BT sorry after broadband customers hit by mystery outage

BT has apologised after a network incident left thousands of its customers without internet access on Saturday

Thousands of BT customers across the country were left without internet access on the morning of Saturday 28 June after a mystery “network incident” brought down its service in many parts of the country.

BT provides broadband service to around seven million subscribers in the UK, but it was unclear how many of those were hit.

The outage also affected an apparently indiscriminate area, with faults being reported in Cornwall, Kent, Lancashire, Northamptonshire and Sussex, and a number of cities.

Users complained of being unable to access most major websites, including social media platforms such as Facebook and Twitter, as well as Amazon and eBay, and online banking services. Many turned to 3G and 4G mobile internet services to vent their anger.

With BT’s own website and Twitter feeds also among those hit, the supplier came in for additional criticism when its automated customer services phone line directed users to its unavailable website.

 “There were problems with our broadband service earlier today but they were resolved. We're sorry for any inconvenience this may have caused,” a spokesperson said.

BT revealed that engineers were investigating the cause of the fault, which was resolved at around midday. At the time of writing it had provided no further information.

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