O2 recensioni

O2 recensioni

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Awful

Have you ever heard of it taking 27 days to quote a phone repair? And, wait, how about no discount on the repair? Me neither. Thanks O2, been to your store on High Street Kensington now, and I'm still waiting for that quote...you say I'll hear about it tomorrow, haven't I heard that promise before...
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Default contract 10 times more per minute than what they offer when you threaten to leave.

I bought an iPhone 4 and paid £21.60 / month for a 24 month contract and 100 minutes / month. After 24 months when I have paid off the phone the tariff stays the same.

I checked the competition - talk mobile will offer £10 / month for 500 minutes / month other items are the same (texts, Internet).

So on asking O2 for a PAC code I am offered £11/month for 500 minutes- something they would not offer in the local O2 shop.

They are happy for me to pay ten times as much per minute as their bottom line offer. I think that is outrageous. O2 just say its the same as everyone else and can't see the problem

I foolishly accepted the £11/month offer, to find that they implemented £14/month and I need another chat session to get what they already agreed.

I also received a replacement SIM, which after a confusing chat dialogue eventually I am told I do not need.
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It is better to avoid for peace of mind

Trust me, you will face a very bad customer service experience if you decide to leave O2! You can search in web and find that I am not the only one who faced this kind of experience. I am hoping that this review will help few people out there.

If you decide to call them to end the contract, you will have to wait hours( believe me, not minutes ).
While waiting in the queue, I waited for a very long time, then without disconnecting the call I walked to the nearest Tesco which is 15 mints walk from my home and returned. No one picked the call even after returning back home.
Finally I gave up and chose to chat the next day.

Chat: I am copy pasting the Start and End timings from the Chat Transcript:
Chat start time Jan 29, 2014 2:18:57 PM EST
Chat end time Jan 29, 2014 3:00:33 PM EST
41 min of my time to cancel a mobile phone contract! ( I am spending time for writing this review, so few people out there can save some time! )

My contract ended on 24th Feb 2013. On Mar 10th. they took money from my bank account as if nothing has happened.
I contacted them on chat again. I was told they have already processed the amount.

I waited for 3 weeks and today I chatted with them again. I have copy pasted the important lines from the chat window:

Welcome to O2. Someone will be with you soon.
You're through to Manoj.B
Manoj.B: at 20:09:50
Hello, it's Manoj.B here. What can I do for you?
Pradeep Vijayan: Hi Manoj, This is the second time I am contacting your customer service. I closed the contract on 24th of Feb, but still O2 took 21.99 from my bank account. I was told that the amount is processed when I contacted few weeks back. But the amount has not reached my account yet. It is a shame that you are holding back that amount
Manoj.B: Oh okay, I'll check and help you with the details.
Pradeep Vijayan: The amount was taken on 10-03-2013
................
Manoj.B: Pradeep, I see that the amount was transferred on 20th March.
Manoj.B: If you have not received the amount please can you fax the bank statement from 20th to 25th March.
Pradeep Vijayan: Do you have a reference number for the payment you have made so I can check with the bank?
Pradeep Vijayan: Also are you going to give me to which number I should fax and what reference number and name i should provide in that?
Manoj.B: Sure.
Manoj.B: Please give me a minute.
Manoj.B: Your can fax the details ...
...............
Pradeep Vijayan: Do you have a reference number for the payment you have made
Pradeep Vijayan: Just curious why it did not go through
Pradeep Vijayan: Thanks for the fax details
Manoj.B: at 20:28:33
Alright.
Manoj.B: at 20:28:39
You're welcome.
Manoj.B: at 20:28:39
Thanks for chatting.
Manoj.B: at 20:28:39
Have a nice day and take care.
Manoj.B: at 20:28:39
Bye:-)
info: at 20:28:41
O2 has ended this chat session.

You can see how he stopped his chat. All I asked is a proof for the payment they claim that they have made. He just avoided that question and you can see how quickly he ended the chat conversation.

