A message from Odido about mobile network problems

On Friday, August 1 and Saturday, August 2, we unfortunately experienced network problems on our mobile network. During overnight maintenance activities on one of our data centers, problems arose with the routers in our data centers. As a result, customers experienced reduced services especially with calling via our network, while costumers could also have experienced problems with sending text messages or surfing the internet via our
mobile network.

The fact that this is the second nationwide outage on our mobile network, makes this even more distressing for us and our customers. This is not the service customers should expect from us. Therefore, we would like to explain more about what happened this Friday. And how we will compensate customers in the regions of Noord-Holland and Rotterdam, where the outage lasted longer than twelve hours.

Two nationwide network problems in a short time period
Although Odido's mobile network has been praised by leading benchmark organizations for years for its quality and stability, our network was hit by nationwide network problems for the second time in a short time. While the problems were the same for our customers, each had a different cause.

For example, the network problems during the NATO Summit in June were caused by an unexpected situation at an external party, and were not the result of problems or maintenance on Odido's network. In contrast, last Friday's problems arose on our own network due to overnight maintenance work. During this maintenance in our main data center, problems arose that caused external communication with important routers to be lost. Unfortunately, this had noticeable consequences for our customers throughout the Netherlands.

A major impact and compensation
In the course of Friday morning, our engineers managed to restore services on our mobile network in most of the country. Two regions, Noord-Holland and Rotterdam, needed additional changes and services there returned around 16:00. Because customers in these two regions experienced problems on our network for longer than 12 hours, we will compensate them. Eligible customers will receive an email from us to make this possible.

Our promise
We know how important a stable connection is and that a good network experience is essential in everything our customers do. We want to provide our customers with the best network experience and we hate it when we cannot deliver on this ambition.

Odido continues to invest in the quality and reliability of our services and support. We are currently performing complex work on several parts of our network to ultimately simplify our infrastructure. Telecom networks are technologically advanced and unfortunately outages can never be completely ruled out. However, we can promise that we will continue to scrutinize our operational procedures and, for example, the way in which we implement
changes on our network. Together with our suppliers we will make agreements to further streamline processes around the transformation, and any unforeseen circumstances such as outages.