As an apology…

Update 11am July 17, 2024

On Monday July 15, Virgin Mobile users in the UAE took to social media to share claims that they were unable to access many of their network services.

There were multiple new comments under posts on the network provider’s recent Instagram feed referring to an outage. Reddit Users are asking if ‘anyone else’ is having issues with the provider.

Data and call-based services

Some Virgin Mobile customers have reported a total outage of network services – no access to data, no ability to make or receive calls and a similar blackout on SMS sending/receiving. Even access to the Virgin Mobile app seems to be down at the moment.

Later on Monday Virgin Mobile confirmed that all their services were back up an running, following the resolution of the final fault at 3.33pm.

The provider has also now a formal issued an apology for the breakdown in services, along with free 5GB data for all its customers affected by the outage.

Virgin Mobile have said the 5GB will be credited to users accounts. When What’s On accessed the app to check, it was once more ‘temporarily out of service’.

During the disruption, the customer care centre was hit with 13,000 chats (presumably primarily on social media because the app was also down for most of it). It’s a reminder during this sort of unavoidable technological glitch, it’s important to be proactive and quickly communicate with your customers with posts on social channels.

Talking about the Rob Beswick, Virgin Mobile UAE Managing Director says, “We’re sorry for the inconvenience that was caused during Monday’s outage as we know our customers expect an uninterrupted connection with an unparalleled customer experience.”

The team worked extremely hard to minimise the disruption and keep our customers updated –we therefore hope that the free data we’re providing to customers, goes someway to making up for the inconvenience caused.”

Images: Getty