Don't you think I have the right to ask for the proof of payment?

There is no way you can ask him a question. Also once it is stopped, you cannot get the chat transcript via email. You will have to copy them manually from the chat window, which I have done for my own record.
You can imagine how you will feel if you are in my position.

They decide the rule. They will take money when ever they want. If you are monitoring your bank transactions and fight for your money, you will (hopefully) get it. Is that how it works everywhere?

What you can do probably is towards end of your contract, cancel your direct debit.
But if you want to keep your number, you will still have to go through the pain of interacting the O2 customer relations department somehow.
Don't be their dog!
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Awful experience.... Leaving O2 today

I moved to O2 after 20 years with orange (yes, my first phone was a big one!) two years ago. At the time I was really impressed with their customer service. I have an iPhone 3 and my daughter a Samsung cheapie. Friday our two year contract was up, and I decided to look for the best deal for iPhone 4, intending to get one each. The best deal to be had was with orange, cheaper than Im paying at the moment by a few quid. So I decided to go to live chat.....to see if O2 could compete. A tedious 1 hr and 15 mins later, I accepted a reasonable deal (although iPhone 4 and moto G). Therein followed a whole day of problems trying to activate...I then discovered how the online chat deal with a problem they can't solve...they pull the plug...'hold that thought, you're not connected yet' over..and over again. This happened with several different agents throughout the day. The phone service wasn't any better. So I walked into Tesco's...fuming....and bought two phones and contracts, better deal, and will be getting my PAC number this morning. What has happened? Unbelievably poor customer service, a whole day wasted, never again with O2!
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They lie to make a sale and then dont provide a service

My needs, in fairness, are never straightforwards. I have several O2 monthly contracts and the users of the phones (all family members) don't necessarily have the tariff which goes with the phone. It's time for an upgrade so I upgrade contract "A" and get a new phone, to be used with SIM card "B". Not a problem says the man in the shop, and as I have done this many, many times before I was not at all concerned.

That was yesterday. This morning, mid call my phone stops working. Seems the new SIM card has been activated and the current one de-activated and, to cut a one hour conversation with O2 short, this cannot be rectified. I cant use the new SIM card in my phone as it doesn't fit and whilst the new phone is ideal for my wife, it is not suitable for me (don't ask!).

Not only was I lied to by the sales staff, customer service was obtuse and unhelpful. The store refused to even listen to the issue and reminded me that I had been sold to, so that was that. I have now served written notice of intended legal action and I really do have better things to do than take O2 to court. Last time I had a problem they settledd out of court the day before the hearing. let's see what happens now.
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CRAP - You're better off going with O2's sister company giffgaff

After 5 years of hiccups with endless issues and rubbish customer service (Not a nice people to talk to) I have managed to get my pac code and quit.

I think no star rating should be option for these kind of service.. also very expensive if you compare it to other networks.

I'm on giffgaff now and I'm paying less than half (YES LESS THAN HALF!!) of what I was when on O2 for a much better service! You will be robbed if you go onto O2.

This site has an offer on at the moment which gives you £5 free top-up when you join giffgaff, you can thank me later ;) http://giffgaffoffer.webs.com/
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I have been mislead and now have a contract and no signal

I have been an O2 customer for many years and have always said they have the best customer service but now they have been totally unreasonable.

I took out a 24 month contract with a Samsung Galaxy S4 Mini for my girlfriend last November. We took out this contract about 2 months before moving into our new home. Our main reason for taking the contract out with O2 was they stated on their website I should expect a good 2G signal indoors and we needed a signal at home as my girlfriend is pregnant and needs to be in contact. I knew the area could be bad for signal but 5 bars of 2G indoors meant I could make calls and use text messages with no problems.

On moving in we found there was no signal on the phone in the house or outside the house unless we walked 200 meters up the road where we could obtain a good 2G signal.

