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Emergency Broadband Network Maintenance - Wednesday 19th November 1.00pm - 2.00pm

2014-11-19 10:51:01

When's this work happening?
This afternoon, 19th November.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 1 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 may 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,

Adam Walker
Customer Relations

Planned BT Network Maintenance - Week commencing 18th November 2014

2014-11-17 16:05:44

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 November
London Southbank and Stourport

19th November
Edinburgh Donaldson, Preston and Southampton

20th November
Glasgow, Mosborough, Northallerton and Wolverhampton Central

21st November
London Southbank and Wateringbury

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,

Adam Walker
Customer Relations

Broadband Faults Troubleshooter Maintenance - Sat 15th Nov 22.00pm - Sun 16th Nov 11.00am

2014-11-14 14:15:47

When's this work happening?
22.00pm on Saturday through to 11.00am on Sunday, 16th November.

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

How long will it take?
Approximately thirteen 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,

Matthew Cruise
Customer Relations

Website Problems (83567) - RESOLVED

2014-11-13 19:23:04

This is an update to the previous post regarding the issues which were affecting new accounts from being signed up.

We're now able to confirm that our suppliers have resolved the issue.

Apologies again for any inconvenience this may have caused.


Kind regards,

Adam Walker
Customer Relations

Website Problems (83567) - NEW

2014-11-13 18:14:39

We're currently investigating an issue which is preventing new accounts from being signed up.

We've identified the cause of the issue and we've raised this with our suppliers who are now investigating.

We'll provide further updates as they become available to us.

Apologies for any inconvenience this may cause.


Kind regards,

Adam Walker
Customer Relations

Planned Network Maintenance Thu 13th November 05:00-08:00

2014-11-12 13:55:10

When's this work happening?
Tomorrow morning, 13th November.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 3 hours.

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

Am I likely to notice the work?
There is a very small chance that a small portion of our customers may 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.

King Regards

Matthew Cruise
Customer Relations

Planned Broadband Faults Troubleshooter and Website Maintenance – Wed 12th Nov midnight - 7.30am

2014-11-11 09:04:26

When's this work happening?
Tomorrow between midnight – 7.30am

What does it affect?
Access to our website will be unavailable.

How long will it take?
Approximately 8 hours.

What does the work involve?
We need to make some changes and as a result, our website will be unavailable.

Am I likely to notice the work?
Yes, you won't be able to access our website for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our customer support centre will not have access to BT back-end systems and our internal systems for the majority of the maintenance window. This also means that we will not be able to take any payments during this time.

Kind regards,

Matthew Cassell
Customer Relations

Planned BT Network Maintenance - Week commencing 11th November 2014

2014-11-10 15:47:48

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.

11th November
Bournemouth, Falkirk, Kingston and Milton Keynes

12th November
Bristol

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,

Jack Taylor
Customer Relations

Emergency Network Maintenance Thursday 6th November 14:00-15:00

2014-11-05 12:53:26

When's this work happening?
Tomorrow afternoon, 6th November 2014

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 1 hour.

What does the work involve?
We're making some changes to parts of our broadband network to allow us to increase overall network stability.

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,

Matthew Cassell
Customer Relations

Emergency Network Maintenance Wed 5th November 12:00-14:00

2014-11-05 10:22:49

When's this work happening?
This afternoon, 5th November

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 2 hours.

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

Am I likely to notice the work?
There is a very small chance that some customers may 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,

Matthew Cruise
Customer Relations

Regional Engineering & Repair Delays - RESOLVED

2014-11-04 16:10:12

This is to confirm the MBORC is now listed as closed. The notification received from our suppliers is as below:

"Parts of the UK, in particular the South West and Wales, were hit with severe storm conditions with heavy rain, wind and lightning strikes, from Wednesday 8 into Thursday 9 October 2014.

This seriously impacted Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels. Openreach therefore declared MBORC for repair activities, in three areas, on 10 October and a further area, on 14 October 2014.

