If you are one of many O2 customers, and one of the unlucky ones, you would not have failed to notice that your phone may have had no service for a day and a half on Wednesday.
I was one of them.
At first, I assumed my phone was broken; I tried the basic survival instincts of turning it off and on. Nothing. Getting slightly worried, my first port of call was Twitter and Facebook for updates on any O2 related news, and there it was a few (slight understatement) complaints from people unable to use their phone. When I clicked on the O2 Twitter page, there was decidedly nothing, the latest tweet was from the week before. It wasn’t until a few hours later that I checked back and Googled O2 where an article led me to a link to the O2 ‘status reporter’ page, which was supposedly to keep customers ‘updated’. For all I could see, it was just a small paragraph that they were fixing the problem.
For a network, whose sole aim is to provide methods of communicating, they weren’t all that communicative in their own messages. It was only until a while later that O2 started responding to this and updating customers on resolving the problems, but in my opinion they were slightly slow off the mark. Nowadays, there is not really an excuse for a delayed response, technology has overcome this issue, or maybe technology has raised the bar so high that we, as customers expect nothing but the best and quickest response. There is a strong need for immediate responses within the communication and media sector, not only to provide the best service, but to show that you are keeping up to date with current developments. There is no room for delay anymore.