I have just moved my phone to 02 on a business contract and they have given me a dedicated business number to phone. The problem is every time I phone it I am told by an automated message that the number 8002 is only for business customers and then I am cut off.

I can get through either by withholding my called ID or phoning the consumer number, waiting for someone to answer then asking to be transferred.

The problem is when I get through I am told that there is absolutely nothing wrong with the system and everything is set up correctly. Are you sure you are phoning the rights number? I am asked… They think it is something I am doing. Arghhhh.

{ 52 comments… read them below or add one }

JSB November 9, 2009 at 6:11 pm

What is the numer for O2 customer service?


Tony November 9, 2009 at 7:09 pm


The number for 02 business customers is 8002 and 202 for consumers.



peter fraser May 21, 2014 at 11:48 pm

Both numbers are void. 02 At it’s best.


Mitch November 10, 2009 at 12:20 am

Do you happen to know the address for O2 for sending in complaint letters? Sorry I have looked on their site but can’t find it.


Christopher Marson November 26, 2009 at 11:00 pm

Mitch, O2 Customers complaints are at:

O2 Complaint Review Service
PO BOX 302

You can email it to complaintreviewservice@o2.com

or fax it to 0113 388 1153

Please include the following information:
•Your name and address
•Your mobile and account numbers
•A daytime contact number
•A suggestion of what you’d like us to do to put things right

If they don’t help you, write to…

PO Box 730

Phone: 0845 050 1614
Textphone: 0845 051 1513
Email: enquiries@otelo.org.uk

However don’t expect a quick reply, it usually takes around 12 weeks before O2 even look at a complaint…seriously….



mark pattison January 26, 2010 at 5:26 pm

i tryed loading basshunters every morning and all i got was a 15 second ring tone.i phoned custormer services and they said that they would not refund my 3.50 for the ring tone as i wonted the full tune what a rip off not happy with the result off what they said how can you rip people off and then expect people to stop with o2 you would think o2 would rectifiy this problem instead of ripping people off yours faithfully and not very happy m pattison


karen jennings April 10, 2010 at 12:24 pm

i,ve been with 02 for nearly 10 years now and why is it with the 02 surprises is a con? you advitise you could win wii concoles and many others when we top up £15 or more on gold, but only get crap free voicemail and £5 free vouchers plus sumless things


li August 31, 2010 at 10:50 pm

YES I ALSO GET CRAP PRIZES. TONIGHT PLAYED O2 SILVER SURPRISES and every prize aws50 % off all texts for one week, but I get free texts anyway so what a rip off!


David March 8, 2011 at 3:08 am

Yes, it is usually things you already have on the 02 surprises, such as free calls to other 02 numbers. If it’s not that, it is something you have to pay for, such as the “free” graze box offer which can be found many places online without having to buy a topup, so it is, esssentially, a non-offer. It can be had elsewhere without the price of a topup. Since 02 partnered with Graze, they have made most of their surprises not cost them a single penny, and not worth the hassle.

sarah flavell June 12, 2011 at 9:18 pm

ya i think its a con as well because you dont get good surprizes like they say you do all iv had is 2 for 1 offers thats rubbish theres no point sending the code through


Eddie May 20, 2010 at 1:26 pm

I have been an 02 customer for many years. In February I received a letter and Text advising me that I would no longer receive paper Bills but internet ones unless I contact them and request that I still need paper billing.
I work for an International company an they insist not only on the cover sheet with VAT number but also the itemized part. So I called 02 to advise that I still need the paper bills. No problem I was told. Well despite 20 – 30 phone calls and endless promises I still have not received one since February. The real problem for me is that I am unable to close down each months expenses and am now owed by my company over £4,700.00.
There is no one who has any power to escalate the issue despite this being a world leading communications company its impossible to communicate with them and expect any degree of satisfaction.
I wonder if Vodaphone can help me?
Eddie (poor, skint, potless)


caro September 16, 2010 at 5:47 pm

Is there an option online to print off you bills?


