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Customer left frustrated at internet glitch takes two weeks to fix

By Burton Mail  |  Posted: April 10, 2014


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A BURTON man has spoken of his frustration at being without internet access for nearly two weeks as engineers struggled to fix a fault.

Tim Mortlock first reported the problem with his phone line and internet connection, which he believed was in the Stanton Road area of Stapenhill, on March 7.

However, it was not until March 25 that it was eventually fixed following a series of complicated discussions with provider BT.

He said his problems first started when he attempted to log the complaint, but despite him being a customer the company’s automated system did not recognise his landline number and instead asked him to contact his service provider.

The company agreed to send an engineer out to assess the fault, but said they would require access to his property, for which he lost out on seven hours’ pay due to taking time off work. He was also told that he would have to pay an additional cost of £129.99 if the fault was found to be on his property.

Mr Mortlock said he had since sent an invoice to chief executive Gavin Paterson for £344.04 after being left without phone, internet and television services, as well as the financial hit he has had to take for loss of earnings during the engineer’s visit.

However, in response to his letter, BT have only offered one month’s free line rental worth £35.14 and a £25 token of goodwill.

Mr Mortlock said this was ‘an insignificant amount’ for the time and effort he has spent tackling the issue.

Mr Mortlock said: “Dealing with BT is a truly frustrating business.

“Bearing in mind they would charge me £129.99 if the problem was on my property, which it wasn’t, I thought I would follow their own business model and I have sent Gavin Paterson an invoice for £344.04.

“This includes loss of earnings, BT Broadband, email, telephone, BT Sports and internet banking.

“I have also added additional charges for producing an invoice, writing a letter and other charges.”

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