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O2 network down: Can you get compensation for loss of service?

Manchester Evening News logo Manchester Evening News 06/12/2018 Matthew Cooper
Customers have been left unable to use their 4G and data © Credits: PA Customers have been left unable to use their 4G and data

O2 customers, and Tesco Mobile customers have been experiencing mass outage today as the O2 network has been down since the early hours of the morning.

Customers have been left unable to use their 4G and data after the network since around 5.30am on Wednesday December 6.

Some are also reporting that they are unable to make calls and send texts as they have no signal to do so.

According to Down Detector, the independent outage monitor, reports are mainly originating from major UK cities including Manchester, London, Liverpool and Birmingham.

The latest update is that their third party suppliers have identified a 'system issue' in their system which has affected mobile services globally.

But can you claim money back and how can you complain to O2? This is what Ofcom says on the matter.

a hand holding a cellphone: O2 customers have not been able to use data © PA O2 customers have not been able to use data

PA

Can you claim money back?

Depending on the circumstances, it may be appropriate for your provider to offer you some money back while repairs are being carried out.

In more extreme cases, where repairs take much longer (for example it takes longer than usual to access a mast site to undertake repairs), you may be entitled to an additional refund or account credit.

In cases where you have been without service for some time, you may also have the right to leave the contract without penalty. There may be a term in your contract saying you can do this if your provider has failed in its obligations to you or breached a key condition.

Is O2 still down and when will it be fixed? Mobile network issues update

How you can complain?

If your provider fails to repair a fault by the date promised, or you are unhappy with how long it is taking, you should follow their formal complaints procedure. Details should be available through their website or customer services.

If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Head to the O2 website if you want to make a complaint.

Also, the O2 Twitter feed is the best place to get live updates.

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