Data error gives BT surfers free access

BT said a simple data entry mistake was the most likely cause of the 'computer error' which gave thousands of surfers uncharged-for internet access for three months.

It emerged at the weekend that a BT billing computer had mistaken 0845 local call-rate internet access lines for 0800 freephone numbers between mid-February and mid-May of this year. Dial-up charges were missing from the subsequent phone bill.

However, surfers will not get the calls free of charge. The charges have been added to autumn bills sent out since mid-August, although the three-month billing cycle used by BT means that some customers won't receive backdated bills until mid-November.

Customers who should check their bills are those using internet access services managed by BTclick but sold by stores under their own name, such as Tesco, WH Smith, Boots' Handbag and a number of smaller UK firms.

A BT spokeswoman told vnunet.com that the telco became aware of the problem at the start of its next three-month billing cycle in May, but that it had taken six or seven weeks, until July, to fully trace, correct and identify all customers that had received incorrect bills.

She said the six to seven week fix time was because the problem was limited to a few numbers on a few exchanges. If the problem had been more widespread, it would have been far easier to trace and solve, she said.

When pressed about the nature of the software fault responsible for the problem, she said: "If you're asking me whether it's down to our software or something we bought, I'd have to say it's neither. In all probability it's because someone pressed the wrong button, changing the payment ID on the computer from local call code to a freephone code."

Analysts said the mistake could put an average of an extra £50 on autumn phone bills, although BT said this was an exaggerated figure and that customers had in effect been enjoying interest-free credit.

BT said customers who felt they had received large bills could pay in installments.

However, the telco had no sympathy for opportunists who had surfed for longer after realising they had not being charged on their summer bills, and that they would have to pay for what they used. The spokeswoman said the surfers should have contacted BT to ask why the calls were missing on their bills.