O2 offers compensation after data blackout affects millions

Ann Santiago
December 10, 2018

O2 blamed the network issues on a third-supplier and Ericsson, with the company issuing an apology to its customers as it worked to restore connection.

This morning, the company released a statement, claiming that the problem had been fixed.

Ericsson says an expired software certificate was responsible for the outage that left tens of millions in the United Kingdom unable to call or text from their mobile phones on Thursday.

O2 United Kingdom chief executive 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.

Alex Neill, managing director of home products and services, said O2 should compensate "customers for the frustrating network failure suffered by millions".

"We're really sorry for the issues you experienced on Sky Mobile yesterday", a Sky (Frankfurt: 893517 - news) spokesman said.

Ericsson's President and Chief Executive Borje Ekholm said: "The faulty software that has caused these issues is being decommissioned and we apologise not only to our customers but also to their customers".

Ericsson said an initial analysis indicated that expired certificates in the software versions installed with the affected customers were to blame.

O2 has confirmed problems with mobile data across its network this morning (Thursday, December 6, 2018).


They wrote on Twitter: "We are aware our customers are unable to use data this morning". In leading the market share rankings in the United Kingdom, an O2 outage would certainly impact more customers than other similar examples. Fortunately, the day-long outage has come to an end as customers report the ability to go online and services return to normal.

Those on Sky, Tesco, Lyca Mobile and Giffgaff are also affected by the technical glitch.

O2 has almost 22 million customers in the UK. Ericsson's investments in innovation have delivered the benefits of telephony and mobile broadband to billions of people around the world.

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

For customers wishing to complain, regulator Ofcom said they should follow O2's formal complaints procedure, which is available on the network's website.

The shutdown was triggered because of the industry standard practices which require mobile network equipment to turn off when certificates expire to prevent security breaches after bad actors would add malicious devices into a carrier's network.

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