After numerous frustrating and unsuccessful visits to 02 stores to try and sort an issue with our account, we finally met Jasmine at the Birmingham store. Jasmine went above and beyond in every way to... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Jasmine was very helpful, I came in as my sim had stopped working. After speaking with her I found out my account was closed down by the fraud team since I had gone abroad. I was not notified by anyon... Toon meer
I have been complaining about my app not working for months. Now I see staff at O2 have found the time to get AI bots to write good reviews for themselfs. Show their pure lack of respect and intellige... Toon meer
Bedrijf heeft geantwoord
Heena was very helpful,attentive and service was really good.she set up my new phone and transferred all my data over after some difficulties.quite happy.
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
O2 is a UK mobile network offering Pay Monthly and Pay As You Go services, including SIM only deals, phones and connected devices. Our aim is to help customers stay connected with flexible plans, simple account management and support when it is needed. Customers can manage bills, usage and upgrades in My O2, and use the My O2 app for account controls and benefits such as Priority. We read the feedback shared here on Trustpilot and use it to improve. O2 is part of Virgin Media O2, with a mission to upgrade the UK through better connectivity.
Contactgegevens
24 New Street, B2 4RQ, Birmingham, England, Verenigd Koninkrijk
- 0121 643 3390
4,9
Uitstekend
257 reviews
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Exceptional Service…
After numerous frustrating and unsuccessful visits to 02 stores to try and sort an issue with our account, we finally met Jasmine at the Birmingham store. Jasmine went above and beyond in every way to help us. Whilst she was initially confused she took the time and trouble to find a solution to a problem and resolved the problem that no one else could. Jasmine is a fantastic example of exceptional customer service and as a result retained 3 customers that were ready to leave. Thank you so much.
7 september 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hello Julie,
Thank you for taking the time to share your experience. We're delighted to hear that Jasmine was able to provide the support you needed. It's great to know that she took the time to fully understand the issue, worked hard to find a solution, and ultimately resolved a problem that had proven difficult to fix.
We'll be sure to pass on your kind comments to Jasmine and the Birmingham store team. Thank you for your continued loyalty, and we're pleased that Jasmine's dedication and commitment to customer service made such a positive difference.
Phone
Ppeople in shop so pleasant and had good assasiant rather go there than on phone or on line
5 september 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that the people in store were so pleasant and that you received good assistance during your visit. It's wonderful to know that you found the face-to-face support helpful and that you prefer visiting the store to contacting us online or by phone.
Providing friendly, knowledgeable, and personal service is what we strive for, so it's great to hear that your experience was such a positive one.
We'll be sure to share your kind feedback with the team, who will be delighted to know that their assistance was appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4dpLEV4
📘 Facebook: https://bit.ly/4gFzNV3
Thank you for choosing O2.
Account issues
Jasmine was very helpful, I came in as my sim had stopped working. After speaking with her I found out my account was closed down by the fraud team since I had gone abroad. I was not notified by anyone and this has obviously deeply affected me as my lines have all been cancelled. Jasmine was able to contact the fraud team and get them to investigate the situation. She spent a lot of time trying to get them to understand how important my number is and I really hope o2 can get this resolved ASAP.
3 september 2026
Review zonder uitnodiging
Heena was very helpful,attentive and…
Heena was very helpful,attentive and service was really good.she set up my new phone and transferred all my data over after some difficulties.quite happy.
1 september 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you for taking the time to leave us a review, Fred. We're glad to hear about your experience with Heena, and that she was able to assist you in setting your phone up. If you require any further assistance, please don't hesitate to reach out using one of the following contact methods:
Call: 202 (free of charge) from your O2 mobile or 0344 809 0202 from any other phone
X: https://bit.ly/4iEyvee
Facebook: https://bit.ly/3V7gHP6
Instagram: https://bit.ly/4h387tg
I came in with a virus on my phone…
I came in with a virus on my phone which has been causing me a lot of issues. Heena very patiently helped me, she was extremely kind and very knowledgeable in how she assisted. I thank her for her support.
