O2 Network Issues - 6th December 2018

[EmilieT]

Good morning all, 

We are aware our customers are unable to use data this morning.

Our technical teams are working on the issue with high priority. We are really sorry and working as hard and as fast as we can to fix this.

Please keep an eye on our status checker: http://o2.uk/ServiceStatus 

Latest Update:

Our 3G and 4G data services are performing as normal. Our technical teams are continuing to monitor service performance closely. We will be updating our customers later today on how we will make yesterday’s data service issue up to them and we’d once again like to thank our customers for their patience. 

A small proportion of customers have reported issues sending text messages. We can see that the vast majority are being sent and received successfully and our technical teams are investigating. Our 3G and 4G data services are performing as normal.

We are finalising how we make it up to our customers and will be contacting them later today about this. 

The Facebook mention around us giving out £75 compensation isn't correct and didn't come from us.

[Ladylu505]

I can't text or call either, my phone says emergency calls only

[moonlisa16]

Hi 

Service as just come back on!!!!!

I would like to know if we are being refunded for the hrs lost, due to this error... 

[Cleoriff]

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@moonlisa16 wrote:

Hi 

Service as just come back on!!!!!

I would like to know if we are being refunded for the hrs lost, due to this error... 

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It's coming back slowly and No, I doubt anyone will be compensated. Networks can't guarantee coverage 100% of the time.

[welshsteve76]

@LH  Texts are fine. Maybe not in your area?

Location services are working too cos my phone knew I was in Sainsbury's earlier

Still no data tho.

O2 should send out texts to customers though.  They should be doing all they can to inform customers.

[HougaAllst]

I have been without network and calls from 5:45am. It is now 9:05am... thats three and a half hours. My son has been ill over the last four days and today is the first day he has gone to the childminder. Me and the mum are both on o2 and can now NOT be contacted by the childminder if my son's health deteriorates again. I am absolutely disgusted.

I know these things can happen but it's no excuse, just really really poor service altogether. I am at work now so there is no Wifi to help my phone connect so I am literally worrying about if everything is OK with him.

Feel extremely let down.

[Mac0683]

Hi Emilie,

Like other o2 customers who are experiencing 'No Mobile Data' this morning, why has there not been any message or communication from o2 to explain what has caused this?

I like others, pay my bill every month and don't expect to not be able to use a service that I'm paying for. It would be like paying a heating bill, but not having that heating for a period of time. I understand that technical faults can occur, but if they do inform your loyal customers of this. Not just a message that says 'no mobile data in your location'. When from what I've been reading it's not my location, but a much bigger and widder spread issue withe the 02 network.

At the end of the day, all we the customer want to know is a) what is the problem b) what has caused it c) when will it be fixed d) what remuneration will the customer recieve for this lose in service.

[welshsteve76]

We used to be able to piggy back on another network. Maybe the network providers need to have a deal whereby customers can piggy back off other networks when these things happen.

[MarshallT]

I am still unable to call, text or message on either 4g, 3g or even 2g and doesn't work even if I use wifi.

[Cleoriff]

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@HougaAllst wrote:

I have been without network and calls from 5:45am. It is now 9:05am... thats three and a half hours. My son has been ill over the last four days and today is the first day he has gone to the childminder. Me and the mum are both on o2 and can now NOT be contacted by the childminder if my son's health deteriorates again. I am absolutely disgusted.

I know these things can happen but it's no excuse, just really really poor service altogether. I am at work now so there is no Wifi to help my phone connect so I am literally worrying about if everything is OK with him.

Feel extremely let down.

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The service is slowly being restored. Mine is back on. If you want to ring the childminder then borrow a phone or use a landline ?

[Tony5]

I still have no data connection on my phone and I am still waiting, this isn't really the good service that I should expect from O2