Partly Cloudy

Partly Cloudy

max temp: 22°C

min temp: 13°C

ESTD 1874 Search

Orford: BT under fire over its customer service following loss in broadband

06:00 26 February 2013

BT has come under fire for its customer service after broadband connection was lost in Orford and the surrounding area

BT has come under fire for its customer service after broadband connection was lost in Orford and the surrounding area

Archant

COMMUNICATIONS giant BT has come under fire for its customer service after parts of a village and surrounding area were left without a broadband connection for a week.

shares

Certain homes and businesses in Orford, near Woodbridge, could not access the internet or send or receive emails for around seven days.

Liz Ferretti, from nearby Gedgrave, is a freelance writer and missed a deadline for sending her magazine to publishers. “The connection has never been great and it’s still not perfect,” she said. “The first time I spent a good hour and a half on the phone with BT trying to find out what was going on. A few days later when nothing improved I phoned again and they hadn’t even logged that I had a technical fault. That’s what has been so annoying. It took them days to acknowledge there was a serious issue. They kept suggesting it was my router even though I said other homes were also having problems and it was unlikely all routers had gone wrong at the same time.

“You would think if they were receiving a lot of calls from the Orford area informing them of difficulties there would be a way for them to flag it up so they could identify a wider problem.”

The broadband connection was lost on Wednesday, February 13 and not restored until the following Tuesday.

Philip Reed, a freelance writer and editor, works largely from his home in Orford but had to travel to his office in London to access emails.

“I only joined BT broadband three weeks ago so when I contacted them on the Wednesday and suggested it was the router I thought it was perfectly plausible,” he said. “We were asked to wait 24 hours but nothing improved so we called them again and they sent out a new router. However, for whatever reason, that didn’t arrive until the Monday. Things were still no better and it took them until the next day to admit it was a wider problem. Sine then I’ve heard nothing - not even an apology.

“What annoys a lot of us is that we are paying the same as the rest of the country - as you would in Ipswich and London - yet we are receiving an inferior service.”

Suffolk Coastal MP Therese Coffey is now taking up the matter and pursuing it with BT.

A spokesman for the company said: “When we investigate faults such as this our agents follow the processes for solving these issues. On these cases the problems were not being shown as being connected to any major outages so the next thing that is carried out is to change the router.

“We would of course like to apologise if anyone felt that they did not get good service from us during this period.”

shares

1 comment

  • Dont pay your bill that will wake them up.

    Report this comment

    User Removed

    Sunday, March 3, 2013

Lord Deben John Gummer, Christine Block, from Deben Estuary Partnership, Karen Thomas, from Water Management Alliance, Graham Henderson, from DEP, Simon Amstutz, from AONB, Therese Coffey MP, David Kemp from the Environment Agency, and Suffolk Coastal District Councillor Andy Smith gathered to launch the Deben Estuary Plan.

Three years of work have created a new community-led blueprint to protect and manage one of Suffolk’s treasures, the River Deben estuary

Detectives investigating a burglary at a home in Colchester have issued an efit of a man they would like to identify in connection with the incident.

Age UK is looking for volunteers to take part in a video

Bosses at Age UK Suffolk are looking for 10 older people to take part in a new promotional video that is being made to show off the work of the charity.

An Abellio Greater Anglia train at Colchester

Rail delays at Colchester have been caused by a broken down train.

Rendlesham Care Centre rated ‘good’ by CQC (L-R) Danielle Brown, Administrator; Liz Slight, Home Manager; Maxine Crisp, Carer; Fabian Lossa, Carer; Rachael Last, Receptionist

Rendlesham Care Centre was found to provide a safe, effective, caring, responsive and well-led service according to the CQC report.

A diversion has been put in place

Severe traffic delays in Chelmsford have been caused by a traffic collision.

Woodbridge Carnival fireworks 2015.

People in an east Suffolk town are being asked to vote with their cash if they want a fireworks display next year.

Station Hill in Bury St Edmunds, which is being redeveloped.

Plans for more than 100 flats near the train station in Bury St Edmunds - an area of the town that is earmarked for regeneration - have been recommended to be refused.

Suffolk Coastal MP Dr Therese Coffey (centre) with members of her team and Fern Howard (left) from the Alzheimer’s Society

It follows a visit by the Alzheimer’s Society, who run the Dementia Friends scheme, to help Dr Coffey and her staff understand the effect of dementia on everyday lives.

Lifeboat

Coastguard services were called to rescue a teenager in Corton, near Lowestoft yesterday evening.

Most read

Most commented

Topic pages