Service Status

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Planned BT Network Maintenance - Week commencing 8th August 2016

2016-08-05 13:43:57

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.

Although there are no large outages this week, there are 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 Website Maintenance 5th August 23:00 - 6th August 06:00

2016-08-05 13:38:43

When's this work happening?
Friday evening until Saturday Morning.

What does it affect?
Our internal systems.

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 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

MBORC Declaration - UPDATE

2016-08-04 15:23:59

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:

"Two weeks ago, parts of the UK experienced severe weather, including extensive lightning strikes and heavy rain. Again this week Central Scotland experienced another extensive thunder and lightning strike. These weather incidents have caused serious impacts to our suppliers infrastructure, with damage both above and below ground, and fault intake in affected areas is at extremely high levels.

On 21 July 2016 along with our suppliers we declared MBORC for repair activities in five areas.
We've been taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can and are now able to remove MBORC from the following areas with effect from 23:59 on 4 August 2016:

Highlands & Islands
North Wales

MBORC remains in place in the following areas:
North East Scotland
Cumbria
Central Scotland"

Kind Regards

Customer Support

Planned Network Maintenance - Wednesday 3rd August 01:00 - 06:00

2016-08-01 15:46:26

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 1st August 2016

2016-07-29 17:17:22

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.

2nd August
Newcastle Upon Tyne

3rd August
Aberdare, East Kilbride, Formby, Laindon, Sevenoaks, Telford Wellington

5th August
Sheffield Beauchief, Kingston South West


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 Website Maintenance 1st August 22:30 – 2nd August 06:00

2016-07-29 13:47:00

When's this work happening?
Monday evening until Tuesday Morning.

What does it affect?
Our internal systems.

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 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

MBORC Declaration UPDATE

2016-07-28 15:08:11

This is an update to last week’s post regarding the recent MBORC (matters beyond our reasonable control) declaration.
The previously mentioned repair activities are still taking place as and MBORC remains open in the following areas:
Highlands & Islands
North East Scotland
Cumbria
North Wales
Central Scotland
We’ll continue to monitor this situation with our suppliers and will provide a further update as soon as possible.


Kind Regards,

Customer Support

Planned CGI Maintenance – Wednesday 27th July

2016-07-27 16:50:54

When's this work happening?
This work is currently ongoing and is set to complete by 02:00 tomorrow morning.

What does it affect?
Access to our CGI web hosting platform

How long will it take?
Several hours.

What does the work involve?
Our hosting partner is carrying out some routine maintenance work.

Am I likely to notice the work?
Yes, we're upgrading from MySQL v.5.1.73 to 5.5.50 as part of this work.

Is there anything else I need to know?
No.

Kind Regards,
Customer Support

Webmail slowdowns (92189)- RESOLVED

2016-07-26 12:59:22

This is an update to the recent posts regarding poor performance when using our webmail service.

We've continued working on and monitoring our webmail platform and have seen the performance improve to acceptable levels again. We'll continue to monitor this for any changes.

Sorry for any inconvenience this caused.

Kind Regards,


Customer Support

Planned BT Network Maintenance - Week commencing 25th July 2016

2016-07-22 16:30:54

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.

25th July
Sutton In Ashfield, Coventry Nuneaton

26th July
Nottingham Sheriff, Sheffield Eldon House

27th July
Sheffield Eldon House

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

Faults Troubleshooter Issues - RESOLVED

2016-07-21 17:38:50

This is an update to our previous post about issues accessing our Broadband Faults Troubleshooter.

The underlying issue has now been fixed and access to the Troubleshooter has been restored.

Sorry for any inconvenience this might have caused.


Kind Regards,

Customer Support

Faults Troubleshooter Issues - NEW

2016-07-21 15:01:59

Our Broadband Faults Troubleshooter is currently unavailable.

Customers trying to access this page are likely to encounter the error "The service is temporarily unavailable. Please try again later."

If you are experiencing connection problems please refer to the faults troubleshooting guides on our website in the first instance.


Kind Regards,

Customer Support

Broadband Issues - RESOLVED

2016-07-21 14:23:12

This is an update to the earlier posts regarding customers experiencing problems connecting to internet services.

The issue causing this has now been resolved and we're seeing normal levels of usage again.

Apologies for any inconvenience this may have caused.

  

Kind Regards,

Customer Support

MBORC Declaration NEW

2016-07-21 14:16:16

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 have experienced severe weather this week, including extensive lightning strikes and heavy rain, commencing on Tuesday evening and through yesterday and today. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels.

Openreach is therefore declaring MBORC for repair activities the following areas, with effect from 23:59 21 July 2016:

Highlands & Islands
North East Scotland
Cumbria
North Wales
Central Scotland

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in these areas and in a number of other areas, and we'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather. "

Kind Regards

Customer Support

Broadband Issues - UPDATE

2016-07-21 09:43:53

We’re sorry that some customers are having problems connecting to some internet services this morning.

One of our internet connection partners in the docklands has suffered a substantial power failure. This is affecting BT and other providers.

We are redirecting traffic to reduce the impact on customers. Engineers are on site and are fixing the problem.  

Kind Regards,

Customer Support

Broadband issues - NEW

2016-07-21 09:04:19

Sorry if you're unable to access some websites this morning, we're investigating the cause and will post an update shortly.

Kind Regards,

Customer Support

Fault troubleshooter maintenance - 20th July 17:30 - 21st July 10:00

2016-07-20 17:37:41

When's this work happening?
Tonight through to tomorrow morning.

What does it affect?
Access to our online faults troubleshooter.

How long will it take?
The troubleshooter will be unavailable for a period of time during the maintenance window.

What does the work involve?
Some maintenance is being carried out on the back-end systems our online faults troubleshooter depends on.

Am I likely to notice the work?
You won't be able to access our online faults troubleshooter 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

Connection Issues 20th July - RESOLVED

2016-07-20 14:28:19

This is an update to the earlier post regarding customers experiencing problems when attempting to browse to websites or access online services.

Following this morning's issue we've seen the majority of customers are now able to browse and use their connections as normal.

We're now closing this service status along with the previously posted 'Access to online services and sites' issue.


Kind Regards,

Customer Support

Broadband usage not showing (93426) - RESOLVED

2016-07-20 12:17:35

This is an update to yesterday's post regarding the View My Usage tool not showing usage from the last couple of days.

The work to resolve this problem overnight has been completed and the missing usage should now appear correctly.

Apologies for any inconvenience this may have caused.

Kind Regards,

Customer Support

Connection Issues 20th July - UPDATE

2016-07-20 12:04:43

This is an update to the earlier post regarding customers experiencing problems when attempting to browse to websites or access online services.

We’re sorry that some BT and Plusnet customers have been experiencing problems accessing some internet services this morning. This is due to power issues at one of our internet peering partners’ sites in London. Engineers are working to fix things as fast as possible. Services are now being restored and engineers are working to fix the issues for the remaining customers.

Our faults troubleshooter is now back online too.

Sorry for any inconvenience and we'll post an update shortly.

Kind Regards,

Customer Support

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