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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

Planned Network Maintenance - Tuesday 1st November 01:00 - 06:00

2016-10-28 16:27:18

When's this work happening?
Tuesday morning, 1st 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?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.


Kind regards,
Customer Support

Planned BT Network Maintenance - Week commencing 31st October 2016

2016-10-28 16:24:37

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.

4th November

London Southbank

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

Customer Support

Fault Response Times - UPDATE

2016-10-27 11:32:58

We've made progress on our response times to fault reports.

Although some faults are still taking longer than wed like to respond to, were now replying to the majority in under 3 days.

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

Kind Regards,

Customer Support

Email/Webmail slowdowns (95107) - UPDATE

2016-10-25 14:23:42

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

Our technical team are continuing to work on resolving this issue.

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 Network Maintenance - Tuesday 25th October 01:00 - 06:00

2016-10-24 15:46:24

When's this work happening?
Tuesday morning, 25th October 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?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.


Kind regards,
Customer Support

Planned BT Network Maintenance - Week commencing 24th October 2016

2016-10-21 15:04:05

Planned BT Network Maintenance - Week commencing 24th October 2016
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.

26th October:

LONDON HACKNEY

27th October:

WOLVERHAMPTON CENTRAL



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 - 22nd Oct 22:00 - 23rd Oct 06:00

2016-10-21 14:43:05

When's this work happening?
From 10pm 22nd October until 6am 23rd October

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately nine 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

Fault Response Times - UPDATE

2016-10-20 12:22:38

Unfortunately at the moment updates on faults are taking around 5 working days. We're working hard to reduce this.

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

Kind Regards,

Customer Support

Planned Systems Maintenance 20th October 00:00 - 06:00

2016-10-19 16:08:58

When's this work happening?
Starting midnight, through to 6am on 20th October.


What does it affect?
Access to our website.


How long will it take?
Approximately 6 hours.


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


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


Is there anything else I need to know?
No.

Kind regards,
Customer Support

Email/Webmail slowdowns (95107)

2016-10-19 13:18:32

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

This is being investigated and we'll provide updates as they become available.

Please accept our apologies for any inconvenience caused.

Kind Regards,

Customer Support

Planned Systems Maintenance 18th October 00:00 - 06:00

2016-10-17 12:34:12

What does it affect?
Access to our website and 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 that our website relies on.

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Planned Systems Maintenance 16th October 02:00 - 03:00

2016-10-14 16:03:57

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

How long will it take?
Approximately an hour.

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

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Fault troubleshooter maintenance - 15th Oct 22:00 - 16th Oct 07:00

2016-10-14 15:58:42

When's this work happening?
From 10pm 15th October until 7am 16th October

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately nine 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 BT Network Maintenance - Week commencing 17th October 2016

2016-10-14 15:52:54

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.

18th October
Bromsgrove.

20th October
Bracknell Te, Doncaster, Glasgow Douglas, Whitchurch Shrops.


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 Response Times - UPDATE

2016-10-12 10:24:05

Unfortunately we're still slightly behind where we'd like to be with responding to fault reports, at the moment this is around 5 working days.

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

Kind Regards,

Customer Support

MBORC (Matters Beyond Our Reasonable Control) Declaration - RESOLVED

2016-10-07 16:02:38

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, including extensive lightning strikes and heavy rain,
commencing on Friday 16 September 2016. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels.


We can now remove MBORC for repair activities from the remaining areas with effect from 23:59 07 October 2016

This MBORC declaration is now closed.

Kind Regards,

Customer Support

Planned BT Network Maintenance - Week commencing 10th October 2016

2016-10-07 15:45:11

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.

11th October
London Southbank.

12th October
Chelmsford, Stockbridge, Doncaster.

13th October
St Austell, Preston.

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

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