O2 compensation: How to claim money back after network outage

Alfred Osborne
December 9, 2018

"We understand how important it is to stay connected, especially at this time of year", a company spokeswoman said.

'We will be updating our customers later today on how we will make yesterday's data service issue up to them and we'd once again like to thank our customers for their patience'.

Pay-monthly customers, SMB business customers and mobile broadband customers two days of monthly airtime credit off their bill by the end of January.

O2 said pay-as-you-go mobile broadband customers would receive a 10% discount on a Bolt On purchase - which are additional call, text or data bundles that can be purchased at any time.

Mobile network operator O2 has confirmed it will compensate its customers after they went an entire day without internet data.

3G services were restored last night, whilst 4G was back by this morning, though some customers are still reporting problems (try turning your phone off and on again if this is you).

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O2 is to offer its 25 million customers a "goodwill gesture".


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She added: 'Ericsson sincerely apologises to customers for the inconvenience caused'.

"We fully appreciate it's been a poor experience and we are really sorry".

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.

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

"We're giving you a day of free unlimited United Kingdom data this Saturday 8 Dec, so you can catch up on all the things you've missed".

Ericsson said the problem stemmed from an expired certificate in "two specific software versions of the SGSN-MME" - which has now been "decommissioned" by the company.

"It's technology, it can fail", said one person on Twitter. However their technicians did a damn good job in getting the problem resolved so quickly.

"The bigger issue here is that mobile carriers all over the world, including in Great Britain and in Japan, are all running some of the software in question, with control over the maintenance of this proprietary software completely in the hands of a single vendor, in this case, Ericsson". The issue was reported to have been caused by a software fault identified by a third-party supplier.

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