O2 Network Issues & How To Complain

O2 customers, and Tesco Mobile customers have been experiencing mass outage today.

This is due to the O2 mobile network been down since the early hours of the morning. Customers have been left unable to use their mobile data since around 5.30am on Wednesday December 6th 2018. Customers across Social Media are also reporting that they are unable to make calls and send texts as they have no signal to do so.

According to Down Detector, the independent outage monitor, reports are originating from major UK cities including London, Liverpool, Birmingham and Manchester. The latest update is that their third party suppliers have identified a ‘system issue’ in their system which has affected mobile services globally.

But what does this all mean for customers and O2? Could this be an attack or hack towards the network giant or is this simply a kink in the network. Information at the moment is very brief but we’ll keep this blog post upto date with the latest news.

Can You Complain?

Depending on the circumstances, it may be appropriate for your provider to offer you some money back while repairs are being carried out.

In more extreme cases, where repairs take much longer (for example it takes longer than usual to access a mast site to undertake repairs), you may be entitled to an additional refund or account credit.

In cases where you have been without service for some time, you may also have the right to leave the contract without penalty. There may be a term in your contract saying you can do this if your provider has failed in its obligations to you or breached a key condition.

How can you complain to O2? This is what Ofcom says on the matter. If your provider fails to repair a fault by the date promised, or you are unhappy with how long it is taking, you should follow their formal complaints procedure. Details should be available through their website or customer services.

If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Head to the O2 website if you want to make a complaint.

Also, the O2 Twitter feed is the best place to get live updates regardless of the network you are with.