General Discussions & Feedback

Community platform bugs, issues and suggestions

Hey everyone, This topic is a place where we will keep the community updated about the status of any issues or bugs affecting the community platform that we are aware of and have reported. We will keep an up to date tracker of what the issue is, when...

Guide Updates

GUIDE UPDATESRecent discussions HERE about locking guides a week or so after they were posted, resulted in an agreement to have a section where all of us could ask for a guide to be updated if we felt it necessary. So I'll start it off. The first gui...

O2 Customer Service/Live Chat positive feedback archive!

Hey everyone, Whilst the O2 Community is a place where members can come to ask for help and raise legitimate complaints we also see a large number of posts where Customer Services, Live Chat or an O2 store has done such a good job that people take th...

Hopeless and infuriating customer service

I negotiated a new contract on the live chat feature last week but couldn't complete it as I had to go out, so was given a reference number to be able to access it again when I called back. When I did so today, I was told the contract would be £6 mor...

Disney+ Subscription disappeared

Hi - when I upgraded my device last month I was offered 6 free months of Disney+ which I chose as my free add-on. I have only had the service for a few days and now the app is asking me to pay £7.99 a month and saying my subscription is invalid. I al...

Called 4 times from a number in Leicester

Why are you calling me? I can't understand the agent, just contact me via email

Amazing customer service

I'm generally not one to post or leave feedback, but on this occassion, it felt fitting. The gentleman I spoke to was named Shannon. He was more than helpful throughout the call, where he helped me to make an informed choice based on the options whic...

Difficulty applying free 6 months of Disney+ to preexisting account.

Hi, I’m not sure if it’s because I bought my original subscription through iTunes but it seems to be impossible to properly redeem my 6 months free Disney plus offer. After selecting the offer, I received an email, I clicked on the link in the email ...

Screen repair

Hi all! I’ve just managed to crack the screen on my Samsung s20. No insurance. The crack doesn’t bother me but the top part of my phone won’t work! Has anyone had a repair through o2 and how much did it cost?

5G Sim - swap not worked for the second time... any ideas?

Hi I got my new iPhone12 Max pro and inserted my new 5G sim, managed to activate it (as my old sim was in my old phone) but then never received any signal on either phone after that. I phoned customer services, they checked something (not sure what) ...

O2 Insure - bad experience dont know who to go to for help

Hi, I have recently got a crack in my phone screen, very small could have lived with it. Know now I should have done. Or fixed it myself. Anyway did a claim, when I finally got the label to send it back after several phone calls, phone arrived. Admin...

How do O2 go about ascertaining where to put a 5G mast

Any idea as to what datasets they use to choose a specific location? Is there anything existing customers can do to encourage an installation nearby? Sorry if a dumb question LOL!

Bad customer service

Well I think after yesterday's experience with customer service O2 need to look at the way to do it.After nearly three hours on the phone, being pushed from one department to another, and being cut off three times and did they ring me back did they h...