O2 offers compensation to customers affected by 4G outage

A general view of a sign at the O2 headquarters in Slough Berkshire as the network has said it is investigating a technical fault that has left thousands of mobile customers unable to get online. PRESS ASSOCIATION

The outage caused woe to hit O2 customers around the UK

The mobile phone operator, with more than 25 million customers, has agreed to compensate users for the disruption after pressure from disgruntled customers who were unable to use the internet or in some cases make calls.

Today, the phone giant offered a credit of "two days of monthly airtime subscription charges by the end of January" for its pay monthly, small and medium business and mobile broadband customers, as compensation.

- Pay-as-you-go customers will be given a 10 per cent credit on a top up in the new year.

A TfL spokesperson said: "We're sorry that customers are unable to use our Countdown screen at bus stops for live travel and some Santander Cycles customers can not hire bikes". A source said the compensation...

The problem is said to have affected O2's 3G and 4G networks, and Swedish networking giant Ericsson later admitted that its software had caused the problem.

"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".

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.

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If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Ericsson, which builds most of the backend tech for the majority of cellular network providers, said the downtime was caused by an expired certificated in a version of its management software that some EU-based telecommunications companies use.

The biggest network that was affected by the error was O2, but also included other networks that rely on O2: GiffGaff, Sky Mobile, Lyca, and Tesco Mobile.

An O2 spokesperson said: "We're very sorry about Thursday's data issue".

"I want to let our customers know how sorry I am for the impact our network data issue has had on them, and reassure them that our teams, together with Ericsson, are doing everything we can", Mark Evans, CEO of Telefonica (O2) United Kingdom, said. We have been working hard on resolving the United Kingdom data issue since early this morning.

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

Marielle Lindgren, chief executive of Ericsson UK and Ireland, said: "'The faulty software that has caused these issues is being decommissioned".

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