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MBORC Declaration - Update

2016-11-25 13:34:58

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

"Parts of the UK experienced severe weather over the weekend and into this week, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to our suppliers infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues are also causing serious problems for our engineering teams in these areas.

Our suppliers declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016 and two areas with effect from 23:59 23 November 2016.

Along with our suppliers we are now declaring MBORC for repair activities in two further areas, with effect from 23:59 24 November 2016:

Northampton
Oxfordshire

MBORC remains in place in the following areas:

Central Downs
Taunton
Bristol
Swindon"

MBORC Declaration - New

2016-11-24 14:35:00

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

"Parts of the UK experienced severe weather over the weekend and into this week, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to our suppliers infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues are also causing serious problems for our engineering teams in these areas.

We declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016.
MBORC
Bristol
Swindon

Along with our suppliers we are now declaring MBORC for repair activities in two further areas, with effect from 23:59 23 November 2016:

Central Downs
Taunton

Our suppliers are taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can. "

We will continue to closely monitor the situation in these areas and in a number of other affected areas.

We will remove MBORC for the affected areas as soon as service can be restored to the levels they were at immediately before the severe weather.

Broadband performance & packet loss (95943) - UPDATE

2016-11-24 14:32:26

This is an update to yesterday’s post regarding packet loss.

Our engineers have made some improvements overnight and we believe that for the majority of customers these issues should now be resolved.

We are continuing to monitor and investigate the remaining issues further and we will provide a further update tomorrow

Kind Regards

Customer Support

Broadband performance & packet loss (95943) - UPDATE

2016-11-23 19:46:34

We are aware that a small amount of customers remain impacted by packet loss issues

Our engineers continue to work hard to find a solution.

Apologies to those of you experiencing difficulties we will continue to update you when new information becomes available.

Kind Regards,
Customer Support

Planned Website Maintenance - Thursday 24th November 00:00 - 06:00

2016-11-23 17:45:43

When's this work happening?
Early Thursday morning

What does it affect?
Our internal systems.

How long will it take?
Approximately six hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Broadband performance & packet loss (95943) - UPDATE

2016-11-23 15:02:52

We are aware packet loss is still ongoing for some broadband customers at the moment.

Our engineers are still working really hard exploring a solution.

Apologies to those of you experiencing difficulties and we will continue to post updates on a regular basis

Kind Regards,
Customer Support

Broadband performance & packet loss (95943) - UPDATE

2016-11-23 11:01:00

This is an update to yesterdays post regarding packet loss.

We understand packet loss is still ongoing for some broadband customers during certain times of the day.

Our engineers are continuing to work hard get to the bottom of things, as well as looking at ways to improve the service in the meantime.

Apologies to those of you experiencing difficulties and we will continue to post updates on a regular basis

Kind Regards,

Customer Support

Broadband performance & packet loss (95943) - NEW

2016-11-22 10:27:42

Some of our broadband customers may be experiencing ‘packet loss’ or performance issues during certain times of the day.

This can cause websites and other Internet services to be slow to respond, or to occasionally timeout or ‘buffer’. We think the problem is only affecting a minority at present and is most likely to be noticed when using 'time sensitive' services like online gaming (lag), Internet telephony (call quality) and streaming (buffering).

Our engineers are working hard to get to the bottom of things, and we’ll provide another update as soon as we’ve anything further to share.

Apologies to those of you experiencing difficulties.

Kind Regards,
Customer Support

Planned Webmail maintenance - Monday 28th November 10pm – Tuesday 29th 6.00am

2016-11-21 17:18:58

When's this work happening?
10pm Monday 28th, until Tuesday 29th 6am.

What does it affect?
Access to our Webmail/email service.

How long will it take?
Up to eight hours.

What does the work involve?
Making changes to our email storage platform.

Am I likely to notice the work?
Yes. Our Webmail platform will be inaccessible, you will be unable to send or receive any email, and messages sent to you will be queued for the duration of the maintenance window.

Is there anything else I need to know?
No.

Kind Regards,

Customer Support

Fault Response Times - FINAL

2016-11-21 15:44:23

Response times to fault reports are now within the time scale we would have expected prior to this service status.

This will be our final update on this matter, however we will continue to monitor the response times moving forward.

We apologise for any inconvenience which may have been encountered during this time.

Planned BT Network Maintenance - Week commencing 21st November 2016

2016-11-18 19:45:40

When is this work happening?
Overnight throughout the 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.


21st November
London Howland St

22nd November
Bedminster

23rd November
Winsford Cheshire

24th November
London Ealing


Although these are the larger areas or exchanges 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

Customer Support

Fault troubleshooter maintenance - 19th Nov 00:00 - 17:00

2016-11-18 15:49:29

When's this work happening?
From midnight tonight until 5pm tomorrow

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately seventeen hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

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

Is there anything else I need to know?
No.

Kind regards,

Fault troubleshooter maintenance - 12th Nov 22:00 - 13th Nov 05:00

2016-11-11 16:29:32

When's this work happening?
From 10pm 12th November until 5am 13th November.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately seven hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Email/Webmail slowdowns (95107) - UPDATE

2016-11-11 16:06:46

We are aware that some customers are experiencing slow access to webmail, or problems when using email clients to send/receive email.

This is still being worked on and investigated.

If you are continuing to experience problems when using webmail, you may find that setting up an email client provides a better level of performance for you.

You can find the settings required for this here: https://www.plus.net/help/email-guides/how-to-set-up-plusnet-email/

Our Community forums are a good place to ask for help if you require further assistance in setting up an email client. https://community.plus.net/t5/Email/bd-p/Email

We're continuing to monitor and make improvements to this and will provide a further update within the next couple of weeks.


Please accept our apologies for any inconvenience caused.

Kind Regards,

Customer Support

Planned BT Network Maintenance - Week commencing 14th November 2016

2016-11-11 15:31:16

When is this work happening?
Overnight throughout the 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.


16th November
Ashton-In-Makerfield Te, Liverpool Lancaster House, Liverpool Birkenhead


Although these are the larger areas or exchanges 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

Customer Support

Planned Network Maintenance - Thursday 10th November 01:00 - 06:00

2016-11-09 16:57:55

When's this work happening?
Tonight, 10th November starting at 1am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to five hours.

What does the work involve?
We're performing maintenance on some of our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
No

Kind regards,
Customer Support

Planned BT Network Maintenance - Week commencing 7th November 2016

2016-11-04 15:35:12

When is this work happening?
Overnight throughout the 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.

8th November
London Southbank, Glasgow, Guildford, Newcastle Upon Tyne, Peterborough, Wolverhampton, Bristol, Cardiff, London Colindale, London Faraday Buildings, Manchester, Milton Keynes, Slough, London Stepney Green.

9th November
London Southbank

10th November
Horsham Sussex

11th November
Slough


Although these are the larger areas or exchanges 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

Customer Support

Fault troubleshooter maintenance - 4th Nov 22:00 - 5th Nov 05:00

2016-11-04 14:57:30

When's this work happening?
From 10pm 4th November until 5am 5th November

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately seven hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Planned Network Maintenance - Friday 4th November 01:00 - 07:00

2016-11-03 16:53:17

When's this work happening?
Tomorrow morning, 4th November starting at 1am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours.

What does the work involve?
We're performing maintenance on some of our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
No

Kind regards,
Customer Support

Fault Response Times - UPDATE

2016-11-03 15:23:57

We're continuing to work on bring the fault response times down, all faults should be responded to within 5 days.

We'll keep you updated on any changes to this.

Kind Regards,

Customer Support

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