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Issue on Tesco Mobile (Fri 16/03/2012)

  • 16-03-2012 1:56pm
    #1
    CaSCaDe711
    Registered Users, Registered Users 2 Posts: 813 ✭✭✭


    Hi Tesco Mobile.

    Is the network experiencing problems today? On PAYG, the last hour or so I've been unable to connect to any number, home, abroad, landline or mobile. Have a full signal, and available credit, but when I dial any number it won't even ring, I just get a No Answer message displayed :confused:

    CaSCaDe711


Comments

  • #2
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Hi there

    Yes we are experiencing a major network outage due to water leakage at our data centre.

    All services are affected but inbound calls and texts to Tesco Mobile work from other networks (including calls from landlines) if you need to get in touch with people.

    Will update more shortly, here on our website and on Facebook.

    Many apologies for the incovenience caused.

    regards
    Paul


  • #3
    lir6777
    Registered Users Posts: 214 ✭✭lir6777


    Hey there,
    The Tesco Mobile thread has info on this- yep, they're having some issues but are keeping us updated on that so might be worth following. We can still receive texts and calls though.
    Hopefully we'll be sorted soon- I feel like my arm's been cut off!:)


  • #4
    danjo-xx
    Registered Users, Registered Users 2 Posts: 5,393 ✭✭✭danjo-xx


    I just rang cs and going thru the auto set up was told my balance was, zero euro and zero cents.

    That is a bit worrying because I think I had about €12 or even more in it.

    Will wait and see when normal service is resumed.


  • #5
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    danjo-xx wrote: »
    I just rang cs and going thru the auto set up was told my balance was, zero euro and zero cents.

    That is a bit worrying because I think I had about €12 or even more in it.

    Will wait and see when normal service is resumed.

    Hi there

    There is no issue with credit balances this is a side effect of the outage.

    regards
    Paul


  • #6
    danjo-xx
    Registered Users, Registered Users 2 Posts: 5,393 ✭✭✭danjo-xx


    Tesco Mobile: Paul wrote: »
    Hi there

    There is no issue with credit balances this is a side effect of the outage.

    regards
    Paul


    yeah that's what I was expecting, can still make calls so still in credit.

    Any rough idea at this stage Paul if texts will be back this evening.


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  • #7
    Quest
    Registered Users Posts: 53 ✭✭Quest


    Has this issue affected Tesco mobile webtext?

    I've sent quite an important group text about 10 minutes ago and it hasn't arrived yet (sent it to my son's phone too, as a test). Should I assume the message is still in a queue and will arrive shortly or is it likely to have been lost in the ether if it hasn't arrived by now?

    Thanks


  • #8
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Yes I believe all outbound texting is still affected including webtext

    Team are working on text presently and hopefully will have it back working shortly.

    regards
    Paul


  • #9
    danjo-xx
    Registered Users, Registered Users 2 Posts: 5,393 ✭✭✭danjo-xx


    From Their Website:

    TescoOutage.jpg


  • #10
    Quest
    Registered Users Posts: 53 ✭✭Quest


    Thanks Paul

    Do you know if the texts in the system will be sent when service returns (i.e. will my web texts be delivered eventually, or do I need to resend?)

    Thanks


  • #11
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Quest wrote: »
    Thanks Paul

    Do you know if the texts in the system will be sent when service returns (i.e. will my web texts be delivered eventually, or do I need to resend?)

    Thanks


    Hi there

    I cant say for sure on this one I'm afraid.

    regards
    Paul


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  • #12
    Quest
    Registered Users Posts: 53 ✭✭Quest


    Ok - thanks. Will go for the safe option and send them again.


  • #13
    nadel302008
    Closed Accounts Posts: 24 ✭nadel302008


    Hi Paul ,

    Today my Balance went down to zero I'm on Bill pay but the Bonus credit shows normally up,and I only can phone into the Tesco Network.Are there still problems????:confused:


  • #14
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    nadel302008 wrote: »
    Hi Paul ,

    Today my Balance went down to zero I'm on Bill pay but the Bonus credit shows normally up,and I only can phone into the Tesco Network.Are there still problems????:confused:

    No there should be no issues like this.

    Give care a call on 0894200000 and they can check for you

    Have you used lots if data?

    Regards
    Paul


  • #15
    nadel302008
    Closed Accounts Posts: 24 ✭nadel302008


    No I haven't used a lot of data.

    Thanks Paul;)


  • #16
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    Hi Paul, are there problems with Tesco mobile webtexts again today?
    Used it earlier this morning ok, but now on login I get:
    "Information
    Sorry, presently we cannot process your request. Please call customer care."
    and
    "Application error
    The request could not be processed. The specified SolutionUnit instance is invalid."

    I can't make calls at the moment, out of signal coverage area for the next couple of hrs. I'm accessing webtxts from another connection.

    I have plenty of available credit and txt credits etc - no reason on my side why its down.
    Have you any ideas what the problem is or when it will be resolved? Thanks for looking in to it.


