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

[Admin48]

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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.

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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.

[Anon]

Hurry up will ya

[Anon]

Are we going to have to wait 48 months to get any service

[Anon]

Not able to call or text either, According to my phone its on 02 network and it usually says 48, I know 48 use the same lines but generally my phone says 48

[emilyssmiley]

I think we should get our deals extended for this inconvenience!!

[Anon]

Have we really become a compensation culture the network is having a problem probably something to do with the bad weather id guess the deals they are offering are cheaper than anywhere else and they are a new network ive been with them about 2 or 3 months and this is the first time ive had a problem they are working on the issue plus they have posted updates why are people so angry complaining and wanting compensation isn't going to make the problem get fixed any quicker I think people like having something to give out about I need my phone too I don't have a landline but getting hot and bothered about it isn't going to solve anything unless the people  making all the noise think if they complain enough they will get a free months subscription which is stupid why would u get a free month when u are only without ur phone for a few hours some people seem to be very greedy 

[lilcole]

I agree a month is a ridiculous amount to ask I only ask for the couple of hours that the problem has taken from us because this has happened numerous times before and they have no emergency service in place. If I had not been at home when this occured I could have been stranded in the city with no way of communicating with anyone if anything happened like for example if the bus wasn't running and I needed someone to come collect me. If my phone is not working in a situation such as that then I would be in serious trouble.
Ideally 48 should set up an emergency service of some kind such as the free call me that other networks can avail of.
Yes they are the best deal around and are perfect for us students however as of yet I have not discovered anyway that they are helpful in an emergency situation. It has happened to me in the past that the network has had problems and the only notification is on this forum which means when I was in trouble I did not know the network was down.

If 48 do not wish to put in place an emergency service then they should at least have a text message that sends to all their customers informing them of any problems BEFORE problems escalate to no communications so that people can inform their friends or family that they may be unable to make contact. Its a matter of safety not an issue of me simply complaining.

[Anon]

Do you reckon you might have this problem resolved tonight?

[chrisdel]

This is crazy it happened last week too , I would like a free months membership for the inconvenience, I have joined my friends on this , we will be moving network if we don't get a refund on this months membership.

[Anon]

Unfortunately all calls, texting and internet services are unavailable.

You'll still be able to make or receive and calls and texts or use the internet.

This appears to be a slight contradiction. 

In fairness though, 48 are giving us stuff for dirt cheap. What anyone done to really deserve a months free membership for the sake of an hour or two of network problems?

Easy boys, relax. Go read a paper, or throw on the telly. Just not Home and Away, or ye'll get yerselves all riled up again 😛

[Anon]

Although there isn't much point giving out to the people who run the thread, its hardly their fault