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  • FIRST POST
    • Former MSE Helen
    • By Former MSE Helen 12th Jul 12, 8:24 AM
    • 2,324Posts
    • 971Thanks
    Former MSE Helen
    MSE News: O2 network down: How to use your mobile and will I get compensation?
    • #1
    • 12th Jul 12, 8:24 AM
    MSE News: O2 network down: How to use your mobile and will I get compensation? 12th Jul 12 at 8:24 AM
    "Millions of O2 phone users have been unable to use their mobiles after parts of the network went down..."

Page 1
    • redrose1414
    • By redrose1414 12th Jul 12, 8:54 AM
    • 438 Posts
    • 5,462 Thanks
    redrose1414
    • #2
    • 12th Jul 12, 8:54 AM
    • #2
    • 12th Jul 12, 8:54 AM
    I have turned my 3G off and now I can recieve texts but can't make or recieve calls. Any one know why? It seems strange that I can get texts but not calls.
    RISEABOVEHATE
    NeverGiveUp
    • latecomer
    • By latecomer 12th Jul 12, 9:36 AM
    • 4,619 Posts
    • 2,626 Thanks
    latecomer
    • #3
    • 12th Jul 12, 9:36 AM
    • #3
    • 12th Jul 12, 9:36 AM
    From the linked article:

    Can I use this to leave my contact?

    You have to be kidding - this meant to be a money saving website not a forum for getting out of contracts when something goes a little wrong. Let everyone walk away from their contracts and then do we have another article next year about why everyone's contracts are all £10 more expensive as they recover the costs.

    Perhaps this is what comes of selling out to a commercial company......
    • Silk
    • By Silk 12th Jul 12, 9:56 AM
    • 4,730 Posts
    • 3,107 Thanks
    Silk
    • #4
    • 12th Jul 12, 9:56 AM
    • #4
    • 12th Jul 12, 9:56 AM
    I have turned my 3G off and now I can recieve texts but can't make or recieve calls. Any one know why? It seems strange that I can get texts but not calls.
    Originally posted by redrose1414
    Mine was the same so I turned the phone off and turned it back on and it's fine now no problems
    It's not just about the money
    • movilogo
    • By movilogo 12th Jul 12, 10:05 AM
    • 2,608 Posts
    • 1,918 Thanks
    movilogo
    • #5
    • 12th Jul 12, 10:05 AM
    • #5
    • 12th Jul 12, 10:05 AM
    You have to be kidding - this meant to be a money saving website not a forum for getting out of contracts when something goes a little wrong.
    20 million people not being able to use their phones is not a little thing! Network outage that this scale means something is seriously wrong.

    If O2 is not forced to pay any compensation, they won't have any initiative to make sure this does not happen again.

    While being able to leave contract might be far fetched, O2 should at least compensate customers properly e.g. by waving a week's fee etc.
    Happiness is buying an item and then not checking its price after a month to discover it was reduced further.
  • jamesd
    • #6
    • 12th Jul 12, 10:06 AM
    • #6
    • 12th Jul 12, 10:06 AM
    Breaking the contract seems unlikely if the story that this was due to a burglary at an O2 network control center is true. Force majeure clauses would presumably apply. A burglar might, say, have cut the power to some systems, some of which might not have recovered normally when power was restored. Or maybe some cables were stolen. (shrug)

    redrose1414, different phones and services can use different servers at the back end of a mobile phone network so it's not surprising that only some phones, some people and some services are affected at the same time. 2G voice service is probably most critical and highest priority. Texts used to and still might travel as background traffic on the control network for voice, so they might come back before voice does. People who aren't using the affected back end servers might only be affected by things like slower texts due to an accumulating backlog of messages for the ones who can't get connected.
    • latecomer
    • By latecomer 12th Jul 12, 10:25 AM
    • 4,619 Posts
    • 2,626 Thanks
    latecomer
    • #7
    • 12th Jul 12, 10:25 AM
    • #7
    • 12th Jul 12, 10:25 AM
    20 million people not being able to use their phones is not a little thing! Network outage that this scale means something is seriously wrong.