Eileen Armstrong January 20, 2011 at 1:16 pm

I have topped up £30 with O2 since the new year and have had no luck with 3 codes to claim sliver surprises.
This is disapointing, as a consequence I am considering moving to another network, I did not have a problem when
I topped £15 and recieved gold surprises.


Mrs Diana Adams January 21, 2011 at 2:03 pm

I got my £10 top-up on thursday 20th as i have to top-up before the 24th, so i get my text new balance through, then i get my text to get the o2 code for silver top-up.
Great all go, then i get a text telling me to top-up before the 24th. i get my top-up i have won 30 minutes free call time to use thursday & friday .
Again great so i call my son for 20 minutes, then my phone beeps o2 have charged me for the call and any text messages i have used. My balance went from £21 to £13. I THINK I NEED A REFUND OR CHANGE FROM o2.


peter van dyk February 8, 2011 at 7:55 pm

the 02 gold surprises are absolutley useless, you are offered a free gift for topping up, yet when you go to collect (graze box) you are asked for your credit card details even though the first box is supposed to be free, they will not let you have your surprise unless you give them your credit card details, dont want to buy ,just wanred my surprise has promised, what a waste of time, bring back free calls or something use full.


janet van dyk February 8, 2011 at 7:58 pm

just got another gold surprise, complete wast of time, all useless surprises, why cant we have free calls or texts, or at least some thing we can use.


tracey wharton March 14, 2011 at 12:02 am

i claimed my silver suprise which was 30 mins free calls soi called a friend and 02 took all my minutes i am totaly discusted i cant afford to put more than £10 per month in so i make it last the month and ive found reading these it happens a lot i am not a happy customer!!!


Robert Brooks April 8, 2011 at 7:27 am

(Play Along), O2 CUSTOMER SERVICE; ALL YOU NEED TO KNOW ABOUT THERE SCAM !!!!!!!!!!!!!!!! I am an O2 Contract User, To Contact O2 customer support it will cost me 20.5p per miniute, (For an Automated system), thats if you want to make a payment, Finally After 11 minutes and a £10.50 charge I actually get through to someone that can listen to my problem, that’s after listening about there local football team and the whether, they then asked for my security code, date of birth, house number and phone number, then I told them my problem, which they gave me a whole load of options and questions, (sales pitch), which I answered straight away with the answer NO, they then gave me some tips on how to resolve my problem, I asked them what would help me, they gave me a straight out answer, So after 33 minutes and a £31.50 charge to add to my bill, I got the answer I already knew I would get, I should have spoken to a brick wall, If there’s anything I’ve learnt about O2’s trained customer service team, it has to be that they are Extremely polite, Friendly, patient and know exactly what to say about there products, but my god they talk rubbish when you want a direct answer, so here’s my advice to you guys, “As soon as you get through to a person, just say you will buy all of there products after they answer your question, (it would probably be cheaper than what I paid), and they should give you a straight answer, (no need to listen to there sales pitch, just hang up), should save you a few ££ “


Patrick Kennedy May 5, 2011 at 6:35 pm

I am an o2 customer who never fails to top up £15.00 every month, I have occasion to cross the invisable land border between NI and ROI. I have a home in both areas. At home in NI. my credit builds to over £70.00 pounds at times but still I top up each month.
But when I cross this invisible borded I am switched on to Roaming charges and my credit disappears like crazy.
I am then paying to send and to receive all calls including calls to o2 family members. Why dont o2 value their good cousomers and as o2 exists North and South Ireland, abolish roaming charges to regular customers like us.
My family has 7 phones all on o2 PAYG and all top up min £15.00 each month, we have decided to all switch to another provider in ROI when we are there, At least that way we will only pay the new provider to send calls not to receive. A simple sim change is the answer, but it wount be 02 after this june unless o2 change their attitude to their customers.

