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BT broadband network suffers technical fault

A technical fault on the BT network left users around the country unable to access broadband and phone services

BT’s broadband network and some phone services have experienced technical difficulties that left users without a service.

Reports of problems first emerged on social media at about 2pm on 2 February.

Service status website Downdetector.co.uk reported a spike in complaints at about 3pm, with about two-thirds of them relating to broadband, and a smaller number to email and phone services.

The outage was reported to be affecting users around the country, with reports coming in from London, Birmingham, Bristol, Glasgow, Leicester, London, Manchester and Sheffield, among other locations.

BT’s own website was intermittently unavailable, although when available, its service status website acknowledged issues affecting a large number of dialling code areas, although these may be unrelated to the current problems.

BT’s customer service department confirmed on Twitter that it was experiencing technical difficulties: “Sorry if you’re experiencing network problems. Engineers are on site now. We will keep you updated.”

The telco has since issued a statement to say that most customers experiencing problems have now been reconnected.

"Large numbers of customers have been experiencing temporary issues with their broadband this afternoon. We’ve been working hard to fix the issue and are glad to report that nearly every customer affected is now reconnected approximately two hours after the problem started. We apologise to any affected customers. There is no evidence at this stage to suggest that we were subject to a malicious attack,” said a BT spokesman.

Last month, BT was at the centre of a minor fracas involving mobile operators O2 and EE, which both reported major outages on their networks. At the time, O2  – although not EE – was quick to try to pin the problems on a fault with BT’s mobile backhaul network.

The latest outage comes a day after BT began a major restructuring programme following the closure of its acquisition of EE.

The telco has about eight million broadband customers in the UK, and in the last quarter managed to capture 71% of new broadband customers – about 130,000.

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