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UPDATE UK Outage Strikes EE’s Mobile Network, Albeit Mostly Voice Calls

Tuesday, October 10th, 2017 (1:59 pm) - Score 1,435
ee sim mobile broadband

Customers of mobile operator EE (BT) and its MVNO partners (e.g. Virgin Media) are reporting that they are unable to make voice calls after a major outage struck the network. The incident, which is cropping up across the United Kingdom, appears to have started just after 10am today and is on-going.

Officially EE state that calls to the emergency services, as well as all data (Mobile Broadband) and messaging services, should be “working as normal” and ISPreview.co.uk understands that some EE to EE calls are also still working (this includes EE to EE MVNO partners).

However, calls to non-EE services (e.g. other mobiles and landlines) don’t appear to be connecting properly. Many people are also writing in to say that they have been unable to send text messages since the problems began, which contradicts what EE are saying. The operator has apologised and says they are working to resolve the problem.

The problems also appear to be affecting parent company BT and EE’s other MVNO partners, such as Virgin Mobile etc.

Whoever is responsible for copy and pasting the same canned statement to every single person who complains on Twitter is probably also having a very bad day, unless they’ve automated it.

UPDATE 11th Oct 2017

The problem was finally resolved just after end of play yesterday evening and EE’s CEO has issued the following statement.

Marc Allera‏, CEO of EE, said:

“At 10.30am, our network team became aware of a problem with calls to and from landlines and across some mobile connections. A number of our customers found that calls to and from landlines and across some mobile connections were not going through.

This was due to an error on our interconnect platform, which is responsible for moving calls around the network. Our engineers have been hard at work ever since we became aware of the problem. We’ve been rebooting the landline-to-IP interconnect across major switch sites, which should restore full service by 6pm.

I can confirm full service has been restored. I know that this has made the day very difficult for some of our customers, and for that I’d like to sincerely apologise.”

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Mark Jackson

By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he is also the founder of ISPreview since 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.

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10 Responses
  1. Daniel

    This is also affecting Virgin Mobile customers (who operate on the EE network).

  2. Paul.

    Amuses me – though in a bad way – how all companies seek to minimise the appearance of the problem. “Some customers are reporting…” is strictly true in that all customers have the problem but only some are reporting it.

    • Fingers

      Errrr that’s because not all customers are having issues on EE. No such problems here on my EE mobile in the Highlands.

    • You get a similar issue when a problem at a major provider is said to only affect a “small portion of subscribers” or similar wording, even though that could still reflect tens or hundreds of thousands of people.

    • Steve Jones

      My ASDA account, who currently use EE, is working OK.

  3. Andrew

    I love it…
    “We’ve been rebooting the landline-to-IP interconnect across major switch sites….”
    Chief engineer was probably heard shouting “Have you tried turning it off then turning it on again!” lol

  4. Simon

    EE broadband and landline still down in Bridgwater Somerset not had any of it working all day. Luckliky my EE mobile days does work still

  5. Dean

    October 13th still unable to make or receive any mobile calls or texts with BT mobile who use EE, it’s been three days now and I’ve just been told by BT that it’s going to be another 48hrs at least! Had a bad car accident this morning and was unable to make an emergency call either! Seriously not good enough.

  6. PaulM

    Mine has after 3 days only just started to work, but still intermittent some texts go through others fail to. End of the year im out of contract with them thank god, been a shower since BT took over.

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