O2 customers are unable to access their accounts this morning as the network’s website and app has crashed.
The mobile phone firm confirmed that it is aware of the problem and engineers are working to fix the issues.
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According to outage tracking website Downdetector, the problems started in the early hours of this morning.
O2’s sign in page is down and says: “We’re working on it. This page is unavailable because we’re making improvements to our site.
“We’ll have it back up and running as soon as possible”.
It is also affecting the provider’s My O2 and Priority apps, which are not working.
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O2 users took to social media to complain about the outage, saying it was affecting their ability to top up credit or pay their bills.
“I want to pay my O2 bill but your website has been down since yesterday,” one customer said.
“I will get a £6 late payment charge if it’s not paid! Please advise me what to do.”
“Both the app and website are down due to repair on both,” another user said.”
Phone is cut off, so no way of paying my bill. Need my phone on ASAP, help!”
A third customer wrote on Twitter: “I’ve been waiting all day to top up my phone. This is a joke. Can’t text or call anyone, no mobile data.”
Customers who are struggling to pay their bill due to the glitch should call the payment line on 0800 902 0217.
If you need to top up, you can try calling 4444.
An O2 spokesperson said: “We’re aware of an issue that means O2 customers are not able to access the My O2 portal.
“We are currently restoring this service, which will be back shortly, and we’re sorry for any frustration caused – this issue does not impact O2 mobile services.
“For any urgent account issues or questions, customers can still get in touch with our customer service team.”
Will I get compensation from O2?
If you’ve been left out of pocket due to the website and app outage, you may be able to get compensation.
For example, if you were unable to pay a bill online and have been hit with late fees you might be able to get those refunded.
O2 hasn’t confirmed whether customers will get any extra charges repaid, and we will update this article with more information when we have it.
In the meantime, make a note of any additional expenses caused by the outage.
Previously, the network has offered compensation after users were without service for 12 hours.
O2 hiked prices for some customers by up to 11.7% last month as inflation rose.
Vodafone, BT and EE also increased bills, adding up to 9.3% to their contract fees.
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