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Broadband usage reporting (81101) - UPDATE

2014-07-04 14:21:53

This is an update to our previous posts about the problem affecting the reporting of customers' broadband usage.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

If you are unable to see your last few days' broadband usage then you may be able to resolve the problem by disconnecting/reconnecting your router/modem.

Kind regards,

Linn Karstrom
Customer Support

Broadband Connectivity (81882) - NEW

2014-07-04 12:56:45

Earlier this morning we experienced a drop in a number of customer sessions across our broadband network.

This will have caused a large volume of customers to lose connectivity to the Internet. Reports from customers suggest that many had difficulty reconnecting and some may still be experiencing problems.

Our network engineers are currently investigating.

If you are struggling to connect to the Internet then please try powering off your modem or router for 20 minutes before powering it back up and attempting to re-establish a connection to the Internet.

We'll provide another update later this afternoon.

Apologies for the inconvenience.

Kind regards,

Chris Purvey
Customer Support.

Planned Broadband Network Maintenance - Thursday 3rd July 5.00am-7.00am

2014-07-02 17:03:55

When's this work happening?
Early tomorrow morning, 3rd July.

What does it affect?
Broadband connectivity.

How long will it take?
Up to two hours.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
No.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind Regards,

Chris Purvey
Customer Support.

Planned Website and Internal Systems Maintenance - Tue 1st July 11.00pm - Wed 2nd July 6.00am

2014-07-01 11:16:46

When is this work happening?
Overnight tonight into tomorrow morning, Wednesday 2nd July.

What does it affect?
Access to our website and internal systems.

How long will it take?
About seven hours.

What does the work involve?
We're rolling a number of system updates.

Am I likely to notice the work?
You may do, yes. Our website will be unavailable between 11:00pm tonight through to 6:00am tomorrow morning (Wednesday 2nd) and holding pages will be in place. Our customer support centre will have limited access to customers' account details during this time.

Is there anything else I need to know?
No.

Kind regards,

Chris Purvey
Customer Support

Increase in 21CN Broadband Capacity - July

2014-07-01 11:15:04

We will shortly be increasing the capacity of our WBC (21CN) broadband host links by a further 2.69Gbps. It's these host links that we use to deliver bandwidth to the majority of customers on our 21CN and Fibre services.

We're activating this extra capacity in line with the current budget, customers' usage habits and our projected growth in customer numbers.

Kind regards,

Chris Purvey
Customer Support.

Website problems (81825) - RESOLVED

2014-07-01 11:00:57

This is an update to the earlier post regarding a problem affecting access to certain pages of our website.

Our engineers have now resolved this issue.

Apologies for the inconvenience.

Kind Regards,

Chris Purvey
Customer Support

Broadband usage reporting (81101) - UPDATE

2014-07-01 09:11:08

This is an update to our previous posts about the problem affecting the reporting of customers' broadband usage.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

If you are unable to see your last few days' broadband usage then you may be able to resolve the problem by disconnecting/reconnecting your router/modem.

Kind regards,

Linn Karstrom
Customer Support

Website problems (81825) - NEW

2014-07-01 09:09:54

We are aware that there is a problem affecting our website where certain pages may return the following message:

The server returned a "500 Internal Server Error".

We're working to fix this as quickly as possible and we apologise for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Support

Planned Broadband Network Maintenance - Tuesday 1st July 6.00am - 7.00am

2014-06-30 12:54:24

When's this work happening?
Early tomorrow morning, 1st July.

What does it affect?
Broadband connectivity.

How long will it take?
Up to one hour.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind Regards,

Chris Purvey
Customer Support.

Planned BT Network Maintenance - Week commencing 30th June 2014

2014-06-30 12:44:13

When's this work happening?
Early hours most days this week.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours each time.

What does the work involve?
We've received notifications from our suppliers about maintenance work that is scheduled to take place in the following areas this week. This work typically takes place between Midnight and 6am.

1st July
East Wigston, Darlington, Newcastle and Glasgow.

2nd July
Glasgow and Manchester.

3rd July
Avonmouth, London Hornchurch and Leeds.

4th July
Poole.

7th July
Bristol, Glasgow, Slough, Belfast and Falkirk.

Although these are the areas we have been notified of, due to the nature of the broadband network these outages may affect customers nationwide. There are also a number of smaller exchange works most nights of the week that may cause smaller outages at individual exchanges.

Am I likely to notice the work?
Yes, there's a chance that you may be disconnected from the internet for a period of time during the maintenance window.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to log into their router interface and click connect.

Kind Regards,

Chris Purvey
Customer Support

Broadband usage reporting (81101) - UPDATE

2014-06-25 17:13:50

This is an update to our previous posts about the problem affecting the reporting of customers' broadband usage.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

If you are unable to see your last few days' broadband usage then you may be able to resolve the problem by disconnecting/reconnecting your router/modem.