How many others like me in the border region who never actually cross into the Republic of Ireland and who still pay Roaming charges for going within One half mile of this invisible border.
Lets here your voice and tell o2 what you think.


Patrick Kennedy May 5, 2011 at 7:03 pm

Please excuse my 3 or 4 spelling mistakes in my last, clumsy fingers and not enough sense to read before submitting.
On my last it is headed ” your comment is awaiting moderation” anybody know what this means.


nikki May 7, 2011 at 11:05 am

i was suppozed to get a simplisty sim but because i quit my job i cancelled it and i have found out 02 wwere taking money off me for it BUT i hadent even resived the sim card i foned up and told them and they said they would pay it back 2 days after that fone call the had the cheek to take more money out of my bank leaving me with a bank charge!!!!


carol anderson May 20, 2011 at 8:24 am

I am a pensioner and have been with 02 pay and go for as long as i can remember.I decided in nov to go contract it is the biggest lot of crap i have ever had to put up with when i was pay and go i used my phone 24/7 now i barely take it with me the phone. I got on cotract is still in box think you get them free with daily newspaper. I pay 50 pounds a month for me and my wife we hardly use the phones as we have free calls house phone but our bills are still 10/20 pound a month over it has now got to the stage i feel like smashing the things all i can say is i have lost all faith in 02 i will never again be with them there again it is a 2 year contract this being the con oh i forgot to say we got free x boxes this being the con i could have bought 10 x boxes for what i am paying never again.


adrew edwards May 29, 2011 at 3:33 pm

every time i top up i get the same usless prizes each time i know what i am about to get offered before i click on its guaranteed i will get two for one meals discount clothing music and sport i am 65 years old and dissabled and i would like to tell you your prizes are a load of shit


adrew edwards May 29, 2011 at 3:43 pm

every time i click onto surprises i know i am getting the same prize as i have been getting for months it is always the same 2 for 1 meals discount clothing music and sport iam 65 years old and as far as i am concerned your prizes are a load of crap not so happy old age pensioner so get the finger out and get someone to start giving us some decent gifts for all the money wee spend or you will get a lot more people like me looking for another network


sarah flavell June 12, 2011 at 9:10 pm

what is it withsilver and gold surprizes you always get the same surprize like 2 for 1offers and stuff like thats when is says you get consoles and stuff iv been wth 02 for a gd few years nw and iv nt had a gd surprize yet whys thats all iv had is a pound thats it i think its a con you dont get a disent surprize and its nt worth claiming it at all


sammy August 10, 2011 at 5:36 pm

i just sent six messages on my phone and was charged 10 pounds.how do you justfy this?


Naomi October 30, 2011 at 1:56 am

i am paying money for ‘unlimited’ messages though your only allowed a certain amount of free messages, two thousand nine hundred! This is false advertising ! i am paying for unlimited because i would like unlimited messages. Many people are still getting their unlimited and i am not, i would like mine back! This is a disgrace as i text a lot and i would like this justified or i will be taking this further !!!!!!!


chris November 7, 2011 at 3:22 pm

I’ve been with 02 many of years now and ive been robbed £7.50 of simplicity they took it off me they saying they refunded it to me but they hav’nt im leaving 02 because of this its disgrace full and they want me to top up to get simplicity again 02 have losted other 12 people now me and my family ive been with 02 for 6 years now becareful people will get robbed by them


Gordon meek December 7, 2011 at 3:17 pm

Mother in law got me a phone through O2, she had a phone from 02 at the same time.

