Survey: A third of O2 customers want to leave following outage

Survey: A third of O2 customers want to leave following outageIf you have eyes and/or ears, you couldn’t help but see and/or hear about the O2 network outage last week. It was all over the telebox, newspapers, the cyberweb, and wireless radio.

A subsequent survey suggests that a third of O2 customers are so furious that they wish to leave as soon as possible.

Reaction to the O2 network outage ranged from “These things happen,” (including me on giffgaff) to “I’m sooooo outta here, you useless bar stewards.”

According to a survey from, 34% of the 894 customers questioned are in the latter camp. That includes both O2 contract and PAYG customers.

A whopping 83% expected some form of compensation, be it money off their bill or free PAYG credit.

Mark “Marky P” Pearson, chairman of, mused: “It was interesting to see how many people are considering changing their network provider as a result of O2’s outage last week. It makes you wonder how we managed before mobile phones came along!

“I think the main issue for most people isn’t the fact that they were unable to use their phone, but more that they were paying for a service that they weren’t getting.”

On that note, can I point out that contract customers are paying the equivalent of circa £1 per day. True, it’d cost O2 a fortune if they reimbursed everyone, but on an individual level, it amounts to diddly squat.

Are you on O2? Do you intend to bail as soon as your contract’s up?

Read more about: GiffgaffO2Tesco Mobile

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B1zarr0Prim3  Jul. 18, 2012 at 13:05

I've been with o2 for over 6 years now and I'm leaving them when my contract is up in November.
Nothing to do with the outage, more because they don't offer unlimited data with their contracts any more. I want to be able to use my smartphone without having to worry about whether or not I'm exceeding my allowance.
For what I'm paying a month at the moment, I know I can get unlimited texts and data elsewhere.

barrybarryk  Jul. 18, 2012 at 13:06

It'll be forgotten about in a month and nothing will change. The downtime trying to transport a number across networks, or spread your new number around, would be longer than the outage, sounds like cutting off your nose to spite your face to me.

If O2 can identify those that were affected they probably will take a small percentage off the bill for the downtime

Update from o2 via Techradar:

"We have now identified all those customers directly affected (those whose devices could not connect on our system) and are giving them the equivalent of three days back for the disruption as a gesture of goodwill and to say sorry:

Pay Monthly customers will receive 10% off their July subscription which will be applied on their September bill, which is equivalent to 3 days back
Pay & Go customers will receive 10% extra on their first top-up in September
In addition to this, all O2 customers will be receiving £10 to spend with O2's Priority scheme, which can be used at places like WHSmith or Odeon.

Dannygns  Jul. 18, 2012 at 14:01

HI i have bean with o2 for about 6 or 7 years continually, and no move to Orange with my one contract and another one in about 3 to 4 months time Better service faster internet connection and no problem with network, and o 2 seams don't do anything to keep me happy so i will spend my money with some one else.

JanSt / MOD  Jul. 18, 2012 at 19:22

Seriously, I'm pretty sure a third of customers of every single network in the world want to move at any given time. Give them a BIG event and the'll voice their anger louder than usual.

In fact, I'm surprised it's only a third in this particular case.
People tend to stay, because 1) signal where they live/work 2) laziness 3) whatever YOUR reason is...

This isn't a criticism, by the way. But pretty much every minus that affects 1 customer on network X affects another customer on network Y... O2 had their big outage now. Be happy. See it as if lightening struck your house. Statistics says you'll be safe for a good while.


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