Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes down

O2’s network crash saw over 32 million angry customers left without internet access for nearly 24 hours. Mobile network[1] users reported experiencing problems with the data services shortly after 5.30am yesterday. Only in the early hours this morning, O2 confirmed[2] their 4G network had been restored.

In a statement they said: “Our technical teams will continue to monitor service performance closely over the next few days to ensure we remain stable. “A review will be carried out with Ericsson to understand fully what happened. “We’d like to thank our customers for their patience during the loss of service on Thursday 6 December and we’re sorry for any impact the issue may have caused.”

The Mirror[3] has produced this run through of your compensation rights.

Are you entitled to compensation for O2’s outage?

You may be able to claim for the following:

  • Money back while repairs are being carried out if you’re still without service – although most people should now be back up and running.
  • An additional refund or account credit once it’s live again to cover the outage period when you didn’t receive the service you paid for.
  • In some cases where you have been without service for some time, you may also have the right to leave your contract penalty-free. 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.
  • If you’re forced to incur any extra charges because of the outage, such as having to pay for public wifi, you can complain to your provider and ask for compensation to cover those unexpected expenses. Keep all evidence including receipts and emails for this as you will have to prove the expenses in your claim.

Read More

O2 down

  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downO2 boss Mark Evans breaks silence
  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downCan O2 users claim money back?
  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downFULL statement from O2
  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downNetwork issues update

How to complain and claim money back

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 internal complaints procedure.

You can get in touch with O2 here[4] or the rest of the providers below. If you raise a case but it’s still unresolved, or solved without good reason, you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme[5] after eight weeks.

Read More

If your problem cannot be resolved, ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant ADR scheme directly before the eight week mark. Ofcom has approved two ADR schemes – CISAS[6] and Ombudsman Services: Communications[7] .

Read More

O2 down

  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downO2 boss Mark Evans breaks silence
  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downCan O2 users claim money back?
  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downFULL statement from O2
  • Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downNetwork issues update

Word of warning

Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes downPerson making a phone call

All networks affected on Thursday will be experiencing huge wait times on customer services lines today, so be prepared for this.

Aim to call from the device registered as this will be free, and if possible try using social media or online chat tools instead. If there’s no rush, you can email them and they’ll respond to you in due course.

GiffGaff compensation

Dozens of people have been complaining to GiffGaff about compensation for yesterday’s outage – however the company is yet to response. Mirror Money has asked the provider for a statement on what your rights are.

One customer said: “I would like compensation as I have lost a lot of money today as I use my phone for business it’s a complete and utter joke.”

Read More

At this stage, your best bet is to contact them directly[8] and raise your concerns.

Tesco Mobile compensation

Compensation for GiffGaff, Tesco Mobile, Lycamobile and Sky Mobile after O2 goes down

Tesco Mobile hasn’t issued a statement on what customers can do if they’ve been left out of pocket by yesterday’s outage however you are within your right to escalate any concerns with them[9] and claim back any losses. They may offer to give you a free day to make up for the loss, or another incentive by way of an apology.

Sky Mobile compensation

Sky Mobile has apologised for the inconvenience caused on Thursday and says it’s giving everyone a day of free calls to make up for it. “We’re really sorry for the issues you experienced on Sky Mobile yesterday.

We’re giving you a day of free unlimited UK data this Saturday 8 Dec, so you can catch up on all the things you’ve missed,” a statement on its website said.

However, if you’ve incurred any extra charges or feel that the company has left you down, you can claim back any losses[10] or raise a complaint here[11] .

Read More

Lycamobile compensation

Lycamobile customers are largely pay-as-you-go and may of them are abroad – which means it would have been an even bigger nightmare for people trying to get online – or contact people – around the world yesterday.

To raise a concern, the best thing to do is:

  • Dial 322 from Lycamobile, though be aware of a GBP0.09 charge per call
  • Or dial 0207 132 0322 from another network phone or +44 207 132 0322 from abroad.
  • Alternatively, send an email to cs@lycamobile.co.uk[12] or complete this form[13] and they’ll get in touch with you.

References

  1. ^ Mobile network (www.liverpoolecho.co.uk)
  2. ^ O2 confirmed (www.liverpoolecho.co.uk)
  3. ^ Mirror (www.mirror.co.uk)
  4. ^ O2 here (www.o2.co.uk)
  5. ^ Alternative Dispute Resolution (ADR) scheme (www.ofcom.org.uk)
  6. ^ CISAS (www.cisas.org.uk)
  7. ^ Ombudsman Services: Communications (www.ombudsman-services.org)
  8. ^ to contact them directly (community.giffgaff.com)
  9. ^ escalate any concerns with them (www.tescomobile.com)
  10. ^ you can claim back any losses (go.redirectingat.com)
  11. ^ raise a complaint here (go.redirectingat.com)
  12. ^ cs@lycamobile.co.uk (www.liverpoolecho.co.uk)
  13. ^ complete this form (www.lycamobile.co.uk)

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