48 Community

Admin48 · ‎02-10-2013

We are currently experiencing a major outage across our network resulting in the failure of calls, texts and data. As soon as the issue started at 4:25pm this afternoon, we engaged our service provider, Ericsson, to fix the problem. So far they have yet to identify a fix, but are working with all available resources to do so. We have escalated this to the highest level within the Ericsson organisation so that the very best engineers are working on it.

We are very sorry for the inconvenience this is causing, we know this is bad and particularly so given the issues last Friday. All we can say at this point is that we are pushing as hard as we can to get this resolved as soon as possible. We will continue to provide hourly updates on progress here on the Community.

TROUBLESHOOTING:

For some of you who still don't have any coverage after services have been restored this morning, please try the following workaround which has solved the problem for many members:

Search for networks manually, find 48 and connect to it.

UPDATES:

Final update - 07/10/13 @ 17:16

This issue is now marked as resolved. All services successfully returned from 4:40am on Thursday morning. We have put extra monitoring in place since the outage and all services have been working as normal. Please see this update for further technical information on the outage.

Previous updates:

(click on "more info")

More Info

03/10/13 @ 02:45

While we have been seeing some successful connections on the network, this has been intermittent and we are not seeing a return for all services. We are continuing to work on a number of fixes to restore service on the network. These fixes will take some time to implement tonight, so it will be a number of hours before we have another update about the success of these changes. Our next update will be before 8:00am.

03/10/13 @ 01:38

Some of you have been reporting the gradual return of services. This is happening intermittently and we will continue to monitor this very closely. However, it may still take some time before full services are back up and running as we need to ensure the network is stable before allowing full traffic onto the network.

03/10/13 @ 12:35

Calls, texts and data remain stable and we will continue to closely monitor all traffic on the network to ensure that this issue does not occur again. If you are still having problems please restart your phone and try again.

We are still experiencing delays registering new customers and customers porting their number in or out of 48 (transferring your number to or from 48). This is an urgent priority for us and we are working hard with our engineers to get this resolved as soon as possible.

Thanks for sticking with us and being so patient.

03/10/13 @ 07:51

Calls, texts and data are now back fully operational and the services have gradually been coming back online since 4:40am this morning. You should now be able to pick up a network signal as normal. If you are still having problems please restart your phone and try again.

We are investigating reports of issues with new customers who joined the network yesterday. We will keep you updated on our investigation into these issues.

We would like to simply say sorry for inconvenience this has caused since yesterday afternoon, the issues we had yesterday and on Friday are simply just not acceptable. We will be closely monitoring the services with our service providers, including Ericsson, throughout the day and also in the coming days to ensure this is does not happen again. We will be in touch later on in the morning with further information and follow up on your outstanding queries.

03/10/13 @ 00:06

We will be implementing a fix in the next hour which will gradually re-introduce traffic onto our platform. If this is successful we will see service gradually return for customers. We will continue to keep you updated on the progress of this work.

02/10/13 @ 23:27

Investigations have identified a possible cause and we are working on implementing a solution to restore service. If this fix works, we will have to gradually bring back service, so it will be the early hours of tomorrow morning before full service is restored. We will update you here on the progress of this.

02/10/13 @ 22:05

The Ericsson engineers are continuing to work on this. We have our next call with them at 10:45pm and we will provide a further update then.

02/10/13 @ 21:05

Ericsson are continuing to investigate the issue and we don’t have any further information at this point. We will update you again at 10pm.

02/10/13 @ 20:10

Unfortunately we have been just told service will be down until 9pm at the earliest. Things ae happening in the background and I will have a further update around 9pm.

02/10/13 @ 19:31

Sorry folks but we have still not managed to get this sorted yet. We will have a further update shortly after 8pm. The minute we have further news we will let you all know.

02/10/13 @ 18:55

Still no good news I'm afraid. We are still working on this and I hope to have an update direct from the engineers any minute now

02/10/13@ 18:22

Our technical staff are still working towards getting this resolved. They are fairly confident that incoming calls and texts should return soon. I'll update as soon as I hear anything else.

