O2 sparks outrage among its customers with connection issues

Alonzo Simpson
December 9, 2018

Pay-monthly customers, SMB business customers and mobile broadband customers two days of monthly airtime credit off their bill by the end of January.

O2 CUSTOMERS are back online this morning after one of the most spectacular telecoms outages in recent years.

SoftBank said earlier the outages stemmed from problems at exchanges for its high-speed wireless LTE network - known as 4G. A source said the compensation...

In a statement, Ericsson said that Thursday's major data network outage had been caused by an issue with its software.

"We'd like to thank our customers for their patience during the loss of service on Thursday, December 6 and we're sorry for any impact the issue may have caused". Ericsson will undoubtedly be pressured by O2 and the third-parties affected for reassurance as well as potential compensation, while customers remain unclear whether or not they will see recompense.

Sky is offering up a day of free unlimited data on Saturday as a way of saying sorry to customers.

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In the case of O2, this is Ofcom-approved Ombudsman Services: Communications, which reviews a case and comes to an independent decision on it, usually within six weeks. "We are really sorry for the issues yesterday".

Issues with O2's mobile network were first reported at around 5:20 am yesterday after customers said they could not use their 3G or 4G data.

O2 United Kingdom chief executive Mark Evans said: "I want to let our customers know how sorry I am for the impact our network data issue has had on them. We fully appreciate it's been a poor experience and we are really sorry", said Mark Evans, CEO, Telefonica (O2) United Kingdom, during the incident.

It added, 'An initial root cause analysis indicates that the main issue was an expired certificate in the software versions installed with these customers.

Ericsson, which builds most of the backend tech for the majority of cellular network providers, said the downtime was caused by an expired certificated in a version of its management software that some EU-based telecommunications companies use.

"The cause of [the] network issue is in certain nodes in the core network resulting in network disturbances for a limited number of customers across the world, including in the United Kingdom", said Marielle Lindgren.

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