Ongoing Delay to O2 Traffic File Delivery

Update timeline

1. investigating Oct 12, 2026, 02:41 PM UTC

   We are currently aware of an ongoing issue within the O2 network affecting the delivery of HSERC, GSERC and CSERC traffic files. The incident is impacting the receipt of domestic voice traffic, domestic data usage and roaming data records. As a result, we have received significantly reduced volumes of traffic data since 9 October. We are actively engaging with O2 and continue to escalate the matter as a priority to ensure service is restored as quickly as possible. At this time, O2 expects that any affected traffic records will be delivered retrospectively once the underlying issue has been resolved. We are therefore not anticipating any permanent loss of usage data and will process backdated records as soon as they become available. We appreciate your patience and understanding while O2 works to resolve this issue. Further updates will be provided as additional information becomes available. Status: Ongoing Affected Services: HSERC, GSERC and CSERC file delivery Impact: Delayed domestic and roaming usage records Issue Start Date: 9 October Next Update: To be provided when further information is received from O2

2. investigating Oct 16, 2026, 03:45 PM UTC

   Service Update: O2 Traffic File Delivery Status: Service Restoration in Progress We are pleased to confirm that the issue affecting CSERC traffic file delivery has been resolved, and files are now being received and processed normally. We have also received a positive update from O2 regarding the ongoing GSERC and HSERC delivery issues. The delivery process for both services has now successfully restarted. To minimise the risk of further incidents, O2 is initially processing smaller volumes of data while service is stabilised. O2 currently expects the first deliveries of impacted GSERC and HSERC files to be received over the weekend. A catch-up plan for the backlog of delayed files is being developed, with an initial timeline expected early next week. We will provide further updates as soon as more information becomes available. There remains no indication of any permanent loss of usage data. Any delayed records will be processed and rated as soon as they are received. Service Status Summary CSERC: Restored and processing normally GSERC: Delivery process restarted, initial volumes being processed HSERC: Delivery process restarted, initial volumes being processed Issue Start Date: 9 October Current Status: Service restoration and backlog recovery in progress Next Update: Following further information from O2 regarding the catch-up plan Thank you for your continued patience while we work with O2 to restore full service. Further updates will be provided as they become available.

3. investigating Oct 19, 2026, 01:36 PM UTC

   O2 HSERC/GSERC Incident Update We have received a further update from O2 regarding the ongoing HSERC and GSERC file delivery issue. The GSERC and HSERC recovery processes continue to operate successfully following the restart activities implemented on Friday. O2 has advised that progress remains positive, with no indication of the issue regressing or the recovery effort moving backwards. Key points from the latest update: We are currently awaiting a further update regarding the timing of file deliveries and will share this information as soon as it becomes available. At this stage, it does not appear that any HSERC or GSERC deliveries were received over the weekend. Although file delivery has not yet resumed, O2 has confirmed that the restarted processes continue to run as expected and that recovery activities remain on track. The current focus remains on progressing towards the first successful deliveries while maintaining system stability. We will continue to monitor the situation closely and provide further updates as soon as additional information is received from O2. Thank you for your continued patience while service restoration activities remain underway.

4. investigating Oct 21, 2026, 10:15 AM UTC

   We continue to engage closely with O2 regarding the ongoing HSERC and GSERC (Domestic and Roaming Data) file delivery issue. O2 has advised that its system recovery processes were restarted last week and that efforts to process the backlog of data remain ongoing. However, O2 is currently unable to confirm when the generation and delivery of the missing CDRs will resume. For clarity, this issue is affecting all O2 B2B Wholesale partners and O2 Business. We fully recognise the impact that the absence of usage data is having on your ability to support customers, manage services and provide accurate reporting. We remain in regular contact with O2 and are actively monitoring progress. A further update will be provided tomorrow morning, or sooner should any new information become available. Thank you for your continued patience and understanding while recovery activities remain in progress.

