O2 offers discount as apology for network failureAffected customers get 10% for disruption

18 July 2012

O2 logo

O2 is offering affected customers a 10% discount on their monthly bill or 10% extra on their next top-up as an apology for the service disruption last week.

As well as the discount, O2 is offering customers affected by the outage a £10 voucher to spend in O2 stores. This can be downloaded through its Priority Moments app or from O2priority.co.uk.

The discount for contract customers will be applied to their September bill, while pay-as-you-go users will have their first top-up in September increased by 10%.

What caused the disruption?

The network failure - which left some customers unable to call, text or use the internet for up to 24 hours - was apparently caused by an upgrade to a new database, which then knocked people off the network. For more information read our news story on the O2 network outage.

A spokesperson for the network said, 'On Wednesday of last week we experienced a fault with one of our network systems which meant that one third of our customers devices could not register correctly on our network at some point over a one-day period. As a result, those customers could have experienced difficulty when making and receiving calls, sending texts and using data.

'The issue we had was unprecedented and we recognise that this caused inconvenience and frustration for those who had a disruption in service. We have now identified all those customers directly affected (those whose devices could not connect on our system) and are giving them the equivalent of three days back for the disruption as a gesture of goodwill and to say sorry.'

Tesco Mobile and Giffgaff

Tesco Mobile and Giffgaff - which both run off the O2 network and are part-owned and fully-owned by O2 respectively - will be offering the same discount to customers, but not the additional £10 voucher.

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