BT and EE go down with hundreds of customers unable to access services
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A BT outage has left hundreds of customers without email access, while EE users are also facing service issues.
Users of BT Mail are unable to login to their email accounts and EE customers have had trouble accessing the provider's My EE app and website. Other BT broadband and phone services aren't affected.
Downdetector has had reports of problems with both BT and EE.
BT users have been reporting problems with accessing BT email accounts since 10am this morning.
BT outage reports are mainly focused around London but concerns have also been raised across the country such as in Glasgow, Birmingham and Nottingham.
Issues include not being able to login to services or not being able to send or receive emails.
Social media users on Twitter have said they cannot access BT Mail.
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A Twitter user said they were unable to login 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 has admitted there are email issues and it is working on a fix.
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 we’re working quickly to resolve this.
"BT phone, broadband and mobile services are not affected. We’re very sorry for the inconvenience caused."
Meanwhile, EE has responded on Twitter to users facing difficulty logging into its app and website.
The company said: "Some customers are experiencing problems trying to use their My EE, and we’re working quickly to resolve this.
"EE broadband, mobile and data services are not affected."
A spokesperson for EE said: "Some customers are experiencing problems trying to use their My EE, and we’re working quickly to resolve this.
"EE broadband, mobile and data services are not affected. We’re very sorry for the inconvenience caused."
There have been quite a few BT outages in recent months.
On August 12, 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, thousands of BT, Plusnet and TalkTalk 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.
How do I check the status of BT broadband?
You can trouble shoot issues with your BT broadband on this 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 website 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 £8 for each day that broadband and phone service is not repaired after two full days of no service.
This is usually automatic but the regulator Ofcom has said firms don't have to pay compensation at the moment due the coronavirus outbreak.
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.
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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 doesn’t fall into one of these categories.
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