We had no internet and no mobile signal – it was like being back in the 90s
LUCY Sims waited seven weeks to have broadband installed in her new home – despite informing provider BT well in advance.
She says: ‘The broadband was supposed to be installed the day after we moved in, but the engineer who turned up said we needed someone else to come.’
After this initial disappointment, Lucy, a parttime art conservator and mother of one-year-old son Leo, was told several dates for connection. On one occasion, an engineer turned up unannounced while she was out.
Lucy, 31, from near Farnham in Surrey, and husband Matt, a teacher, were also unable to use their mobiles in the house because they had no coverage.
Lucy adds: ‘It was like being back in the 1990s when people had to phone me on the landline.’
Eventually, the problem was sorted but Lucy says that both she and Matt went over their data limits during the time that they were waiting, which cost them extra money.
On Friday, a BT spokesman said: ‘We’re sorry for the delay in installing the Sims’ broadband. This was caused by mistakes we made in their original order and in a replacement order.’
It also credited them with £30 for a wireless dongle to use while they were waiting for service, gave them two months’ free broadband and reduced the cost of their broadband to £10 a month for 12 months (from £22).