I have jumped through lots of hoops by updating my phones software, changing my SIM, trying ouy O2s TUGO software (the worst piece of software ever created) and set my network settings to 2g only. None of these changes made any difference,

I am now being told that O2 cannot guarantee a phone signal anywhere due to geographical features and buildings. If this is the case why do O2 have a website with a coverage checker? I checked the area for coverage and on these results took out my contract but it seems that O2 can put whatever they like on this coverage checker as they "cannot guarantee a service anywhere"

I am now at a complete stalemate with O2. They say that they cannot help me any further and I am still tied into my 24 month contract as I can receive a signal in areas other than my home.

My next step is to contact the ombudsmen to hopefully find some resoloution
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not even with them, and I can't stand them

My parents are with O2 and I can't stand them, i've been trying to sort my parents phone bills and internet and there customer service is so disgusting I could cry.
NOBODY gives two hoots about you, everything is "i can't do that because of the red tape" I can't do that either, again more red tape".
whats the point in O2 customer service, they can't helo you with anything.
I've been with T-MOBILE for 11 years, there is a reason why i've stuck with them.
Customer service is awesome.. so flexible and seem like they put the customers needs first.
I will NEVER use O2..
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02 REALLY DESERVE A MINUS STAR.

02 since the parent Company Telefonica lost billions in Europe, 02 in the UK has gone from bad to worse. Apart from poor reception in some areas, Customer Service people programmed with same spiels. known far and wide as 'The brush off.' Now their second attempt at a wallet card ended abruptly with little warning, leave those on a level one system £800 limit with money on their card they cannot spend on the promise they will get a cheque in the mail, or they suggest they will give it to a charity. Originally you had to ask for a card, no ID required. Then, suddenly without telling anyone they changed the goal posts. And now, at the last minute minute they changed their rules and want ID sent to them to upgrade. That was NOT the original deal. However, as they close on the 31st March, this coming Monday. It gives no one a chance to even do that in the mail, but then they suggest people give what's left over from their hard earned money that THEY deposited on this card in good faith to give it to a charity they name. Not one you choose. I hope charity doesn't begin at home as the only Charity they say the only charity can be 'Think Big' and on checking it out that it is an 02 formed Charity? What a damn cheek. A planned scam? I hope not. It will mean legal action by millions. Anyone who uses this service again and I know dozens who will not is crazy. They charge more than anyone else, they customer service is abruptness personified, so why would anyone bother. Read the other reviews, most are spot on.
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o2 Wont give me my money back !

o2 (Mobile Contract) took about £85 from my account after the contract has been finished!!! Absolute Rubbish Customer Service. I STILL WAITING FOR MY MONEY !!! I had to speak to FIVE people ! RUBBISH SERVICE AND SUPPORT !
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Terrible provider. Do NOT go with O2!

I bought an iPhone 5s from O2. My first problem was that they sent the phone to the wrong address. Following this, the iPhone I did receive was faulty, and kept turning itself off once the battery dropped below 75%.

When I requested swapping this in store they told me I could not, and I could only request a doorstop exchange. I agreed, however they then told me the time frame for delivery was between 8am and 8pm. There was no way I could stay at home for this time period as I have to work. I also require my phone at work. When I told them this option was not convenient, they said they had provided me with opportunity to replace my phone, and I was causing the problem of not getting it exchanged.

Furthermore, throughout the problems with my phone I had called customer services on more than one occasion. Each time the O2 employee I spoke to was polite, however they did not do what they said they were doing - for example, after my phone was delivered to the wrong address initially, I called them up to ensure they had my correct address. The O2 employee had filled in my address incorrectly the first time. After correcting my address with them they sent the phone out again. This time I received a phone call from the courier to tell me when they were going to deliver my phone - O2 had again provided them with the incorrect address, and despite telling me they had corrected it on system, they had not!

I have found the customer services, and especially the Complaints Review Services to be very obstructive in their solutions. They do not offer options, just 1 "solution". If their "solution" does not work with you, then that is because you as the customer are creating the problem.