Recently my mother in law upgraded her phone, got my bill this month which was double the normal amount.
We rang 02 and questioned the bill, it would seem that as my mother in law had upgraded her phone and was now paying more this would apply to any phone under her name not just her upgraded phone.
Wonder how many people are being ripped off this way???


charles muzondo December 23, 2011 at 12:58 am

Ii topped up my phone on the 22/12/2011 at a local 02 shop after reading your automated massage which was advising me to top up £20.00 or more before the end of 22/12/2011 and get 50 free international minutes to use by 28/12/2011.As I am a regulor customer I did that topping up but to my surprise I did not get those 50 free international minutes why .MY Mobile sim card number which I Top up is 07714990761 topped up on the 22/12/2011,soon after that topping up a massage was sent to me confirmaing that my top up has gone through and running may you please explain why not keeping your promise.


somebodyuknow February 18, 2012 at 11:28 am

Trying to get access to your O2 account can take 3 calls! they ask you 3 security questions: phone balance, your tariff and a number you call or text. I passed the first 2 but because i didn’t have a common number i text or call frequently they would not allow me access to my account! i gave one which was my brothers, it’s wasn’t a frequent one but its one i do call or text from time to time but because it wasnt a frequent one and the person from O2 refused me access. wouldnt a less frequent one be more obvious that the account belongs to me? anyway, i hung up the first time and then called back a second time, same thing happened and then on the third call the person allowed me access with the exact same answers a the first 2 calls! it obviously depends on which person you get.


andrew welsh March 15, 2012 at 7:54 pm

Try this one, 3 years ago I took out a 12 month contract with O2. 1 week into the contract, I rang O2 and asked them to transfer the contract to my sister in law. Both her and O” agreed to this, but still they kept mithering me. Every time they emailed me to bug me they would give a link to click on to resolve the problem, only thing was, they wanted information I didn’t have. Twice they contacted me back asking for info I did have (cos it was in the email they sent me) but then failed to come back to me when I gave them this information. Final straw was last year, my sister in law ordered a new phone from them, had it delivered in her name to her address and used her signature for receipt. Then decided she didn’t want it and sent it back within a couple of days (signed for postage). O2 have, without contacting anyone, engaged (or sold on to) a debt collection company and sent them my details for collecting over £600. Spent 4 hours on O2 chat to 2 different “advisors” who haven’t a clue and still got nowhere. Think it’s a trip to the local O2 store and create a scene on a busy day till it gets sorted. Words like incompetent, imbeciles, morons, con artists, thick enough to set solid, arrogant, and ignorant don’t even scratch the surface.


Georgina May 8, 2012 at 7:53 am

Morning can someone please tell me why I have lost my signal my post code is DG6 4TU it has been three days now not a happy customer.


Donald August 4, 2012 at 3:15 pm

why do o2 still charge when you cancel mobile, on may 3rd i cancelled a mobile i ook out on contract for someon e and got a bill for 263pounds which i have been paying off every week.
To my reconing i owe 113pounds but o2 has just sent me a bill for 136pounds 90 pence and when i called them it was like i dont know what are o2 running a phone company or a pantomime.


Elizabeth October 12, 2012 at 10:27 pm

02 down again???? Getting fed up with this, get it sorted, We the paying customers need to know is it worth staying with you????


Ann Blinkhorn January 23, 2013 at 1:10 pm

Have complained about my 2year contract and tried to get a cheaper tariff but told cannot do anything about it wasn’t given time to change my mind a week into it bad way to treat loyal customers by ripping us off like everything in society today rubbish service.


Frederick V Watson April 4, 2013 at 11:20 am

I have a pay-as-you-go mobile and only use it infrequently so when I found that £27 had been reduced to 30p I couldn’t understand it–I then topped up with £10 pounds which was reduced overnight to £5.
I then went to the 02 phone shop in Fareham Hants to be told that I was receiving Premium calls that when opened were draining the money from my phone–unknowingly I had been opening the messages and deleting. I cannot understand why this practice is allowed.
Shouldn’t we be more informed about this practice?


terry alexander June 4, 2013 at 4:22 pm

are 02 going to upgrade the area of pe16 6dd so we can get a signel


Dave July 17, 2013 at 8:37 pm

I have been trying to leave 02 for six weeks as my contract had finished and I cannot get a signal from my house. I have literally spent hours on the phone, on O2 chat and on the 02 shop. They heve put every obstical in my way to stop me leaving. They just will not unlock the phone at first blaming Sony Ericsson and then not replying to my questions. At one chat they said they would let me speak with a supervisor and then wrote five times Hold that thought You are not connected. I just can not get anywhere with them.Has anyone else had this problem? I feel they,should be exposed for their ineptitude or just bloody mindedness.


