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Family left for five weeks with no telephone line

By The Cornishman  |  Posted: January 10, 2013

  • Alison Johnson of Hayle with her son James, a laptop, and a phone line that doesn't work. CIoSP

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TWO Hayle youngsters could not talk to their father overseas at Christmas after a phone line fault cut off their access to the internet for five weeks.

Alison Johnson, 50, a sales administrator in Hayle, is at her "wits' end" after numerous calls to BT, which provides her phone line.

The mystery problem, which has left her without phone or internet, was not fixed, and her children James and Rebecca were not able to e-mail, Skype or talk to their father, who lives abroad, over the festive season.

They were also unable to contact other members of their extended family, and had trouble revising for GCSE and A level exams they will be sitting soon.

Miss Johnson said: "I am at my wits' end as BT seems powerless to fix the fault.

"I have had no landline for five weeks and there seems to be no end in sight.

"BT has apologised and keeps telling me it is the weather – but we have not experienced any flooding in this area.

"Their customer service is non-existent and I am seriously frustrated in my attempts to get them to give me an honest reply to my question, when will it be fixed?"

After being contacted by The Cornishman, a spokesman for BT apologised for the delay and said the company would be sending an engineer to try and fix what had been a complicated problem, on Tuesday.

The fault started in early December and by the 4th, the family had no access to the phone line.

Miss Johnson called the telecom provider that day, but it was not until nine days later that an engineer was sent out to look at the problem.

Luckily, a friendly next door neighbour has been allowing the Johnsons to sign in to her broadband, but although this has been a help, the signal has been weak and patchy.

Spokesman for BT, Jason Mann, said engineers had carried out a repair to an underground cable, but it was then discovered they also needed to work on a phone pole on private property.

He said: "We are sorry for the delay. An engineer will visit today (Tuesday) and hopefully he will gain the necessary access to this pole."

He added that the majority of faults were repaired "very quickly" by the end of the next working day, after the problem was reported.

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