1 september 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi William, thank you for taking the time to leave us a review. We're delighted to hear about the experience you had with Heena in one of our stores, and that she was able to assist you in removing the virus from your phone. If you require any further assistance, please reach out to us using one of the following contact methods:
Call: 202 (free of charge) from your O2 mobile or 0344 809 0202 from any other phone
X: https://bit.ly/4i6VjmL
Facebook: https://bit.ly/4qQaWRS
Instagram: https://bit.ly/3SqxxI6
I lost my phone a few days ago and…
I lost my phone a few days ago and didnt know wjat to do so i came to the store and a lady called jasmine was able to help me .she got my number back and helped me get everything back up and running on my new phone.Excellent service thank you again
27 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi Raymond,👋
Thank you for taking the time to leave us a review. We're delighted to hear that Jasmine was able to help after you lost your phone and get your number restored, as well as help you get everything up and running on your new device.
We'll be sure to pass your kind feedback on to Jasmine, who I'm sure will be pleased to hear about the excellent service she provided.
If you ever need any help in the future, please don't hesitate to get in touch using one of the contact methods below:
Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
X: https://bit.ly/4d5LTo2
Facebook: https://bit.ly/4xp2dZb
Thanks again for your lovely feedback, Raymond. We really appreciate it and are delighted we could help.😊
Lovely service from thr lady that…
Lovely service from thr lady that helped got my app set up and my bill was clearly explained thank you
27 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi Annie,👋
Thank you for taking the time to leave us a review. We're delighted to hear that you received such lovely service and that our advisor was able to help you get your app set up while clearly explaining your bill.
We'll be sure to pass your kind feedback on to the team. Thanks again for sharing your experience. If you ever need any help in the future, please don't hesitate to get in touch with us using one of the contact methods below:
Call: 202 (free from an O2 mobile) or 0344 809 0202 from any other phone
X: https://bit.ly/3SCJ5rz
Facebook: https://bit.ly/4xp1c3j
Thanks again for your kind words, Annie. We really appreciate your feedback and look forward to helping you again in the future.😊
Jasmine was amazing.
26 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you for taking the time to leave your feedback. We're delighted to hear that Jasmine was amazing and provided you with such a positive experience.😊
We'll be sure to pass your kind comments on to Jasmine, as recognition like this means a lot to our colleagues. Thanks again for sharing your experience with us.💙
If you ever need any help in the future, please don't hesitate to get in touch, and we'll be happy to assist.
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4wScgoC
Facebook: https://bit.ly/4xqBADq
O2 is great I had an issue with my…
O2 is great I had an issue with my calls and texts ok my samsung watch but I came and and saw a girl called jasmine she was lovely and helpful and got everything working for me thank you for the service
24 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you so much for taking the time to leave us a review. We're delighted to hear that Jasmine was able to help resolve the issue with your calls and texts and get everything working again. We'll be sure to pass your kind words on to Jasmine. It's great to know she provided such lovely and helpful service.
Thank you for choosing O2, and we look forward to helping you again in the future.💙
I was having an absolute nightmare with…
I was having an absolute nightmare with logging into my o2 app. It was just never letting me go on to the next step. Heena was helping me and after some time we managed to successfully log in and I am now able to view my bill. Really appreciate her help.
23 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi Sulaiman, thank you for your 5-star review. We're really pleased to hear that Heena was able to help resolve the issues you were experiencing with logging into the My O2 app.
We understand how frustrating it can be when you're unable to access your account, so it's great to know that Heena stayed with you throughout the process and helped get everything working again, allowing you to view your bill successfully.
We'll be sure to pass your kind feedback on to Heena, who will be thrilled to hear she made such a positive difference. Thank you for taking the time to share your experience. 😊
My phone was not working and i could…
My phone was not working and i could not understand why I popped into o2 new street and met with heena who had kindly explained to me that I had somehow activated an esim! She helped me get a new sim and now my phone is all working, great job. Thank you.
23 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hello there,
Thank you for taking the time to leave us a review.
