BT internet down as outage in Scotland leaves hundreds of customers unable to use the web

BT has suffered an outage in Edinburgh, Scotland with hundreds of customers reporting problems getting online this morning.

Almost 900 people are reporting problems on outage site Down Detector, with 61 per cent saying they’re having problems with internet, 34 per cent reporting email issues, and 3 per cent saying their phone isn’t working.

BT's broadband appears to have gone for hundreds of customers this morning


BT’s broadband appears to have gone for hundreds of customers this morningCredit: PA:Press Association

BT has tweeted to say severe weather has caused an outage at its Edinburgh exchange this morning.

It wrote: “Due to the severe weather in Scotland early this morning there was a major outage at Edinburgh Exchange. Engineers are currently on site recovering services.”

The provider recommends customers check back its service status tool in two hours.

BT’s service tracker currently says: “We’re really sorry but we’ve got a problem at the moment in the Edinburgh and surrounding areas, which means that some of our customers will be having trouble getting online. We’re trying to fix the problem as quickly as we can.”

More than 800 people are currently reporting problems with BT


More than 800 people are currently reporting problems with BT
Down Detector customers across the country are reporting BT issues this morning


Down Detector customers across the country are reporting BT issues this morning

But the service status tool also reports problems with phone and broadband elsewhere around the UK and Down Detector reckons issues are UK-wide.

We’ve seen reports of problems on social media in Eastleigh in Hampshire and in West London, as well as in and around Edinburgh.

It follows a large spike in complaints last night where almost 1,500 reported problems with their BT service.

The latest issues will be another blow for millions of Brits working from home who’ve already suffered numerous outages across different networks during coronavirus lockdown.

One customer tweeted: “It says the local outage in my area (Eastleigh) was fixed last night but it definitely wasn’t. Whole street can’t connect to broadband.”

Another wrote: “So you have broadband issues in Edinburgh and do you know when things will be back up if so?”

Someone else added: “Oh good, it’s the children’s first day back at school today so already stressful, why not chuck in a broadband fault so I can’t log on to work and instead spend my morning on hold? Cheers @bt_uk”

Can I get compensation if my broadband cuts out?

BROADBAND and phone customers are usually paid compensation from providers for service or engineer visit issues – but this scheme has been temporarily paused.

Under the current coronavirus circumstances providers are less likely to be able to carry out repairs, install new services or make home visits. 

Usually customers would get £8 back for every day that the service stops working after two working days of it going down. 

Customers are also usually due £25 if an engineer misses an appointment or cancels with less than 24 hours notice.

If there’s a delay to the start of a new service then you will usually get £5 for each day, including the missed start date. 

If your service goes down then it’s worth asking for compensation, even if it doesn’t fall into one of these categories. 

If you’re unhappy and they don’t resolve your complaint then you can take it to one of two dispute resolution (ADR) schemes – Ombudsman Services: Communications or Communications and Internet Services Adjustment Scheme.

How do I check if BT is down?

Broadband issues are frustrating for customers at thousands of people continue to work from home.

BT has a service checker on its website so you can see how services are performing in your local area.

You need to enter your phone number to check your line.

The Sun has contacted BT and we’ll update this story as soon as we get a response.

More to follow…

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