Ericsson apologises for O2 network outage

Ruben Fields
December 9, 2018

O2's data network went down at around 4:45am yesterday morning, with the immediate and downstream outage affecting around 32 million people (so describing them as "a limited number of customers" seems a little off, Ericsson).

Customers wishing to complain should follow a company's formal complaints procedure - usually completing an online form or phoning the company directly.

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.

Ofcom has approved two ADR schemes for mobile phone service fault and problems - CISAS and Ombudsman Services: Communications.

Sky Mobile - which uses O2 services - has announced plans to give its customers a day's free unlimited data on Saturday December 8.

The network said: "We're really sorry for the issues you experienced on Sky Mobile yesterday".

"We're giving you a day of free unlimited United Kingdom data this Saturday 8 Dec, so you can catch up on all the things you've missed".

The company, which is owned by Spain's Telefonica, said it planned to credit two days of monthly airtime subscription charges for its monthly customers, by the end of January.

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Meanwhile, O2 promised to carry out a review to understand what went wrong.

O2 issued a joint apology on Friday with its mobile network equipment supplier Ericsson, which claimed "the main issue was an expired certificate in the software versions installed with these customers".

An O2 statement read: "We can now report that our 4G network has been restored".

Internally, it's likely that O2 and other providers will be seeking reperations from Ericsson.

"We will continue to work with Ericsson, through the night, who have assured us that a full service will be restored for customers by the morning", he added.

"I want to let our customers know how sorry I am for the impact our network data issue has had on them and reassure them that our teams, together with Ericsson, are doing everything we can. Machine identities allow our mobile device, networks and computers trust each other", he said.

The day-long O2 outage impacted all of the operator's 25 million customers, as well as an additional seven million customers using Sky Mobile, Tesco Mobile and giffgaff, all of which use the same mobile infrastructure.

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