your device or accessory is due to accidental damage or misuse – or if it isn’t covered by a warranty or your statutory rights.”
refund window: free standard postage — meanwhile 11 reviewers in our census window reported refund delays.
“It won’t cost you anything to send, unless you choose a tracked delivery method.”
refund window: 4 days — meanwhile 11 reviewers in our census window reported refund delays.
“We’ll aim to repair and return your device or accessory within four days of receiving it.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-14.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 454 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 454 company replies to negative reviews analysed, 11% engaged with the specific problem and 88% were generic templates.
Review provenance: 592 company-invited reviews in the recent window average 4.72★, while 416 organic (uninvited) reviews average 1.57★.
45% of its 589 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 51% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 5,568 of this company’s 25,271 Trustpilot reviews (22%) were written in the last 12 months.
What are the most common complaints about O2?
Support unhelpful
236 reports · 51% of complaintsrising since 2026-09“Received a letter asking for £16 on an account that we had cancelled, saying debt collectors would be sent!!”
The company replied on 2026-07-20: “Hi Jenny, thank you for taking the time to leave a review. We're sorry to hear about your experience and understand how frustrating it must have been to make multiple calls, receive conflicting…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“Their complaint form online never works and their call centre is worse than bad.”
The company replied on 2026-08-19: “Hello Michael, Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way about the services that we offer across O2 and Virgin Media. We're keen to know more,…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I phoned about 2months ago and this was a waste of my time, a 40minute call to be told to "Just wait a few more days and things will improve"”
The company replied on 2026-08-29: “Hi Melissa, thank you for taking the time to leave us a review. We're sorry to hear that you're experiencing ongoing issues with your signal, and we'd like to know more, so we can investigate this…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Poor core service
126 reports · 27% of complaintsrising since 2026-09“Try to contact them and it’s like hitting your head against a brick wall. You won’t get anywhere”
The company replied on 2026-08-21: “Hi Mick, Thanks for taking the time to leave us a review. We're sorry to hear you've been having issues with your mobile signal recently. We can certainly understand the frustration with this being…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Unreliable, underinvested, slow network - welcome to O2.”
The company replied on 2026-08-19: “Hi JM, sorry to hear about your network issues in the BB18 area and that it's not meeting your expectations. We’d like to help take a look to see if there are any issues in your area, but can’t on…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I phoned about 2months ago and this was a waste of my time, a 40minute call to be told to "Just wait a few more days and things will improve"”
The company replied on 2026-08-29: “Hi Melissa, thank you for taking the time to leave us a review. We're sorry to hear that you're experiencing ongoing issues with your signal, and we'd like to know more, so we can investigate this…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
79 reports · 17% of complaintssteady“Try to contact them and it’s like hitting your head against a brick wall. You won’t get anywhere”
The company replied on 2026-08-21: “Hi Mick, Thanks for taking the time to leave us a review. We're sorry to hear you've been having issues with your mobile signal recently. We can certainly understand the frustration with this being…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Their complaint form online never works and their call centre is worse than bad.”
The company replied on 2026-08-19: “Hello Michael, Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way about the services that we offer across O2 and Virgin Media. We're keen to know more,…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“THREE MONTHS LATER and they're still taking money from my account for a contract I cancelled properly and on time.”
The company replied on 2026-08-19: “Hi Andy, Thank you for taking the time to leave a review. We're sorry to hear about your experience. We understand how frustrating it must be to have cancelled within the cooling-off period and then…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Account/app problems
76 reports · 16% of complaintssteady“Signal gets worse day upon day & you can't even login to their fantasy page now they've joined with virgin.”
The company replied on 2026-08-22: “Hi Ashley Thank you for taking the time to leave us a review. We're sorry to hear that you've been experiencing issues with your mobile signal recently and appreciate how frustrating this can be. To…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Three months and still no Direct Debit set up”
The company replied on 2026-08-19: “Thank you for your feedback Attila, we're sorry to hear about the difficulties you've experienced setting up your Direct Debit and understand how frustrating it must be to still be dealing with this…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“impossible to get through on the phone number”
The company replied on 2026-09-10: “Hi Emma, Thank you for taking the time to leave a review. We're sorry to hear about your experience. We understand how frustrating it must have been to try to cancel an iPad account after reaching…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
59 reports · 13% of complaintsfalling“Received a letter asking for £16 on an account that we had cancelled, saying debt collectors would be sent!!”
The company replied on 2026-07-20: “Hi Jenny, thank you for taking the time to leave a review. We're sorry to hear about your experience and understand how frustrating it must have been to make multiple calls, receive conflicting…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“THREE MONTHS LATER and they're still taking money from my account for a contract I cancelled properly and on time.”
The company replied on 2026-08-19: “Hi Andy, Thank you for taking the time to leave a review. We're sorry to hear about your experience. We understand how frustrating it must be to have cancelled within the cooling-off period and then…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Impossible to contact anyone at 19.30 on a Saturday night.”
The company replied on 2026-08-09: “Hi John, thank you for taking the time to leave us a review. We're sorry to hear that yours and your family's service has been cut, and we apologise for any inconvenience caused by this. We'd like to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
37 reports · 8% of complaintsrising since 2026-09“asking for an early release from our business contract”
The company replied on 2026-08-17: “Thank you for taking the time to share your feedback Philip, and we're sorry to hear about the coverage and contract issues. We never want our customers to feel unsupported, and I'm sorry that this…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“over charging us by roughly £300.00”
The company replied on 2026-08-17: “Thank you for taking the time to share your feedback James and we're sorry to hear about the billing issues and interruptions to your service. This is clearly not the experience we want for our…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Most annoying is the fair offer available to new customers isnt available to existing customers so I'm now looking to move.”
The company replied on 2026-07-29: “Thanks for sharing your experience Taffy. While it's great to hear that you've found the network reliable, we're sorry to learn that you feel you're no longer receiving good value as a long-standing…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Compare O2 with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.