O2 customers are back online after software bug causes day long outage

Alamy Live News. R6TDCY Hailsham UK. 6th Dec 2018. Communications company O2 suffer a major outage today with customers unable to access data or make calls. Credit Ed Brown  Alamy Live News This is an Alamy Live News image and may not be part of your cur

In total, around 30m customers in the United Kingdom had no access to data networks.

The mobile phone operator, with more than 25 million customers, has agreed to compensate users for the disruption after pressure from disgruntled customers who were unable to use the internet or in some cases make calls.

The firm said it would be giving its pay monthly, small and medium business and mobile broadband customers credit for two days of monthly airtime subscription charges.

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.

On Thursday, O2 issued a joint apology with telecoms company Ericsson over the incident.

O2 said it would update customers later on Friday on how "we will make yesterday's data service issue up to them".

"The bigger issue here is that mobile carriers all over the world, including in Great Britain and in Japan, are all running some of the software in question, with control over the maintenance of this proprietary software completely in the hands of a single vendor, in this case, Ericsson".

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He 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".

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

Sky is offering up a day of free unlimited data on Saturday as a way of saying sorry to customers.

Ericsson, which builds most of the backend tech for the majority of cellular network providers, said the downtime was caused by an expired certificated in a version of its management software that some EU-based telecommunications companies use.

Ericsson's President and Chief Executive Borje Ekholm said: "The faulty software that has caused these issues is being decommissioned and we apologize not only to our customers but also to their customers. Connectivity is now such an integral part of our lives, it is time for the regulator to consider whether it should introduce automatic compensation for the inconvenience caused by severe outages", he added.

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