O2 offers compensation for network outage

O2 offers compensation for network outage

Summary: Mobile customers who were left without service will get money off their bills in September, and all O2 customers will get a £10 voucher, the operator has said

TOPICS: Telcos, Mobility

UK mobile operator O2 has said it will give compensation for last week's outage that left hundreds of thousands of its customers without access to voice, text or data services for more than 24 hours.

O2 customers who were left without access to voice, text or data services will get money off their bills in September, the operator has said. Image credit: O2

The company said in a blog post on Wednesday that it will give its contract customers 10 percent off of their July rental amount — equivalent to three days' free rental. The reduction will be applied automatically to September's bill for people who were affected by the outage.

"The issue we had was unprecedented, and we recognise that this caused inconvenience and frustration to those impacted over that one-day period," the company said on its blog.

"We have now identified all those customers directly affected, and we and are giving them the equivalent of three days back for the disruption as a gesture of goodwill and to say sorry," it added.

Pay-as-you-go customers will get a 10-percent extra credit on their first top-up in September, also automatically — they do not have to do anything to get it.

In another goodwill gesture, O2 is giving all of its customers, even those who did not see a disruption, a £10 voucher to spend in its retail stores. It will be posted for download via the O2 Priority Moments app, but is only available during the month of September.

Despite the number of upset customers, the question of compensation was not a foregone conclusion. The UK’s Communication Ombudsman said last week that there is no precedent for issuing compensation for service outages such as this.

The decision is also a departure from O2’s past policy, as a company spokesman told ZDNet it hadn't historically offered compensation to customers that had services disrupted.

O2 said it will contact people via text message by 27 July with details of how the compensation works. Businesses with more than 10 connections will have the process explained by their account managers.

Topics: Telcos, Mobility

Ben Woods

About Ben Woods

With several years' experience covering everything in the world of telecoms and mobility, Ben's your man if it involves a smartphone, tablet, laptop, or any other piece of tech small enough to carry around with you.

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    Just phoned O2 to pay my monthly bill for my company of £463.62. Asked them about compensation as mentioned in the above article. The customer service agent said he will check through the ten phones that we have O2 to see if service was affected. Surprised to discover none of my phone was affected according to their system.
    I am an O2 reseller, I sell O2 contracts. My clients could nto get hold of me. The only signal I had was SOS. I opened a brand new phone thinking it was the phone. Every sharer and many of my clients whom I sold O2 contracts were affected.
    I told O2 that either I am lying or you have a rubbish system in place.
    So folks good luck with your compensation. Seems like O2 are just doing a PR exercise.
    ZD Net please feel free to contact me by email on zakariamohammed@hotmail.com I think O2 need to be investigated. A simple call usage pattern will reveal that my phone and that of the sharers and clients were affected. I sent emails to my clients to let them know.
    "We have now identified all those customers directly affected (those whose devices could not connect on our system) and we are giving them the equivalent of three days back for the disruption as a gesture of goodwill and to say sorry," the operator added.
    How do they identify? Can they explain to journalists what tool they use. Then perhaps they can shed light how my phone that was AFFECTED shows up as NOT AFFECTED.
    I don't care for their miserable compensation but it is the PRINICIPAL! O2 execs act now before your PR exercise hits you in the face.
    Mohammed Zakaria