Which has faced serious communication problems throughout Russia, has promised to pay monetary compensation to all affected customers. About it informed General Director of the company Sergey Soldatenkov in the official Megafon group on VKontakte.
“To those subscribers who were affected by the accident, we will provide compensation; We will inform you about the details at the beginning of the working week. Thank you for your trust and support over the past day. Thank you,” Soldatenkov said in an official comment.
The inconvenience will be compensated
The head of MegaFon said that the technical failure was completely eliminated and subscribers can use all services as usual. “We have drawn the necessary conclusions and are already taking additional measures so that this situation does not happen again,” Soldatenkov said.
Earlier, as the cause of the accident, the PR director of the company, Petr, named a software failure of the equipment and software supplier on the database processing systems on the main and backup nodes serving a number of constituent entities of the Russian Federation.
Megafon noted that it was the largest accident of this magnitude in the history of the company.
As compensation, users will be given a discount for the next billing period, which can be obtained by contacting the mobile operator's support service.
WannaCry has nothing to do with it
On Friday morning, May 19, it became known about a major failure in the operation of MegaFon - residents of Moscow, Nizhny Novgorod, Samara and other regions of Russia reported that it was impossible to make a call. It was possible to fully restore the work of the operator in the capital region only by late evening.
The Megafon company was among those who were struck by the WannaCry virus that spread around the world, so some experts associated the accident with another hacker attack.
The operator denied this information: “Over the past 20 minutes, questions have been received from the media about a possible connection between a technical failure on the Megafon network and the WannaCry virus attack. We answer: we have no reason to link these two events. There was an accident on one of the elements of the network equipment.
Due to the failure of Megafon, taxi services Yandex.Taxi, Gett and Uber announced difficulties in their work. The head of the press service of Yandex.Taxi said that due to problems with dialing, the service temporarily disabled the payment of the minimum cost of the trip, which is usually charged if the passenger does not go to the car for a long time and cancels the trip.
During the day, information appeared in the media that communication difficulties were observed with other mobile operators, including. Nevertheless, representatives of these companies, in an interview with Gazeta.Ru, stated that their networks are operating normally and have not experienced any communication problems.
The general director of Megafon, whose network suffered a serious accident on May 19, presented three options for compensation that affected subscribers can count on. Information about it appeared in the official community of the mobile operator in VKontakte.
The problem affected residents from Moscow, Nizhny Novgorod, Kazan, Ufa and other cities of Central Russia and the Volga region, who during the day could not make calls or send SMS messages. The press secretary of the company, in an interview with Gazeta.Ru, said that subscribers of the Capital, Central and Volga branches will apply for compensation.
Compensation for every taste
According to Soldatenkov, each victim will have three compensation options to choose from: 50 minutes of voice communication and 1 GB of Internet traffic, 2 GB of Internet traffic, or free viewing of one of the new Russian films in the MegaFon.TV service. The subscriber will be able to receive the service he has chosen by contacting the contact center or by waiting for an SMS message with a special request during the current week.
You can connect to one of the selected packages until May 31, while it will be valid for 30 days.
The head of MegaFon once again named the cause of the accident - a software failure on one of the key system elements of the mobile operator's network. He noted that a failure of this magnitude occurred in MegaFon for the first time.
“We all understand perfectly well that today a few hours without communication is an emergency. And on Friday, our specialists did everything possible to fix the problem as quickly as possible, ”Soldatenkov said.
The General Director of the company once again thanked all subscribers for their patience and understanding and promised to do everything in their power to ensure that such situations do not happen again.
Earlier, the virtual operator, which works on MegaFon's networks and also encountered communication problems, said it would spend up to 20 million rubles. for compensation to subscribers affected by the accident.
“Yota apologizes to its customers who encountered problems when using the services of a mobile operator. The consequences of the accident were completely eliminated. We decided to pay compensation up to 20 million rubles. customers who were left on that day without the ability to make calls and use mobile Internet, ”said the CEO of the company.
As compensation, Yota will provide a discount for the next billing period, which can be obtained upon request to the operator's support service.
“They (compensations. - Gazeta.Ru.) will be accrued in the form of discounts for the next billing period for customers who use Yota SIM cards in smartphones, or free days for a modem product,” Yota spokeswoman Ekaterina Konkova explained .
