Vodafone: 10 million customers affected by network failure… and free calls


03:49 PM

Thursday, March 31, 2022

Books – Alaa Hajjaj:

Vodafone issued a clarification statement regarding the outage that hit its network and users complained about it yesterday, Wednesday.

Vodafone said in the statement that its network “faced yesterday a technical failure outside our control resulting from a cut in one of the cables, which affected the service of 10 million customers out of a total of 44 million customers, and the technical failure lasted less than an hour (it started at two in the evening).”

She added that the operating room followed up on the situation as it occurred and the network engineers worked to find quick solutions to solve the malfunction.

And she said, “The optimal and fastest technical solution for the return of service was not to hold customers accountable for their use of the Internet until the cable returned to its original condition, and the company decided to adopt this solution and bear all its financial consequences, to speed up the return of the service, and indeed the fault was fixed and the service returned in less than an hour.”

She added that the company was not only satisfied with solving the problem in record time, but quickly applied to the Telecommunications Regulatory Authority to obtain approval to compensate customers who were affected and provide free calls to them throughout Thursday, March 31, 2022, and the Telecommunications Regulatory Authority responded to Vodafone Egypt’s request

According to the statement, a text message was sent to 10 million customers today, Thursday, March 31, 2022, to inform them of the compensation and to clarify the reasons for the technical malfunction.

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