I would not recommend O2 to anyone. Their signal is terrible (friends on all other providers get better signal than I do), and their customer services and Complaints Review Service only create more problems and keep you on hold for a long period of time!

Go with any other provider. Just not O2!
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Con artists

I have been with 02 ever since i have had a mobile 13yrs 2 yr 9mth ago i went on a contract £23,00 a mth, I soon learnt the 3g phone i had had no reception in Ickham, so I duly waited my contract time 2yrs and then went to them to close the account and go on pay as you go. the man in Canterbury said i could go on a mth to mth roll over and leave the contract any day i wanted when i decided which ph/deal i wanted .I signed the escape paperwork BUT when i went in 2 week ago I was told I signed a years contract and had to pay to leave. SHAME ON THEM,
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customer service

o2 used be good network around 2012 there go down the hill, customer service are rude,price is lot,only good thing is they website, they dont care about your feedback, they need get new voiceover same old woman all the time it is board now, the bill is hight all the time
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Helpful Staff, Unhelpful Company

Have been dealing with o2 for about 7-8 years. Only in the last 2 years have I come across any major problems.

They had put me onto a business contract (despite being a consumer) for a Blackberry phone. Once my contract had expired, they contacted me for an upgrade. We agreed that I'd go onto a consumer contract with the Iphone 4s. Still have a business contract, and after contacting them over 10+ times they still won't change me over without charging. Despite being mis-sold. They refuse blame as it's through a franchise.

So now I have to wait for my contract to expire fully, and sign up a new contract (consumer).

Other than this though, I haven't had any issues.
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7 years and very happy, don't see where everyone else is struggling

I have been using O2 for over 7 years now. I have contracts for myself, wife and children with them. The customer service is always spot on. You actually speak to a person not just someone reading a script. The online chat advisors are all very competent and know their stuff. The deals are ok and when I haven't been happy (upgraded to a Nokia once which was s***) they swapped it, cancelled the contract I had taken out no quibble and I just started again with a different phone. Yes you will probably get more minutes on another provider, but I have used Orange and Vodafone in the past. I also worked for Vodafone for 4 years and I know the industry well. O2 are excellent at what they do. Plus their network is built on what used to be BT Cellnet as a result the call quality is excellent. I have a Vodafone as my work phone, in poor signal areas (I live in Devon so we have many of these) My O2 phone still has a reception long after Vodafone loses it's signal. Even on remote parts of Dartmoor!
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Rude staff at the call centre, poor web chat experience, time to say goodbye! Not even worth 1 star!

Rude and frustrating experience of customer service

Two years ago, I was about to leave as had had poor customer service, they managed to put together a good deal and new handset and I did not have the hassles of changing network getting PAC code etc.

I out a 24 month contract on a Samsung Galaxy SII, during contract I tried to contact customer services a few times issue with picture messages used to be free (only 5 a month but nice to use every now and again) apparently I lost these when I upgraded - no one told me - they credited as goodwill to cover a couple a month but not the point it took 3 web chats and over 4 hours to query this (it happened 2 years ago and can still remember it - I even took screen shots of what was included in the all rounder data and mms package - the same one I was on and the same one that at the time was on their website). No tough luck according to customer services when I upgraded I went onto the new all rounder. I was also given the excuse loosing the free mms messages was in my terms and conditions sent to me when I upgraded - great except the only Ts and Cs I have are the ones I got in 2009 with my first contract with them! Another fob off cop out or what ever else you would like to call it.

Various other billing issues, premium short codes, etc - all things I was billed for and did not use - there is only me in the house only me with access to the phone and I have never used txt short codes for ringtones or weather services or any other reasons according to O2 I must have ....... almost as if they were accusing me of lying ......

Other issues with the handset a 24 month contract has seen the handset functions limp along to the end of the contract - screen freezing, no words when trying to type a txt call logs stuck on display unable to connect with any great success whilst sat next to a Wifi router in the house!

