BT Broadband outage affects thousands of UK internet users

Thousands of customers of UK broadband provider BT were affected by a short service outage lasting around two hours earlier this morning. The company has apologized for the issue but users have been left upset and disgruntled by the lack of connectivity,

For some, the internet was completely unavailable during the outage whereas for others select websites appeared to be 'blocked'. These included not only major services such as Facebook, Twitter, and PayPal but also thousands of smaller sites as well as, frustratingly for many, the BT Help forums.

Once connectivity was restored, many sought answers on Twitter and complained about how BT told them to seek advice on the company website despite it being inaccessible. As the Telegraph reports, Twitter user Marty Bellows voiced what many others thought, writing "It has to be a joke that when I ring BT to check why my broadband is down the automated message says visit BT.com." BT is one of the UK's largest ISPs with over seven million subscribers.

Broadband access has now been restored in full to all affected customers according to BTCare who later apologized on Twitter. Engineers are now reported to be investigating what caused the issues that affected vast swathes of the British population.

Source: The Telegraph | Image via BT

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24 Comments

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I'm still getting slow download speeds and loading websites is a pain. I've gone onto the google DNS and whilst the download speeds are still slower, browsing the web/ streaming is a lot faster.

Its genuinely laughable that in 2014, the drive from all these companies is to get faster and faster download speeds rather than reliable infrastructure from the hubs right down to peoples homes.

Strange,
I dont use BT's DNS. I use OpenDNS, and was still suffering.
Fortunately, the program that I needed to use was using ports 4117&4118 and connecting directly via IP, so that was working ok.
However, just couldn't get anything else which was strange. I should have tried going onto Google's DNS as a check, but as I had to go out anyway, I just gave up and thought I'd have a go again when I get in.

I total agree with the above comment, says it all about most people these days!

Lack of internet is the only thing that really bothers the 75 or so users where I work as an It admin, oh and personal email too.

The they (the staff/workers) don't care about the company database and it's office systems at all! lol

The sinking realization of thousands of people who realize how little their lives mean without an internet connection.

exactly how many thousands? I've seen in my area 100,000+ people lose internet phone and cable when Comcast's head end goes nuts... and it's not just a DNS issue, but an entire plant failure.... which lasted for 2 days until they could get a new CMTS put in.... and in our situation also they said to go to Comcast.com to check the status of the situation..... once again... HOW?! if your modems won't even sync how could you do that unless you are using a smart phone or something else...... love large ISP's....

Very strange as Virgin Media had widespread issues yesterday with DNS too (https://community.virginmedia....2Mb/DNS-Issues/td-p/2361435). Looking at those postcodes, it affected all parts of the country. Both their primary and secondary DNS servers/farms failed to respond.

What's really bad is BT seems to make the news because BT apologises, yet Virgin Media's outage yesterday affected both domestic and business customers (including our £16k p/a leased line) for longer, yet as they don't seem to have publicly acknowledged it, it doesn't seem to make the news.

Yep - I also had DNS issues on Virgin Media yesterday. Seems quite a coincidence that the same issues have affected BT today, don't you think?? I wonder if the major ISPs are in the process upgrading systems to allow them to censor... er... I mean "block"(!) more sites when ordered by the courts?

Not the first time this has happen same problem just over a month ago and loads of problems lately with uplay service and BT Infinity.

Indeed, when AC Black Flag came out they decided to implement a stupid routing change that stopped BT customers talking with major data center services in Canada (Uplay @ Montreal). Took 3 days of complaining & proving it was their issue before they "put in a temporary fix" aka reroute the traffic correctly.

Aergan said,
Indeed, when AC Black Flag came out they decided to implement a stupid routing change that stopped BT customers talking with major data center services in Canada (Uplay @ Montreal). Took 3 days of complaining & proving it was their issue before they "put in a temporary fix" aka reroute the traffic correctly.

Well I have been unable to watch Netflix whilst using the home hub 5 and Roku 3 app. I have proved it to BT's dns servers by using a third party router and setting up OpenDNS on it.

They won't raise it as an issue to look into as BT Wholesale won't take it on. So they gave me£30 towards buying a third party router... Which they don't support..

I wouldn't entertain BT's joke of a router solution. Mine's still on the shelf where I told the engineer to place it when it was installed last year.

So that's what it was. I changed my DNS server to Google's and everything came back shortly after then, so I had assumed it was a DNS issue.

Lant said,
So that's what it was. I changed my DNS server to Google's and everything came back shortly after then, so I had assumed it was a DNS issue.

Thought and did the exact same

Lant said,
So that's what it was. I changed my DNS server to Google's and everything came back shortly after then, so I had assumed it was a DNS issue.

Same here.

I've never had any problems with Infinity until today, so I'll just assume it was a blip.

You're fortunate in both that you realised it was a DNS issue and that you had the technical know-how to fix it. Most don't.

Added bonus is that if you're using the supplied router you can't change the DNS settings on it. Some bibble about "security" / "think of the children" censoring, apparently. So you have to change it on every device that uses the connection.

I always add a 3rd DNS entry from a different ISP on my router. So far only 1 outage happened from my ISP on their DNS servers but my internet was still fine during it.