O2 to compensate customers over service outage

O2 to compensate customers over service outage

O2 has said that the software issue that left millions of customers unable to use any data services worldwide yesterday was down to a flaw in Ericsson certificates.

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

The mobile operator also plans to give its prepaid customers a 10 percent discount and credit on top-up plans. O2 said it will let customers know when this is available.

O2 also tweeted a short statement after it restored all services during early morning December 7, saying that their technical teams will continue to keep a close eye on the network's performance.

If you're using public wi-fi when there's an outage, make sure your device is secure, and avoid taking any financial transactions while online, or using services you need to log-in to in order to use, such as Facebook or other social media sites.

The day-long O2 outage impacted all of the operator's 25 million customers, as well as an additional seven million customers using Sky Mobile, Tesco Mobile and giffgaff, all of which use the same mobile infrastructure.

The issue was resolved by Friday morning - almost 24 hours after it was first reported.

"We're very sorry about yesterday's data issue. We understand how important it is to stay connected, especially at this time of year", a company spokeswoman said.

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The compensation announcement comes after mounting pressure from consumer groups.

Alex Neill, managing director of home products and services, said O2 should compensate "customers for the frustrating network failure suffered by millions".

Ericsson adds: "The cause of today's network issue is in certain nodes in the core network resulting in network disturbances for a limited number of customers across the world, including in the UK".

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.

The two firms said: "We fully appreciate it's been a poor experience and we are really sorry".

"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". "Yes it's an inconvenience". Ericsson will undoubtedly be pressured by O2 and the third-parties affected for reassurance as well as potential compensation, while customers remain unclear whether or not they will see recompense.

Amusingly, when the Financial Times first reported the issue and pointed the finger at Ericsson, they claimed they were unaware of any issues relating to their networking equipment or software.

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