Our network story

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A better networkfaster. smarter. stronger

4G is transforming the way people do business

Data usage is rising sky high

We’re building a better network

Putting customers front and centre

Listening and acting quickly

Building the foundations for a Digital Britain

4G

wifi

3G

2G

fixed

We’re proud of our network and committed to making sure that it delivers for our customers

Experienceand expertise

• Proven track record carrying 120m calls and 140m texts per day

• A network collaborationwith Vodafone

• Part of the global Telefónica family across 25 countries

Continued investment

• Over the lastfew years we’ve invested over£1 billion in our network

• We spend £1.5 million a day

• Focusing on areas that are important to you

Delivering innovation

• O2 Wifi – growing by an average 100,000 customers every week, now at 10 million registered users.

• During 2013 increased the number of Wifi locations by over 50% to around 10,000

• 4G launched in August 2013 and we’ve rolled out to 15 major cities and over 163 towns – reaching 32% of the population

Honesty and transparency

• We are open about network speeds and coverage

• Our award winning online tools let you check coverage and see any unexpected network issues or planned work

Our customers rely on us to keep them connected whatever the situation. But that’s just the day job….

4G is transforming the way people do business

Our fastest network roll out ever

• Live in 15 cities and over 163 towns

• Coverage: 19m people. 32% UK population (indoor)

Enabling better business

• Businesses are embracing Pop Up Office

• 4G is enabling cloud services for smart devices, unified comms, video based applications, remote expert scenarios…

4G Roll Out – Cities (pop over 250,000)

Places with pop over 250,000

Launch Date Current 4G Coverage

London 29 Aug 2013 94%

Birmingham 27 Sep 2013 82%

Glasgow 23 Oct 2013 93%

Liverpool 16 Oct 2013 96%

Leeds 29 Aug 2013 86%

Edinburgh 19 Nov 2013 97%

Sheffield 27 Sept 2013 98%

Manchester 30 Oct 2013 98%

Leicester 27 Sept 2013 94%

Coventry 27 Sept 2013 97%

Bradford 29 Aug 2013 97%

Wolverhampton 27 Sep 2013 92%

Nottingham 27 Sept 2013 90%

Newcastle upon Tyne 19 Nov 2013 >99%

Dudley 27 Sept 2013 70%

City Current forecast

Belfast Q2 2014

Cardiff Q4 2014

Kingston upon Hull Q4 2014

Reading 2015

Derby 2015

Bristol 2015

Stoke-on-Trent 2015

Plymouth 2015

Southampton 2015

4G Roll Out – (Towns with population c70,000-250,000)

Already have 4G coverage

Birkenhead Brighton Eastbourne Gateshead HalifaxHarlow/

SawbridgeworthHemel Hempstead

Hove Huddersfield Maidstone Oldbury/Smethwick Paisley Rotherham Salford

Slough Solihull South Shields St Albans Stockport Sunderland Walsall

Watford West Bromwich Woking/Byfleet Worthing York

Forecast 2014

Chatham Gillingham Hastings Sutton Coldfield Swindon Wakefield Darlington

Aberdeen Basingstoke Blackburn Bolton Bracknell Chelmsford Portsmouth

Derry Dundee Hartlepool Lisburn Newport Oldham (April 2014) Wigan

Rochdale Southport St. Helens Stevenage Swansea Warrington Swindon (April 2014)

*Locations in red are latest information

60% rise in data over the last yearOur customers are using more and more data for a growing variety of apps

They’re moving quickly to new generation of tablets & smartphones

And have greater access to high speed networks.

• We’re currently undertaking one of the biggest infrastructure improvement projects in the UK - building the foundations for Digital Britain

• We’re completely modernising our 2G & 3G networks while rolling out a brand new 4G network - bringing data coverage to parts of the UK where we haven’t had it before

• We’ll bring coverage to 98% of the UK population whether 2G, 3G or 4G, before our regulatory requirement of 2017

• We’re heavily investing £1.5m a day in our network to improve customer experience – more resilience, improved reliability, better call quality, faster download speeds and greater coverage

• We’re strengthening our seamless connectivity options: 10m wifi customers using 10,000 hotspots and growing

