Home / Break Tech / O2 announces goodwill gestures after millions hit by data outage | Business

O2 announces goodwill gestures after millions hit by data outage | Business

The mobile phone provider O2 has said its 25 million UK customers will get up to two days’ credit in compensation as a goodwill gesture after a UK-wide outage that left them unable to get online.

The technical fault, which resulted in the 3G and 4G services going down and also had an impact on the ability for many people to make or receive calls, affected millions of users on the UK’s second largest mobile network. The outage began at about 5am on Thursday, with 3G capability restored at 9.30pm and the 4G network restored at 3.30am on Friday.

By way of apology, O2 is to offer its pay-monthly and small and medium-sized business and mobile broadband customers a credit of two days’ worth of charges by the end of January.

Pay-as-you-go O2 customers will get a 10% credit when topping up in the new year. And pay-as-you go mobile broadband customers will also get a 10% discount on a bolt-on purchase – which are additional call, text or data bundles that can be purchased at any time.

“We’re very sorry about yesterday’s data issue,” said a spokesman for 02. “We understand how important it is to stay connected, especially at this time of year.”

O2 is also launching an advertising campaign in national newspapers this weekend apologising to customers for the outage.

The outage also affected around 7 million customers of services including Tesco Mobile, Giff Gaff, Sky Mobile and Lycamobile, which use the O2 network. It will be up to those providers to decide if they will make any kind of similar offer to their customers.

Sky Mobile has already sent out a message to its customers awarding them a free day of data usage to make up for the outage.

“We’re really sorry for the issues you experienced on Sky Mobile yesterday,” the company said in a text to all of its customers on Friday morning. “We’re giving you a day of free unlimited UK data this Saturday 8 December, so you can catch up on all the things you missed. You don’t need to do a thing.”

A spokeswoman for Tesco Mobile, which has more than 5 million UK customers, said that it would also be offering some sort of compensation to customers.

It is not yet clear whether mobile virtual network operators such as Sky and Tesco will seek some form of commercial recompense from O2 because of the outage.

O2 said it would be closely monitoring data services over the coming days and promised to carry out a review to understand what went wrong.

British customers reported not being able to use mobile data to access the internet and the operator’s network on Thursday after disruption began at about 5am.

“Our technical teams will continue to monitor service performance closely over the next few days to ensure we remain stable,” a spokesman said.

O2’s equipment supplier, the Swedish firm Ericsson, said its software had caused the problem.

“A review will be carried out with Ericsson to understand fully what happened,” the O2 spokesman said. “We’d like to thank our customers for their patience during the loss of service on Thursday 6 December and we’re sorry for any impact the issue may have caused.”

The company had earlier issued a joint apology with Ericsson.

Sign up to the daily Business Today email or follow Guardian Business on Twitter at @BusinessDesk

O2’s UK chief executive, Mark Evans, said: “I want to let our customers know how sorry I am for the impact our network data issue has had on them.

“We fully appreciate it’s been a poor experience and we are really sorry.”

Marielle Lindgren, the chief executive of Ericsson UK and Ireland, said: “The faulty software that has caused these issues is being decommissioned.

“Ericsson sincerely apologises to customers for the inconvenience caused.”


Source link

About ADMIN

Check Also

Super Smash Bros Ultimate review – the fighting game with everything | Games

There’s magic to the concept of the crossover, when strange worlds collide and wildly disparate …

Leave a Reply

Your email address will not be published. Required fields are marked *