Now that the frenetic complaining about less than a days lost service as a result of the O2 network outage last week has finished, people have moved on to complaining about what compensation they feel they should receive.
Most people don’t read their mobile phone contracts, but within them there is a statement to the effect that the network cannot reasonably guarantee 100% uptime. Just like British Gas cannot guarantee that gas will be supplied to your house every minute of every day of every year.
So anyone demanding compensation for what in the end was a period of 19 hours of disrupted service is out of luck. By the letter of the contract there is none owed.
Our Pay Monthly terms explain that our service is not fault-free and customers have a right to terminate their contract if they are without service for a minimum of 7 days.
However O2 have today confirmed that they will be offering a goodwill gesture to those “directly affected” – the equivalent of three days back for the disruption to say sorry.
O2 are also giving everyone on O2 a £10 O2 voucher to spend in store. This will be redeemable via the O2 Priority Moments app or online at www.o2.co.uk/priority.
Personally, while this is a nice touch, and from a PR point of view perhaps even required, I think people claiming for the cost of a contract or PAYG handset on another network need to reassess their life.
I was without my phone during the outage, and yes it was inconvenient, but I didn’t miss a job interview, get run over by a bus or generally have my life frozen in stasis while it was out of action. I appreciate some people were left without vital communications in circumstances such as elderly relatives and such like, but really you should have an alternative option in place.
Anyway, O2 have confirmed the specific details as:
Pay Monthly customers will receive 10% off their July subscription which will be applied on their September bill, which is equivalent to 3 days back
Pay & Go customers will receive 10% extra on their first top-up in September