BT upgrade takes down Infinity broadband

BT broadband customers are facing a day without internet after upgrades to its Infinity network have led to a nationwide outage

BT broadband customers are facing a day without internet after upgrades to its network have led to a nationwide outage.

BT published a warning on its status page just before 8am to let them know it was carrying out maintenance on its Infinity Broadband network – which provides speeds of up to 76Mbps – but told customers  they would only experience “a brief loss of service for no longer than 10 minutes.”

However, at 10:20am, BT updated its status alert to say there was now a “nationwide broadband problem” which it didn't expect to solve until at least 3pm.

“We're really sorry but we've got a problem at the moment nationwide, which means that some of our customers will be having trouble getting online,” it read. 

“Customers may experience intermittent loss of connection or drop in connection. We're trying to fix the problem as quickly as we can.”

We contacted BT to find out how many people were affected by the outage, but it had not returned our request at the time of publication.

The latest communication customers received from BT was at 12:30pm, posted via its customer service Twitter account (@BTCare).

“Sorry if you were unable to use the internet this morning we've got a network problem affecting some customers nationwide, more updates soon,” it read.

Some customers complained via Twitter that the customer service helpline was suggesting using BT’s online tool to diagnose the problem.


Update: A spokesman from BT contacted Computer Weekly at 2:35pm to say Infinity broadband services were now fully restored.

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