BT USERS have reported being hit by an outage on Monday (November 7, 2022) morning as they log on for their morning emails.
Users are apparently being greeted with an error message whenever they try to sign in.
Frustrated users took to Twitter to report the issue.
One tweeted BT saying: “Having problems getting on to email, I need this now for work it keeps saying there’s something wrong!”
Another said: “This morning I cannot log into either my BT or my email account. Do you have ongoing problems?”
While a third BT user added: “Unable to log in to emails. Is there an issue? Not the 1st time this has happened.”
BT email users reported problems accessing their email accounts in October 2021.
Issues include not being able to log in to services or not being able to send or receive emails.
Other broadband and phone services weren’t affected.
At the time, a Twitter user said they were unable to log in and are just being told to re-enter their username and password.
Another said: “I am now unable to access my online account or use as system is saying my username and password is incorrect.”
BT admitted there were email issues.
A note on its website said: “We’re aware of a problem that may be preventing some customers from logging into their BT Mail account.
“We’re really sorry about this, but are working to get it fixed as quickly as possible.”
The provider said in a statement: “Some customers are experiencing problems trying to use their BT email, and weâre working quickly to resolve this.
“BT phone, broadband and mobile services are not affected. Weâre very sorry for the inconvenience caused.”
Its service was back up and running by the next day.
How do I check the status of BT broadband?
You can troubleshoot issues with your BT broadband on their help page.
The company also has an app where you can check if there’s been a service outage in your area.
BT has a service checker on its websiteÂ so you can see how services are performing in your local area.
You need to enter your phone number to check your line.
If you want to call, BT’s helpline is: 0800 800150.
It’s worth checking on social media to see if BT has communicated about widespread service loss or if other customers are having similar issues to you.
Am I entitled to compensation?
If you’re suffering issues with your internet, call or mobile services then you may be entitled to compensation.
Internet firms usually pay out Â£8 for each day that broadband and phone service is not repaired after two full days of no service.
This is usually automatic and was agreed with regulator Ofcom in April 2019.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
If you’re without service for a sustained period of time then you may have the right to leave without incurring a fee.
BT is signed up to the Automatic Compensation Scheme alongside other broadband providers.
This makes it easier for customers to get money back when there’s an outage.
If your service goes down then it’s worth asking for compensation, even if it doesnât fall into one of these categories.
Has BT had a service outage before?
BT has had crashes before, affecting hundreds of customers.
Technical issues on July 25, 2022, affected access to emails.
A BT and EE outage on October 14, 2021, left customers facing service errors.
On August 12, 2020, for example, almost 900 people reported problems on outage site Down Detector.
BT tweeted to say severe weather caused an outage at its Edinburgh exchange.
On July 23, 2020, thousands ofÂ BT, Plusnet and TalkTalkÂ customers complained of outages.
The companies said this was due to a fire at an exchange – the point where your home broadband connects to the network in your area.
On July 21, 2020,Â Sky customers suffered an outageÂ leaving hundreds of users struggling to access the internet.
Virgin Media alsoÂ went down on July 6, 2020, affecting customers.
TalkTalk, BT and Post Office internet also suffered an outage on May 29, the same year, leaving thousands of customers unable to work from home.
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