Flintshire woman still on hold after two month battle with phone operator

Reporter:

Staff reporter

A FLINTSHIRE woman battling for a phone line to her home is still embroiled in a bitter battle with BT.

Although the pole which stands right outside her property has had a cable attached ready for connection, Sandy Roberts is still waiting for her phone to ring.

After four years away living in Detroit and Kuala Lumpur Sandy returned to her former home in Rhewl, near Mostyn, on October 17.

While she was renovating the property with a view to moving in in November, she immediately ordered a line connection from BT... but that is when the saga began.

She was promised that the connection would be carried out on November 9 but on the day was told there was a problem with the exchange.

An engineer arrived to check the property and though he fitted a connection and cable to the pole he did not have the authorisation to connect it to the house, a matter of 10 yards away.

“I was hopeful then that it would be done very soon, but BT customer services called to say I could not be connected because there was still a problem with the exchange. I was not happy, to say the least,” said Sandy.

“I had been allocated a number when I placed the order, and apparently it rings out in the exchange so anyone calling it would think it was working,” she said.

On November 22 she received a text message to say she would be updated on December 2 but there was no further news on that date.

“On December 6, by which time I was very angry and frustrated, I contacted BT again and was told that according to Openreach, who carry out the engineering work for BT, that a new pole was needed.

“The chap I spoke to was unaware the existing pole had had a cable and connection fitted already,” she continued.

On December 20 Sandy was told that the connection would go ahead the following day, but on December 21 Openreach said bad weather meant it would be delayed yet again.

“Ironically, despite most of the UK being under inches of snow, the area where I live was virtually clear of snow and I could see the green of my lawn,” she said.

“I was then told another review would take place on December 23, but I’m still waiting to hear what is happening and it seems that BT are back to citing exchange problems. It is just excuse after excuse,” she said.

Sandy said it was particularly annoying to have no internet connection, and she would be demanding compensation from BT for the inconvenience suffered.

A BT spokesman said: “We would like to apologise to Ms Roberts for the delay and we are currently doing all we can to provide service as soon as possible.

“The delay has been caused by a lack of line plant to Ms Roberts’ property which requires major engineering work to erect of new poling and wires. Unfortunately the recent bad weather with heavy snow has resulted in a longer delay than there would otherwise have been. “

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