Telefonica O2 regularly comes out bottom (in the good way) when it comes to customer complaints, however it’s suffered two significant setbacks this year with a pair of major network faults, leaving millions without service on both occasions.
O2 is now promising to invest £10 million to ensure its customers aren’t hit with a third service outage.
Derek McManus, O2’s COO, shares the network’s plan in a blog post titled Rebuilding your trust in our leading network.
The plan is threefold, and will see O2 removing its Central User Database. It’s provided by one of O2’s suppliers (read: it’s not O2’s fault), and has suffered two different problems in the past four months.
The second point will see O2 investing £10 million in the “proven alternative solution”, in addition to the £1.5 million it already invests daily on network improvement.
Thirdly, the Service Experience Team is “up-weighting and re-focussing” (ahem) to ensure “the highest level of customer network experience” as O2 goes through the necessary changes.
McManus cries: “While we recognise that we have dented the confidence and trust of some of our customers, I hope this plan will demonstrate our commitment to rebuilding that trust.
“We will not rest until we have cemented the stability of our network and can deliver the level of service customers have come to expect of us over the last ten years.”
An earlier post confirmed: “While the network outage on the afternoon of October 12th was highly regrettable we will not be offering compensation in this case. We can assure all our customers that we are continually working to improve the consistency of service they get from our network.”