{"id":21560,"date":"2020-03-20T10:11:05","date_gmt":"2020-03-20T10:11:05","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=21560"},"modified":"2020-03-20T10:15:25","modified_gmt":"2020-03-20T10:15:25","slug":"covid-19-isp-bt-ee-uk-offers-extra-support-to-customers","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/03\/covid-19-isp-bt-ee-uk-offers-extra-support-to-customers.html","title":{"rendered":"COVID-19 – ISP BT (EE) UK Offers Extra Support to Customers"},"content":{"rendered":"

BT<\/a> (EE<\/a>) has today become the latest broadband ISP and mobile operator to offer some free extras and support to their customers, which among other things includes changes to help the most vulnerable and ensuring that all of their users can access “unlimited<\/em>” home broadband (no data caps).<\/p>\n

On top of that BT<\/a>’s Chief Technology and Information Officer, Howard Watson<\/strong>, has reiterated that the “UK\u2019s communications infrastructure is well within its capacity limits, and has significant headroom for growth in demand<\/em>.” We also got an update on how BT<\/a>’s network has been impacted by the current situation, as more people work from home to help limit the spread of COVID-19 (Coronavirus).<\/p>\n

So far the highest peak that BT saw occurred during evening traffic and hit 17.5Tbps<\/strong> (Terabits per second), which was driven by videogame updates and streaming football. In contrast, daytime usage, during working hours, generally runs at about 5Tbps. This was before COVID-19 really became an issue.<\/p>\n

However, since Tuesday this week, as people started to work from home more extensively, BT said they’ve seen weekday daytime traffic increase 35-60% compared with similar days on the fixed network, peaking at 7.5Tbps. “This is still only around half the average evening peak, and nowhere near the 17.5Tbps we have proved the network can handle<\/em>,” said Howard.<\/p>\n

BT’s Other Data Traffic Observations<\/strong><\/span><\/p>\n

* We\u2019re actually seeing a 5% decrease in mobile data traffic, as a lot of people are connecting their mobiles to their home WiFi<\/a>, rather than using the cellular network.<\/p>\n

* Data usage is peaking at around 5PM, the time of the Prime Minister\u2019s daily briefing.<\/p>\n

* Mobile traffic is becoming more evenly distributed across the country, as people travel into urban hubs less frequently.<\/p>\n

* Roaming traffic is falling by about 10% per day, with a 55% drop over the last 5 days. [no surprise as roaming will have been impacted by travel restrictions]<\/p>\n

* We are seeing an increase in mobile voice call volumes, which is to be expected. This is well within the levels the network is built to handle, but we would encourage customers to use the landline or IP voice services like Skype as well, especially for long conference calls.<\/p>\n

* Organisations are also seeing increased numbers of connections into their corporate Virtual Private Networks (VPNs) and conferencing services. This may mean that companies need to think about how they optimise use of these private networks, or increase their provision of such services.<\/p><\/blockquote>\n

Overall BT said that the additional load on their broadband network is “well within manageable limits and we have plenty of headroom for it to grow still further<\/em>.” As for the changes they’re making to help customers, we’ve listed the main ones below.<\/p>\n

BT’s Changes for Customers<\/strong><\/span><\/p>\n

* Access to NHS online and 111.<\/strong> More than ever, it\u2019s critical for us all to be able to get up-to-date healthcare information, so all of our EE<\/a> and BT mobile customers can now access the NHS online without using any of the data in their plan \u2013 even if they\u2019ve run out of data completely. Calling 111 remains free for customers across the UK.<\/p>\n

* Unlimited home broadband for all.<\/strong> We\u2019re also removing all caps on your home broadband plans so every customer has unlimited data to use whether working from home, keeping the kids connected to school or streaming the latest films.<\/p>\n

* Vulnerable customers: <\/strong>To help our most vulnerable BT landline only customers, we\u2019re removing out-of-bundle charges for the most critical services, such as UK landline and mobile calls, and placing a \u00a35 per month cap so they can make the essential calls they need to keep in touch, without worrying about their bill.<\/p>\n

* Vulnerable customers:<\/strong> We have specialist teams trained in how to help customers with physical disabilities, mental health issues and a specialist dementia support team, who are doing their very best to ensure those vulnerable customers in isolation get the support they need.<\/p>\n

* Financial support.<\/strong> We know this is already a stressful time for customers worried about their finances, so we\u2019ve put in place a dedicated team to support customers that need extra help with their bills. If a customer contacts us with money worries related to Coronavirus, we\u2019ll work out what works best for them.<\/p><\/blockquote>\n

At this point we assume that BT’s move to offer “unlimited” usage on broadband will also apply to their BT Basic + broadband social tariff, which is normally capped to 15GB. Otherwise the vast majority of their subscribers will already be on packages with an unlimited usage allowance, which has been the norm now for quite a few years.<\/p>\n","protected":false},"excerpt":{"rendered":"

BT (EE) has today become the latest broadband ISP and mobile operator to offer some free extras and support to their customers, which among other things includes changes to help the most vulnerable and ensuring that all of their users can access “unlimited” home broadband (no data caps).<\/p>\n","protected":false},"author":1,"featured_media":21561,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,405],"class_list":["post-21560","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-ee"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nCOVID-19 - ISP BT (EE) UK Offers Extra Support to Customers - ISPreview UK<\/title>\n<meta name=\"description\" content=\"BT (EE) has today become the latest broadband ISP and mobile operator to offer some free extras and support to their customers, which among other things\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/03\/covid-19-isp-bt-ee-uk-offers-extra-support-to-customers.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"COVID-19 - 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