    If O2 is not forced to pay any compensation, they won't have any initiative to make sure this does not happen again.

    While being able to leave contract might be far fetched, O2 should at least compensate customers properly e.g. by waving a week's fee etc.
    Originally posted by movilogo
    Something was seriously wrong - but its wasn't every customer that was affected, reports say tens of thousands were affected, not millions.

    I'm sure O2 will be trying very hard to ensure it doesn't happen again as I suspect business customers may well have compensation clauses if there is complete lack of service (similar to broadband contratcs etc)

    For the majority of people its an inconvenience and not being able to text your pals for a few hours is hardly the end of the world.
  • annie1975
    • #8
    • 12th Jul 12, 10:29 AM
    • #8
    • 12th Jul 12, 10:29 AM
    All working here now..Seems like most people are now?
  • annie1975
    • #9
    • 12th Jul 12, 10:35 AM
    • #9
    • 12th Jul 12, 10:35 AM
    Something was seriously wrong - but its wasn't every customer that was affected, reports say tens of thousands were affected, not millions.

    I'm sure O2 will be trying very hard to ensure it doesn't happen again as I suspect business customers may well have compensation clauses if there is complete lack of service (similar to broadband contratcs etc)

    For the majority of people its an inconvenience and not being able to text your pals for a few hours is hardly the end of the world.
    Originally posted by latecomer
    I agree. When you think of a big network like that,things can and do go wrong.And I think they have done remarkably well to get it working within 24 hours.
    • marleyboy
    • By marleyboy 12th Jul 12, 10:39 AM
    • 14,803 Posts
    • 28,739 Thanks
    marleyboy
    After a quick reboot my phone is now back including 3G. For those of you still waiting for service, try giving it another reboot now and let us know if it is up and running.

    For the majority of people its an inconvenience and not being able to text your pals for a few hours is hardly the end of the world.
    It isnt just the inconvenience for one or two people sat at home, quite a lot of businesses have O2 contracts, which has caused them quite a major issue.

    For some people the network is a lifeline, if your not effected, do feel free to post in a thread where you might be of more use.
    1+1+1=1
    "Marleyboy you are a legend!"
    MarleyBoy "You are the Greatest"
    Marleyboy You Are A Legend!
    Marleyboy speaks sense
    marleyboy (total legend)
    Marleyboy - You are, indeed, a legend.
    • latecomer
    • By latecomer 12th Jul 12, 10:45 AM
    • 4,619 Posts
    • 2,626 Thanks
    latecomer
    FYI The company I work is on O2 for all phones so I was directly affected.

    Most business customers have business contracts (and landlines for that matter)

    As I said in my post for the majority of people its an inconvenience, which acknowledges for some its more than this.
    • marleyboy
    • By marleyboy 12th Jul 12, 10:47 AM
    • 14,803 Posts
    • 28,739 Thanks
    marleyboy
    Thank you for your useful information. I refer you to my last paragraph on my previous post.

    if your not effected do feel free to post in a thread where you might be of more use.
    1+1+1=1
    "Marleyboy you are a legend!"
    MarleyBoy "You are the Greatest"
    Marleyboy You Are A Legend!
    Marleyboy speaks sense
    marleyboy (total legend)
    Marleyboy - You are, indeed, a legend.
    • latecomer
    • By latecomer 12th Jul 12, 10:57 AM
    • 4,619 Posts
    • 2,626 Thanks
    latecomer
    Thank you for your useful information. I refer you to my last paragraph on my previous post.

    Quote:
    if your not effected do feel free to post in a thread where you might be of more use.
    by marleyboy

    FYI The company I work is on O2 for all phones so I was directly affected.
    Originally posted by latecomer
    Maybe that helps clear things up? If not do let me know and I'll post it again.....
    • nutty1
    • By nutty1 12th Jul 12, 11:04 AM
    • 2,167 Posts
    • 4,357 Thanks
    nutty1
    they said i can have 35p compensation
    • lonestar1
    • By lonestar1 12th Jul 12, 11:24 AM
    • 546 Posts
    • 475 Thanks
    lonestar1
    says a lot about our society that a few hours with no mobile connection can cause so much disruption
    • gjchester
    • By gjchester 12th Jul 12, 11:38 AM
    • 5,603 Posts
    • 1,773 Thanks
    gjchester
    If O2 is not forced to pay any compensation, they won't have any initiative to make sure this does not happen again.