  • #17
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Grainne2012 wrote: »
    Hi Paul, are there problems with Tesco mobile webtexts again today?
    Used it earlier this morning ok, but now on login I get:
    "Information
    Sorry, presently we cannot process your request. Please call customer care."
    and
    "Application error
    The request could not be processed. The specified SolutionUnit instance is invalid."

    I can't make calls at the moment, out of signal coverage area for the next couple of hrs. I'm accessing webtxts from another connection.

    I have plenty of available credit and txt credits etc - no reason on my side why its down.
    Have you any ideas what the problem is or when it will be resolved? Thanks for looking in to it.

    Hi Grainne

    Doesnt seem to be a general issue - just tested with 2 accounts. Will you try again there?

    regards
    Paul


  • #18
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    Still the same :(


  • #19
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Grainne2012 wrote: »
    Still the same :(

    Hi Grainne

    Can you PM me your number and I will log a ticket with the technical team.

    regards
    Paul


  • #20
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    Done, thx.


  • #21
    simzoli
    Registered Users Posts: 23 ✭simzoli


    Hi Paul

    I have the same problem after login in
    Permission check failed Error
    The user SXPRE has no rights to access the solution unit UserSettingsSU.

    Thanks


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  • #22
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    simzoli wrote: »
    Hi Paul

    I have the same problem after login in
    Permission check failed Error
    The user SXPRE has no rights to access the solution unit UserSettingsSU.

    Thanks

    Ok thanks, can you PM me your number also

    Thanks
    Paul


  • #23
    simzoli
    Registered Users Posts: 23 ✭simzoli


    Sent

    Thanks


  • #24
    gerryo
    Registered Users, Registered Users 2 Posts: 498 ✭✭gerryo


    Same problem here get the SXPRE error but I also get into a page I never saw before called Home Selfcare Center.

    Once logged in, all I can do is get help or logout :mad:

    Looks like something that's not quite finished yet.


  • #25
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    Looks like they changed the main page of the UK mytescomobiledotcom site, maybe related, cos I'm getting redirected there too? Also saw apache tomcat error, but flashed too quick to catch it .
    Still no service.
    Hmmm, are there only a tiny few of us whom even use webtxt? :)


  • #26
    45mhrc7evo1d3n
    Closed Accounts Posts: 427 ✭✭45mhrc7evo1d3n


    I am unable to log into tescomobile.ie or rather when I do am directed to a site I have never seen before called Home Selfcare Centre - screenshot attached (URL: https://selfcare.tescomobile.liffeytelecom.com/SX/SolutionUnitServlet?StartSu=true&SuControllerName=com.lhs.ccb.home.controller.SelfcareHomeSolutionUnitController).

    I am very disappointed to find myself without access to webtexts for the second time in less than a week. I need a new phone and at this stage I'm wondering if I should just change networks :confused:. An unreliable network is worse than no network at all.


  • #27
    Stavro Mueller
    Closed Accounts Posts: 2,673 ✭✭✭Stavro Mueller


    Chrome:
    The user SXPRE has no rights to access the solution unit UserSettingsSU.


    IE9
    Sorry, presently we cannot process your request. Please call customer care.

    On Firefox, the same as what Gerryo and Eloise4Ever got


  • #28
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Thanks all for the detail, am on this now..

    regards
    Paul


  • #29
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    The front-end that Eloise linked is the one I "normally" use for login, from day 1.
    Today, I've the same errors as yesterday, but the help link goes to https://selfcare.tescomobile.liffeytelecom.com/SX/help/ApplicationError.html where Ericsson tells us
    "Application Error

    Application errors are severe errors that can be remedied by your system administrator only. Online help can therefore not be provided."

    Like cymbaline, I get a slightly different msj depending on the browser.

    Also, it seems my last webtxt msj, which seemed to have worked around 3pm, was only delivered at 11pm ish.

    Hope we can get a fix on this today. Have been happy with Tesco so far, but its getting a bit hairy now....


  • #30
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Grainne2012 wrote: »
    The front-end that Eloise linked is the one I "normally" use for login, from day 1.
    Today, I've the same errors as yesterday, but the help link goes to https://selfcare.tescomobile.liffeytelecom.com/SX/help/ApplicationError.html where Ericsson tells us
    "Application Error

    Application errors are severe errors that can be remedied by your system administrator only. Online help can therefore not be provided."

    Like cymbaline, I get a slightly different msj depending on the browser.

    Also, it seems my last webtxt msj, which seemed to have worked around 3pm, was only delivered at 11pm ish.

    Hope we can get a fix on this today. Have been happy with Tesco so far, but its getting a bit hairy now....

    Hi Grainne

    Thanks - definitely a broader issue. Technology guys on it now and i expect it to be resolved very shortly.

    regards
    Paul


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  • #31
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    Looks like I'm back in business.
    (Albeit slow)


  • #32
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Hi All

    I am told this was resolved about an hour ago.

    Can you please let me know if you are still having issues.

