CASE UPDATE

BT fixes broadband to end reader’s year of frustration We’re happy to report that after a year of constant problems with her broadband, BT customer Jenny Terras now has a reliable service again. As we reported in Issue 489, her connection had been going down up to 50 times a day. BT added to her frustration by incorrectly telling her that she needed to contact Openreach for help.

BT apologised for this, acknowledging that it is responsible for fixing broadband problems, and sent an engineer to her house to do just that. Jenny told us: “An engineer spent the best part of a day with us, ending up by replacing a considerable length of wire in the area”. So it sounds like Jenny may have done her neighbours a favour by pursuing her problem with BT.

However, it took far too long for BT to fix this. If your internet service provider (ISP) isn’t responding to your complaints, you could consider raising the issue with Ofcom at www.snipca. com/22829, or by calling 0300 123 3333 or 020 7981 3040. Although the regulator can’t look into individual cases, it will take notice of a large number of complaints and could launch an investigation into the behaviour of an ISP.

While Jenny’s case has had a welcome outcome, it’s a stark reminder there are still too many people who can’t get a decent broadband connection. Despite pledges from politicians and ISPS about pumping money into the UK’S infrastructure to give rural areas better connections, Jenny and many others live too far from the exchange to receive fibre broadband.