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

CaSCaDe711 · 16-03-2012 1:56pm #1

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

CaSCaDe711

Tesco Mobile: Paul · 16-03-2012 2:03pm

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

lir6777 · 16-03-2012 2:05pm

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!:)

danjo-xx · 16-03-2012 5:36pm

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.

Tesco Mobile: Paul · 16-03-2012 5:46pm

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

danjo-xx · 16-03-2012 5:57pm

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.

Quest · 16-03-2012 6:30pm

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

Tesco Mobile: Paul · 16-03-2012 6:36pm

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

danjo-xx · 16-03-2012 6:36pm

From Their Website:

Quest · 16-03-2012 6:39pm

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

Tesco Mobile: Paul · 16-03-2012 6:43pm

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

Quest · 16-03-2012 7:09pm

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

nadel302008 · 19-03-2012 5:16pm

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????

Tesco Mobile: Paul · 19-03-2012 5:18pm

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????

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

nadel302008 · 19-03-2012 6:14pm

No I haven't used a lot of data.

Thanks Paul;)

Grainne2012 · 22-03-2012 4:06pm

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.

Tesco Mobile: Paul · 22-03-2012 4:24pm

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

Grainne2012 · 22-03-2012 5:01pm

Still the same

Tesco Mobile: Paul · 22-03-2012 5:03pm

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

Grainne2012 · 22-03-2012 5:10pm

Done, thx.

simzoli · 22-03-2012 6:03pm

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

Tesco Mobile: Paul · 22-03-2012 8:11pm

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

simzoli · 22-03-2012 8:24pm

Sent

Thanks

gerryo · 22-03-2012 11:16pm

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.

Grainne2012 · 22-03-2012 11:49pm

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?

45mhrc7evo1d3n · 23-03-2012 12:04am

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

. An unreliable network is worse than no network at all.

Stavro Mueller · 23-03-2012 2:07am

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

Tesco Mobile: Paul · 23-03-2012 10:20am

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

regards
Paul

Grainne2012 · 23-03-2012 10:35am

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....

Tesco Mobile: Paul · 23-03-2012 10:49am

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

Grainne2012 · 23-03-2012 1:29pm

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

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

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