Network Outage - Friday 12th October 2012.

[singedunord]

I am wholeheartedly disappointed with the treatment of the network outage on Friday.

• I was unable to use my phone for approximately 6 hours. This had a whole host of consequences that I will not detail here. However, I was in situations that would have been much easier and safer with a mobile phone. 
• When I noticed that I had no network coverage, I had to actively hunt out information from O2 to find out why this was so. THere was no announcement on the website, nothing communicated to the mass media at the start of the problem.
• There is now a small apology notice on the website, again that I had to hunt for. I have not yet recieved even a text message from O2 to apologise for the six hour outage in my network coverage. 
• After reviewing the information on the website I see that no compensation will be offered to those that were left without a mobile phone service for a large proportion of the day. A service for which customers pay a high premium.

I am afraid that this is simply not good enough. At all. 

[perksie]

Your terms clearly state there is no guarantee of an uninterrupted service.

I agree it could have been handled better but there was loads on information here and on the service status page from around midday, which was within an hour or so of the problem starting.

[jonsie]

What good is compensation really. People want an uninterrupted service but unfortunately no network can guarantee that. Information was readily available.

What I find disappointing is that people are still having problems due to the huge catch-up that the outage caused and that lines of contact are overwhelmed at the moment.

[Anonymous]

Whatever information is published on the website is of little use when you can't get on the website because the status page won't load.

[Anonymous]

I totally agree. I came on here to see what o2's response to the situation was and I can't find anything.  As a customer who pays for a service, forced to use other costly methods of communication when the service goes down, this really isn't good enough

I shall be voting with my feet at contact renewal time

[perksie]

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@Anonymous wrote:
Whatever information is published on the website is of little use when you can't get on the website because the status page won't load.

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If your phone was the only way you could get online, there is no way you could have been informed is there?

You can read more here:

http://news.o2.co.uk/2012/10/12/o2-network-disruption-12-october/

[jonsie]

Lot's of people had no use of their phone but have a look at the number of people who were able to get online to make complaints through the forum.

Most people have PC access unless they are out on the road.

[Anonymous]

I was miles from home using a lappy, I had no choice I wax seriously goin to get a new chip it was that serious. We must be alerted I could off been i big trouble.
Treat us as friends an grow up tell us if it's broken.

[perksie]

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@Anonymous wrote:
I was miles from home using a lappy, I had no choice I wax seriously goin to get a new chip it was that serious. We must be alerted I could off been i big trouble.
Treat us as friends an grow up tell us if it's broken.

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What a strange post, how would you propose they inform you if you have no connection?