Published: Sun, December 09, 2018
Technology | By Lionel Gonzales

O2 network outage ends: Here's what happened

O2 network outage ends: Here's what happened

O2 customers affected after a technical fault left millions unable to get online could be in line for compensation.

Sky Mobile, one of the operators affected by the outage as it uses O2 network, has already confirmed it will compensate customers with a day of free unlimited data.

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

Pay-as-you-go customers will receive a 10 per cent credit on a top-up in the new year.

The company said its 3G and 4G data networks, which were knocked offline by a software issue on Thursday morning, were restored to normal on Friday.

"We will be updating our customers later today on how we will make yesterday's data service issue up to them and we'd once again like to thank our customers for their patience".

If customers are not happy with how a complaint has been responded to, or it takes more than eight weeks to be resolved, a further complaint can be submitted to an independent Alternative Dispute Resolution (ADR) scheme.

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An O2 spokesperson apologised for the data outage and assured customers they are doing everything possible to ensure it does happen again in the future. "We are working closely with the remaining customers that are still experiencing issues".

Millions of customers of O2, SoftBank, Tesco Mobile, and Sky Mobile mobile carriers experienced mobile data and network outages starting December 6 because of expired certificates in Ericsson's Serving GPRS Support Node - Mobility Management Entity (SGSN-MME) software.

"We're very sorry about yesterday's data issue".

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.

She added: "The software is likely not open source, therefore, nobody other than Ericsson themselves was likely to be aware of it".

"The faulty software that has caused these issues is being decommissioned and we apologise not only to our customers but also to their customers", he said.

"The cause of today's 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", explains Swedish telecoms company Ericsson, which provides the software blamed for the problem.

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