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BT customers face second day of broadband problems

Thursday, July 21st 2016 by Phil Wilkinson-Jones

BT customers are facing a second day of broadband problems.

The company said this morning that some customers were unable to access certain websites.

It said on Twitter: “One of our internet connection partners in the Docklands has suffered a substantial power failure. This is affecting BT and other providers.”

Customers around the country had problems with BT broadband yesterday, with many reporting that their service was either slow or not working at all.

BT said this morning it is redirecting traffic in order to reduce the impact on customers. It also made assurances that work was underway to fix the problem.

Plusnet customers have also been affected.

The website Down Detector, which logs issues with broadband, phone and TV services, recorded a spike in BT problems at around 8am today.

Customers have expressed their frustration at a second day of problems on Twitter.

A BT spokesperson said: “We’re sorry that some BT and Plusnet customers are having problems connecting to some internet services this morning.

"This is due to Telehouse North, one of our internet connection partners in the docklands, suffering a substantial power failure. This is affecting BT and other providers.

"We are redirecting traffic to reduce the impact on customers and the issue is now affecting less than 5% of customers’ internet usage. Engineers are on site and we hope will be able to fix the problem shortly."

A spokesperson for Telehouse North added: “We are aware that there has been an issue with the tripping of a circuit breaker within Telehouse North that has affected a specific and limited group of customers within the building.

"The problem has been investigated and the solution identified. Our engineers are working with our customers on the resolution right now. We will release updates in due course.”

Earlier this week, BT faced criticism from MPs on the Culture, Media and Sport Committee who said the company had underinvested in its Openreach business.

Yesterday, analyst Connor Campbell told Cable.co.uk that BT suffering “another embarrassment” had not been taken well by investors.

“The knock-on effect for users is not much better either as offices all over the country are experiencing problems,” he said.

“It wouldn’t surprise me if this would be a perfect opportunity for rival firms to take their turn to poach business.”

UPDATE: BT has tweeted to say internet usage is "back to normal" for its BT home and small business customers. Plusnet has also said services have returned to normal for its customers.

BT said a small number of larger businesses may still be having problems.

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