"Proven alternative" to replace problem third-party database
If you're an O2 customer in the UK, you may have noticed the two recent bouts of downtime, which prevented a significant number of O2 customers from using the mobile network. Back in July, a network snafu resulted in one third of O2's customers being unable to use their phones for almost a day. Last Friday a similar glitch took ten percent of O2 subscribers offline for several hours.
It's an embarrassing episode for O2, which faces tough 4G competition from the newly-formed EE network (formerly Orange and T-Mobile). So in an attempt to reassure (and retain) subscribers, O2's Chief Operating Officer Derek McManus took to the O2 blog to apologize, and outline the corrective steps planned by the company.
McManus confirmed that both recent outages were caused by O2's central user database, which is provided by a third-party supplier. In order to avoid further issues with this system, O2 will be switching to a "proven alternative" system, at a cost of £10 million, he says. McManus also promises a renewed focus on O2's "service experience team," which is tasked with ensuring the best network experience for consumers as O2 works towards next year's 4G LTE roll-out.
So O2 subscribers can take some comfort from the fact that the system responsible for the recent downtime is being replaced in its entirety. Nevertheless, there's no denying the damage done to O2's reputation and customer goodwill.
Source: O2 Blog