At the mercy of BT

31 Oct 2011

A good IT department will have disaster recovery and business continuity plans in place, but when it comes to the internet, if BT has a major crash, you’re in trouble (Why we should never take broadband for granted).

Once the internet is gone, the email is gone, the VPN is gone, the networked software licences are gone. In short, nobody can work.

We’re really at the mercy of BT, and I speak from experience. I’ve been in a situation where our phone and internet lines went dead. I called BT from a mobile, and they told me there was no work being carried out in my area. I walked 20 metres up the road from our office and found a BT engineer up a telegraph pole replacing a cable. They don’t know what their own engineers are doing. 

I find it scary that when there is a disruption BT does not seem to take it very seriously, or appreciate the urgency.

Jason Davies

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Reader comments

It is all about business seperation

Whether BT Retail (most likely who was called - just a different call centre for business rather than consumer) are able to tell about individual engineers these days is difficult.

BT Retail was split from the network division (Openreach) back in 2006, so they only have the same visibility on engineering work as TalkTalk, Thus, Sky, Entanet and others.

Major incidents are published by a number of providers, but actual individual engineer visits aren't generally available - or if they are we have not found them.

Posted by: Andrew Ferguson  01 Nov 2011