The crash spurred demand
The accident on MegaFon's networks occurred on May 19, when subscribers of the mobile operator began to massively complain about the inability to make a call, send an SMS message, and also connect to the mobile Internet. Communication disruptions were observed from the very morning, and the consequences of the accident were eliminated closer to midnight.
At the same time, other mobile operators from the Big Three, and Beeline, worked as usual. MTS said that on May 19, sales of the company's SIM cards in Moscow doubled amid the Megafon crash.
The MTS spokesman said that on that day the demand for the MNP service also increased, when a subscriber can save his number and transfer it to another operator in order to use its services.
A spokeswoman for Beeline said that the company does not comment on sales growth and MNP transitions due to the "Friday disaster", as it considers it unethical.
MegaFon CEO Sergei Soldatenkov said that subscribers who remained without communication on May 19 due to a malfunction in the operator's work can choose one of three compensation options.
On Friday, May 19, MegaFon customers lost the ability to call and send SMS messages for several hours. The operator's subscribers from Moscow, Nizhny Novgorod, Kazan, Ufa and other cities of the Central part of the country and the Volga region faced such a problem. In some regions, malfunctions in the operation of the mobile Internet were noted. "The cause of the accident was a software failure on one of the key system elements of our network," - says in a message on the MegaFon page on the VKontakte social network.
The CEO of the company Sergey Soldatenkov once again apologized to the customers and partners affected by the accident. "We all understand perfectly well that today several hours without communication is an emergency," he stressed, adding that from Saturday, all subscribers who complained to the contact center about network failures are already being offered compensation. And from May 23, every client who finds himself in the accident zone can receive it without contacting. At the same time, it is proposed to choose one of three compensation options: 1 GB of traffic and 50 minutes of voice communication, 2 GB of traffic, or free viewing of one of the new movies on Megafon.TV.
Later, the company's press service clarified that only Fyodor Bondarchuk's film "Attraction" could be watched for free. It is noted that its viewing in HD format costs 300 rubles. Approximately the same amount the average Russian spends per month on communication services, Magafon stressed. The offer can be activated until May 31, the packages are valid for 30 days. Within a week, all subscribers who can count on compensation will receive an SMS with the details of receiving it.
What the lawyers say
"Megaphone" denies existence of "hacker attack", speaks about malfunction of the equipment, but at the same time draws our attention to the name of this equipment (Hewlett-Packard), thereby in any case disclaiming responsibility, - notes Lawyer AB "" Anna Goloshchapova. - You can, of course, go to court. Everyone has the right to defend their interests in court. But in this case, the subscribers who applied to the court will have to prove a number of circumstances indicating that the equipment failure was and arose through the fault of the operator.
If all subscribers go to court with lawsuits against MegaFon, then this will drag on for many months, and maybe years, Goloshchapova adds. In this regard, she considers such steps simply illiquid in relation to her time and financial costs of going to court. “Those free services offered by MegaFon, in my opinion, are the fastest way to compensate for the discomfort received on May 19,” the lawyer says. “But from a legal point of view, we, of course, are obliged to fight for our rights to receive high-quality services for which we pay our own money. And even though it will be a very long process, those who do make it to the end have a very good chance of receiving payment."
Ivan Sustin, lawyer, managing partner of BSG, the actions of "MegaFon" in the current situation considers correct and consistent. "Certainly, the company's clients can apply to the court for the protection of their rights under the Federal Law "On Protection of Consumer Rights," the expert notes. in court, the consumer must prove a causal relationship between the technical failure of Megafon and the losses caused to them. In addition, it will be necessary to provide a calculation of their size. "
"Consumer protection legislation and the rules for the provision of communication services do not provide for significant liability in the event of interruptions in the provision of communication services for several hours," emphasizes Mikhail Ilyin, partner "". - Proving losses for the majority of consumers is a very time-consuming process. In addition, Megafon has already voluntarily offered very good compensation for its subscribers. Therefore, it is hardly worth predicting a mass appeal to the court in connection with the latest incident."
