Mobile network failure impacting alarms on Saturday 29 May

Mobile network failure impacting alarms on Saturday 29 May

Unfortunately, on Saturday 29 May, around 3,000 Post Office branches were impacted by a global mobile network issue which affected systems such as alarms and payment card machines. 

If this impacted your branch, we are very sorry for the disruption this caused you. 

As soon as Grapevine became aware of a wide scale issue they brought in additional staff to assist with a high number of calls and alarm activation issues. An initial text alert was circulated to branches at 11:32, followed by another 14:53. 

If you were affected and didn’t receive a text then please contact Grapevine to ensure they have your up to date details. Grapevine is available on 0345 603 4004 or by email to grapevine.admin@grapevine.co.uk

As a result of the incident, we are introducing and investigating improvements such as better communications, including temporarily IVR telephone message at Grapevine (suggested by a Postmaster) so you are informed of the ongoing situation. We will also review and test a range of technical solutions including removing the need for an alarm reset when there is an incident, though solutions like this may take more time to put in place. 

Thank you for your support.