• We currently have 4G live in 16 cities and 163 towns and covering 19m people - 32% of the population (indoor)

We’re building a better network for the UKfaster. smarter. stronger

Our network modernisation programme is a game changing activity that will benefit all of our customers

Customer experience is always our #1 consideration in everything we do

• We’re measuring the impact of our activity at a local postcode level

• We’re working on our network at different times of the day and night - when our customers will feel less impact

• We’re clustering our approach to Network rollout – moving across a city in ‘waves’ and doing it quickly with less disruption

• We’re streamlined our processes to condense the amount of time it takes us to swap out our street furniture

• We’re using remote optimisation antennae tilting software, that reduces the time it takes to optimise a site

• We’ve got our different vendors together for the first time ever, sharing ideas to improve overall experience

• We’ve made our customer communication processes more effective

• We’re refreshing our network training for all our customer facing teams

• We’ve upgraded our network app and internal network reporting tools 

We’re making our network more resilient and increasing it’s reliability

• Over the last 2 years we have been working hard to modernise, while increasing the resilience and capacity of our Network

• We’ve simplified our architecture and pooled technologies to provide redundancy across our Network

• We are significantly increasing capacity and using more modern technology to carry customer voice and data from our radio masts back to the core of our network

• We’ve expanded the number of ‘paths’ that our networks can take to connect to the internet (a bit like doubling the amount of lanes of traffic) – which means more capacity and faster speeds for customers

Delivering innovation with

• Wifi and 4G are perfect partners

• A UK-wide Wifi network with over 9,000 locations and growing

• Over 10 million registered O2 Wifi users. We are the fastest growing wifi provider in the UK*

• From the moment our public wifi service was switched on in 2011, we’ve fully content-filtered our service at all venues

• Free of charge. For everyone. Doesn’t use data allowance

• One-off registration process, then automatic connection to any of O2 Wifi's thousands of venues. No username or password required

• Free access to O2 Wifi on London Underground for O2 customers

Reliable, fast, free internet for everyone, nationwide

*Over five million of those customers signed up in the last 12 months making O2 Wifi the fastest growing Wifi provider in the UK

Making special times even more special

• With our innovative new motorbikes and customer experience testing equipment we are getting into those ‘hard to reach’ parts of cities

• Super-sizing our super cells

• Sending the O2 COWs to enable connectivity at busy times & places

• Bringing ground-breaking world-class technology into Premier League Stadiums

We’re all eyes and ears

Our network coverage map, apps & tools all work together, so we can use customer insight to identify & fix things quicker

But don’t just take our word for it…

O2 is a multi award winning network

WINNER

Our commitment to you

• We will always be open about coverage and network speeds

• We have robust processes in place to continually support you

- The Service Experience Management Centre (SEMC) pro-actively monitor the customer experience using data feeds such as, Yammer, Twitter and Crowd Source (i.e. status.o2.co.uk) 24/7

- Network Management Centre – manages and monitors the network around the clock

- We categorise incidents by their severity

- Over 200 local engineers working 24 hours a day,365 days a year to keep our network running

• If things go wrong, we’ll do everything we can to get things up and running as quickly as we can

And remember, it’s not just about our mobile network

It’s about a consistent network experience across voice and data – fixed and mobile

23 million customerson multiple voice and data networks in the UK

We manage

Our Network StoryAppendix

The Technology that keeps you connected…

2G(900 / 1800)

GPRSEDGE

3G(2100 / 900)

3GHSDPA

4G(Data Only)

Wifi

Voice Data

A few examples to get you thinking

Saving time and increasing productivity

A small, family-run civil engineering firm specialises in the design of roads, roundabouts and junctions.

Whilst on site, staff use 4G tablets to quickly access and download large files such as completed design and drawings for reference, and upload photos and videos.

They are also able to send plans and drawings to the local highways and buildings authorities for liaison and approval while working on-site.

A few examples to get you thinking

Getting closer to customers, improving service and driving productivity

A supplier of specialised aircraft equipment has a single technical team to support its customers across the UK.

When specialist help is required, the maintenance technician can set up a high-quality live video link via a 4G phone so that support staff can run diagnostics and suggest fixes.

The 4G phone can be used in the confined spaces around the aircraft, showing the remote team exactly what they need to see.