5. investigating Oct 22, 2026, 10:29 AM UTC

   We are pleased to share a positive update regarding the ongoing HSERC and GSERC (Domestic and Roaming Data) file delivery issue. We have now started to receive backdated HSERC and GSERC files from O2, with usage records currently being delivered up to 16/10. At present, volumes remain lower than normal, which is expected as O2 continues to work through its recovery process and the associated backlog of data. O2 has advised that further backdated files will continue to be delivered over the coming days as recovery activities progress. We therefore expect the remaining outstanding usage data to be received incrementally rather than in a single delivery. As these delayed files are processed, partners are asked to remain vigilant for any usage-based alerts, controls, or barring activity that may be triggered by the late arrival of traffic. The backdated usage may result in customer activity appearing later than would normally be expected. We will continue to monitor the situation closely and provide further updates as recovery progresses. Thank you for your continued patience and support while O2 works to restore normal service.

6. investigating Oct 26, 2026, 11:08 AM UTC

   Unfortunately, O2 are continuing to have problems with the supply of HSERC and GSERC (Domestic and Roaming Data) files. This issue is impacting the delivery process across all O2 Wholesale B2B partners and O2 Business. An incident is ongoing and is being treated as a high-priority service issue, with senior stakeholders actively engaged and investigations ongoing to restore the delivery process as quickly as possible. At this stage, we do not have an estimated timescale for the next file delivery. We recognise that this latest interruption follows recent recovery progress and appreciate the frustration that the continued delays may cause. We are maintaining close engagement with O2 and will continue to push for updates and resolution as a matter of urgency. We apologise for the ongoing disruption and any impact this may have on your operations. A further update will be provided as soon as additional information becomes available. Thank you for your continued patience and understanding while O2 works to restore normal service.

7. investigating Oct 27, 2026, 11:08 AM UTC

   We have been notified by O2 that route cause to the supply of Domestic and Roaming Data CDRS was identified and resolved yesterday. We are pleased to confirm that further HSERC and GSERC (Domestic and Roaming Data) file delivery was successfully received overnight, and usage data has now been delivered up to 21st October. Based on the latest information provided by O2, the next delivery is expected to contain usage covering 22nd October through to 26th October, with delivery currently anticipated on or around Friday 30th October. To help set expectations, it remains unlikely that all outstanding usage will be fully recovered and processed before month-end. We expect to have greater visibility of the recovery schedule and future deliveries later this week. Assuming the next planned delivery is received on Friday, a reasonable expectation is that the subsequent delivery would follow on Monday. O2 continues to treat this as a high-priority incident and recovery activity remains ongoing across all affected O2 Wholesale B2B partners and O2 Business customers. We remain in close contact with O2 and will continue to provide updates as further information becomes available. Thank you for your continued patience and understanding while recovery efforts continue.

8. investigating Oct 30, 2026, 01:05 PM UTC

   O2 HSERC & GSERC (Domestic and Roaming Usage) File Delivery Update We are pleased to confirm that a significant volume of HSERC and GSERC domestic and roaming usage data was successfully received and processed overnight. As a result, we have now received usage data up to and including 26th October, significantly reducing the backlog and bringing us much closer to our normal operating position. Whilst we remain marginally behind our usual position for O2 CDR receipt, the volume of data now received gives us sufficient coverage to proceed with our end of month billing runs as planned. We therefore do not anticipate any changes to the standard billing timetable. In reaching this decision, we also took into account the feedback received from partners. We have continued to work closely with O2 throughout this incident to reduce the outstanding CDR backlog. We expect further CDRs to be received next week, which will close the remaining gap. We recognise the challenges that delayed CDR data can create when monitoring customer usage and appreciate partners working with us through this situation. Partners should continue to monitor usage and maintain appropriate headroom within bundles to allow for usage that will be received after the bill run period has closed. This remains particularly important while the final CDR backlog is being cleared and will help to minimise the risk of unexpected out of bundle charges or bill limit triggers. O2 continues to progress recovery activity for the remaining outstanding data and is treating this as a high priority incident affecting O2 Wholesale B2B partners and O2 Business customers. We remain in close contact with O2 and will continue to share any material updates as further information becomes available. Thank you again for your continued patience, understanding and partnership throughout this incident. We recognise the challenges that delayed usage data can create and sincerely appreciate your support while we work with O2 to return to the normal CDR delivery position.