O2 con­firms it will com­pen­sate cus­tomers for mo­bile glitch

The Herald - - NEWS - JACK MCGRE­GOR

O2 has con­firmed it will com­pen­sate users af­fected by the tech­ni­cal fault that took the mo­bile net­work’s data ser­vices off­line.

The com­pany said its 3G and 4G data net­works, which were knocked off­line by a soft­ware is­sue on Thurs­day morn­ing, were re­stored to nor­mal yesterday.

Some O2 cus­tomers also be­ing un­able to send and re­ceive text mes­sages but O2 said this is­sue had also been re­solved.

The firm said it would be giv­ing its pay monthly, small and medium busi­ness and mo­bile broad­band cus­tomers credit for two days of monthly air­time sub­scrip­tion charges, to be is­sued by the end of Jan­uary.

Pay-as-you-go cus­tomers are to be given 10% credit on a top-up in the new year, O2 said, adding it will let cus­tomers know when this is avail­able.

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.

“We’re very sorry about yesterday’s data is­sue. We un­der­stand how im­por­tant it is to stay con­nected, es­pere­ported cially at this time of year,” a com­pany spokes­woman said.

“We’d once again like to thank our cus­tomers for their pa­tience. We’re do­ing all we can to make sure this is­sue doesn’t re­cur.”

Sky Mo­bile – which uses O2 ser­vices– has an­nounced plans to give its cus­tomers a day’s free un­lim­ited data on Satur­day De­cem­ber 8.

On Thurs­day, O2 is­sued a joint apol­ogy with tele­coms com­pany Eric­s­son over the mo­bile data in­ci­dent.

O2 UK chief ex­ec­u­tive Mark Evans said: “I want to let our cus­tomers know how sorry I am for the im­pact. We fully ap­pre­ci­ate it’s been a poor ex­pe­ri­ence and we are re­ally sorry.”

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

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