O2 services restored after technical fault hit Sky, Tesco and Giffgaff networks

Florence Fletcher
December 7, 2018

"At 1.39pm on Thursday, December 6, 2018, the SoftBank Network Center detected software's malfunction in all of the packet switching machines manufactured by Ericsson, which are installed at the Tokyo Center and the Osaka Center, covering our mobile customers nationwide", SoftBank said. In Japan, the firm suggests 3G networks kicked in to partly compensate for the 4G issues, though the same could not be said for the UK.

"The cause of today's network issue is in certain nodes in the core network resulting in network disturbances for a limited number of customers across the world, including in the United Kingdom", she said.

It has confirmed engineers are working to fix the issue.

O2 and Softbank Group Corp's 9984.T mobile phone unit, both software customers of Ericsson ERICb.ST , reported disruptions to data services on Thursday that affected millions of customers.

"We'd encourage you to use Wi-Fi wherever you can and we are really sorry".

Ericsson said in a press release that most services had been restored.

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"We're aware that our customers are unable to use data this morning", the company admitted in a statement.

Companies such as Tesco Mobile, Sky Mobile and GiffGaff, that share the O2 network, are also experiencing problems. "We work hard to ensure that our customers can limit the impact and restore their services as soon as possible", Borje Ekholm, president and CEO of Ericsson, said.

But what are your rights about claiming compensation? .

In more extreme cases, where repairs take much longer (for example it takes longer than usual to access a mast site to undertake repairs), you may be entitled to an additional refund or account credit.

The service is back but is slow and laggy at times. Details should be available through their website or customer services.

If your problem cannot be resolved, ask your provider for a "deadlock" letter so that you can refer your dispute to the relevant ADR scheme directly before the eight week mark.

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