O2 says network is back up but customers report it’s still not working

O2 reported that it had restored both 3G and 4G data services, but customers are still reporting problems with many people not able to send text messages and others claiming that their 4G service still isn’t working.

Reports of problems were starting to increase on the service tracking site Downdetector this morning. Users on Twitter were also claiming that they were having various problems with the service.

However some users were able to use their phones as normal this morning, with many reporting the much-awaited return of 4G.

On Twitter Bom Dia Therapies said that, despite O2s claims, "things don’t seem to have improved this morning" .

A lot of customers complained that if they were able to send text messages that they were being sent multiple times.

O2 issued a statement about the outage saying "Our 4G network was restored earlier this morning. Our technical teams will continue to monitor service performance closely and we’re starting the full review to understand what happened. We are really sorry for the issues yesterday".

Around 32 million people were affected by the outage yesterday. O2s 25 million customers and those on networks like GiffGaff and Tesco Mobile which use the O2 network to provide their mobile services.

SMS problems reported

Although some customers seem to have their data services back there are also lots of people complaining about their text messages.

Some users are unable to send messages at all, while others are reporting that their messages are being sent multiple times.

What was wrong with O2?

Yesterday morning at around 5:30am users began to complain that they had lost their 3G and 4G data services.

The outage continued until well into the evening, with O2 switching some services, like 3G, back on at around 9pm.

At around midnight O2 reported that the 4G service was returning.

The problem was caused by some out of date Ericsson software that was responsible for managing the network. O2 uses Ericsson to move data from phones to the internet. This is why most users were able to make phone calls yesterday as this is a separate system using different hardware.

How to get compensation

Some customers have been asking for compensation for the outage. Many running businesses have claimed the loss of data has cost them money. Taxi drivers, roofers and many other workers have been tweeting about how the failure has left them out of pocket.

To see if you might be able to claim compensation check out our guide.

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