O2 mobile plans review

O2 was founded in 1985 and was previously owned by BT Group. The network operator was then bought by Spanish telecoms giant Telefónica in 2006.

Like its major UK competitors, O2 offers pay-monthly handset contracts, Sim-only deals and pay-as-you-go bundles. It’s worth noting that customers looking for pay-monthly contracts with the latest handsets are typically tied into a 3-year contractual commitment.

The operator is also the sponsor of The O2 complex in London, previously known as the Millennium Dome. This commercial partnership allows O2 to offer its mobile customers priority access to all events at O2 Academy venues as part of its customer loyalty scheme.

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O2 tariffs and service

Network	O2
Contracts with a handset
SIM-only contracts
PAYG tariffs
Offers 5G data
Plan length from	24 months
Cost of European roaming	Free
Link	Go to site

How can O2 customers manage their account?

Manage account via smartphone app
Live chat support
Phone support
Email support

O2 customer reviews

Regulator Ofcom carries out a survey of mobile network customers every year to gauge their satisfaction with their provider. Results from 2020, for which full data is available, shows that 91% of O2 mobile customers told Ofcom that they were satisfied with the overall service they received. This is just above the average score for the industry overall that year (90%).

However, only 79% of O2 mobile customers reported that they felt they received value for money from their carrier. This is below the average score of 83% among all large mobile operators over the same period. O2 would have been the worst performer on this score, had it not been for Vodafone’s customers giving their provider a “value for money” score of 77%. During this time Ofcom received 8 customer complaints for every 100,000 O2 mobile customers, the fourth lowest proportion after Tesco Mobile, Sky Mobile and EE.

Meanwhile, O2 customers using reviews site Trustpilot appear to be extremely unhappy with the service they receive, giving the network operator a paltry overall score of 1.4 stars out of 5. A convincing majority of the 6,100 customers who left reviews (71%) said their experience with O2 was “bad”, with only 16% giving the top rating of “excellent” (last updated: October 2021).

Pros and cons of O2

Our verdict: Is O2 any good?

As one of the UK’s largest mobile network operators, O2 provides wide coverage across the country. It also offers a wide choice of contract options both for those looking to buy a handset on a contract and those who need a SIM-only deal. O2 customers can also benefit from some nifty customer rewards, particularly when it comes to booking tickets for large concerts and events.

However, as outlined above, O2 is rarely the cheapest option for any type of mobile plan. It’s also worth noting that its pay-monthly contracts can be up to 36 months, which is a long time to be committed to your mobile operator. If you have the cash upfront, you may be better off buying your preferred handset upfront, as with pay monthly contracts you’ll end up paying more over the long-term.

While customer service reports are mixed, if O2 provides the best mobile reception where you live, you may want to give them a go. Just don’t expect a spectacular customer experience.Ready to compare mobile plans?

Frequently asked questions

• How can I check network coverage in my local area?

  The mobile and broadband regulator Ofcom has a great free online tool to indicate which mobile networks offer the best call and data reception where you live. Log on to the Ofcom website and punch your postcode into the online form.

• How easy is it to switch mobile plans and providers?

  It’s very easy to switch mobile plans. Sometimes all it takes is sending one text message. Once you’ve decided to switch and you’ve found a new contract or pay-as-you-go option that works for you, you can switch using Ofcom’s “text to switch” process. This is the best option if you want to switch networks while keeping your mobile number.

• Will I always be credit checked when applying for a new mobile plan?

  No. PAYG SIM deals and the majority of SIM-only contracts do not require a credit check as nobody is lending you any money. Taking out a contract for a new handset will require a credit check, as you’re essentially renting the phone until you’ve paid off its cost.

• Can I claim compensation from my mobile network operator if things go wrong?

  There is no legal entitlement to compensation if you encounter problems using your phone due to provider fault. However, it’s always worth asking your provider to remedy the situation. The terms and conditions of your contract may entitle you to refunds or account credit if there is a problem. If your service is down for an extended period of time, you may also be entitled to leave your contract without any penalty fees.

Written by

Nick Renaud-Komiya

Writer

Nick Renaud-Komiya has been a writer and reporter for nine years, covering a range of consumer issues from energy suppliers to banking and mortgage issues. He enjoys helping people take control of their personal finances and better understand their consumer rights. Nick’s consumer writing and money journalism has been featured in a range of outlets including MoneySavingExpert.com, The Sunday Mirror, The Independent and Money.co.uk. Outside of work Nick enjoys cooking and collecting old David Bowie merch. See full bio