Service Messages

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Broadband usage reporting (81101) - UPDATE

28/07/2014 @ 09:08

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

Regional Engineering & Fault Delays - NEW

23/07/2014 @ 17:14

Earlier today we received notification from BT Openreach that they have declared what they refer to as an MBORC (Matter Beyond Our Reasonable Control) in certain areas of the country. This has the potential to cause fault resolution delays due to recent bouts of severe weather.

A copy of the notice is as follows:

"Much of the UK was hit with severe storm conditions (lightning and flooding) between Thursday 17 July 2014 and Sunday 20 July 2014. The storm caused extensive lightning and flooding damage across the UK, and has resulted to particularly serious impact to Openreach’s infrastructure in 13 areas. Damage has been caused both above and below ground including cable/drop wire damage, split poles and burnt out joints.

Openreach is now declaring MBORC for repair activities, in the areas detailed below, with effect from 23:59 21 July 2014.

North Manchester
South Yorkshire
Peterborough
Southend
Colchester
Cambridge
Broadlands
Romford
Newport
Bristol
East Downs
Swindon
Southampton

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

Apologies for any inconvenience caused.

Kind Regards,

Adam Cassim
Customer Support

Broadband Connectivity (82084) - RESOLVED

18/07/2014 @ 08:51

This is an update to the previous post regarding a large volume of our customers not being able to re-connect.

This issue has now been resolved and you should be able to connect as normal now.

Please accept our apologies for any inconvenience this caused.

Kind regards,

Linn Karstrom
Customer Support

Broadband Connectivity (82084) - UPDATE

17/07/2014 @ 19:11

This is an update to our previous post regarding a large volume of our customers not being able to re-connect.

Our engineers have confirmed that customers should now be able to re-connect. We will leave this Service Status open overnight in case there's any further information.

Kind regards,

Linn Karstrom
Customer Support

Broadband Connectivity (82084) - UPDATE

17/07/2014 @ 17:34

This is an update to our previous post regarding a large volume of our customers not being able to re-connect.

Our engineers are continuing to investigate this. Please do not attempt to restart your router to try to resolve the issue.

We'll provide another update shortly.

Kind regards,

Linn Karstrom
Customer Support

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