Still no solution for thousands of broadband users

Problems continue after 48 hours

Just over 48 hours ago - at five o'clock on Monday - thousands of people lost broadband connection on the Isle of Man.

The issue not only hasn't been fixed, but remains something of a mystery to Manx Telecom engineers, who have been working 'flat out' ever since, the company says.

Today, MT has announced unlimited mobile data during the broadband outage, launched a customer support hub and issued emergency mobile data SIMs for its customers.

You can see the full statement below:

Unlimited Mobile Data during broadband outage

"Manx Telecom recognises that some customers who have been unable to access fixed line broadband services may be using mobile data services as a substitute and may be concerned about any additional costs being incurred. Given the extraordinary circumstances, Manx Telecom will provide impacted fixed Broadband Customers access to unlimited mobile data and will credit back any unusual excessive data charges accrued over the period of the outage (starting on the 24th of Aug)  Any additional charges will be shown on September bills and customers will be able to contact our Billing Team at that time to request a credit.

"A special web page will be set up to help us manage the issue.  You will be asked for details such as broadband number, mobile number, etc. The team will then review and credit back any data usage for this period to your account."

Using your mobile phone as a modem

"Customers with smart phones are able to use their phones as a modem and connect to other Wi-Fi enabled devices such as a laptop. For details on how to do this, please refer to our guides at https://www.manxtelecom.com/support/device-guides."

Customer Support Hub

"Spaces will be made available for customers to access broadband services at Manx Telecom’s Customer Support Hub at Manx Telecom Headquarters in the Isle of Man Business Park. Customers will be able to book two hour slots between 8.30am and 5.30pm, starting from tomorrow Thursday 27th August. Customers will need to bring their own laptops, tablets, phones etc and IT staff will be on hand to help customers connect to Manx Telecom Wi-Fi services. This will be provided free of charge. Places can be booked through the Customer Experience Team on 624624 or online at Booking link is mt.im/supporthub  A fair usage policy will be in place."

Emergency mobile data SIMs

"If you currently have no access to mobile data and have a critical need, we may be able to help by providing an emergency mobile data SIM card to use with a mobile device, please contact our Customer Experience Team on 624624. Where possible customers are encouraged to use their existing mobile data services and to apply for a credit in September where this may cause significant additional charges.

"Manx Telecom apologises for the ongoing disruption to broadband services in some areas. Work continues to resolve the problem as soon as possible."

CEO Gary Lamb told Dollin Mercer they're having some success in bringing people back online now: