O2 will pay up for loss of service

09 December, 2018, 05:44 | Author: Sammy Rose
  • O2 network down across Kent leaving thousands without data

O2, one of the UK's leading mobile network service providers, has faced a backlash from its customers for failing to provide them with a data connection.

O2 is the second largest mobile operator in the United Kingdom; the company says it has around 32 million connections to its network and also hosts virtual network operators, such as Sky Mobile and giffgaff, which were also affected by the outage.

O2 customers affected after a technical fault left millions unable to get online could be in line for compensation.

The firm said it would be giving its pay monthly, small and medium business and mobile broadband customers credit for two days of monthly airtime subscription charges.

- Pay-as-you-go customers will be given a 10 per cent credit on a top up in the new year.

Alex Neill, managing director of home products and services, said O2 should compensate "customers for the frustrating network failure suffered by millions".

"In addition, O2 needs to give its customers reassurances that it is taking measures to stop this from happening again". Connectivity is now such an integral part of our lives, it is time for the regulator to consider whether it should introduce automatic compensation for the inconvenience caused by severe outages'.

Issues with O2's mobile network were first reported at around 5:20 am yesterday after customers said they could not use their 3G or 4G data.

Total Inability To Support User Phones O2 fries burning data for 32 million Brits
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Total Inability To Support User Phones O2 fries burning data for 32 million Brits READ MORE

An O2 spokesperson apologised for the data outage and assured customers they are doing everything possible to ensure it does happen again in the future.

O2's data network went down at around 4:45am yesterday morning, with the immediate and downstream outage affecting around 32 million people (so describing them as "a limited number of customers" seems a little off, Ericsson).

You can do this if you are a consumer - for example, if you incurred expenses in order to use internet services for personal reasons.

Other mobile networks, including Sky, Tesco and Giffgaff, were also affected by the problem because their networks use O2 services.

If you're unhappy with the response from your provider, you can follow its formal complaints procedure.

O2, which has more than 25 million United Kingdom customers, saw disruption to its network last for most of the day on Thursday.

If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

In the case of O2, this is Ofcom-approved Ombudsman Services: Communications, which reviews a case and comes to an independent decision on it, usually within six weeks.

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