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

CaSCaDe711

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

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

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

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

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

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

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

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

From Their Website:

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

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

Quest

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

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????

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????

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

No I haven't used a lot of data.

Thanks Paul;)

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.

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

Grainne2012

Still the same

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

Grainne2012

Done, thx.

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

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

simzoli

Sent

Thanks

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.

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?

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

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

Tesco Mobile: Paul

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

regards
Paul

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....

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

Grainne2012

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

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

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?

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

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.

Tesco Mobile: Paul

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

Tesco Mobile: Paul

Should be fixed now.

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.

GIMP

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

Tesco Mobile: Paul

Looking into this now

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?

Tesco Mobile: Paul

Hi Jonny,

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

Regards
Paul

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.

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

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

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.

The Corinthian

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