Immingham resident could not dial 999 for neighbour due to dead phone lines
RESIDENTS whose phone lines and internet connections have been cut off for more than a month have described their ordeal as "mental cruelty".
Helen Fenwick, of Carver Road, Immingham, has burst into tears because of the stress of "unresolved promises" from BT, and over forking out for mobile phone top-ups.
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NOT CONNECTED: Immingham’s Carver Road residents, who are unhappy at being cut off by BT and unable to use their phones or internet. Pictured are, from left, Helen Fenwick, Bob Sharp and Maureen Armstrong.
So far, she has used £80 worth of credit, as well as changing to a contract phone, since November 29, when contractors arrived to upgrade the cables.
Since then, she and six other residents have been without a service. Helen, who has been a BT customer for 42 years, fears most for her vulnerable neighbours, one of whom is disabled, because they wouldn't be able to call 999 if there was an emergency.
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She said: "I'm lucky because I'm fit and well.
"But my neighbour experienced a bad situation, so I rushed round to help and tried to call 999 on their phone, and then remembered the line was down, so I had to run and get my mobile.
"My heart just sank and it makes you realise how dangerous it can be when lines are dead and they have no money left on their mobile.
"This is causing me so much stress. BT keeps promising me dates when it will be resolved, but nothing happens.
"It is like mental cruelty – getting our hopes up for a completion date and then nothing happening.
"I'm a valued customer and even have extra channels through BT Vision, but I can't watch them."
Carver Road resident Bob Sharp, who has also been cut off, said: "I can't Skype my son, who lives in Manchester.
"I also use the internet for banking, and I have bought my daughter a new laptop, but she can't go on the internet.
" I am paying bills for Sky and also Netflix, where you download films.
"It is so frustrating."
Comments
by Mat_the-Hat
Tuesday, January 15 2013, 8:48PM
“I have every sympathy for these residents, having had a problem with them when my internet went down a couple of years ago. BT were a nightmare to deal with, as soon as the internet was back up I used it to change to Virgin. My advice to these residents, do what I did and ring the regulator - not sure if it is still called Ofcom or not. They will give you a number and a code that you can use. The number connects you straight to the Chairman's office in the UK, not the local call centre in Mumbai; and you can then put your complaint to someone who actually has some power to sort it out for you.”
by ukchrisuk
Tuesday, January 15 2013, 4:12PM
“I'd like to know where I'm going wrong - both myself and my wife work full time, I have to run a car so I can get to work, we have a mortgage, pay our taxes and we can't afford both BT vision & Sky, nor can we afford to put £80 on a pay as you phone!”
by Malcolm_Ex
Tuesday, January 15 2013, 2:37PM
“There is no claim in the story that it costs to use a mobile to ring 999. Your first comment said 'Are they all with BT then?'
The cruxt of the story is that in this day and age, particularly for elderly people, the telephone is vital. BT have has since the end of November to sort this out, yet haven't. Being able to ring 999 from a mobile for free, especially if you don't have a mobile, is neither here nor there.”
by davendogs
Tuesday, January 15 2013, 2:13PM
“It says 'they have no money left on their mobile'. This isa what i'm getting at, even if a mobile has no credit it can still make a 999 call.”
by Malcolm_Ex
Tuesday, January 15 2013, 10:35AM
“davendogs - All the phone lines (apart from Virgin) are maintained by BT Openreach regardless of who you pay for the service. They are beyond hopeless.”
by davendogs
Tuesday, January 15 2013, 10:08AM
“Are they all with BT then? Regardless, I was under the impression that credit or not you can still make a emergency number call.”