We have been working hard to bring the position back to normal as quickly as possible and removed MBORC from one area on 30 October 2014.

We are now able to remove MBORC from the three remaining areas, as follows, with effect from 23:59 4 November 2014:

North Wales
Swansea
Truro

This is the final lifting of MBORC for repair activities and MBORC MB10946 is now closed."

Apologies for any inconvenience which may have been experienced during this.

Kind regards,

Matthew Cruise
Customer Relations

Planned Network Maintenance Wed 5th November 05:00-07:00

2014-11-04 14:44:56

When's this work happening?
Tomorrow morning, 5th November.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 2 hours.

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

Am I likely to notice the work?
There is a very small change that some customers may 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,

Matthew Cruise
Customer Relations

Planned BT Network Maintenance - Week commencing 4th November 2014

2014-11-03 15:50:42

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.

4th November
Colindale and Intake

7th November
Wolverhampton

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,

Linn Karstrom
Customer Relations

Broadband Faults Troubleshooter Maintenance - Sat 1st Nov 22.00pm - Sun 2nd Nov 07.00am

2014-10-31 15:50:01

When's this work happening?
22.00pm on Saturday through to 07.00am on Sunday, 2nd November.

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

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 our Broadband Faults Checker depends on.

Am I likely to notice the work?
You won't be able to access our Broadband Faults Checker 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,

Linn Karstrom
Customer Relations

Regional Engineering & Repair Delays - UPDATE

2014-10-30 13:47:14

This is an update to the previous post regarding MBORC (Matters Beyond Our Reasonable Control) declarations from BT Openreach.
Parts of the UK, in particular the South West and Wales, were hit with severe storm conditions with heavy rain, wind and lightning strikes, from Wednesday 8 into Thursday 9 October 2014.

This seriously impacted BT Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels. BT Openreach therefore declared MBORC for repair activities, in the three areas, with effect from 23:59 10 October 2014.

Due to the prevailing conditions in the region, we also declared MBORC in Cardiff, with effect from 23:59 14 October 2014.

We have been working hard to to bring the position back to normal as quickly as possible and have removed MBORC from the following area:

Cardiff

MBORC remains in place in the following areas
North Wales
Swansea
Truro

We are continuing to direct available additional resource into these areas to bring the position back to normal as quickly as possible and will be monitoring the situation and will remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather.


We'll continue to post further updates as they become available.

Kind regards,
Adam Cassim
Customer Relations

Planned BT Network Maintenance - Week commencing 28th October 2014

2014-10-27 15:58:40

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.

30th October
Southampton

31st October
Birmingham

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,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 21st October 2014

2014-10-20 18:04:51

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.

21st October
Redcar

23rd October
Banbridge, Bedford, Bristol, Cardiff, Glasgow, Newcastle and Stepney Green

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,

Linn Karstrom
Customer Relations

Broadband Faults Troubleshooter Maintenance - Sat 18th Oct 22.00pm - Sun 19th Oct 07.00am

2014-10-17 14:01:27

When's this work happening?
22.00pm on Saturday through to 07.00am on Sunday, 19th October.

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

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 our Broadband Faults Checker depends on.

Am I likely to notice the work?
You won't be able to access our Broadband Faults Checker 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,

Matthew Cruise
Customer Relations

Broadband Connectivity (83190) - RESOLVED

2014-10-16 21:36:37

This is in an update to our previous posts regarding the recent connectivity problem.

Our engineers have resolved the problem and customers should now be able to re-establish a connection.

Apologies for any inconvenience this issue may have caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (83190) - Update

2014-10-16 19:46:18

This is in an update to our previous post regarding the recent connectivity problem.

Our engineers are continuing to work on the issue and restore service to customers as quickly as possible. Please be aware that this will only affect customers who are trying to connect today for the first time or anyone who has lost connection today.

If you are already connect please to prevent any connection problems please avoid turning the router off where possible.

Kind regards,

Luke Sanderson
Customer Relations

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