02/10/13 @ 17:48

We are in the process of making a few changes and are hopeful this will restore your ability to receive calls and texts again. I will post here when I have further news.

02/10/13 @ 17:25

Unfortunately things have taken a turn for the worse. Now all network services are unavailable. So making and receive any calls and texts are not working. You will also be unable to use the internet. This has been give the highest priority and every available resource is working on it. We will have further updates soon.

03/10/13 @ 02:45 While we have been seeing some successful connections on the network, this has been intermittent and we are not seeing a return for all services. We are continuing to work on a number of fixes to restore service on the network. These fixes will take some time to implement tonight, so it will be a number of hours before we have another update about the success of these changes. Our next update will be before 8:00am. 03/10/13 @ 01:38 Some of you have been reporting the gradual return of services. This is happening intermittently and we will continue to monitor this very closely. However, it may still take some time before full services are back up and running as we need to ensure the network is stable before allowing full traffic onto the network. 03/10/13 @ 12:35 Calls, texts and data remain stable and we will continue to closely monitor all traffic on the network to ensure that this issue does not occur again. If you are still having problems please restart your phone and try again. We are still experiencing delays registering new customers and customers porting their number in or out of 48 (transferring your number to or from 48). This is an urgent priority for us and we are working hard with our engineers to get this resolved as soon as possible. Thanks for sticking with us and being so patient. 03/10/13 @ 07:51 Calls, texts and data are now back fully operational and the services have gradually been coming back online since 4:40am this morning. You should now be able to pick up a network signal as normal. If you are still having problems please restart your phone and try again. We are investigating reports of issues with new customers who joined the network yesterday. We will keep you updated on our investigation into these issues. We would like to simply say sorry for inconvenience this has caused since yesterday afternoon, the issues we had yesterday and on Friday are simply just not acceptable. We will be closely monitoring the services with our service providers, including Ericsson, throughout the day and also in the coming days to ensure this is does not happen again. We will be in touch later on in the morning with further information and follow up on your outstanding queries. 03/10/13 @ 00:06 We will be implementing a fix in the next hour which will gradually re-introduce traffic onto our platform. If this is successful we will see service gradually return for customers. We will continue to keep you updated on the progress of this work. 02/10/13 @ 23:27 Investigations have identified a possible cause and we are working on implementing a solution to restore service. If this fix works, we will have to gradually bring back service, so it will be the early hours of tomorrow morning before full service is restored. We will update you here on the progress of this. 02/10/13 @ 22:05 The Ericsson engineers are continuing to work on this. We have our next call with them at 10:45pm and we will provide a further update then. 02/10/13 @ 21:05 Ericsson are continuing to investigate the issue and we don’t have any further information at this point. We will update you again at 10pm. 02/10/13 @ 20:10 Unfortunately we have been just told service will be down until 9pm at the earliest. Things ae happening in the background and I will have a further update around 9pm. 02/10/13 @ 19:31 Sorry folks but we have still not managed to get this sorted yet. We will have a further update shortly after 8pm. The minute we have further news we will let you all know. 02/10/13 @ 18:55 Still no good news I'm afraid. We are still working on this and I hope to have an update direct from the engineers any minute now 02/10/13@ 18:22 Our technical staff are still working towards getting this resolved. They are fairly confident that incoming calls and texts should return soon. I'll update as soon as I hear anything else. 02/10/13 @ 17:48 We are in the process of making a few changes and are hopeful this will restore your ability to receive calls and texts again. I will post here when I have further news. 02/10/13 @ 17:25 Unfortunately things have taken a turn for the worse. Now all network services are unavailable. So making and receive any calls and texts are not working. You will also be unable to use the internet. This has been give the highest priority and every available resource is working on it. We will have further updates soon.

Anon · ‎03-10-2013

Denise - Community Manager said yesterday in another Techie Updates thread said

"Hi guys, really sorry about that, we're being hit by last Friday's issue again. On the bright side it shouldn't take that long to resolve it this time."

So knowing what the problem was, it took twelve hours to fix. Not happy. On the bright side, teenagers could not text or call on their mobiles. So an evening of quiet, nice!

