{"id":38082,"date":"2024-05-14T10:37:02","date_gmt":"2024-05-14T09:37:02","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=38082"},"modified":"2024-05-15T11:36:20","modified_gmt":"2024-05-15T10:36:20","slug":"customers-of-1p-mobile-suffering-network-connectivity-problems","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/05\/customers-of-1p-mobile-suffering-network-connectivity-problems.html","title":{"rendered":"Customers of 1p Mobile Suffering Network Connectivity Problems UPDATE2"},"content":{"rendered":"

Several thousand of 1p Mobile<\/a>’s customers in the UK are currently suffering from network connectivity problems, which appears to have started yesterday morning and remains ongoing today. At the same time, the operator’s website reports that they’re also having “issues with our customer service telephone system<\/em>” (probably due to high demand).<\/p>\n

The issue initially only affected a small portion of 1p Mobile<\/a>’s customer base, hence why we didn’t cover this yesterday. But we’ve observed that this seems to have increased over the past 24 hours, and our inbox has been getting quite a few gripes about it, including from many customers who are frustrated at 1p’s lack of updates (or any semblance of a service status page).<\/p>\n

NOTE:<\/strong> 1p Mobile<\/a> is a Mobile Virtual Network Operator (MVNO) on EE<\/a>\u2019s UK platform.<\/div>\n

According to the complaints, customer affected by the issue have been finding that the network’s data (mobile broadband), calling and text (SMS) connectivity hasn’t been working since yesterday morning. The only indication we could find about this on 1p Mobile’s website was on their contact page, which didn’t address the issue itself and highlighted how their support lines aren\u2019t working correctly.<\/p>\n

“We are currently experiencing issues with our customer service telephone system and some calls are not connecting correctly or are being cut-off mid call. We apologies for any inconvenience caused and our phone engineers are working on the issue currently<\/em>,” states 1p’s contact page.<\/p>\n

However, after a bit of digging, we also found this support post buried in a customer reply on X (here<\/a>): “The issue has been linked with the renewal of Boosts, top-ups and account changes that have been applied since the morning of the 12th of May<\/em>.” Given that the provider works by monthly top-ups, rather than direct debits, this could help to explain why the complaints seem to be growing with each passing day.<\/p>\n

What’s not so clear is why 1p Mobile aren’t currently able to highlight the issue with a proper service status update, which is particularly relevant given the state of their support lines. Sadly, we don\u2019t have a press contact for 1p Mobile and couldn\u2019t find one on their website.<\/p>\n

UPDATE 15th May 2024 @ 9:10am<\/strong><\/p>\n

Some customers are reporting a return to normal service this morning, albeit sometimes only after they rebooted their Smartphones. But others still seem to be experiencing problems. As yet, 1p Mobile itself hasn’t provided another update.<\/p>\n

UPDATE 15th May 2024 @ 11:32am<\/strong><\/p>\n

Thanks to several of 1p Mobile’s customers for forwarding the following email they received from the operator, which apologises for the recent issues and outlines their approach to compensation. Now if they could just committ to adding a Service Status page too..<\/p>\n

1p Mobile Service Letter<\/strong><\/span><\/p>\n

The network issue affecting outbound services was resolved (22:30 on 14 May) by the network engineers and your service should have returned to normal.<\/p>\n

Please restart your phone\/device to ensure that it re-registers with the network for all services.<\/p>\n

We will continue to monitor all affected customers throughout today, but do not expect for there to be any further issues relating to this incident.<\/p>\n

To compensate you for the lack of service we have extended your top-up due date AND\/OR your Boost refresh\/end date by 3 days.<\/p>\n

Once again, please accept our apologies for any inconvenience caused.<\/p>\n

Regards<\/p>\n

Penny<\/p>\n

1pMobile Customer Services<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Several thousand of 1p Mobile’s customers in the UK are currently suffering from network connectivity problems, which appears to have started yesterday morning and remains ongoing today. 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