@pwalk wrote:
Why haven't EE put out a notice of it somewhere, or texted everyone affected, with an ETA of a fix? That would have saved a lot of headache
Neither Orange nor EE have ever had a customer-facing "known issues" board, and it could easily create as many problems as potentially being solved.
Users who see a "known issue" and assume their problems are caused by that, are less likely to seek individual help and thus unrelated issues go unresolved - I have seen this happen in both a professional & personal capacity. "Me too" posts on this very forum are also another example - it's basic human nature to see similar issues described, and be relieved there's no need to pursue yours.
Doing things the way they're done (which is commonplace across the mobile industry), does rely on a solid & reliable CS-process, though.
Text notifications are an interesting one, that relies on having agreed criteria for selecting the recipients. Do you base this on users who have connected to foreign networks in the past x days? You potentially upset or confuse those who have now returned home or travelled elsewhere. Similar text-based comms have been used before - but you need to make the criteria viable & workable.
