BT ‘sorry’ after Boroughbridge goes without broadband for two weeks

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TELECOMMUNICATIONS company BT has apologised to broadband users in a North Yorkshire town after two weeks of problems for residents and businesses.

Broadband users in Boroughbridge have spoken of the inconvenience of low and non-existent broadband speeds over the last fortnight.

Jennifer Kelley, a Plusnet customer, was so furious she emailed bosses at BT and Plusnet.

A BT manager emailed her to apologise, saying an investigation had started to discover “why our systems did not flag that multiple customers were suffering the same issue and we will learn from this episode.”

A spokeswoman for BT said the problem had now been fixed.

It had been caused by a “faulty link in the technology powering the broadband network in Boroughbridge.”

She said the town was moved onto a new link which solved the problem but then a “faulty card” was discovered in the exchange.

During the replacement of the faulty card, Boroughbridge was moved back onto the old - and faulty - link, causing speeds to drop again. This was corrected on Tuesday.

The spokeswoman advised customers to do a hub reset.

She said it was difficult to say how many people were affected. Nine faults had been reported.

“We often find that many people don’t report faults which is sometimes why incidents such as this one fall under the radar. And clearly in this case many more people were impacted.”

She added: “We are very sorry for the loss of broadband speeds in the Boroughbridge area and the inconvenience this has caused. This was due to technology issues in the network which have now been fixed. Anyone still experiencing issues should contact their service provider to report a fault.”

Several businesses in the town were also affected, including Charltons garage and the Grantham Arms pub.

A Plusnet spokesman said: “We have been speaking directly with Jennifer Kelley and contacted her earlier today regarding the issue which is now resolved.”