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BT Broadband Services Restored - "Malicious Attack" Ruled out

The firm says customers are now getting normal service following a technical failure that hit hundreds of thousands of customers.

Most reported problems:

  • Internet (69%)
  • Phone (16%)
  • E-mail (13%)

Recent reports mainly originated from: London, Birmingham, Guildford, Manchester, Coventry, Ruislip, Glasgow, Sheffield, Leicester, and Edinburgh. View on map

BT says services have been fully restored after a crash that affected broadband customers across the UK.

The communications firm's website and customer service platforms were affected by the glitch on Tuesday, blamed on a "technical issue". It has ruled out any suggestion of a "malicious attack".

A statement on Wedneday said: "BT is confident that services have been fully restored following an outage that affected several hundred thousand customers yesterday.

"A faulty router was to blame for the outage and we apologise to those customers who were affected.

"Most customers will be able to access their broadband without taking any action but some may need to reboot their equipment. for more information they may contact here"

BT Glitch Twitter

Social media users first started reporting problems at 2.30pm and customers took to Twitter to relay their experiences.

One, Keith Pestell, tweeted: "BT internet down, support lines down and website down. I did get through to India and the lady said: It's working here... really?".

Another, Char X, said: "What's happened with #BT? Internet down, help numbers not working and every page leads me to an error on the website!!!"

The Down Detector service, which monitors internet-based failures, noted thousands of customers in major cities reporting faults.

BT said it had managed to restore services to most customers within a period of approximately two hours.

Sky Impresses Again With Their Customer Service Stats - Ofcom Report

According to, 7 wave of uk customer services quality research conducted by regulator for the UK communications industries - Ofcom

Included in the report - The report looked at the customer service of BT, Sky, TalkTalk,

and Virgin Media, in regards to landline, broadband, and pay TV.

Another section looked at mobile providers.

Read full report (PDF) here.

Overall, fewer customers needed to contact their provider in 2015, but for slightly higher proportion of those customers who contacted sky the motive was to make a complaint. In terms of the customer service advisor themselves, Sky was the only provider to score above average across the board;

Sky and BT both saw better performance compared with last year.

When looking at just broadband,  At 80%, it's got the highest

satisfaction rating for the customer service of any of the four

providers since 2009.

In fact, it was the broadband provider least likely to solve acomplaint in less than an hour. BT was the top dog in that ranking, however, with 59% of complaints resolved within 60 minutes. Out of all the broadband complaints we made last year, the most common issue by far was - you guessed it - connection speeds beingtoo slow.

For support regarding landlines, Sky impressed once again, with 79% of customers reporting themselves satisfied with their customer service. 72% were satisfied with Virgin Media's; 69% with BT's; and 56% with TalkTalk's.

Also Read:

Sky verses BT - Broadband Packages Compared

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