BT have had to open a freephone service helpline (0800 169 0199) after around third of their customers have been supplied with incorrect modem software drivers for those who have connected up to the ADSL (asymmetric digital subscriber line) service. They have also increased the number of staff to answer these helplines and included a call management system to answer calls more effectively.

This follows from another series of problems that BT have been experiencing with the rollout of this facility across the UK. Earlier they encountered problems with BTOpenworld's IP address server that failed to recycle IP addresses after users had logged off, leaving them unable to reconnect.

BT have stated that Alcatel are to blame for supplying incorrect drivers, they are now providing the right ones by sending out CDRom's to customers and making them available online.

ADSL has already faced a series of delays with problems that were encountered during trials and had not taken into consideration new issues. BT also stated that it is down to the technology being quite complex and also due to the increased volume of customers requiring the service. Existing ISDN users are still being told to wait before they can have access to the system as BT are continuing to test a system that will enable a smooth transition from one system to the other.