MILLIONS of O2 mobile customers have been hit after the network suffered an outage this week, which left users unable to use their data.
But if you feel the outage caused you significant problems or you waited a long time for repairs to take place, it’s worth complaining and asking for a refund on your bill or compensation.
To complain, you need to follow O2’s formal complaints procedure.
It’s worth submitting copies of any receipts or bills which prove any spending you’ve had to make because of the O2 outage as this will strengthen your complaint.
If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
Telecoms regulator Ofcom has approved two ADR schemes – CISAS and Ombudsman Services: Communications. O2 is a member of the Ombudsman Services scheme.
O2 told The Sun it is “reviewing” how it can “make it up to our customers”. We’ll update this news story if we hear any more.
When O2 suffered a similar outage in 2012, it reportedly gave affected users three days’ worth of data back, while all O2 customers got a £10 O2 voucher.