BT crossed wires over broadband

Having complained to BT that her internet had been down for 12 days, a widow in Mochrum finally got help yesterday - when an engineer came to repair her phone! Irene McCaig, who lives in the rural South Machars village of Mochrum, is incensed with the service she has received from BT Openreach, after her broadband went down on Saturday, September 10.

Despite numerous calls to her service provider, and the intervention of MSP Finlay Carson’s office, she received no help until yesterday morning (Thursday).

She said: “When the engineer arrived at 8.30am he thought it was a phone problem he was coming to!

“No one had mentioned it was my broadband although I had repeatedly told BT that.

“After checking, he discovered the fault was with the router. But he didn’t have another one with him as the engineers don’t carry them, and he didn’t know the broadband was the problem.

“The only help I got was from William Saunders, (MSP Finlay Carson’s press officer) who was great and kept in touch with me.

“But the engineer has gone again and I’m left now until someone comes back with a router for me and no one has given me a timescale for that.

“It’s ridiculous. It’s beyond a joke - they are useless.”

A BT spokesman said; “Following a fault report on 14 September, after remote tests were carried out an engineer was sent to investigate a suspected line fault affecting the customer’s broadband service. Following the visit, the fault was traced instead to a faulty router which we’ll replace tomorrow (Friday). We’re sorry for any inconvenience.”