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.

[Cleoriff]

@Anonymous

I think the DWP will accept non contact if on O2.

Everyone was aware there was a national outage on Dec 6th.

Of course they might query if you had access to a PC or another phone?

[jonsie]

O2 will look at each action on an individual set of circumstances. As well as a complaint through the normal channels as a first step, perhaps a letter sent registered mail laying out personal loss and then depending on the reply from O2, a customer needs to decide on their next step, be it civil action or small claims court. I would personally seek advice from the Citizen's Advice Bureau.

how to make a complaint

You can raise your complaint using their simple online process, and we’ll work with them to resolve it for you, as quickly as possible.

To find out more about the way Resolver work and what they can help with, or to contact them, visit the Resolver website.

Correspondence address ::

O2 Correspondence Team
PO BOX 694
Winchester
SO235AP

[Su]

They still have not contacted me. How do we apply for the compensation, 

they were quick enough to let me go over my package one month by £20. but not as quick at sorting this out. 

Im not happy. 

[jonsie]

They won't contact you. Two days air time will be added to your next bill or 10% extra if you are P&G next top up.

[Cleoriff]

I think we were told it was January's bill?

[jonsie]

Yes of course. quite right. I keep wishing it was January already

I've already had my December bill....

[madasaf1sh]

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@Anonymous wrote:

I have heard that a lot O2 customers who rely on their devices for internet access were unable to access their UNIVERSAL CREDIT ACCOUNT.  If they have been mandated by the jobcentre to login into their accounts daily or in some cases 2-3 times daily, this would leadtoa sanction or sanctions for faliure. Will O2 now be open to Civil Action or a Class Action to getthis money refunded. In somecase where rent is involved this loss could be catastrpohic Any Views ??

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They could have used any wifi hotpsot or a library computer, or there broadband to access it... Im sure as well the DWP will be sympathetic to the loss of service .. 

People should not be reliant on any mobile service for anything critical...

[viridis]

Of course, they could also visit the job centre which would also count as "logging in"

[Anonymous]

Of Course. But this is the DWP  Don't Want (To) Pay 

[jonsie]

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@Anonymous wrote:

Of Course. But this is the DWP  Don't Want (To) Pay 

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Nice interpretation