Affected by O2 network downtime issues – your rights to redress

O2 coverage and network status

On 6 December 2018 O2 had a problem with data services on its network. At the time of publishing this blog post it still has a problem. O2 says the coverage and network issues are due to a third party software failure and that mobile operators around the world could also be affected.

Your rights when you don’t get the coverage you are paying for

Under the Consumer Rights Act 2015  you are entitled to services to be carried out with reasonable skill and care. It is irrelevant that the problem is caused by a third party problem. Your contract is with O2 and so therefore O2 is in breach of contract and you are entitled to redress.

You are entitled to a full refund of the cost of the time you are without use of your phone. You are also entitled to redress for any out-of-pocket expenses you incurred due to not being able to use anything on your phone. E.g. you incurred bank charges because you couldn’t transfer money or had to use a payphone. You can claim for consequential loss due to O2’s breach of contract.

How to complain to O2

Once the system is back up and running, calculate your losses. Write do not phone so you have a record of evidence. Outline the problems you had and any costs you incurred and provide evidence for this. State what you want as redress and mention that it is because of a breach of the Consumer Rights Act 2015, as outlined above.

Get in quickly, a huge queue of complaints will soon grow.

You can also jump the queue of complaints and complain to the ceo. Go to ceoemail.com for contact details. The CEO won’t respond personally but the matter does get escalated and dealt with by a different team to customer services.

Follow Top 20 Tips for complaining effectively when you write.

If you do not get a satisfactory response you can take the matter to Ombudsman Services: Communications of which O2 is a member. You will need to ask for a deadlock letter or wait until 8 weeks has passed since you started the complaint.

Contract with another provider using the O2 network

Other providers such as Giff Gaff and Tesco use the O2 network. In these cases you will need to follow the advice above but with your provider directly not O2. Always complain to the company with whom you have the contract and pay the money!

Check whether your provider is with Ombudsman Services: Communication or CISAS.

Update on compensation from O2

O2 disruption: Operator offers compensation over outage  The BBC article states the following:

“Mobile operator O2 has said it will compensate its customers following a day of disruption to its data networks.

Pay Monthly customers will be credited with two days of monthly airtime subscription charges in January.

Pay As You Go customers will get 10% credit on a top-up and Pay As You Go mobile broadband users will get 10% off a Bolt On purchase, in the new year.”

“The compensation for Pay Monthly customers includes SMB business and mobile broadband users.”

Update on compensation from Sky

Sky has announced that it is giving affected customers a day of free unlimited UK data this Saturday 8 Dec. Customers will not need to do anything to get this.

Further help for complaining to telecom providers

lap top on woman's knees phone in one hand

 

All you need to know about complaining to telecom providers which provides lots of posts relating to differing telecom issues.

 

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

 

For lots of information, advice, tips, consumer laws and template letter GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

O2 network failures – your consumer rights

The funny side of the O2 problem

Some people saw the funny side of the issues facing O2 customers.

Emergency tariff released following O2 signal failure a great post by Trafford Express.

Businesses and consumer alike got in on the act.

 

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Author: Helen Dewdney

Helen Dewdney is a consumer journalist, author and editor of consumer website The Complaining Cow. Regularly seen and heard in the media discussing consumer and empowering people to assert their legal rights.

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