I’m an O2 customer – what can I do?
We’ve asked O2 if it’s planning to pay compensation to customers affected by today’s outage, and will update this story when we know more.
There’s no specific rule on when customers are entitled to compensation in this situation, although Ofcom’s website says it “may be appropriate” for your provider to give you money back if you’ve experienced issues.
It is also worth checking your contract to see if it says anything about what happens if you don’t receive the promised service.
You could also use your consumer rights, to claim for a service that has not been provided, though it’s worth noting that as this remedy would likely be a proportion of your monthly charge it’s likely to be a very small pay out. Instead you may be better to ask O2 for a goodwill gesture to make up for the inconvenience.
Here’s what you can do if you’ve been affected by today’s issues:
- Keep any evidence. If you’ve been left out of pocket as a result of the outage, such as if had to pay for a more expensive train ticket as you were unable to access your Railcard app, keep any evidence such as screenshots and copies of any extra charges you’ve faced. Then include them to your complaint to O2.
- Complain to O2 if unhappy. If you decide to make a compensation claim, you should go through O2’s official complaints procedure (or your network’s complaints procedure if you’re with a piggybacking firm).
If the complaint’s still unresolved after eight weeks or you’re unhappy with the outcome, you can escalate to an alternative dispute resolution scheme the Communications Ombudsman, which will assess your complaint independently – O2, Giffgaff, Sky Mobile and Tesco Mobile are all signed up to it.
An Ofcom spokesperson said: “We are aware that O2 is experiencing problems with its network. We are in contact with the company to establish the scale and cause of the problem.”