O2 mobile review
How good is O2? 2020 Which? mobile networks satisfaction survey
Before signing up for a new phone deal, read our review of O2 to see how it scored in our annual mobile network customer survey.
We spoke to more than 4,000 real customers from 13 of the biggest phone providers including EE, O2, Vodafone and Three. They told us exactly what they thought of their phone company, from the customer service on offer to the value for money they get.
In this in-depth review of O2 mobile, we'll:
- give you a full breakdown of how its customers rated it for key factors, including customer service, value for money and incentives.
- report quotes from real O2 mobile customers on their experiences.
- tell you whether it's a Which? Recommended Provider.
|O2 customer satisfaction survey results|
|Recommended Provider||Customer service||Ease of contacting||Value for money||Incentives||Customer score|
How good is O2's mobile coverage?
O2 has its own network and offers 2G, 3G, 4G and, more recently, 5G coverage.
In our latest analysis of 4G phone coverage, performed in conjunction with coverage experts RootMetrics, we found that O2 had the weakest overall performance.
You can check coverage where you live by using our free interactive . Simply enter your postcode into the map and it will tell you how good O2's signal is in your area, as well as comparing it with the other providers.
O2's deals and incentives
O2 splits its pay-monthly 'Refresh' packages so you'll actually be signed up for two deals – one for your minutes, texts and data (the airtime plan) and one for the cost of your phone handset (the phone plan).
Once you've paid for a handset (at the end of your contract), your bill is automatically reduced. In contrast, most other providers will keep you on a higher tariff until you tell them to switch, even when you've paid off your phone – a practice we don't think is fair. Refresh also lets you easily upgrade to another phone by simply paying off the balance owed on your existing handset.
O2 charges 30p/minute, 15p/text and £1/50MB for its pay-as-you-go (PAYG) deals. You can also buy bundles – for example, paying £15/month for 6GB data and unlimited minutes and texts.
O2 is also known for offering perks, including O2 Priority. This gives customers access to a range of offers, including pre-sale tickets. There is also the O2 Rewards scheme for PAYG customers, which gives you back up to 10% of your quarterly spend on credit.
O2 is one of the UK's biggest mobile phone providers and has hundreds of high street stores, many of which offer technical support from the company's 'O2 Gurus'.
Complaints about O2
Telecoms regulator Ofcom regularly publishes information on the number of complaints it gets about the main mobile providers.
In its latest report, covering the third quarter of 2019 (July to September), O2 generated a very low level of complaints – three per 100,000. While it can't quite match Tesco Mobile's rate (one per 100,000 customers), it's below the level of complaints generated by Vodafone and Virgin Mobile (seven per 100,000).