Janette’s eight-month phone saga is over
Sitting comfortably
WE would like to thank you for all you’ve done to resolve our issue with the furniture company. Before your intervention we were getting nowhere. – Ann Jarret, Arbroath.
Refund joy
MANY thanks for your help in resolving the problem I had with the mail-order company. I have received the refund cheque after six months. – Jean Owston, York. email your address and daytime/mobile number to
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(please include SAE). MOVING into a newbuild home is always a time of great excitement.
However, that feeling was soon swept away for Janette Miller – to be replaced with one of despair.
Janette moved into her newlybuilt flat in Lenzie last October and set about getting a phoneline connected there.
A straightforward task, she thought. How wrong she was.
Six months after initially contacting BT she was still waiting.
Janette was the first resident to move into the new building, yet she’d witnessed more new residents arrive and get their phonelines ahead of her.
Overtimeshewastoldthedelay was due to BT having to lay new cables and having to wait for traffic management to be able to do this. Plus there was a problem with blocked ducts.
Ja n e t t e says she was understanding of this as BT kept telling her she was a‘high priority’ andweretryingeverythingtohelp resolve this.
Thestrawthatbrokethecamel’s back came at the end of May, when one of Janette’s neighbours – who only moved into the property in March – had his BT line connected and another was promised connection the following day.
So last month Janette emailed Raw Deal telling us she felt she was constantly being fobbed off and didn’t know who else to turn to.
We contacted BT and, thankfully, they soon had this sorted.
Getting mobile
THANK you very much for your assistance in regard to my problem in obtaining the correct documents for my mobility scooter. The company has now sent these.
Briefly outline the problem and how you would like it resolved.
A spokesperson told us: “There were some massive engineering challenges with getting the infrastructure in place.
“After initial permission for roadworks and temporary traffic lights was secured, engineers found significant blockages in underground plastic piping ( duct) and, despite trying everything, these obstacles proved insurmountable.
“This meant going back to the drawing board and seeking the relevantpermissions toinstall 150 metres of new underground duct on a busy main road.
“We are very aware of the frustration caused to local residents who were still awaiting service – for which we apologise – and we did everything we could within the constraints to move it forward. Unfortunately it has been a lengthy process.
“MrsMillerhasbeenconnected and a credit of £122.43 made to her account to say a big sorry for the delay in provision of this service.
“I understand Mrs Miller accepted this offer and the complaint is now resolved.”
Janette said: “I finally got my phone and broadband service connected on Friday, June 20, meaning I waited eight months – all but a week – for the service.
“Many thanks for your intervention. I just wish I’d contacted you sooner.”
Charge dropped
THE media company have now waived the early-termination charge for phone and broadband. Many thanks, I was getting nowhere fast. – Elizabeth Pearson, Barnsley.
Bill of rights
I GOT a letter from the phone company telling me my bill is now zero. I take this as the end of the fiasco. Many thanks for your help. – A. Jamieson, Tweedmouth.
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