17 May O2 network issues update
There’s currently an issue on our network in parts of East London, North London, Kent and East Sussex. Here’s the latest on what’s happened and what we’re doing to fix it.
What has happened?
There has been theft and vandalism at one of our operations sites in East London and, as a result, customers in East London, North London, Kent and Sussex may be experiencing problems making or receiving calls, texts or data.
How are you fixing this?
Our engineers are on site now working to replace the stolen equipment and repair the vandalism.
How long will it take you?
At the moment there is no estimated time for this to be fixed, however we’re working on getting our network up and running as soon as possible and expect it to be today.
We’ll update this post as soon as the situation changes.
Why has it taken this long for you to say what’s happened?
We discovered the problem in the early hours of this morning. Our engineers were on site as soon as possible. Once we discovered that there had been a theft, we made the site secure and informed the police, and announced it as soon as we could.
Why weren’t you more secure?
This was a well organised theft which targeted this operations site. We have the full support of the police in investigating this incident.
Why don’t you have backups?
We have extensive continuity plans which we are bringing into effect now. The nature of this theft has prevented us from restoring service immediately but we expect to do so today.
Can I get compensation?
Customers who can demonstrate a material loss as the result of this outage should contact customer service and we will review that on a case by case basis.
What are you doing to make sure this doesn’t happen again?
It’s too early to draw any conclusions but we will be conducting a thorough investigation into how this happened.
I’m not in one of those areas but I’m having issues. What about me?
Please contact our Customer Service team who’ll be able to investigate what’s happening. You can also use our status checker at http://status.o2.co.uk.
Where can I go for more information?
We’ll update this blog post with more information as the situation develops.