Merl August 23, 2013 at 3:36 pm

I have spent 2 very angry frustrating sessions talking to uncooperative contact center operatives.
Why? I had my phone stolen from my car. I use PAYG as I only use my phone occasionally and really only for emergencies. I had credit on the phone, but I have no idea how much – do you???

I contacted O2 to report it stolen and to get them to block the phone. I was asked for the model number which , not being a young or male person I did not know (I know now tho!!) After being berrated for not being aware of this I was asked for my balance – to the £1. The third option for being allowed to block my phone was for me to give the the mobile numbers of two people I had contacted in the last 3 months. – Not the numbers I have phoned, or the names of people I had contacted, but the mobile numbers which are in the phone, not in my head!!! I think I have used the phone twice since Easter – and both times to 0844 numbers which are not appropriate apparently!

So I have lost my perfect number and all my data on the phone – and have no recourse. The contact center were very rude and unsympathetic and I shall be complaining. I appreciate their need for security, but they could have been more helpful, rather than putting the phone down on me.


sheila October 13, 2013 at 3:39 pm

I was talking to 02 on 10/10/13 for 6hrs , passed from department to another and got nowhere, I decided to stay on pay as you go and cancelled monthly payment as I was within my cooling off period as guess what I keep receiving text messages to say they are changing me to monthly payment on 14/10/ 13 and will not except that I have cancelled, threatened to sue them if they go ahead


Lindsey October 30, 2013 at 12:48 pm

so fed up with offers off top up 20 pounds and we’ll double it within 14 days ….. never happens. i’am supposed to have topped up by 15 pounds and got a free 3 pounds didn’t do or get either.


peter fraser May 21, 2014 at 11:41 pm

I bought a top up coupon today ”FALSE top up Card…have the receipt in my hands…it is telling me that this expires 21/05/2014…TODAY…..Can you tell me i Co. suggests gone by the 21/05/2012.. I tried to phone your inept Co. today only to find out I had ”BORROWED” a Pound…. That comment is enough for me…You put it over i’m a beggar, I have lost this,”as usual” or is it (as your ”Rip-Off’ 02. SUGGESTS….A typical big ””SCAM””. I would like a refund into my B/ACC as soon as you get around to it…so…i’ll be looking for something ”NEXT YEAR” fine timing or am I completely wrong. One month I ”may” be wrong,every other month you are stealing from me. Bye Bye…I would like my £10 back and while I was trying to top up I was charged £1 which came up as I asked ””YOU”” for a loan of a quid….I would not ask anyone Robot for toilet-paper, let alone a quid…what the F is a quid?? Sort this or the courts will…. Have the most horrible evening you can have,which means, carry on regardless. Keep on ripping the Bum out of everyone….you are good at that. I still have the receipt for this so the Papers will have fun with this….SO SHALL I..MORONS


Liz June 2, 2014 at 2:51 pm

I have been with O2 pay as you go for a long time. Recently I bought a another mobile from 02 shop for International calls only. When i got home the phone would not accept the number even though the staff in the shop tried to set it all up there and then. I took it back and was told that it was a mistake I had made ! Doh ! Don’t think so ! The staff called customer services and and after a long time they finally got through to them and even they had problems explaining the problem ! All I wanted was a phone that I could use seperately for International calls. Since then, I have had to call customer services and had problems getting through to them and for some reason they charged me ! They sent me texts asking me to score their service on that occasion and then just replied a thankyou ! I am annoyed now and think I will change from 02. They are not listening to my texts, I want answers and now they text me to say I have a sim card on it’s way.Maybe Marge should tell Homer to get his act together !!!


