| Recurring |
one_organization, multiple_organization |
(a) The software failure incident having happened again at one_organization:
- Lloyds Banking Group, owner of Halifax, mentioned that the problem was due to a technical fault with Sky broadband, emphasizing that there was nothing wrong with their own services. This indicates a recurring issue with Sky Broadband affecting their services [117521].
(b) The software failure incident having happened again at multiple_organization:
- Other banks such as Santander and TSB confirmed that the issue was with Sky customers trying to access the apps, suggesting a broader impact on multiple organizations due to the Sky Broadband failure [117521]. |
| Phase (Design/Operation) |
design |
(a) The software failure incident in the article was related to the design phase. The issue was revealed to be with Sky Broadband, causing thousands of customers, including those from major banks like Santander, NatWest, RBS, Lloyds, HSBC, and Halifax, to be unable to use mobile apps and online banking for three hours. The problem was attributed to a technical fault with Sky broadband, impacting customers' ability to access websites and apps [117521].
(b) The software failure incident was not related to the operation phase or misuse of the system. |
| Boundary (Internal/External) |
within_system |
(a) within_system: The software failure incident reported in the article was within the system. The issue was revealed to be with Sky Broadband, which affected thousands of customers with major banks in the UK, causing online banking and mobile app outages [117521]. The technical fault with Sky broadband led to customers being unable to access websites and apps, resulting in frustration and complaints on social media. The problem originated within the Sky Broadband system and was resolved by the service provider.
(b) outside_system: There is no information in the article to suggest that the software failure incident was due to contributing factors originating from outside the system. |
| Nature (Human/Non-human) |
non-human_actions |
(a) The software failure incident in this case was due to non-human actions. The issue was revealed to be with Sky Broadband, causing thousands of customers, including major banks like Santander, NatWest, RBS, Lloyds, HSBC, and Halifax, to be unable to use mobile apps and online banking for three hours [117521]. The problem was described as a technical fault with Sky broadband, and multiple customers reported issues connecting to websites and apps, with error messages indicating session timeouts and server unresponsiveness. The outage affected customers in major cities like London and Manchester, as well as across the UK. The issue was eventually resolved by Sky Broadband, allowing customers to access websites and apps as normal [117521].
(b) There is no specific information in the articles indicating that the software failure incident was due to contributing factors introduced by human actions. |
| Dimension (Hardware/Software) |
hardware |
(a) The software failure incident in the article was primarily due to hardware issues related to Sky Broadband. The outage affected thousands of customers, including major banks like Santander, NatWest, RBS, Lloyds, HSBC, and Halifax. The problem was attributed to a technical fault with Sky Broadband, causing customers to experience difficulties accessing websites and apps, including online banking services [117521].
(b) The software failure incident was not directly attributed to software issues but rather to the hardware issue with Sky Broadband. Customers reported issues such as session timeouts and servers not responding, which are more indicative of connectivity problems stemming from hardware rather than software bugs or faults [117521]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident described in the article does not indicate any malicious intent. The issue was attributed to a technical fault with Sky Broadband, causing disruptions for customers of various banks and affecting their ability to access online banking and mobile apps [117521]. The incident appears to be non-malicious in nature. |
| Intent (Poor/Accidental Decisions) |
accidental_decisions |
(a) The software failure incident related to the Sky Broadband outage affecting online banking services of major banks in the UK was not attributed to poor decisions. The incident was primarily caused by a technical fault with Sky Broadband, leading to connectivity issues for customers trying to access websites and apps. The banks affected, such as Lloyds Banking Group, Santander, and TSB, confirmed that the problem was with Sky broadband and not their own services [117521].
(b) The software failure incident was more aligned with accidental decisions or mistakes rather than poor decisions. The outage was not a deliberate action but rather an unintended consequence of a technical fault with Sky Broadband, impacting the ability of customers to use online banking services [117521]. |
| Capability (Incompetence/Accidental) |
accidental |
(a) The software failure incident reported in the article was not attributed to development incompetence. The issue was identified as a technical fault with Sky Broadband, affecting the ability of customers to access websites and apps, particularly impacting online banking services for customers of major banks like Santander, NatWest, RBS, Lloyds, HSBC, and Halifax [117521].
(b) The software failure incident was accidental, as it was caused by a technical fault with Sky Broadband rather than intentional actions or lack of professional competence. The outage left thousands of customers unable to use mobile apps and online banking for a few hours, impacting individuals working from home and causing frustration among affected users [117521]. |
| Duration |
temporary |
(a) The software failure incident in this case was temporary. The issue with Sky Broadband caused thousands of customers, including those from major banks like Santander, NatWest, RBS, Lloyds, HSBC, and Halifax, to be unable to use mobile apps and online banking for three hours [117521]. The problem was specifically attributed to a technical fault with Sky Broadband, and once it was resolved, customers were able to access websites and apps as normal. The outage was not permanent and was resolved within a few hours. |
| Behaviour |
crash, omission, value, other |
(a) crash: The software failure incident in the article resulted in a crash as thousands of customers were left unable to use mobile apps and online banking due to the Sky Broadband outage [117521].
(b) omission: The omission behavior is evident in this incident as the system omitted to perform its intended functions at the instance of the outage, causing customers to be unable to access websites and apps [117521].
(c) timing: The timing behavior is not explicitly mentioned in the article.
(d) value: The value behavior is observed in this incident as the system was performing its intended functions incorrectly, leading to customers experiencing issues with accessing websites and apps [117521].
(e) byzantine: The byzantine behavior is not described in the article.
(f) other: The other behavior observed in this incident is the system causing frustration and inconvenience to customers due to the failure, as reported on social media by affected individuals [117521]. |