We're so pleased to hear that Heena at our New Street store was able to quickly identify the issue and get your phone working again. We understand how frustrating it can be when your phone suddenly stops working, especially when you're unsure of the cause.
It's fantastic to know that Heena took the time to explain that an eSIM had been activated and helped you get a replacement SIM sorted, ensuring everything was up and running again. We'll be sure to pass on your kind words and recognition to her.
Thank you again for your feedback and for choosing O2
Went in with a couple of questions
Went in with a couple of questions. Heena extremely patient with us and thorough explanations of our options. Delighted with service received.
22 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you taking the time to leave such a lovely review. It's great to hear that Heena was able to help answer your questions and guide you through the options available. Taking the time to provide thorough explanations and ensuring our customers feel informed and confident is exactly the kind of service we strive to deliver.
It's wonderful to know that Heena's patience and support made such a positive impression and that you left delighted with the service you received. We'll be sure to pass your kind feedback on to her.
Heena helped me understand my bill
Heena helped me understand my bill, she was able to break it down and clarify where I wasn't able to. She was professional and gave me really good service.
21 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you for your review Everton, and pleased to hear that Heena was able to clearly explain your bill and provide the clarification you needed, providing a positive experience. We'll be sure to pass this on to her and thank you for taking the time to share you experience with us and recognising Heena's support.
Customer Service
When I arrived at the store, I received excellent high standards of customer service from Keerat and Jasmine.
Both of together resolved the problem with my phone.
I can’t thank them enough.
15 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you for your review Imram and pleased to hear that Keerat and Jasmine were able to resolve the issue with your phone. We'll pass this on to them both to make their day, and thanks for taking the time to share your experience with us and highlighting their efforts.
It was a great experience with her
It was a great experience with her. She is cooperative.
20 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi Nadia, thank you for leaving us a review.
We're really glad you've had such a great experience and thank you for letting us know 🙂
Great customer service
Great customer service, polite and friendly
19 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hello Hassan,
Thank you for taking the time to leave a review. We're delighted to hear that you received great customer service and found our team to be polite and friendly.
Providing a welcoming, helpful, and positive experience for our customers is something we take great pride in, so it's wonderful to know we've made a good impression.
We really appreciate your feedback, and thank you for choosing us. 😊
Heena was a fantastic help in store…
Heena was a fantastic help in store today. It was an absolute pleasure to have her help me with what i needed in store today.
18 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
It's lovely to hear you had a great experience in store today. Thank you for taking the time to let us know how helpful Heena was.
If you need anything else please get in touch on
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4ghcOhB
Facebook: https://bit.ly/4bXKBLD
It was a great experience and the…service was amazing
It was a great experience and the customer service is excellent
18 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Thank you for your review AbdulQudus, and we're pleased to hear you had a great experience with our customer service. Thanks for taking the time to share your experience with us.
The ladies
The ladies, Jasmine and Heena were very helpful. Got us sorted out in no time at all. Thanks.
18 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi Bill and thank you for your feedback. We're pleased to hear that Jasmine and Heena were able to help and get everything sorted quickly for you. We'll be sure to pass this on to them both, and thank you for taking the time to share your experience with us. 😊
Heena sorted everything out very…
Heena sorted everything out very swiftly, she explained everything very clearly and helped me understandwhat went wrong. I was very pleasedand my issue was resolved.
17 augustus 2026
Review zonder uitnodiging
Antwoord van O2 - Birmingham New Street
Hi Emma,
Thank you for taking the time to leave a review.
We're delighted to hear that Heena was able to sort everything out so swiftly for you. It's wonderful to know that she explained everything clearly, helped you understand what had gone wrong, and ensured your issue was fully resolved.
Providing friendly, knowledgeable, and effective support is what we strive for, so it's fantastic to hear that Heena made such a positive impression and left you feeling pleased with the outcome.
We'll be sure to pass your kind feedback on to Heena, who will be delighted to hear that her assistance was so appreciated.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4qhjqB6
📘 Facebook: https://bit.ly/4zlIXx5
Thank you for choosing O2.
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