O2 says network is back up and running after 24 hour service black out but customers are still having issues

O2 says network is back up and running after 24 hour service black out but customers are still having issues

December 7, 2018

In a statement at about 3.30am, O2 said its 4G network was back up and running.

It follows a 24 hour service outage that left millions of O2 customers across the UK fuming.

"We can now report that our 4G network has been restored," a spokesperson said.

"Our technical teams will continue to monitor service performance closely over the next few days to ensure we remain stable.

"A review will be carried out with Ericsson to understand fully what happened.

"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."

Yet some customers are still experiencing this morning, with many venting their anger on Twitter.

One user wrote: "So apparently @o2 services have been restored. U ok hun?

"Because I don’t have mine back I’ve reset my phone so many times since the news came out that it’s been restored and still no 4g? #IWantMyData"

Meanwhile, another user said: "@O2 signal and data back but still no 4G in Antrim?

"Is this to be expected? Status checker says I should be 100%"

The Sun has contacted O2 who said the network is back up and running, but advises customers who are still experiencing issues to restart their phones.

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Millions of furious O2 customers endured a day without data yesterday after the network crashed leaving some unable to work and others fearing for the safety of their loved ones.

O2, Britain's second largest mobile company, said 3G was restored on mobile devices by 9.30pm on Thursday – but the network nightmare continued to affect 4G as bosses promised to fix the faults by this morning.

Outraged customers of O2, which has a total of 32million users, took to social media to flag problems with 4G, data services and phone calls.

The network issues started about 5.30am yesterday with around 1,662 complaints made before 7am, and customers across Manchester, London and Southampton have all reported outages.

But the issues also spread beyond England to Scotland and Northern Ireland, a heat map by the Down Detector showed.

Company bosses had earlier apologised for the outage and promised services would be up and running by the morning.

The network, which is also used by customers with Tesco Mobile, GiffGaff, Sky Mobile and Lycamobile, has blamed the issue on faulty software provided by third party supplier Ericsson.

The Swedish company has also issued a statement saying it believes the issue was caused because by "an expired certificate in the software" installed with O2.

Bosses issued a joint apologies in statements provided to The Sun.

Telefonica CEO 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, and reassure them that our teams, together with Ericsson, are doing everything we can.

"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. We fully appreciate it’s been a poor experience and we are really sorry."

The mobile company was forced to advise customers "to use wifi wherever they can" until services were fully restored.

Marielle Lindgren, UK and Ireland Ericsson CEO, 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 UK.

"The faulty software that has caused these issues is being decommissioned. Our priority is to restore full data services on the network by tomorrow morning. Ericsson sincerely apologises to customers for the inconvenience caused."

Apart from customers with O2, Tesco Mobile, GiffGaff, Sky Mobile and Lycamobile, the outage has also affected systems relying on the same network such as the electronic timetables for London's buses and Boris Bikes due to their O2 sim connections.


How can you claim money back after the 24 hour O2 network outage


The system fault brought particular stress and difficulty for Jennie O'Grady yesterday as she used O2 data to monitor her type-1 diabetic daughter's blood sugar levels.

She told the Daily Mail: "We rely massively on her having internet access. She can be sleeping in her bedroom and it is sending me her blood sugar levels.

"I would get an alarm to say she is having a hypoglycaemic attack if her blood sugar levels dropped below four, which would mean she need treatment immediately and could go into a coma.

"Without it I have been completely clueless and I have not been able to check on her."

GiffGaff, Tesco Mobile, Sky Mobile, Lycamobile all "piggyback" on O2's network, meaning the O2 outage has affected their customers too.

Piggybacking is really common among mobile networks in the UK.

In fact, there are only four UK mobile networks – EE, Three, O2 and Vodafone – and all the other providers piggyback – ie, buy space from – one of these networks.

Tesco, GiffGaff, Sky Mobile and Lycamobile are on O2, Asda is on EE and TalkMobile is on Vodafone.

How to get compensation

To complain, you need to follow O2's formal complaints procedure.

If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Telecoms regulator Ofcom has approved two ADR schemes – CISAS and Ombudsman Services: Communications. O2 is a member of the Ombudsman Services scheme.

O2 has told The Sun it is "reviewing" how it can "make it up to our customers".

As news of the outage spread yesterday, Ernest Doku, mobiles expert at uSwitch, told The Sun:

"O2 users affected by this mobile data outage will understandably be concerned and frustrated.

"While it's positive that voice calls are still up and running, without a projected timeframe for a fix, this is likely a worrying situation for a large proportion of O2's some 32 million UK customers.

"Customers who are suffering can keep a track of this incident using O2's own network status checker and ask the provider to keep them posted.

"In the meantime, O2 customers can still place and receive calls, but will have to resort to using WIFI if they want to get online.

"For the millions of users who are out and about and rely on smartphone maps to get around, it's worth considering that apps like Google Maps allow customers to download maps on WIFI and view them offline.

"With little idea of when this problem will be sorted, it's worth preparing before heading out to make sure you're not caught out by this data downtime."

It's not the first time O2's network has experienced issues.

In October, the mobile network was down leaving thousands of customers unable to make or receive calls.

It also happened in September, as both Sky and O2 mobile networks were down due to Storm Ali.

Meanwhile, EE and Vodafone are being investigated by the watchdog over claims that they gave false information about network coverage in rural areas.


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