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O2 will not offer instant compensation to customers hit by signal problems | O2 will not offer instant compensation to customers hit by signal problems |
(7 months later) | |
O2 will not be offering customers compensation for the signal failure on Monday that left people in Manchester, London, Glasgow and parts of Northern Ireland unable to call or text anyone. | O2 will not be offering customers compensation for the signal failure on Monday that left people in Manchester, London, Glasgow and parts of Northern Ireland unable to call or text anyone. |
The outage sparked outrage among customers and even prompted a tweet from the business secretary Sajid Javid, who told the provider to “sort it out”. | The outage sparked outrage among customers and even prompted a tweet from the business secretary Sajid Javid, who told the provider to “sort it out”. |
A spokesperson for O2 told The Independent that the company would not be making a blanket compensation offer to the affected customers in the same way it did in 2012, when a significant signal outage saw the company give a £10 voucher to every customer. | A spokesperson for O2 told The Independent that the company would not be making a blanket compensation offer to the affected customers in the same way it did in 2012, when a significant signal outage saw the company give a £10 voucher to every customer. |
But the outage on Monday, which left the people affected with no signal for around seven hours, which was “not on the same scale” as the issue three years ago. | But the outage on Monday, which left the people affected with no signal for around seven hours, which was “not on the same scale” as the issue three years ago. |
Instead, those affected will need to make their own claim to the company to request compensation. These claims will be dealt with on a “case-by-case” basis, the spokesperson said. | Instead, those affected will need to make their own claim to the company to request compensation. These claims will be dealt with on a “case-by-case” basis, the spokesperson said. |
In a statement, the company said: “Yesterday evening some customers experienced a problem accessing our network and we apologise for the inconvenience caused to those customers who were affected. We restored service at 23.35. | In a statement, the company said: “Yesterday evening some customers experienced a problem accessing our network and we apologise for the inconvenience caused to those customers who were affected. We restored service at 23.35. |
“The problem was caused by some network equipment that was temporarily unable to correctly process mobile phone traffic for some of our customers. | “The problem was caused by some network equipment that was temporarily unable to correctly process mobile phone traffic for some of our customers. |
“To be more specific, it was primarily the system that allows overseas customers to roam onto our network. The problem also impacted a second piece of equipment that allows calls, texts and data for UK customers to be managed correctly on our network. | “To be more specific, it was primarily the system that allows overseas customers to roam onto our network. The problem also impacted a second piece of equipment that allows calls, texts and data for UK customers to be managed correctly on our network. |
“Having identified this, we have now isolated the problem to prevent this from happening again.” | “Having identified this, we have now isolated the problem to prevent this from happening again.” |
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