Published: Sun, December 09, 2018
Electronics | By Kelly Massey

O2 customers hit out at 'insulting' compensation offer after data outage

O2 customers hit out at 'insulting' compensation offer after data outage

A spokesperson for O2 said: "We understand how important it is to stay connected, especially at this time of year".

O2 said it would update customers later on Friday on how "we will make yesterday's data service issue up to them". "We're doing all we can to make sure this issue doesn't happen again". You'll receive a credit of two days of your monthly airtime subscription charges by the end of January.

O2 CUSTOMERS are back online this morning after one of the most spectacular telecoms outages in recent years.

- Pay as you go customers on O2's mobile broadband will also be given a 10 per cent discount on a Bolt On purchase in 2019.

O2 has said the giant data network outage that left millions of customers unable to access the internet or other services from their phones has now ended.

The compensation announcement comes after mounting pressure from consumer groups.

Which? managing director of home products and services Alex Neill said: 'It's right that O2 compensates its customers for the frustrating network failure suffered by millions of customers.

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'In addition, O2 needs to give its customers reassurances that it is taking measures to stop this from happening again.

She added: "The software is likely not open source, therefore, nobody other than Ericsson themselves was likely to be aware of it".

This would mean a customer on the cheapest £13 a month airtime contract will receive 87p in credit despite them not being able to use their phone for almost 24 hours on Thursday. "We're really sorry for the issues you experienced on Sky Mobile yesterday", the network said.

"During December 6, 2018, Ericsson has identified an issue in certain nodes in the core network resulting in network disturbances for a limited number of customers in multiple countries using two specific software versions of the SGSN-MME (Serving GPRS Support Node - Mobility Management Entity)", said Ericsson's press release.

For customers wishing to complain, regulator Ofcom said they should follow O2's formal complaints procedure, which is available on the network's website. "Well done to all involved".

Amusingly, when the Financial Times first reported the issue and pointed the finger at Ericsson, they claimed they were unaware of any issues relating to their networking equipment or software.

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