BT mulls compensation for poor ADSL service

BT has said it will consider compensating users of its residential ADSL (asymmetric digital subscriber line) service after some customers reported that they were unable to connect to the system - for 11 days in one case.

The telco said it is "working round the clock" to fix the glitch, which relates to a problem with an IP address server. The server should recycle addresses for use by other customers after users log off, but it is failing to do so.

The result is that BT's limited number of IP addresses are being rapidly used up. If it was a dial-up service, it would be an equivalent of requiring a 1:1 user-to-modem ratio to make it work.

At least one vnunet.com reader who has signed up to the £40-a-month service launched last month has been unable to connect since having the service installed 11 days ago - on Friday 13 October (unlucky for some).

Others have complained they are ignored by support staff and unable to access the service for a number of days, while others are delayed for just minutes. The matter has become the subject of heated debate on internet newsgroups.

For the past 10 days, callers to BT's technical support have been played a holding message which says that the problem is still occurring. Technical support staff were unable to say what the problem is or how long it will take to fix, and it appears this is still the case.

A BT spokesman told vnunet.com on Tuesday: "There is a problem with the dynamic IP address server, but it has only affected users of the [ADSL] home service. The problem is intermittent, and attempts to fix it have so far failed.

"I can't say when it will be fixed, only that we're very disappointed and are working around the clock to remedy the situation."

BT's support desk said the telco is considering some kind of subscription refund to dissatisfied customers, but the spokesman stressed that this would be on a case-by-case basis.

"The business launch went smoothly but we are aware this has been a less than ideal introduction to our service for some of our at home ADSL users and would consider compensation on a case-by-case basis, although this may depend on the terms and conditions," he said.

"Customers with particular grievances should get in touch with BT Openworld, either direct or through dialling 150 on their phones."