I could end contract early, but this would cost me my remaining line rental (I am well aware of this thank you - but the adviser felt the need to tell me three times - patronising me further by advising me in broken English "I not hear you so good" - I advised this could be due to the lack of reception and could she call me on the home number ..... Not likely as the response was a sarcastic 'unfortunate not as we are not able in making outbound call'

I carried on with the awful connection - requesting my PAC code again (I requested it 6 times in one phone call - requested it was texted to me as thought this would be system generated as I did not trust her to give me a PAC code verbally which would work. I also mentioned possible staying with them and taking the number to PAYGO, the adviser was not interested in explaining this to me insisting she could not hear me - she became very defensive when asked for her name and which call centre she was in refusing to give anything other than her first name. She then said that I was shouting at her (remember through out the call it was her who kept saying she could not hear me) and uttered two words call release and abracadabra my call finished and the connection to O2 vanished. She must have been some kind of magician. Customer service in conclusion less than pretty awful.

I decided to try web chat to resolve complain about the abysmal service. I explained to them my issue. I had had awful customer service and wished to make a complaint and check that the PAC code had been requested. The customer service advisor on the other end then proceeded to ask me to wait two minutes while they checked the account - apparently he can see the issue in my area with regards to the coverage - ok thanks but not what I actually asked - he eventually acknowledged that the service I had rec'd was below what O2 would expect but spent the duration of the web chat trying to sell same nonsense "deals" and I quote O2 adviser. " I hope you'll reconsider changing your network provider. You're a valued customer, and I'm sorry for any previous problems you've experienced with our service. We always aim to exceed our customer’s expectations in all areas of our service, I hope we will exceed your expectations in the future. "

The next part of the chat follows as to my exclusive deal which was of little use to me as I am a low user.
O2: I can offer you an iPhone 5c 16 GB on total line rental of £33.00 ( £13 for airtime + £20 for phone plan). There will be one off cost of £9.99 for the handset but I'll invalidate this.
O2: The contract term will be 24 months.
Me: thats nearly double my current monthly cost!
O2: You'll get 500 Minutes to any network, Unlimited text, 500MB data with unlimited O2 WiFi.
Me: But I am a very low user this plan is far too high in use I use maybe 100mins month and 100mb of data
O2: I'll also add a loyalty discount of £3 on your airtime for next 24 months, this will bring down the total line rental to £30
O2: This is refresh deal, the best part about this deal is you can pay the remaining phone plan and upgrade to new contract anytime.

We tried a cheaper handset and got to a better deal
O2: I can offer you Nokia 625, for total line rental of £14( £8 for airtime+ £6 for phone plan). The contract term will be for 24 months. There will be one of cost for handset for £29.99.

But .........
I have no idea what was included in the calling plan as once he had offered the fantastic deal on a nokia 625 the web chat disconnected! Can't say I am surprised.

I am now shopping around armed with my PAC code and the best deal for me will see me move network and be very very very happy to see the back of O2.

I am very glad to be leaving this awful network, but their rude, incompetent and downright patronising customer service has left me with a bitter end to 5 years worth of loyal custom. Thankfully I have an email transcript of my chat with their customer service, otherwise will have no come back when they charge me more than expected on my final bill. If you value your time, sanity and money do not, I repeat do not sign up to anything with O2 - if you already have then you have my deepest sympathy and heart felt condolences.
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Rude condescending customer service

I have finally had it up to here with them. Two years ago, i took out a 24 month contract on a Samsung Galaxy SII, everything was great and i had no problems with them. Got a great deal at £21 per month. As with most phone companies you are given an option to upgrade. You could upgrade early, but this would cost you and the "deals" you were offered were pretty awful. I decided to wait until my full upgrade date to get a decent deal on a full upgrade and hopefully keep my contract. Instead when the date arrived, all the great deals i was promised were suddenly gone and i was left with their incredibly expensive refresh tariff. The cheapest deal i could get was £42 a month, twice was i was already paying.