Admin48 · ‎03-10-2013

@spyderzwebz wrote:

@Admin48 - Community Manager said yesterday in another Techie Updates thread said

"Hi guys, really sorry about that, we're being hit by last Friday's issue again. On the bright side it shouldn't take that long to resolve it this time."

So knowing what the problem was, it took twelve hours to fix. Not happy. On the bright side, teenagers could not text or call on their mobiles. So an evening of quiet, nice!

It would have been much easier if it had been the same issue but it soon turned out it wasn't as you can tell be the updates on the first page of this thread. We're still investigating right now and even though services are working at the moment, we will not confirm that this has been fixed until we're 100% sure. Fingers crossed our engineers will find the root for the problem soon!

@@Anon: I'll find out about that for you.

Anon · ‎03-10-2013

@Admin48 wrote:
@spyderzwebz wrote:
@Admin48 - Community Manager said yesterday in another Techie Updates thread said

"Hi guys, really sorry about that, we're being hit by last Friday's issue again. On the bright side it shouldn't take that long to resolve it this time."

So knowing what the problem was, it took twelve hours to fix. Not happy. On the bright side, teenagers could not text or call on their mobiles. So an evening of quiet, nice!
@Admin48 also wrote:

It would have been much easier if it had been the same issue but it soon turned out it wasn't as you can tell be the updates on the first page of this thread. We're still investigating right now and even though services are working at the moment, we will not confirm that this has been fixed until we're 100% sure. Fingers crossed our engineers will find the root for the problem soon!

First of all, thanks for all of the updates. You are much better than other providers for getting information out. It is a shame that it took 12 hours to fix. As to the reason, it was you that said that it was "last Friday's issue again". Nowhere in the first two pages of this current thread did you or any of the Care Crew say that it was not like Friday all over again. Granted that subscribers don't always want to know the technical details, but I was only going on what was said (and not said). Still Kudos on keeping us updated regularly.

Anon · ‎03-10-2013

Thanks folks....

Anon · ‎03-10-2013

spyderzwebz wrote:
Denise - Community Manager said yesterday in another Techie Updates thread said

"Hi guys, really sorry about that, we're being hit by last Friday's issue again. On the bright side it shouldn't take that long to resolve it this time."

So knowing what the problem was, it took twelve hours to fix. Not happy. On the bright side, teenagers could not text or call on their mobiles. So an evening of quiet, nice!

It would have been much easier if it had been the same issue but it soon turned out it wasn't as you can tell be the updates on the first page of this thread. We're still investigating right now and even though services are working at the moment, we will not confirm that this has been fixed until we're 100% sure. Fingers crossed our engineers will find the root for the problem soon!

I, for one, find these messages totally patronising and inadequate.

Firstly - can 48 just tell the TRUTH ! Some people clammer for compensation at the drop of a hat - I would settle for the TRUTH. Not one story one minute, and another story the next.

Tell us the cause, be honest about it, and tell us why it took so long to fix. The TRUTH, not some idiot middle manager's nonsense.

Also - I find this "...sorry about that." comment, that keeps being posted, both patronising and insulting.

We may be 18-24 years of age, but please .... we are not children, we have serious issues going on in our lives. Serious issues with our friends, families, carers, employers, lecturers. "...sorry about that" belittles the huge inconvenience this outage has caused, and the utter incompetence that appears to have allowed it to take down the whole network for so long.

So please .... the TRUTH ... and some RESPECT.

Admin48 · ‎03-10-2013

For those of you who still can't get any coverage after services have been restored this morning, please try the following workaround which has solved the problem for many members:

Search for networks manually, find 48 and connect to it.

Anon · ‎03-10-2013

thanks

Anon · ‎03-10-2013

Will txts we received while the network was down come through today?

Admin48 · ‎03-10-2013

@breandawg wrote:
Will txts we received while the network was down come through today?

Unfortunately those texts are lost so they won't come through, sorry about that!

Anon · ‎03-10-2013

The fact that we wont recieve our texts that were sent yesterday is a joke.

What are 48 going to do to compensate everyone about the appalling service and ridiculous length of time it too to fix?

It is not good enough that you say 'sorry about that'.

48 Community

[Resolved] Issue with all network services, 2nd Oct 2013