    While being able to leave contract might be far fetched, O2 should at least compensate customers properly e.g. by waving a week's fee etc.
    Originally posted by movilogo

    Already covered in o2's T&C

    2.2 The Service isnít fault-free; a range of different geographic, atmospheric or other conditions or circumstances beyond our control can impair it.
    ...
    Youíre entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care.

    Its a fault, no system or server will ever be 100% fault free, you can plan backups and fail overs but they can fail too. Faults happen, get over it and move on. Repairing a network within 24 hours is using reasonable skill and care.

    If you have consequential loss on a contract you have a case for compensation for any loss of business, and you may have a case if you were forced to buy another service, but the vast majority of people will have though Oh Well, and gone to the pub.

    Most people will have no right to compensation, lost nothing due to the outage, and are just trying it on...
    • movilogo
    • By movilogo 12th Jul 12, 11:50 AM
    • 2,608 Posts
    • 1,918 Thanks
    movilogo
    Faults happen, get over it and move on. Repairing a network within 24 hours is using reasonable skill and care.
    But if a mobile is stolen and customer reports after 24 hours and thief racks up £1000 bill by then, customer is liable to pay!

    I am not saying that O2 should now offer one month free to everyone but a pro rata waiver + some goodwill gesture will be welcome by all.

    When Blackberry outage happened, they did offer some compensation to customers.
    Happiness is buying an item and then not checking its price after a month to discover it was reduced further.
  • the_ginger_ninja
    I was left lost somewhere outside Leicester without access to the email that contained the address of the customer, and without GPS/Satnav as it couldn't download the GPS data. I had to find a shop, buy a SIM card for Vodaphone and top it up just to get to my customer.

    I spoke to 02 who told me that they wouldn't do anything about the £10.99 I'd spent on the vodaphone sim, nor would they refund the 25p it cost to find out why my phone wasn't working as their customer services number is a 25p charge. I told them I wanted my PUC code if that were the case. They didn't care, just gave it to me. I was spending circa £100 a month on a single phone contract with them and was quite disgusted by their 'oh well' attitude.

    I will be moving to Hutchinson 3 today.
  • shorty15
    Moan moan moan
    My god listen to yourselves. I can understand people complaining that there business has been affected but others shouting compensation and get me out the contract well just a couple of points.

    For the normal consumer user like myself and yes i was affected well how much inconvenience has it REALLY cost you, oh you couldnt txt your mum to put the kettle on OUCH major losses there then.

    Can we get out the contract? well two things to say about this. If your that unhappy that your just looking for an excuse to leave them then just buy yourelf out the contract and leave and stop looking for any excuse to complain, 2) If you experience a power cut for say 20 mins which all of us have at some point how many of you call them and demand a refund or switch providers on the back of it.

    Stop complaining and deal with it as things break everyday and this will always happen and no I havent called them to ask for compensation and I wont be either because there has been times when I couldnt pay my bill and they helped me when they didnt have to. No i'm not a big fan and just as annoyed as everyone else that I had no service but were talking 1 day here not weeks. My main issue is the people complaining about compensation, well these will be the same people that will be offered a weeks refund only for them to say a week is that it? This qoute proves what i am talking about.

    But if a mobile is stolen and customer reports after 24 hours and thief racks up £1000 bill by then, customer is liable to pay!

    I am not saying that O2 should now offer one month free to everyone but a pro rata waiver + some goodwill gesture will be welcome by all.

    Q: Why you waiting 24hrs to report it? and if you report and prove it was stolen before those calls were made you can't be charged because you reported it so it would be barred
    Last edited by shorty15; 12-07-2012 at 1:37 PM. Reason: correction
  • Narc
    People don't instantly start raging about compensation for power cuts, I'm not sure how this is any different. This is the first time in my memory that my phone phones service has gone down.
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