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Virgin apologises to mobile customers who experienced hours-long outage

The company said the issue with calls and texts was due to a fault occurring on a third party network.

VIRIGN MEDIA IRELAND has apologised to mobile customers who experienced an hours-long service outage yesterday evening.

A number of customers reported issues from around 6pm yesterday evening and were still asking the company for updates as late as midnight.

A spokesperson for Virgin told TheJournal.ie that some mobile customers “experienced intermittent service issues while using voice and SMS yesterday evening”.

“This was due to a temporary fault occurring on a third party network and triggered the intermittent service issues. Once we were made aware of this we acted immediately and worked with our third party to resolve the matter,” they added.

We apologise to any customer who was impacted but can confirm all services are working now.

Customers had also expressed frustration at the lack of response to their queries yesterday evening by members of the customer care team on Twitter, as the service is supposed to be online until 9pm on weekdays.

The spokesperson said “they closed at 7pm because they were in [a] scheduled training workshop”. The Twitter team has been responding to customers this morning to apologise and assure them the issue has been resolved.

When asked about compensation for the inconvenience, they said they are “finding the few customers who were impacted already are on a discounted pack”.

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