Service disruption analysis
Service disruption in Vodafone partially affected networks in the United Kingdom, Italy, Portugal and Ireland
MedUX analyses Vodafone fixed network fault impact based on the real-time information obtained from more than 5,000 measurement points in Europe
The disruption of Vodafone’s fixed networks on 13 June 2019 has had a limited impact. Based on more than 5,000 measurement points and millions of samples between 10 AM and 10 PM, the partial interruptions and outages have only temporarily affected the users’ experience. The incident in fixed broadband services occurred only in certain regions, including the United Kingdom, Italy, Portugal and Ireland.
MedUX Analytics has identified three key factors: recovery behaviour and time delimitation, geographical delimitation and service availability for Vodafone customers.
The research is based on network performance results of 5.000 MedUX HOME devices, deployed in 8 countries in Europe, from which 1,000 measure Vodafone networks. This devices allowed MedUX to measure, in real-time, the quality of the broadband experience in the customers’ premises.
Recovery behaviour and time delimitation
Although complaints were identified on social networks on 13 June from the early afternoon until, approximately, the end of the day, the average duration per user was lower than the duration observed on the social networks. The real-time information provided by MedUX has identified the beginning of the incident at around 2 PM CET, depending on the country. When analysing the incident on an individual observation point level in the United Kingdom, Portugal and Italy, it has been observed that the users were already recovering their service in one hour or less.
At the European level, the graph below represents the severity of the service fault in MedUX HOME devices by network type (xDSL, HFC and FTTx), commercial offer (30Mbps–1Gbps) and country. A return to traffic normality is observed within an interval of two to three hours on average at the national level. The tests obtained between 5 PM and 6 PM by MedUX devices have validated that the network was gradually recovering and returning to traffic normality.
It should be noted that the Italian time zone is +1 than in the rest of countries, which is why the graph has some deviations since it displays the statistics in the local time. MedUX Analytics has validated that the disruption was simultaneous in all four countries.
Graph: Vodafone service fault at European level.
A similarity has occurred in the geographical delimitation based on the behaviour by country, type of connection, commercial offer and measurement point. Although the beginning of the incident was reported at the same time, the discontinuities did not appear the same way in all of the regions, which is why the service interruption by the user was lower than the average of the four affected European countries.
Graph: Service disruption status at 2.30 PM
The MedUX data show that users in Italy were affected mainly between 3 PM and 4 PM, but the disruption did not have the same severity across the board. One hour after the event began, a service recovery could be observed from most of the observation points of Vodafone Italy.
In Ireland, the greatest impact occurred at 3 PM; however, as in Italy, the service interruption was not total and the severity varied, depending on the region. In this case, the incident lasted more than one hour of duration in some homes.
For Portuguese users, the general impact lasted approximately one hour—from 3 PM to 4 PM. After that time, several homes recovered their connectivity. At 4:24 PM, the recovery was almost total.
In the United Kingdom, landline users were less affected. The networks in the country were interrupted twice—first around 2 PM and then an hour later. Most users regained service availability shortly after the second disruption.
Therefore, if analysed on a country, regional and observation point level, it could be concluded that the disruption only temporarily impacted the users’ experience. The average time a user was affected was limited, and the issue was fully recovered after 6 PM across all of the affected countries.
Graph: Recovery of the Vodafone networks at 5 PM
In addition, it has been observed that not all of the services were affected in the same way by the disruption. While the MedUX team is researching this fact to understand the impact on the users’ experience, some general insights can be concluded.
In Italy and Ireland, some users maintained an average connectivity ratio of over 60% in some services, such as Facebook, Amazon and Google.
In the United Kingdom, some of the Vodafone users’ popular services, including Google and YouTube, had a negligible impact during the period in which the service incident occurred.
MedUX has performed this service performance analysis of the Vodafone service disruption due to its more than 5,000 MedUX HOME devices deployed in Europe, which allow real-time measurement of the quality of the broadband user experience on the customers’ premises.
The aim of MedUX technology is to analyse the quality of the broadband services from the end-user perspective. MedUX monitors the public’s most-used services, such as WhatsApp, Facebook or Netflix, known as Over the Top (OTT) applications. In addition, the MedUX Ecosystem analytical capabilities enable locating and resolving incidents related to service quality.
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