Published: Sun, December 09, 2018
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Affected by O2 data issues? We explain your compensation rights

Affected by O2 data issues? We explain your compensation rights

O2 said this morning that its 3G and 4G data services are now performing as normal and its technical teams are continuing to monitor service performance closely. The company said the initial root cause analysis indicates that the main issue was an expired certificate in the software versions installed with these customers.

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O2 has announced it will compensate millions of customers who were unable to get online on their smartphones on Thursday because of a technical issue with the network's data services.

The Swedish mobile network equipment maker later confirmed that a problem with its software was to blame for the disruption which hit operators in multiple markets and also knocked out London bus live information displays. Articles appear on euronews.com for a limited time. "We're really sorry for the issues you experienced on Sky Mobile yesterday", the network said. "Machine identities allow our mobile device, networks and computers trust each other", he said.

Earlier today an O2 spokesperson said: 'A review will be carried out with Ericsson to understand fully what happened.

Ericsson has their fingers in a lot of pies, but the largest portion of their business is constructing the mobile networks big brands such as the UK's O2 and the Japanese Softbank use.


O2 said it would update customers later on Friday on how "we will make yesterday's data service issue up to them".

The day-long O2 outage impacted all of the operator's 25 million customers, as well as an additional seven million customers using Sky Mobile, Tesco Mobile and giffgaff, all of which use the same mobile infrastructure.

"I want to let our customers know how sorry I am for the impact our network data issue has had on them, and reassure them that our teams, together with Ericsson, are doing everything we can", said Mark Evans, O2 CEO, late on Thursday.

"The faulty software that has caused these issues is being decommissioned and we apologise not only to our customers but also to their customers", he said.

She added: "The software is likely not open source, therefore, nobody other than Ericsson themselves was likely to be aware of it". Ericsson's chief executive Borje Ekholm issued an apology in the late afternoon.

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