on 07-12-2018 09:50 - last edited on 07-12-2018 13:06 by EmilieT
Hi all. After all the news coverage about this yesterday, are you all still blaming O2 for this? It was not O2's issue and they have been working as hard as they can to fix this with Ericsson since it first occurred yesterday morning. Services are pretty much back to normal, but for those who are not, just report to customer service.
Again, this is an user community forum, not customer service. There is no point only complaining here as nothing can be done by anybody on here.
It is absolutely o2 issue. I couldn’t give [removed] about what caused it, my contract is with o2 not Ericsson.
In addition to all those saying it’s only 60p potential compensation/goodwill for loss of service, yes to the individual, it certainly isn’t x32 million users to o2. Everyone should complain and make them pay... that’s only thing that will impact them for this shambles. Then donate the money to charity... win win. [removed] ##thatisal
on 07-12-2018 09:54
I'm on contract. How do I go about getting refunded for loss of service. I pay to use the network and as I couldn't for 24 hours I am requesting my money returned for that period.
on 07-12-2018 10:06
on 07-12-2018 10:07
hello – i have just been on the phone to o2 this morning and had TERRIBLE customer service help in relation to the issues that occurred yesterday (and many intermittently in the past couple of weeks) – this is not the first time o2 have had issues with the network and there is absolutely zero reassurance it won't happen again.
i am a designer, i rely on being responsive on my phone when i'm on the move – yesterday, i was not able to recieve any phone calls or texts for around 10 hours, therefore i LOST money due to no fault of my own – no internet, absolutely nothing. i have asked o2 in regards to how they can compensate for their horrendous service & lack of communication on the issue as we were all left in the dark yesterday and have absolutely nothing in response. there is zero ETA on the issue, and they are passing blame onto a third party which actually has absolutely nothing to do with anything as if you sign up for o2 you expect o2 to be responsible for your service.
if i pay my bill, i expect a working, functional operating service.
i am so disappointed by this service as i swapped over from EE recently, and i actually wish i just stayed with them as they are far more reliable as these issues keep happening with o2.
such a shame o2 – very, very terrible service & i am very disappointed.
on 07-12-2018 10:08
I have been trying to call O2 but all it keeps saying is that it is not possible to connect call. How on earth are we supposed to speak to anyone. My phone is a business phone and need this for work.
on 07-12-2018 10:11
I am not paying £30 a month just to look at my phone, I am a first time O2 customer and so far I have not enjoyed my experiences with this network.
I'm starting to regret ever joining O2, we should not pay for O2's incompetence.
on 07-12-2018 10:27
Firstly its in the T&C you agreed to when signing up that the service isnt a guaranteed 100% uptime. Abd secondly its a quid. Is it really worth it?
on 07-12-2018 10:28
When are o2 going to fix this SMS text messaging that some of us still seem to be having. Wish they would just say there is still a minor problem with part of there service.
i would connect live chat but that’s busy or playing up just now.
on 07-12-2018 10:29
Absolutely worth it as a. £1 to you but £32 million pound to o2. MAKE THEM PAY AND DONATE TO CHARITY....
Can I claim compensation?
Customers of O2 will be able to claim for any out-of-pocket expenses that resulted from being without their phone, according to consumer expert Helen Dewdney.
Ms Dewdney, who writes a blog called The Complaining Cow, said users should be able to claim under the Consumer Rights Act 2015, which states that services should be carried out with reasonable skill and care.
That means customers would be able to claim a refund for what they would pay on a contract for the time they were without the use of the phone. They could also claim consequential loss due to breach of contract, for example, if they incurred bank charges because they were unable to move their money, or the cost of having to use a payphone.
This must be a genuine loss which can be proved with evidence. So, a taxi driver might be able to prove they lost out on fares owing to the shutdown, but other workers trying to claim a lost day of employment would struggle.
Ms Dewdney suggested phone users calculated their losses, and wrote to O2 with the evidence. They should state what they wanted as redress and mention the Consumer Rights Act 2015.
If they felt the response was unsatisfactory, it could be referred to Ombudsman Services: Communications of which O2 is a member. The customer would need to ask for a deadlock letter or wait eight weeks from the beginning of the complaint.