CEO apologises following EE outage
Network is back up and running after landline-to-IP issue
The CEO of EE has apologised after a network outage stopped some customers from making and taking voice calls yesterday, though text messages and data were unaffected.
People were still reporting problems with their service last night, after the issues began yesterday morning, according to Down Detector, a service that logs service outages based on customer feedback.
By 6pm yesterday evening, thousands of reports had been logged, with the majority of problems occurring in London, Coventry, Croydon, Barking, Harrow, Leeds, Manchester, Birmingham, Nottingham and Bristol.
CEO Marc Allera took to Twitter last night to say full service had been restored, adding: "I know that this has made the day very difficult for some of our customers, and for that I'd like to sincerely apologise."
He explained that an error on EE's interconnect platform had caused the outage. "We've been rebooting the landline-to-IP interconnect across major switch sites, which should restore full service by 6pm," he said, before confirming that the fix worked.
Users had bombarded EE with angry tweets, demanding to know when their service would be restored. Comparison site USwitch said it was fair for customers to be upset about the issue, given the duration of the outage.
"While it's good news that messaging and data are still up and running, the lack of a projected timeframe for a fix makes this a disconcerting situation for a large proportion of EE's some 30 million customers. It's especially concerning for the 43% of Brits that choose to work from home," Ru Bhikha, mobiles expert at uSwitch, said.
"For those needing to stay in contact, it's worth considering data based calling services like WhatsApp, Skype or Facetime - but it's worth remembering that heavy use of these services could eat into your data allowance pretty quickly."
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