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.

[b4u2]

What bothers me most is that the customer service team are not willing to offer any compensation until the issue is resolved. What has one got to do with the other. It's ridiculous that out of basic descenty they should credit our accounts.

[MI5]

For how much?
If the issue goes on for days you’d be back asking for more.

[Anonymous]

What is it with you & compensation. You’ve had your update. What do you want? 50p! That’s about as much as you’ll get 

[paulbacon]

o2 dont owe us anything. There T&C guard against that and what you signed up for. They may offer something as a good will gesture but they dont have to.

And its not just o2, every service provider (phone, gas, internet) have the same T&C, that they cannot provide a 100% uptime service

[Cleoriff]

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@Betablue wrote:
@mamillion with respect you couldn't be more wrong, @Cleoriff warm funny welcoming and helpful

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Aw shucks @Betablue...and thanks

Funny how I was picked out. A lot of the regulars on here have been far more abrupt than myself....but there you go. I have strong shoulders.

[sheepdog]

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@b4u2 wrote:
What bothers me most is that the customer service team are not willing to offer any compensation until the issue is resolved. What has one got to do with the other. It's ridiculous that out of basic descenty they should credit our accounts.

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@b4u2 Think about it for a bit, putting yourself in the CEO position. Wouldn't you wait till the service is restored, do a root cause analyis across the divisions, analyse the impact then decide on the best course of action or let CS go beserk giving money away straight away without control? If the latter, it would inevitably lead to people saying they got xyz amount and then multiples demanding why they got less leading to a far worse situation. Until the big decision makers decide on the best course of action then CS cannot do anymore other than act as apologists in the meantime. I can only imagine the stress they've gone through today and it will be draining for them. 

[Shergar]

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@paulbacon wrote:
o2 dont owe us anything. There T&C guard against that and what you signed up for. They may offer something as a good will gesture but they dont have to.

And its not just o2, every service provider (phone, gas, internet) have the same T&C, that they cannot provide a 100% uptime service

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You do not know what you are talking about. Unplanned interruption to your gas supply is a guaranteed standard of service failure (GSOP) and as such attracts a £30 per day after the first 24 hours up to a ceiling of £1000.

So if you are going to post try and ensure you know what you are talking about.

#thatisall

[pgn]

Sounds like the outage was down to an expired certificate in some Ericsson software, impacting several telcos worldwide, not just O2. 6th of Dec is St. Nicholas Day, Sinterclaas, à holiday in many northern European countries (Ericsson is Swedish, I think).

[Cristian]

I don't what are you doing there,but if is not fix till tomorow morning i gone cancel the contract.

[Kendo1]

It's back on but what about the money that went for data that I haven't used