Complaints continue to dog BT's Internet service



Antony Savvas

Despite high-profile advertising campaigns promoting its e-business solutions, BT has been hit by a volley of complaints from...



Antony Savvas

Despite high-profile advertising campaigns promoting its e-business solutions, BT has been hit by a volley of complaints from Computer Weekly readers.

Business users are continuing to complain about the service offered by BT Internet, despite BT's insistence that there is no serious problem with the service.

Earlier this month Computer Weekly reported that BT Internet servers had again failed to provide a full service to customers, as a result of an upgrade programme.

After this was completed, BT said systems were in place to make sure there would be no more problems. However, businesses using BT Internet to host their Web sites and/or access their e-mail have continued to experience difficulties.

Steven Blake, who runs a publishing company in Sussex, could not access his e-mail or connect to the service from 10-14 June. After complaining to BT, he was told there was probably something wrong with his own system.

The telecoms giant then promised that a BT engineer would call him back within 48 hours. Although the engineer did not ring, Blake successfully logged onto the system on 15 June.

Blake said, "Every time you ring the BT helpdesk they put problems down to your system."

Another reader suffered similar difficulties during the same period. Preferring to remain anonymous, he said, "The whole service seems to be crumbling."

BT said it was not aware of any "serious" problems, but could not deny that some users were having trouble.

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