BT suffers huge broadband failure across much of UK

BT logo The power failure has affected customers using BT's business broadband services

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A "power failure" at a major exchange in Birmingham has seen huge numbers of BT Broadband customers across the UK cut off.

The company said those affected numbered into the hundreds of thousands - about 5% of its total customers.

Business users were particularly badly affected, with many reporting considerable lost revenue as a result.

BT said the service has now been fully restored, advising customers to "turn their hub or modem off and on again".

The first reports of lost connections began to appear at about 13:00 BST.

By 15:00 many customers on consumer packages reported being able to gain access, but business customers had to endure longer delays.

In a statement, the company said: "We can confirm that, as a result of a power failure at one of our major exchanges, some customers may have experienced loss of broadband service for a brief period this afternoon.

Start Quote

We have been doing our very best to keep customers informed.”

End Quote BT spokesperson

"All services have now been restored, with the majority of BT's consumer broadband customers' service being restored within just one hour.

"Some business customers' broadband service may have been affected for a slightly longer period. Should any customers continue to experience difficulty in accessing their broadband service, they are advised to turn their hub or modem off and on again."

Many businesses contacted the BBC to vent their frustration at the service, suggesting today's problems have had a serious impact on sales.

Daniel Morris, in London, said: "Really frustrating for a small business as we are so reliant on the internet.

"Best thing was the BT helpline advising customers to logon to if they can't get through on the phone - not easy logging in without internet!"

Greg Gillies, director of IT support company Pond Group, added: "We were unable, along with the rest of the country, to get hold of BT for confirmation and had to rely on Twitter for unconfirmed updates."

In response, BT has said they have received a "large number of calls" and was doing its best to answer queries using social media and other methods.

"We have been doing our very best to keep customers informed," the spokesperson added.

"BT apologises for any inconvenience caused."


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  • rate this

    Comment number 355.

    Its funny that the BBC decide to report on just one service provider - others frequently have outages - I can't tell you my past struggles with Virgin's services! however a company of BT's size will have contingency plans so I'm suprised at the impact of this. It must be frustrating for those effected but surely its an excuse to leave the office early and enjoy the last day of sunshine!

  • rate this

    Comment number 354.

    @336 When I last visited my grandparents a power outage effected 5 homes. Could've been worse, that transformer might have powered FTTC for 2 streets.

    Since fibre doesn't draw power from the exchange so has to rely on the dinky cabinet battery for 1hr of backup power, should "3 pensioners lose fibre connection for 2 hours" be a national headline like "25% of BT Broadband customers in UK offline"?

  • rate this

    Comment number 353.

    You'll notice in all articles about this there is no apology from BT. Good to see they are still the same bombastic organisation they always were.

  • rate this

    Comment number 352.

    power trippers..

  • rate this

    Comment number 351.

    Similar Thing here. We went out at 12pm and came back on a 2.30pm.
    No clues from BT.
    Tried phoning the business fault line and the residential, both engaged! No message to explain what was happening.
    We rebooted all our systems and was unable to process customer requests until our broadband came back on.
    I guess we forget how much we depend on these services until we lose them. All good now.


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