The serious outage that affected the website of online bank Egg this week meant many of its customers had trouble accessing their accounts for nearly 22 hours.
The service went down at 7pm on Wednesday (22 August) and was partially restored the next afternoon. It took 22 hours for full service to resume.
Egg worked with its service provider Cable & Wireless to restore the service, with the bank blaming the telecoms provider for the incident. Cable & Wireless is now conducting a major investigation into the root causes of the incident and will report to the bank within a week.
An Egg representative said dealing with the web downtime had been a "massive priority" for the bank but insisted the bank’s call centre had operated normally throughout the web service interruption. She said up to 50 other firms had been affected by the Cable & Wireless problems.
The telecoms provider, for its part, admitted several customers had been hit. "Since yesterday afternoon, we've been experiencing some issues on our network meaning that a handful of our customers are experiencing intermittent, slow or no access to their Internet and email services", C&W said in a statement obtained by Computerworld UK.
"While we isolate and fix the root cause of the issue, we're putting in re-routes for our customers to take them away from the fault and restore their services."
A spokesperson at C&W added today: “We will be conducting a post-incident investigation. Typically when we close an incident we will issue a report to our customer within five days after mopping up any final technical issues.”
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