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 Thursday, 2 January, 2003, 16:15 GMT
BT error cuts off broadband surfers
Computer keyboard and monitor
Hundreds of customers have been without service
Hundreds of broadband customers in the UK have been left without a fast internet connection due to a BT computer error.

The mistake on BT Openworld's computer system led to hundreds of customers being cut off and hundreds more being sent out letters telling them their service has ceased.

According to a BT Openworld spokesman the issue is being dealt with and anyone that has been disconnected in error will be back online in five working days.

"It is a system error which is affecting around 500 customers who have asked for some kind of change in their service," he said.

"This involves making a change to their account and for some reason it has gone too far and ceased their service," he explained.

Support lacking

Although 500 customers will receive letters informing them their service has been cancelled, only 200 are believed to have been cut off said the spokesman.

One customer, Dr Peter Moseley, e-mailed BBC News Online and said he had been without his broadband connection since 27 December.

He spent eight hours on the phone to technical support staff and spoke to four different operatives, who were unable to give him a timescale for reconnection.

"I apologise if he has been misled," said the BT Openworld spokesman.

"This situation has only just come to light and because of the holiday period we were not as on top of it as we should have been," he added.

BT Openworld was the most complained about internet service provider in 2002, according to Oftel figures.

See also:

27 Dec 02 | Technology
18 Dec 02 | Technology
12 Dec 02 | Technology
29 Nov 02 | Technology
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