UPDATE (11:52 PM): U Mobile began informing customers that its network was fully operational once again around 9:45 PM. Read further for more information.
ORIGINAL STORY (8:44 PM):
U Mobile customers might be facing difficulties in using the telco’s service at the moment. The service disruption was revealed by the telco’s disgruntled customers through social media.
Based on the tweets and Facebook posts from customers, it seemed that they have begun facing connectivity issues since a few hours ago. According to these customers, U Mobile’s connection seemed to have disappeared altogether as indicated by the “No Service” or “SOS Only” status on their phones.
Here is an example from Twitter user @dingrogudjarin in Ipoh who noticed the disruption at around 4:50 PM today:
https://twitter.com/dingrogudjarin/status/1345295353231282176
Since U Mobile didn’t make any official announcement regarding the issue, the true nature of the disruption is unknown for now. However, it has acknowledged the disruption in some of the replies to customers although no recovery time was provided by the telco in those responses.
Hi @ayanuraza, we are aware and our team is currently working to rectify the issue, your patience is highly appreciated. Please monitor your network connection from time to time.
— U Mobile (@umobile) January 2, 2021
Meanwhile, we will keep you updated once we hear more. So, stay tuned.
UPDATE 1 (9:39 PM):
In a response to a customer at 9:29 PM, U Mobile’s customer service’s agent stated that the estimated time to recovery at the moment is 4 hours:
Hi @waniwahida8, we aware of the issue and our team is currently working in rectifying the issue right now. Your co-operation and is highly appreciated. The estimation time to resolve is 4 hours. For the time being, appreciate if you could monitor the … https://t.co/wZSI4elcMD
— U Mobile (@umobile) January 2, 2021
Based on that reply, it well means that the issue should be rectified by 1:30 AM. However, in another tweet at 9:45 PM, the telco claimed that it managed to restore its services back to normal:
Hi @atieqahyusof, harap maklum bahawa isu telah berjaya diselesaikan pada ketika ini. Sila mulakan semula phone anda dan cuba semula. Jika isu masih sama, sila DM kami nombor telefon dan lokasi untuk siasatan lanjut ya. terima kasih 🙏
— U Mobile (@umobile) January 2, 2021
Given that U Mobile has yet to provide a proper official statement regarding the disruptions that are being experienced by its customers, we are not so sure about the accuracy of the status updates that are provided by the telco’s customer service’s agents.
Hence, if you are one of those U Mobile customers that are affected by the downtime, do try to restart your device from time to time and see whether that would get you back into the network or otherwise.
UPDATE 2 (11:52 PM):
While U Mobile still hasn’t provided any explanation regarding the true nature of the major network disruption that its customers throughout the country have experienced for the past few hours, the telco continues to inform customers that it has rectified the problem.
One of the tweets from the telco’s customer service agent stated that the recovery was taking place in a gradual manner:
Hi @haq_hizamul, please be advised that the service will be restored gradually in 1 hour ya. In the meantime, just monitor the signal and all the services should be stable and completely restored within 1 hour. If you are still facing the same issue, d… https://t.co/xP0jLuLaga
— U Mobile (@umobile) January 2, 2021
All in all, we take that as a sign that U Mobile’s service should be back to normal as we speak. Nevertheless, we wish that the telco should be more proactive and transparent when it comes to relaying information regarding network or service disruption to its customers.
