O2 is in the midst of a major network outage that has left its customers without the basic functions: making and receiving calls, along with access to the Internet and text messaging.
ITProPortal is now charting the issue from the very start in a detailed timeline of the whole event, from the beginning.
Wednesday 11 July at 16:45pm, O2 posted the following message to its network status update page to inform its customers of the problem.
“16:45 - We're currently seeing a problem on our network affecting some of our customers. As a result, you may have difficulty making or receiving calls, sending texts or using data. Our engineers are dealing with the problem as a priority and we hope to restore full service as soon as possible.”
Two hours and 15 minutes elapsed before we saw another message from O2, which just backed up the last one highlighting the on-going network outage and that it was still dealing with it. There was still no explanation as to the cause of the problem.
“19:00 - We continue to manage the problem on our network that is affecting some of our customers. Customers may still be having difficulty making and receiving calls, sending texts or using data. We are sorry for any inconvenience. Our engineers are dealing with the problem as a priority and we hope to restore full service as soon as possible”
Three hours later, another update was posted - basically a brief post to reassure O2’s customers that it was working on the issue.
“23:00 - Our engineers and vendors are continuing to deal with the problem as a priority and we hope to restore full service as soon as possible”
At 01:00 on Thursday 12 of July, O2 updated its status webpage with a reason for the fault along with a statement that the company’s central supplier has been brought in to help fix the problem.
“01:00 - We can confirm that the problem with our mobile service is due to a fault with one of our network systems, which has meant some mobile phone numbers are not registering correctly on our network. As a result, some customers are having difficulty making or receiving calls, sending texts or using data. We, and our central supplier, have deployed all possible resources and are working through the night to restore service as soon as possible. We apologise again to customers affected and will provide further updates as soon as we can”
Over three hours passed before we saw another message from O2, which was just to confirm it is still working on the problem.
“03:25 - We're still working with our support teams and vendors trying to restore service as quickly as possible. We apologise for any inconvenience caused while this recovery work is in progress. We'll provide further updates as soon as we can.”
Early Thursday morning, O2 came back with more information – only admitting there was no definite time to resolution.
“05:40 - We're continuing to drive the recovery of this issue with our support teams and vendors. We're working to restore service as quickly as possible. Unfortunately we're unable to confirm any timescales for service restoration at this time. We'll let you know as soon as we can. We apologise once again for any inconvenience this incident is causing.”
At the start of the working day, O2 posted a message on its status page detailing that it has restored some functionality of the network – 2G operability.
“08:00 - We can confirm that our 2G network service has now been restored. Customers who were affected should now be able to make and receive calls.
Our 3G service is starting to restore and customers should expect to see a gradual return of data services as the day progresses.
Customers affected may wish to try switching their mobile phones off and on as service returns.
We are sorry again for the inconvenience this has caused some customers and can provide reassurance that we continue to deploy all possible resources, and will do so until full service is restored.”
O2 has now taken down its network status page and is redirecting all links to the main www.o2.co.uk webpage, where it has just reposted the above message, with a 10am timestamp.
At 11am, on 12 July, the mobile phone network posted a message to its website stating that it expects the service to be restored in the afternoon.
"11:00 Status - Ongoing
Following the previous update that our 2G network service has now been restored, our 3G service has been restoring gradually.
We expect full service to return this afternoon. In the meantime, customers who were affected should still be able to make and receive calls (and may wish to try switching their mobile phones off and on as service returns).
We are sorry again for the inconvenience this has caused some customers. We continue to deploy all possible resources, and will do so until full service is restored."
A possible final message of the day has appeared on the O2 website, noting that it has restored the network and services. The updated status message reads:
"13:30 Status - Ongoing
Following previous updates, our tests now show that all our 2G and 3G services have been fully restored for affected customers.
If any customers are still having problems we recommend they turn their phone off and on again.
Once again, we are sorry."
ITProPortal will keep updating this timeline, throughout the day and until the network outage has been fully resolved.