    Aplogies for the inconvenience.

    regards
    Paul


  • #33
    Grainne2012
    Registered Users Posts: 80 ✭✭Grainne2012


    More problems with webservices again today. Posted it to another thread here: http://www.boards.ie/vbulletin/showthread.php?t=2056462063&page=31 where it was already reported by someone else.
    Can you please advise when service is expected back?
    :(


  • #34
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Grainne2012 wrote: »
    More problems with webservices again today. Posted it to another thread here: http://www.boards.ie/vbulletin/showthread.php?t=2056462063&page=31 where it was already reported by someone else.
    Can you please advise when service is expected back?
    :(

    Hi Grainne

    No need to post in two places. Will raise the ticket now with the technical team.

    regards
    Paul


  • #35
    GIMP
    Registered Users, Registered Users 2 Posts: 1,102 ✭✭✭GIMP


    Tesco's performance of late has been really poor, nothing but problems. Paul do you not have someone in your outsourced partners to monitor all network systems instead of relying on customers to report technical issues. I think Paul you do a stellar job here but its all reactionary, a precautionary strategy would benefit us all especially as customer services closes at 8pm daily.


  • #36
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Point taken and I understand the frustration. This is a partial website issue that should be resolved shortly. Regards
    Paul


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  • #37
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Should be fixed now.


  • #38
    jonnny68
    Closed Accounts Posts: 3,670 ✭✭✭jonnny68


    Having been with Meteor for about 6+ years i left a few months ago (worst customer service ever absolutely dreadful) and went to eMobile who are also part of Eircom, their customer service are not quite as dreadful but they are still pretty clueless and disinterested and everything takes much longer than it should so ive had enough and am gonna try Tesco Mobile who do seem to be incredibly cheap, i have a question though with Meteor and eMobile you get free roaming in Europe as in you are not charged for receiving calls, with Tesco it's 13c to receive calls, are there any plans to have free roaming in Europe with Tesco Mobile, as someone who spends a lot of time in the UK this would be of massive benefit to me.

    Asides from that im pretty much sold, 1 cents a minute calls to the UK and beyond is fantastic and €6.99 for 1GB data is also excellent.


  • #39
    GIMP
    Registered Users, Registered Users 2 Posts: 1,102 ✭✭✭GIMP


    Is the text - balance and spend service for bill pay down, hasn't worked since yesterday?


  • #40
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Looking into this now


  • #41
    jonnny68
    Closed Accounts Posts: 3,670 ✭✭✭jonnny68


    Tesco Mobile: Paul wrote: »
    Looking into this now
    any response to my question above mate, do Tesco Mobile have plans to offer free roaming in Europe like Meteor and eMobile?


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  • #42
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    Hi Jonny,

    Sorry for the delay. This is not in the plans.

    Regards
    Paul


  • #43
    jonnny68
    Closed Accounts Posts: 3,670 ✭✭✭jonnny68


    Tesco Mobile: Paul wrote: »
    Hi Jonny,

    Sorry for the delay. This is not in the plans.

    Regards
    Paul


    shame any reason why?Tesco Mobile would undoubtedly benefit if they were to offer free roaming and advertise it.

    I'll probably still move to Tesco mobile anyway, 1 cents a minute to landlines in UK is a great deal, i hope this offer is extended too.


  • #44
    Tesco Mobile: Paul
    Closed Accounts Posts: 1,357 ✭✭✭Tesco Mobile: Paul


    jonnny68 wrote: »
    shame any reason why?Tesco Mobile would undoubtedly benefit if they were to offer free roaming and advertise it.

    I'll probably still move to Tesco mobile anyway, 1 cents a minute to landlines in UK is a great deal, i hope this offer is extended too.

    Roaming is quite difficult for us to offer very low priced as part of our coverage in over 100 countries is provided through a partner (who we have to pay :) )

    The plan is for the low cost international calls to continue long into the future.

    Be great to have you on board.

    regards
    Paul


  • #45
    jonnny68
    Closed Accounts Posts: 3,670 ✭✭✭jonnny68


    Tesco Mobile: Paul wrote: »
    Roaming is quite difficult for us to offer very low priced as part of our coverage in over 100 countries is provided through a partner (who we have to pay :) )

    The plan is for the low cost international calls to continue long into the future.

    Be great to have you on board.

    regards
    Paul

    appreciate the feedback and honesty, as i said 1c a minute is not to be beaten and will undoubtedly save me an packet as i call the UK several times a week.

    As soon as my credit runs out ill be joining Tesco :)


  • #46
    khan A
    Registered Users Posts: 1 ✭khan A


    Hi,

    There's no Tesco mobile coverage for the last 4 hours.!! Could you please reply immediately as what's the matter with it.


  • #47
    The Corinthian
    Closed Accounts Posts: 19,777 ✭✭✭✭The Corinthian


    Thread necromancy is not permitted. And this board is not customer support for Tesco Mobile or any other opco or MVNO. Closed.


This discussion has been closed.
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