BT customers help themselves

BT has unveiled a new self-help tool for its broadband internet customers to diagnose and fix their own internet problems.

Called ‘BT Broadband Help’ or ‘BT Yahoo! Help’, depending on the package customers are on, it offers automated pop-ups alerting to potential problems.

BT, which has previously offered the tool as a trial, said it lets customers tackle issues with connection and email, general settings enquiries and internet usage allowances by following step-by-step guides to fixing a problem.

Customers are also given the option of ringing or texting a BT support desk number for more information in the pop-up advice.

Mike Galvin, director in BT’s Retail internet operations, said: “When you just want to get on with making the most of your broadband connection, calling for help can be frustrating. Our new addition is all about helping the customer to help themselves, but with the built-in flexibility to accept or decline the tips if they want, and backed up by the knowledge that they can call the call centre support staff 24/7.”

The service is available to new broadband customers through a CD installation, while existing customers can download the software via the BT website.

NTL has offered a similar service tool called Broadband Medic, which includes online tutorials and automatic repair of many common problems, since May.