Mobile network O2 has returned to normal after a day of disruption for customers in Salford and across the UK.
The provider released a statement this morning to confirm their 4G service was back up and running, and to apologise for the disruption.
The statement read: “We can now report that our 4G network has been restored. 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 6 December and we’re sorry for any impact the issue may have caused.”
Who was affected?
Around 25 million O2 customers were affected by yesterdays disruption, along with another seven million customers of Tesco, GiffGaff, Sky and Lycramobile – O2 provides the service for these providers.
The networks 3G services were restored at 9:30pm last night, while its faster 4G service returned to normal early this morning.
Our 3G data service is returning and we are confident it will be fully restored by 9.30pm this evening. Our technical teams will continue working hard with Ericsson engineers to restore 4G which will bring us back to full network service. More here: https://t.co/5oS7qap2bj
— O2 in the UK (@O2) December 6, 2018
Our 4G network was restored earlier this morning. Our technical teams will continue to monitor service performance closely and we're starting the full review to understand what happened. We are really sorry for the issues yesterday.
— O2 in the UK (@O2) December 7, 2018
Twitter backlash
Despite resolving the issue for customers, O2 continue to face backlash from angry users on Twitter who are demanding answers to why the problem lasted throughout the day and who want compensation for losses caused by the outage.
O2 customers demand answers and compensation for yesterdays outage
O2 and Ericsson UK
O2 blamed mobile network equipment provider Ericsson for the disruption, which started at around 5am on Thursday 6th December.
Last night O2 and Ericsson UK released a joint statement.
Mark Evans, CEO, Telephonica (O2) UK, said: “We fully appreciate it’s been a poor experience and we are really sorry.”
While Marielle Lindgren, CEO Ericsson UK & Ireland, added: “Ericsson sincerely apologises to customers for the inconvenience caused.”
How the disruption affected Salford
Salford Now spoke to the people of Salford yesterday to find out how the outage had affected them.
Claiming compensation
The Consumer Rights Act 2015 states that customers are entitled to services carried out with reasonable skill and care.
Consumer expert Helen Dewdney wrote on her website The Complaining Cow: “It is irrelevant that the problem is caused by a third party problem. Your contract is with O2 and so therefore O2 is in breach of contract and you are entitled to redress.”
Customers are advised to contact O2 to apply for compensation, however the providers customer lines are expected to be busy today as they respond to many disgruntled users.
Images from PA Images
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