Megafon will offer subscribers affected by the failure on May 19 three compensation options to choose from. This is stated in the message of the CEO of the cellular operator Sergey Soldatenkov, posted in the official Megafon community on VKontakte.
According to Soldatenkov, the company, starting from Saturday, offers compensation to those who applied to the contact center. “From today (May 23 – Ed.), we give the opportunity to receive it without recourse,” he said.
Later, a representative of Scartel LLC (operating under the Yota brand) told RIA Novosti that the company would also provide subscribers who suffered from the accident on May 19 with a 20 percent discount on the cost of a monthly package tariff. According to him, users of the company's modem products can count on free internet for up to seven days.
Last Friday, in a number of Russian cities in the Moscow region and the Volga region, the Megafon company had a voice communication failure. Then the operator said that the success of dialing decreased by 30 percent. The failure lasted several hours, it also affected Yota, a subsidiary of MegaFon.
According to Soldatenkov, the cause of the accident was a software failure of one of the key elements of the network. “Such a large-scale problem in our history happened for the first time. Today, the network has been fully restored and is operating normally,” he said.
How to get compensation from Megafon?
Subscribers of a cellular operator who are left without communication can apply for information by calling technical support or write messages to the official Megafon group on VKontakte.
In both cases, you must give the phone number and provide the name of the owner of the SIM card. Specialists will check the information and inform you about the amount of your compensation. As a rule, the payment is 50 rubles. Then the user receives an SMS message with the number of the appeal, which they promise to consider in the next 7 days.
However, as a rule, compensation is credited to the subscriber's account quickly. Sergey Soldatenkov, General Director of MegaFon, announced that from Tuesday, May 23, 2017, the mobile operator makes it possible to receive compensation without recourse.
“For each client who finds himself in the accident zone, we offer one of three compensation options: 50 minutes of voice communication + 1 GB of traffic; 2 GB of traffic; free viewing of one of the new films on MegaFon.TV,” Soldatenkov said in the official Megafon group on the VKontakte social network. It is noted that the details of subscribers will be notified via SMS within a week.
WannaCry has nothing to do with it
On Friday morning, May 19, it became known about a major failure in the operation of Megafon - residents of Moscow, Nizhny Novgorod, Samara and other regions of Russia reported about the impossibility of making a call. It was possible to fully restore the work of the operator in the capital region only by late evening.
The Megafon company was among those who were struck by the WannaCry virus that spread around the world, so some experts associated the accident with another hacker attack.
The operator denied this information: “Over the past 20 minutes, questions have been received from the media about a possible connection between a technical failure on the Megafon network and the WannaCry virus attack. We answer: we have no reason to link these two events. There was an accident on one of the elements of the network equipment.
Due to the failure of Megafon, taxi services Yandex.Taxi, Gett and Uber announced difficulties in their work. The head of the Yandex.Taxi press service, Vladimir Isaev, said that due to problems with dialing, the service temporarily disabled the payment of the minimum trip cost, which is usually charged if the passenger does not go to the car for a long time and cancels the trip.
During the day, information appeared in the media that communication difficulties were observed with other mobile operators, including Beeline and MTS, reports r. However, representatives of these companies said that their networks are operating normally and have not experienced any communication problems.
Discussion is closed.
The mobile operator Megafon began to pay compensation to subscribers,. As a rule, the amount of payment for the day of lost calls is only 50 rubles, they are returned to subscribers' accounts. Although, according to the administration official group"MegaFon" in the social network "VKontakte", compensation is considered on an individual basis.
Let's remind, earlier the general director of the company Sergey Soldatenkov in this group declared that the subscribers who have suffered because of long failure in a network, will receive compensation. Soldatenkov promised to inform about its details at the beginning of this working week. After waiting for Monday, May 22, users began to actively ask on the group wall what is known about the compensation, as well as unsubscribe about the funds received on the accounts. As a rule, we are talking about the amount of 50 rubles.
Compensation, as a rule, is 50 rubles.
Note that some users continue to complain about poor call quality. The map of failures also indicates that subscribers are experiencing communication problems in some places. Pay attention to the geography of requests.
How to get compensation from Megafon?
Subscribers of a cellular operator who are left without communication can apply for information by calling technical support or write a message to
