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O2 Customer: Can I Claim Compensation?

Deliveroo rider on a bicycle in a street with kit on

The mayhem following O2’s network disruption sent international shockwaves across the world on Thursday.

A statement in the early hours of Friday morning notifying customers that the network was finally back up and running, brought welcome relief to customers and businesses a like.

When something like this happens it brings our reliance on our mobile phones to the forefront of our minds, with the knock on effects not only causing problems to us personally but also how we earn a living.

Deliveroo riders especially need their mobiles phones to earn an income. Many riders on Thursday felt the pain and had to return home not able to complete a single delivery.

Can I claim compensation?

The good news is that customers will be able to claim for out of pocket expenses that resulted from being with out their phone.

Consumer experts say that users will be able to claim under the Consumer Rights Act 2015, which states that services should be carried out with reasonable skill and care.

Need an extra pair of hands?  Read The Best Car Phone Holders For 2019 


This means that customers will be able to claim a refund for what they pay on a contract for the time they were with out the use of the phone.

You may also be able to claim consequential loses for example if you incurred bank charges because you was not able to move your money.   

Furthermore you may be able to claim a loss of income due to not being able to work, but of course you should be able to evidence this.

What to do next?

You may want to write to O2 detailing (with evidence) your losses. It may also be worth mentioning in your letter the Consumer Rights Act 2015.

If you are unhappy with the response you get from 02 it could be referred to the Ombudsman Service who will manage the complaint further.

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2 comments on “O2 Customer: Can I Claim Compensation?

  1. Annamarie Augood

    Because of o2 being down I couldn’t book any work for deliveroo what can I do about it


    • Information Desk

      Thank you for your message!That must have been so frustrating! Have you thought about writing down what you potentially lost and writing to O2? You may be able to prove the lose by detailing what you earned the previous week. Does this help?
      Where abouts do you work?


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