Monday, December 17, 2018

O2 clients obtain grovelling apology textual content after 4G community meltdown – however customers slam ‘insulting’ compensation


O2 CUSTOMERS have slammed the corporate’s compensation provide in a grovelling textual content apology at this time as “insulting” after its 4G community meltdown.

The cellphone firm has advised clients they are going to be credited for 2 days of their month-to-month airtime subscription by the top of January – which works out to be as little as 84p for some.

O2 have apologised to customers and offered them compensation after this week's 4G network meltdown
O2 have apologised to clients and supplied them compensation after this week’s 4G community meltdown
PA:Press Affiliation

The textual content apologised for the “community points” and has mentioned they’re doing all they will “to verify this difficulty doesn’t occur once more”.

It comes after 25million O2 clients had been left with out information for almost 24 hours, whereas some couldn’t ship textual content messages on Friday.

Nonetheless, many shoppers took to Twitter to blast the provide as “insulting” and “disgusting”.

One mentioned: “@O2 you suppose crediting me in 7-Eight weeks is an appropriate apology?! It’s the damned insult to the damage! I’m disgusted!!”

This is the text O2 customers received
That is the textual content O2 clients acquired
Another said they were 'disgusted' at the offer
One other mentioned they had been ‘disgusted’ on the provide
Customers slammed the compensation offer as 'insulting'
Clients slammed the compensation provide as an ‘insult’
The compensation works out to barely a £1 for some customers
The compensation works out to barely a £1 for some clients
Customers will be credited for two days of their monthly airtime subscription by the end of January
Clients can be credited for 2 days of their month-to-month airtime subscription by the top of January

One other added: “@O2 I acquired your textual content stating you’ll be giving 2 days credit score as an apology; approx 94p is an insult not an apology.”

One mentioned: “Blimey, @O2 has supplied two days of community costs to compensate for a day trip of contract. At £15/month, that’s £1. Merry Christmas!”

One who claimed they’d not acquired the textual content but mentioned: “@O2 haven’t even acquired the apology textual content however 2 days credit score of airtime again is disgusting compensation.

“Ought to be handled higher. Would really like somebody to ring me and I wish to depart and no I’m not paying the rest of my SIM solely contract.”

This customer said O2 should have treated them better
This buyer mentioned O2 ought to have handled them higher

Your rights when your community goes down

WHEN your community goes down, it's your cell supplier's accountability to repair the issue.

When you really feel the outage triggered you vital issues otherwise you waited a very long time for the repairs to happen, it’s value complaining and asking for a refund in your invoice or compensation.

To complain, you could observe your supplier’s formal complaints process. Particulars must be accessible on its web site or from its buyer companies.

In case your downside remains to be unresolved after eight weeks you may submit your criticism to an impartial Various Dispute Decision (ADR) scheme.

Ofcom has authorized two ADR schemes – CISAS and Ombudsman Companies: Communications.

Your supplier will inform you which scheme it’s a member of.

In case your cell plan is £13 a month, for instance – which is reportedly O2’s least expensive airtime aircraft – as there are 31 days in December, you’d get again simply 84p.

Pay £20 month, and also you’d get round £1.40.

O2 says this can be credited by the top of January onto your month-to-month cell invoice.

Pay-as-you-go (PAYG) cell customers will get a 10 per cent credit score on a top-up within the new 12 months, whereas PAYG cell broadband clients will get a 10 per cent low cost on a bolt on buy within the new 12 months.

Not everyone thought the offer was unfair
Not everybody thought the provide was unfair
This customer seemed understanding
This buyer appeared understanding

An O2 spokesperson mentioned: “We’d as soon as once more wish to thank our clients for his or her persistence. We’re doing all we are able to to verify this difficulty doesn’t occur once more.”

When you’re one of many 7million folks with a supplier that piggybacks on O2’s community, equivalent to GiffGaff, Lycamobile, Sky Cell, and Tesco Cell this compensation won’t apply.


Not everybody appeared upset with the O2’s compensation provide.

One particular person on Twitter mentioned: “Good on @O2 for texting their clients and providing a credit score for 2 day for month-to-month contract by the top of Jan. Truthful sufficient!”

One other added: “@O2 thanks on your txt however actually it’s not needed! The world didn’t finish did it – IT sadly breaks typically. Inform Mr Evans to sit back & not stress, most of his clients are understanding. Thx for the comms updates all through – Merry Christmas xxx”

Try how one can declare a reimbursement from O2 after its community went down.

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