Sunday, 26 May, 2019

O2 will pay up for loss of service

02 logo O2 network down across Kent leaving thousands without data
Cecil Davis | 09 December, 2018, 05:44

Mobile network operator O2 has confirmed it will compensate its customers after they went an entire day without internet data.

KitGuru Says: This is a particularly sore spot for those that suffered loss of earnings during the downtime, but I can't say it's been pleasant for anyone as an O2 customer myself.

A staggering 32 million United Kingdom residents were directly affected as a result of the interruption, either through O2 or third-party providers that piggyback the same network - such as Tesco and Sky.

A company spokeswoman said: 'We're very sorry about yesterday's data issue.

The issue has since been resolved after one day and O2 has assured its customers that its technical teams will be keeping a close eye on service performance and are conducting a full review into the cause.

As the inquest into what happens begins, O2 and Ericsson which provides the software at the heart of the problem have issued joint apologies, but is still leaving customers guessing about compensation, for the moment.

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Ericsson said the problem stemmed from an expired certificate in "two specific software versions of the SGSN-MME" - which has now been "decommissioned" by the company.

The network blackout also affected companies that share its networking, including - Sky, Tesco, Mobile, GiffGaff, Lycamobile, and many other companies that rely on O2's connection.

The mobile network's data services went offline due to a software issue but were restored to normal on Friday.

This was backed up by a statement from O2's boss.

'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'.

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 confirmed that an "expired certificate" in the software caused the outage impacting services in the United Kingdom and Japan. 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. "We are working with our service provider to resolve this as soon as possible".