IF you’re an O2 customer who is affected by an internet, call or mobile outage we explain how to check your service status.
Speedy 4G and reliable service are must-have for many Brits who continue to work remotely.
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Is O2 down?
O2 customers have reported a network outage today, which has left them unable to make calls or browse the web.
Problems started at around lunchtime on February 8 with over 600 issues logged by customers on the outage detection site Down Detector.
O2 has 34 million customers in the UK.
The mobile firm also operates services for Giffgaff, Sky Mobile, Tesco Mobile and Lycamobile.
How do I check the service status of O2?
O2 has a dedicated Network Support Page where you can find out what might be causing the issue.
The site also has a live network status tracker to check if there are problems in your area by entering your postcode.
This can also be done quicker on your mobile by using the My Network app.
How can I contact O2 and am I entitled to compensation?
In 2018, millions of O2 customers received compensation after a major outage.
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Customers got back two day’s worth of credit to apologise for the 48-hour service blackout.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
Their contact us section sets out troubleshooting options for O2 pay as you go, monthly and business customers, and includes a live chat feature.
O2 do have a Formal Complaints Procedure should their other services not fix the problem.
Their Complaint Review Service can be contacted by email or post and you can expect a response within five days either resolving or extending the period to deal with the complaint.
You will have 28 days to respond before O2 closes 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.
Customers of Giffgaff, Sky Mobile, Tesco Mobile, CUniq or Lycamobile who wish to make a claim should contact these companies directly.
If you’re an EE customer, check out this explainer on their claims procedure.
