[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]

Mine came back for about 20 minutes but is gone again 😞

I couldn't give a monkeys about compensation ... it doesn't compensate for the problems this has caused us tonight.

Yes we pay a low fee - but we expect a professional service where there are reduncancies built in to the system ! It is the basic part of any service, to make sure there is nothing that cannot be bypassed and that the service be maintained.

Yes we did manage before mobiles - but remember, 48, if is YOU who offer the service. It is YOU that makes the promises and encurages us to sign up !

This is simply not good enough.

[techie_kev]

Latest update - 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.

[oisinmn]

I don't understand why everyone is set on one month's free membership. This is a very serious problem which, regardless of their efforts has continued to carry on for nearly twelve hours now and is most likely costing people quite a bit to work around (Through using landlines, etc. to get through to mobiles off this network) and also leaving people who may be in an awkward situation stuck as they can contact no one nor be contacted. I'd personally like to see what 48 are willing to offer.

tl;dr Stop underselling the situation, it's worth more than a free month.

[Anon]

"Our next update will be before 8:00am."

Why is that ?  That is five hours away !  Are 48 just going home and leaving the issue until the morning ?  I find this statement  extraordinary !

[Anon]

yes they are because they dont give a **bleep** about you or me

[Anon]

because they ar not paid 4 this kind of **bleep**.

[Anon]

The problem is lots of people including my parents have gave up the landline and are now at the mercy of all these mob companies and their **bleep**e.

[Anon]

I am so upset over this breakdown, I know things happen sometimes, and there isnt much we can do about it, but due to personal circumstances it was so important to have My phone for me to be able to contact family and they to be able to contact me, I feel so isolated, no compensation can make up for that.:(

[janapple]

A text finally came throgh about 20 minutes ago, and now it's not working again. 8.00 in the morning?? That's disgraceful. What about people who takes lifts to school? They can't contact they're parents, friends, anyone. I've never had complaints about 48, but this is seriously making me question them. You say your trying to do everything you can, but are you's actually? I'm sure other people like me with job interveiws need their phones more than you think. I dont know why people are saying it's the whole o2 network, the site doesn't say anything, my mams phone is working grand, but my dad's network is also gone (tesco mobile). o2 is the only network we can get that has proper signal in our house, meteor and vodafone coverage is **bleep**e. Just please get the problem fixed. Also, I think a text to every 48 member, apologizing profusely is in order. It's just rude not to.

[Anon]

What up wit conection ???????????? It on signale??????