O2 compensation: How to claim money back after network outage

O2 network outage over as UK 4G restored

Which? managing director of home products and services Alex Neill said: 'It's right that O2 compensates its customers for the frustrating network failure suffered by millions of customers.

According to a SoftBank press release following the network outage, the consumers were affected between 1:39 pm and 6:04 pm (JST) on Thursday, December 6, 2018, with SoftBank and Y!mobile 4G LTE mobile phone service, fixed-line telephone service "Ouchi-No-Denwa" and SoftBank Air being the impacted services.

O2 initially blamed the giant outage on a problem with software from a "third-party" supplier, later confirmed to be Ericsson, which was also affecting other carriers around the world.

"We'd once again like to thank our customers for their patience".

Ericsson has their fingers in a lot of pies, but the largest portion of their business is constructing the mobile networks big brands such as the UK's O2 and the Japanese Softbank use.

The CEO of O2 Mark Evans followed it up with: "I want to reassure our customers that we are doing everything we can to fix the issue with our network and say how sorry I am to everyone affected".

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"We will continue to work with Ericsson, through the night, who have assured us that a full service will be restored for customers by the morning", he added.

The network said: "We're really sorry for the issues you experienced on Sky Mobile yesterday".

British customers reported not being able to use mobile data to access the internet and the operator's network on Thursday after disruption began at about 5am.

She added: 'Ericsson sincerely apologises to customers for the inconvenience caused'.

This was backed up by a statement from O2's boss. "We are really sorry for the issues yesterday".

A staggering 32 million United Kingdom residents were directly affected as a result of the interruption, either through O2 or third-party providers that piggyback the same network - such as Tesco and Sky. "The faulty software that has caused these issues is being decommissioned". The company said the initial root cause analysis indicates that the main issue was an expired certificate in the software versions installed with these customers.

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