O2 confirms compensation package to 'make it up' to hundreds of thousands of customers who lost service last week


Click to follow
The Independent Tech

O2, the mobile phone operator, has said it wants to “make it up” to the hundreds of thousands of customers who lost service following a network outage last week, by handing out a compensation package.

Admitting that the network collapse, which affected approximately a third of customers, had caused "inconvenience and frustration", the company said that Pay Monthly customers will receive 10 per cent off their July subscription, applied on their September bill. Pay & Go customers will receive an extra 10 per cent on their first top-up in September, with each of the extras applied automatically. 

"We have now identified all those customers directly affected (those whose devices could not connect on our system) and we are giving them the equivalent of three days back for the disruption as a gesture of goodwill and to say sorry," the operator added.

All O2 customers, whether they were affected by the outage or not, will also be given a £10 voucher to spend in store, to be made available throughout September. The firm said that the voucher was to “thank all our customers for supporting us through an unprecedented and difficult period”.

The giffgaff mobile phone network, which runs on O2, have also offered compensation to customers affected by the system fault, with an extra 10 per cent on top up credits for all members, running from today [THURS 19]  until July 25.