I decided to contact o2 through their customer support, and explained to them my issue. The customer service advisor on the other end then proceeded to read of the same nonsense "deals" as above acting like they had done me a favour and pulled some strings.

In the end i had to transfer to a sim only 30 day rolling contract on my current phone which barely works any more while i figured out what to do.

This week i decided to take action and shop around a bit since o2 clearly didn't want my business. I found a brilliant deal with EE, 2GB of data, unlimited texts and minutes, and a free Samsung Galaxy Note 3. For £30 per month. I placed my order and today my phone arrived and was set up and working within minutes.

Because i use my phone for business i wanted to keep the same number so i got in touch with o2 to obtain my Port Authorisation Code or PAC. This is where things got very strange. Not in a good way. I explained what i needed and i was eventually passed to the correct department to handle the case. I then had to explain everything again to the new person. After again asking for my PAC i was asked what deal i had been offered to make me leave o2. I explained about the deal i had got with EE, and the CS Advisor said she would see if they could match the deal. Out of pure curiosity i decided to let her try. Mainly because i wanted to see if they suddenly had a deal that they were refusing to give before. She came back with a deal with unlimited texts and minutes, just like EE's deal, but only 500MB of data, for £38 a month and said that it was the best deal they had. As i was writing a response to this to say thanks but no thanks and to please have my PAC, she came out with some things that left me in disbelief. She told me that over the past two months my average data usage had been 28MB (This was because since i had switched to a rolling contract, my mobile data had failed to work properly, they had done nothing to fix that but that is another issue). She then said that 500MB was more than enough for me and that 2GB was a waste. (How dare they tell me what i do or do not want). I then made the logical point in return by pointing out that even if 2GB was more than i would use in a month, why on earth would i take a deal that would cost me £8 more each month to have 4x less data. It would make no sense whatsoever. I then asked once again for my PAC after feeling somewhat insulted by their condescending remarks and need to tell me what i do or do not need or want. As if i am some kind of idiot.

Once again my request for a PAC was ignored and i was then told in somewhat broken English once again that "You don't need so much of data 500MB ois more than enough". Followed by being told that they are worth £8 more each month because they are the number 1 service provider and i could trust them. o2 think i should pay an extra £192 over the course of my contract for a worse deal, simply for the privilege of being with o2. I've never heard such arrogance. After rebuffing these ridiculous remarks, i asked for my PAC again, and this time i was begrudgingly given one. After only 45 minutes, for something that should have taken 5 at the most.

I am very glad to be off of this terrible network, but their rude, arrogant and downright condescending customer service has left me with a terrible taste in my mouth. Thankfully i requested a transcript of my chat with their customer service, otherwise i'm not sure i would believe this was real. Avoid, like the plague.
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incompetent

02 admitted that due to a member of staffs negligence o2 travel had not been added to my account causing me to run up a high bill. After several calls to o2 I was told that a request for a refund had been applied for to the sum of 127.00pound. When the full bill amount was taken from my bank and I phoned o2 I was told that they had since decided that I was only going to be refunded 27pound. No one thought I wss importsnt enough to be informed of this. I phoned o2 again and asked why and when I would ger even 27pound back and was told it has to come out of my next bill and cant be put back into my bank . So o2... you can wrongly take money from peoples bank accounts but your not to good at putting it back. I call that disgraceful and I think trading standards should be informed...
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Why is media messaging so difficult ?

Trying to pick up media messaging from 02 is near impossible. . Life is too short for this nonsense. We can put a man on the moon blah blah.
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Poor at fixing a fault ...

For some time now the service where I live has been intermittent at best. With ever increasing frequency I cannot make or receive calls nor send and receive text messages. When I notice the lack of service, the status page duly says(*) that there is a fault but they don't appear to be achieving a permanent fix.

(* I am grateful that they do update the status so that I can see what is going on, but I would still like a better service)

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