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UPDATE2 Major National Broadband Outage Strikes UK BT Based ISPs

Posted: 21st Oct, 2011 By: MarkJ
bt openreach uk broadband telecom vanBroadband internet access services across the country have this morning been disrupted by a major outage at BT Openreach's telephone exchange in Stepney Green (London).

Connections to BT's ADSL / ADSL2+ based broadband lines began dropping at around 8:40am this morning following an unspecified issue with the Stepney Green host link, which is where multiple ISPs interconnect in to BT.

PlusNet Status Update (09:11am)

Our suppliers have advised of a major service outage affecting users all over the country this morning. Some customers may therefore be experiencing intermittent broadband connection loss.

If you have been disconnected from the Internet and are having problems getting back online then please switch your modem/router off for twenty minutes or so before powering it back up and attempting to reconnect.

Zen Internet Status Update (09:22am)

We have confirmed this is an issue with our suppliers BT, we are working with them for a resolution. Some users have already recovered.

On rare occasions customers may be unable to reconnect after an outage. In this situation customers should power down their equipment, switch it back on and attempt to reconnect. If this fails customers should power down their equipment for 30 minutes before attempting to connect again.

Some services do appear to have been restored and affected customers are being advised to reboot their router (e.g. power it down for a few minutes and then on again) in order to reconnect.

UPDATE 12:15pm

BT has confirmed that the problem, which officially "occurred just after 08:30 this morning", has now been resolved and that only "a small number of customers were affected". It is of course difficult to gauge what "small" means when you're handling millions of lines.

The "technical issue" itself was resolved after around 15 minutes, although some customers reported that the knock-on impact of the outage subsequently caused problems for around an hour or more. For example, broadband provider AAISP stated that "by 09:05 we had about 50% of ADSL lines back online".

BT has promised an official statement for later.

UPDATE 12:39pm

Here's that statement.

BT's Spokesperson told ISPreview.co.uk:

"BT can confirm a small number of customers had technical issues with their broadband around 0830 this morning. This issue was quickly resolved in around 15 minutes. Affected customers are advised to restart their hub or router."
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