Kind regards,

Linn Karstrom
Customer Support

Broadband Faults Troubleshooter Maintenance - Thursday 26th June Midnight - 3.00am

2014-06-25 16:47:03

When's this work happening?
Early tomorrow morning, 26th June.

What does it affect?
Access to the Broadband Faults Troubleshooter on our website.

How long will it take?
Approximately three hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our Broadband Faults Troubleshooter depends on.

Am I likely to notice the work?
You won't be able to access our Broadband Faults Troubleshooter for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our support staff will have limited access to some BT back-end systems for the majority of the maintenance window.

Kind regards,

Chris Purvey
Customer Support.

Planned Broadband Network Maintenance - Wednesday 25th June 5.00am-6.00am

2014-06-24 16:17:22

When's this work happening?
Early tomorrow morning, 25th June.

What does it affect?
Broadband connectivity.

How long will it take?
Up to one hour.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind Regards,

Chris Purvey
Customer Support.

Planned BT Network Maintenance - Week commencing 23rd June 2014

2014-06-23 17:08:20

When's this work happening?
Early hours most days this week.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours each time.

What does the work involve?
We've received notifications from our suppliers about maintenance work that is scheduled to take place in the following areas this week. This work typically takes place between Midnight and 6am.

24th June
Peterborough, Leeds, Glasgow and Newcastle

25th June
Sheffield, Newcastle and Preston

26th June
Sheffield, Peterborough and Newcastle

27th June
Weymouth, Manchester and Leeds

Although these are the areas we have been notified of, due to the nature of the broadband network these outages may affect customers nationwide. There are also a number of smaller exchange works most nights of the week that may cause smaller outages at individual exchanges.

Am I likely to notice the work?
Yes, there's a chance that you may be disconnected from the internet for a period of time during the maintenance window.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to log into their router interface and click connect.

Kind Regards,

Chris Purvey
Customer Support

Broadband usage reporting (81101) - UPDATE

2014-06-20 17:28:28

This is an update to our previous posts about the problem affecting the reporting of customers' broadband usage.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

If you are unable to see your last few days' broadband usage then you may be able to resolve the problem by disconnecting/reconnecting your router/modem.

Kind regards,

Linn Karstrom
Customer Support

Broadband Faults Troubleshooter Maintenance - Sat 21st June 6.00pm - Sun 22nd June 6.00am

2014-06-20 16:16:28

When's this work happening?
Saturday evening, 21st June through to Sunday morning, 22nd June.

What does it affect?
Access to the Broadband Faults Troubleshooter on our website.

How long will it take?
Approximately twelve hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our Broadband Faults Troubleshooter depends on.

Am I likely to notice the work?
You won't be able to access our Broadband Faults Troubleshooter for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our support staff will have limited access to some BT back-end systems for the majority of the maintenance window.

Kind regards,

Chris Purvey
Customer Support.

Broadband usage reporting (81101) - UPDATE

2014-06-18 12:53:33

This is an update to our previous posts about the problem affecting the reporting of customers' broadband usage.

Attempting to view your usage on our website may return a message stating 'nothing to show' or show 0KB usage for recent days. Customers will not be charged for any usage they have used for the 0KB period.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

If you are unable to see your last few days' broadband usage then you may be able to resolve the problem by disconnecting/reconnecting your router/modem.

Kind regards,

Linn Karstrom
Customer Support

Broadband connectivity problems (81614) - RESOLVED

2014-06-17 08:51:03

This is an update to the previous post regarding loss of broadband connectivity affecting some of our customers.

This is now resolved and customers should be able to connect. If you are still struggling to connect please try powering down your modem or router for 20 minutes before powering it back up and attempting to re-establish a connection.

Apologies for any inconvenience this caused.

Kind regards,

Linn Karstrom
Customer Support

Broadband connectivity problems (81614) - UPDATE

2014-06-16 20:02:09

This is an update to the previous post regarding loss of broadband connectivity affecting some of our customers.

Customers should now be able to connect again. If you are still struggling to connect please try powering down your modem or router for 20 minutes before powering it back up and attempting to re-establish a connection.

If there are no further drops overnight we'll close this post first thing tomorrow morning.

Kind regards,

Linn Karstrom
Customer Support

Broadband connectivity problems (81614) - NEW

2014-06-16 19:20:34

At approximately 7.00pm we were made aware of an issue which is causing problems with connectivity to broadband for some customers.

If you're struggling to connect then please try powering down your modem or router for 20 minutes before powering it back up and attempting to re-establish a connection.

Apologies for any inconvenience this may be causing.

We'll provide an update later this evening.

Kind regards,

Linn Karstrom
Customer Support

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