One Mobile Ring has had an exclusive interview with Anthony Payne, Research In Motion’s Director of Platform Marketing at London’s BlackBerry Innovation Forum, in order to get to the bottom of their service outage since Monday which has affected the whole of EMEA.
The RIM spokesperson has confirmed a core switch in an undisclosed data centre failed on Monday, resulting in loss of email, web browsing and BlackBerry message services to Research In Motion handsets – in the regions of Europe, Middle East, Africa, India and with some carriers in South America affected too.
Some BlackBerry users were getting one service or another, but all were affected in some way with most having lost all of the BlackBerry features but are still able to make calls, send and receive text messages.
Research In Motion’s Directer of Platform Marketing noted the company is “not communicating the details of the [lost] messages, whilst analysis is going ahead”, but RIM “will make public as soon as possible” the reasons for the failure and what has happened to all the data.
The BlackBerry services were resumed on Tuesday morning after the company “though they identified the issue” and RIM started to bring services back on line. On Wednesday night the company started to load the customer traffic back on to the service but it “wasn’t behaving in the way they expected” and the service was brought back down again, according to Anthony Payne.
The Canadian mobile phone manufacturer spokesperson stated this is a “significant impact for a lot of their customers” and he “doesn’t underestimate the scale of importance”, as this is “the most serious incident in 18 months”, since he joined the company.
RIM has mentioned to One Mobile Ring that the service is “still secure, with no impact and no change from security perspectives”
Anthony Payne believes “[RIM] are going to learn from these mistakes, with post event diagnostics and analysis, with a view that something of this nature doesn’t happened gain”.
It was also stated to OMR that the “service is hopped to corrected before the weekend, but can’t offer any commitments or guarantees because it is important not to underestimate the complexity and scale of the service”.
Originally published at OneMobileRing.com