You are here: Home - Household Bills - News -

O2 data outage: how to claim compensation

0
Written by: Danielle Levy
07/12/2018
Mobile phone provider O2 has sought to make amends for Thursday's data outage. Here's what to do if you are unhappy with their compensation offer.

Millions of O2 customers were left without data on Thursday, with some also struggling to make calls and send texts.

While there are 25 million people on the O2 network, the outage also affected customers of GiffGaff, Lycamobile, Sky Mobile and Tesco Mobile, which plug into O2’s infrastructure. It is estimated that the outage – which lasted for much of the day – affected 32 million people. O2 said the disruption was caused by a software issue.

By Friday morning the company said its 4G network had been restored.

“Our technical teams will continue to monitor service performance closely and we’re starting the full review to understand what happened. We are really sorry for the issues yesterday,” the company added.

The impact of the prolonged outage was profound for some small business owners and workers who rely on data to carry out their day jobs. This includes taxi drivers and market stall owners who use O2’s network for handheld payment terminals.

Compensation offers

To apologise for Thursday’s disruption, O2 is offering its customers the following compensation:

  • Pay Monthly, small and medium-sized business customers and mobile broadband customers will see their accounts credited with two days of monthly airtime subscription charges by the end of January.
  • Pay As You Go customers will receive a 10% credit on a top-up in the New Year. 02 will let customers know when it is available.
  • Pay As You Go mobile broadband customers will receive a 10% discount on a ‘Bolt On’ purchase in the new year. It will notify customers know when this is available.

What happens if you are unhappy with O2’s offer?

If you were adversely affected by O2’s outage, you can lodge a complaint directly to O2 via its website. To strengthen your claim, you should submit copies of any receipts for costs that were incurred as a result of the outage.

If you are unhappy with O2’s response or the complaint remains unresolved after eight weeks, you can submit a complaint to the Alternative Dispute Resolution (ADR) service. This comprises of two ADR schemes CISAS and Ombudsman Services: Communications. It is worth noting that O2 is a member of the latter scheme.

Ofcom, the UK’s communications regulator, does not get involved in individual cases. However, its website includes advice for those who wish to lodge complaints about their mobile phone providers.

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

The essential Your Money guide to the April 2018 tax changes

As we head into the 2018/19 tax year, a number of key changes take place to existing policies while some new i...

A guide to switching energy provider

All you need to know about switching from one energy supplier to another.

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

  • RT @YourMoneyUK: A robo-adviser or a traditional platform? What's the best home for your kid's ISA? @jofaithy - https://t.co/EGrgxFYx33
  • RT @Defaqto: Over two-fifths of travel insurance policies offer no protection for airline failure, our research shows. Only around half (48…
  • Over two-fifths of travel insurance policies offer no protection for airline failure, our research shows. Only arou… https://t.co/c34mDkDpFM

Read previous post:
income funds
Five apps to help you to save money without realising

Are you looking to get your finances under control ahead of a fun (but expensive) Christmas? Here are five ways...

Close