You could be entitled to a refund from O2 and GiffGaff due to the recent service outage.
Around 32 MILLION O2 mobile,Tesco Mobile, GiffGaff, Lyca and Sky Mobile customers have been hit after O2 4G network suffered an outage this week, which left users unable to use their data.
O2 has 25 million customers and another 7 million customers, from other providers that share O2’s network.
The recent outage happened around 05:30 GMT on Thursday 6th of November, causing mass outrage for their customers.
If the recent outage caused you significant problems or loss of money, it’s worth complaining and asking for a refund or credit on your bill. Also if any customers have had to wait to long for a phone repair, you may also be able to make a claim!
Why did O2’s network go down?
The major outage was caused by a software glitch within O2’s system.
In a joint statement with Ericsson, O2 boss Mark Evans said:
“I want to let our customers know how sorry I am for the impact our network data issue has had on them, and reassure them that our teams, together with Ericsson, are doing everything we can. We fully appreciate it’s been a poor experience and we are really sorry.”
How can i claim compensation from O2 and GiffGaff?
Users should be able to claim under the Consumer Rights Act 2015, which states that services should be carried out with reasonable skill and care.
Customers would be able to claim a refund for what they pay on a contract for the time they were without the use of the phone. You could also claim consequential loss due to breach of contract!
Here’s an example, if you incurred bank charges because you were unable to move your money with your banking app, due to no 4G data, or from the cost of having to use a public payphone.
This must be a genuine loss which and evidence MUST be provided. Some workers trying to claim a lost day of employment would struggle, where as others like taxi drivers have a genuine reason to claim as their livelihood was directly affected.
Ms Dewdney who writes a blog called The Complaining Cow, suggested phone users calculated their losses and wrote to O2 with the evidence. You should state what you want as compensation (within reason) and mention the Consumer Rights Act 2015.
If the response you got was unsatisfactory, you could refer the matter to the Ombudsman Services: of which O2 is a member. You would also need to ask for a deadlock letter, or wait 8 weeks from the beginning of your complaint.
What are the links for my mobile providers complaints page?
If for any reason you need help and support with your claim, there is a handy online tool called Resolver. They have ready made template letters for you to use, and they also make sure your claim gets to the right department and the right person.
Good luck with your claim, and let me and my readers know how you get on in the comments below!
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