Known Service Issues

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Check your service status

Service Status Duration Next Update
0845 Dial
223 Days 21 Hrs 48 Mins  
"Connect" Dial
0 Days 0 Hrs 0 Mins  
Broadband
10 Days 14 Hrs 2 Mins  
Internet Connectivity
0 Days 16 Hrs 37 Mins  
Email
117 Days 14 Hrs 15 Mins  
Web Space & FTP
31 Days 19 Hrs 44 Mins  
USENET
313 Days 15 Hrs 37 Mins  
Services
31 Days 15 Hrs 43 Mins  
Portal
49 Days 21 Hrs 12 Mins  
Other
31 Days 15 Hrs 43 Mins  
CGI Services
123 Days 17 Hrs 20 Mins  
Broadband Phone
251 Days 14 Hrs 57 Mins  
Home Phone
201 Days 18 Hrs 2 Mins  
Network Capacity (ADSL/20CN)
245 Days 13 Hrs 18 Mins  
Network Capacity (ADSL2+/21CN)
146 Days 19 Hrs 57 Mins  
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Local Exchange / Network Outages
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View our unique, up to the minute Customer Support Statistics.


Announcements

Date and Time Announcement
06/09/2010 @ 16:27 Planned 21CN Broadband Network Maintenance - Tuesday 7th September 2.00am-6.00am
When's this work happening?
Early tomorrow morning, 7th September

What does it affect?
The routing of broadband traffic across BT Wholesale's network.

How long will it take?
Up to four hours.

What does the work involve?
We have received notice from our suppliers about a period of planned engineering works that is scheduled to be carried out early tomorrow morning.

Am I likely to notice the work?
Our suppliers have advised that some broadband customers may experience a brief outage 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 switch off their equipment for 30 minutes before powering it back up and attempting to reconnect.

Kind Regards,
06/09/2010 @ 15:12 Broadband connection issues in the Newcastle area (63362) - RESOLVED
This is an update to the post made earlier this afternoon regarding broadband connection problems in the Newcastle area.

The underlying problem has been identified and resolved so all customers affected by this problem should be able to reconnect.

If you are unable to get back online then please power your broadband equipment off for 30 minutes before trying to reconnect. If this is unsuccessful, please contact the Support Team through the usual channels.

Kind regards

Ben Trimble

Customer Support
06/09/2010 @ 12:47 Broadband connection issues in the Newcastle area (ID 63362) - NEW
We have been made aware that a number of customers are not able to connect to the internet on the 21CN network in the Newcastle area. Replacement equipment is being installed to fix the problem and we will update as soon as we have more information.

Please accept our apologies for any inconvenience this may cause.

Kind regards

Joanne Pilson

Customer Support
02/09/2010 @ 14:12 Planned Database Maintenance - Thursday 2nd September
When's this work happening?
Starting today 2nd September, but will be carried out using a phased approach so is likely to continue over the coming weeks.

What does it affect?
The visibility of old support tickets and 'service notices' raised against customers' accounts.

How long will it take?
Several weeks.

What does the work involve?
To make some improvements to the performance of one of our database systems, we will be archiving closed support tickets that are more than two years old.

Am I likely to notice the work?
You won't be able to view closed support tickets via our website if they were raised more than two years ago. It's unlikely that you'll notice this though.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support
01/09/2010 @ 14:36 Broadband Connectivity Problems (63261) - RESOLVED
This is an update to last week's post about the connectivity problems that some 'Up to 8Mbps' broadband customers experienced on Friday morning.

It has transpired that the problem was inadvertently caused by some third party routing changes that were made on the morning in question - http://www.networkworld.com/news/2010/082710-research-experiment-disrupts-internet-for.html

There have been no more reports of widespread problems so those continuing to experience difficulties are advised to contact our help desk via the usual channels.

Our network is still a little out of balance however this shouldn't be adversely affecting customers and we expect the situation to return to normal over the coming days.

Kind Regards,

Bob Pullen
Customer Support
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