O2 network coverage disruption UPDATE - 18/07/2012 14:35

[Abs]

Hi Everyone,

To say sorry for last week’s network issue, everyone who was directly affected will get the equivalent of 3 days back on their September bill or via their top-up.

To thank *all* our customers for supporting us through an unprecedented and difficult period, we are also giving everyone on O2 a £10 O2 voucher to spend in store.

More details on our blog post: http://blog.o2.co.uk/

Once again, apologies for any inconvenience caused.

Thanks

Abs

[Anonymous]

Sorry misunderstood,reread,you can spend when you like BUT unless you download within the dates you loose it.GREAT!!

[Anonymous]

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@Anonymous wrote:
Given up on O2 phones as well,also their so called interactive service where nothing is said off script,and a corpse is more pro-active and understands owning an issue,and best not mention the general calibre of staff you have to deal with,once again no doubt a correlation to ££ Also why cant we have a human being to speak to passed 9pm,no doubt a rhetorical point considering today's decision,seems that First Direct can provide the 24/7 service,with UK call centres!

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If I were as unhappy with O2, O2 phones and the whole compensation issue as you are, I would talk with my wallet and go elsewhere.

If you do that then maybe you would be kind enough to come back and post your opinion, experience on your new mobile provider.

[Anonymous]

Very nice to hear this I look forward to receiving the vouchers and 3 days off my bill many thanks

[Anonymous]

Indeed it may be the same elsewhere,and when i pay for any service and either I don't receive it or am offered a joke in so far as an apology,I will express my views,hopefully as ALL the staff at O2 I have spoken to face-to-face ie off record agree with me, and lets hope they announce what they have learned from this and how that can be changed moving fwd and I hope that some of the customers views are part of that process,that is what I hope to be part of,however naive that sounds,isn't that how issues get resolved and things improve ,by us pointing them out,in silence you are lost short/longterm !

[jonsie]

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@Anonymous wrote:
..........seems that First Direct can provide the 24/7 service,with UK call centres!

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Didn't know you could talk to them about your mobile (JOKE!!)

Seriously guys, come on! There is such a lot of grief in the world today and everyone is getting so wound up about losing their mobile for a day. Believe me I wish that was the only problem I had to deal with, a phone just pales into insignificance.

[Anonymous]

Take your point,but I assume you could always apply that logic,and use it as an excuse to do nothing! With me it's not the fault,its why did it happen,what have we learned and how did we handle it! But as you say I've had a fair go this evening,lets see how public Ronan makes his findings and solutions in the days/weeks ahead ! Thanks,Bye

[Abs]

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@Anonymous wrote:

The voucher is only available for download between 1st and 30th September. So hopefully by then everyone will have forgot. So to reward you for a bad experience, lets piss off our customers even more. ooh and whilst on the phone now, average wait is 30 minutes, and hey close at 9pm, so probably won get answered. ! Joke ! Hope the Chief Exec is watching this, as I have tweeted to sky news and bbc news Tim

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Tim, just to clarify, the gesture of goodwill that we have agreed to offer to all impacted customers due to the disruption and inconvenience caused last week is 10% off for pay monthly & 10% extra top-up for pay&go customers not the £10 O2 voucher. 

The £10 O2 voucher that can be used in store via O2 Priority Moments is announced as a *thank you* to all our customers for supporting us through an unprecedented and difficult period that we all have witnessed. If you're a fan of O2 Priority Moments, I'm sure you'll won't miss it on your feed

Thanks, Abs

[Abs]

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@Anonymous wrote:
Take your point,but I assume you could always apply that logic,and use it as an excuse to do nothing! With me it's not the fault,its why did it happen,what have we learned and how did we handle it! But as you say I've had a fair go this evening,lets see how public Ronan makes his findings and solutions in the days/weeks ahead ! Thanks,Bye

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Gerald, I'm equally saddened with this incident as you are. Having said that, you've raised some key pointers which we'll be focusing on going future. I can assure you that we'll do everything we can to improve our core network infrastructure so any such incidents can be avoided in future. Being one of the top UK providers and a leading communications company, we understand our customers have high expectations which we need to fulfil. 

The situation could have been a lot worse but our network engineers did an amazing job working throughout the night to get to the bottom of this issue and resolve it for all impacted customers.

I think, we were able to communicate as much information as we can to our customers during the incident, using all media channels available (blog, twitter, status checker, o2.co.uk, facebook, community, etc) even though our primary focus at that time was to investigate and resolve the issue with highest priority. 

I hope some of that above info was useful to you.

Thanks, Abs

[Anonymous]

The reason the voucher is available in September is actually to make sure people don't miss out due to being away in the holiday period.

[perksie]

That makes sense and I suspect to allow good time to make sure the arrangements are in place.

I've been reading a lot of good response on Twitter to this as well.