Derren July 17, 2014 at 12:21 am

Please can 02 sort out the USB cable to charge I phone 5s, it’s ridiculous at how many ware and tear, so quickly, sort it out.


Anthony Du Varene November 28, 2014 at 11:59 pm

To Whomever
I went for a drink and a snack in Loughton Essex Wetherspoons on the the 28th Nov 2014
The young girl dropped the plate when clearing the table and knocked over my newly purchased drink.
When politely talking to the manager about the problem the young girl lied and the manager believed her over me !!!
I had to get annoyed and provide a witness before the manager would listen to me; I offered to leave the premises and to never return with my custom of many years – managers attitude was go on go, goodbye!!!

I have been using your business for many years, and with my family and grandchildren & friends – I will never return, meaning that’s another £2,000 per year from one customer you will lose.
I do not think for one moment you will believe me over your dishonest staff; however, I have now told you & gone.

I also use Marble Arch, Barkingside, Collier Row, and a few others – no more, bye

Goodbye !!!


Doreen Gow December 1, 2014 at 9:24 pm

I had an 02 contract which ended 29th October 14 and I requested a pay as you go twice of which was not followed through therefore I do not have the ability to phone.
On contacting 02 customer services on numerous occasion they cannot help me to get my PAC no. I think this is deliberate. When I phone the number given I hold for 20 minutes + – and then hang up. Obviously 02 don’t give a damn about helping a person. I paid £38 per month for 24 months and I get treated like this?


ANNE TAYLOR December 17, 2014 at 8:19 pm

I was persuaded to upgrade my phone , received a new SIM card , 14 hrs later ? Called 02 this morning , explained that I have no landline , urgent to get my phone up and running , was promised a couple of hours … at 11.30 am this morning , 20.18 pm , still waiting , not impressed .


Edward Intsiful January 12, 2015 at 9:12 pm

I am very concerned that I am being charged £57 for a supposedly about 4 hours telephone call to another o2 phone. Incidentally, this person is close by and under no circumstances will I phone for 4 hours. This does not make sense at all. I am yet to get a reply to my complaint, however, throughout ‘ordeal’ there was an implication from a customer service staff that I had given my phone to someone else to use. Totally rubbish, At the time of the spurious charged bill, I had the phone with me. How do you go about this dilemma when it is only o2’s system against me? Is there any external body that I can use to deal with this problem. This is very disturbing and frustrating for a pensioner with a limited means to be overcharged for a call that I never ever made. Who are o2 accountable to? Please advise me since I don’t think I should let this matter go unchallenged at the highest level if they do not see the wisdom in this case.


Jim sheerin January 29, 2015 at 8:50 pm


I also have issues with O2.It seems that they consider themselves immune from the Eu/uk consumer protection regulations as well as trading standards.I am going to search around for support from others like us to see if we can put together a meaningful class action against them to expose their shortcomings.If I can gather a sufficient number of committed participants I would in the first instance approach various consumer interest groups to publicise our greivances.

So,if you or anyone else reading this is interested then get in touch and let’s see what response a collective approach gets from O2.After all their own published code of practice confirms their commitment to high ethical and business practices this commitment needs verification.


George December 21, 2015 at 9:56 pm

I also suffer at the hands of 02 add me to the list 7months to freedom or£200 I suspect 02 probably have a hand in those premium txt company.last time I had a spare 3 hours spent it on 02customer services the lady kept saying I can’t hear you ,you are breaking up , i think you have a bad line to which I said yes I have glad you noticed its the bad line provided by you that I have to pay for every month,what are you going to do about it the response it’s not the line it must be handset totally full of it


VILMA September 21, 2015 at 10:13 am

Beware of a company called prizehook which send you regular texts which make a premium rate phone call from your phone. Each text costs you £4.50, although you never subscribed to their ‘service’ and never replied to the text. They sent me 4 texts which had cost me £18 before I noticed. O2 customer services were not interested in helping me get my money back. Presumably they are getting a substantial cut as a result of this scam.


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