Published: Sun, December 09, 2018
IT | By Lester Massey

O2 customers hit out at 'insulting' compensation offer after data outage

O2 customers hit out at 'insulting' compensation offer after data outage

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

The mobile phone operator, with more than 25 million customers, has agreed to compensate users for the disruption after pressure from disgruntled customers who were unable to use the internet or in some cases make calls.

O2 said its pay monthly customers and business and mobile broadband customers would be credited with two days of service by the end of January.

The mobile operator also plans to give its prepaid customers a 10 percent discount and credit on top-up plans.

"During the course of December 6, most of the affected customers' network services have been successfully restored", Ericsson continued. A source said the compensation...

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).

"A review will be carried out with Ericsson to understand fully what happened".


Customers on other mobile networks such as Sky, Tesco and Giffgaff were also impacted because their networks use O2 services.

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

O2, Britain's second biggest network, and Japan's Softbank, both Ericsson customers, reported outages on their 4G networks earlier on Thursday. We have been working hard on resolving the United Kingdom data issue since early this morning.

O2 United Kingdom chief executive Mark Evans said: "I want to let our customers know how sorry I am for the impact our network data issue has had on them. We are really sorry for the issues yesterday", the company said. "Ericsson sincerely apologises to customers for the inconvenience caused".

In a statement, Ericsson said: "The faulty software that has caused these issues is being decommissioned, and we apologise not only to our customers but also to their customers", Ericsson CEO, Börje Ekholm, said.

"The cause of [the] network issue is in certain nodes in the core network resulting in network disturbances for a limited number of customers across the world, including in the United Kingdom", said Marielle Lindgren.

Like this: