Mum’s fury as BT cut off her home internet for 11 weeks

Sarah Harman 44 with her children Isabel 11 and Max Harman, 10  who have had problems with their BT internet ''Picture: Paul Jacobs (151004-3)
Sarah Harman 44 with her children Isabel 11 and Max Harman, 10 who have had problems with their BT internet ''Picture: Paul Jacobs (151004-3)
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MUM Sarah Harman was left furious as BT cut off her line and left her family without internet access for 11 weeks.

With her 11-year-old daughter Isabel undertaking exams and unable to revise, stress levels were running high until BT switched on the line again after much argument and wrangling.

The whole reason I’m angry is that there is no real customer service.

Sarah Harman, of Johnson View, Whiteley

Mrs Harman, 44, of Johnson View, Whiteley said she was disgusted by BT’s customer service and its slow response.

She said: ‘It was honestly 11 weeks of misery for me and my family.’

BT had initially offered Mrs Harman £30 as compensation, however, she felt that such a small offer was insulting at best.

Since being contacted by The News on her behalf BT has investigated the issue and has apologised to Mrs Harman.

A BT spokesman said that the delay was ‘due to a system error’ and offered her £180 as a goodwill gesture.

Mrs Harman said: ‘The £180 was my out-of-pocket expenses, not compensation, but at least I’ve got what I’ve had to spend out back.

‘If I had the option of going to another provider, I would do.’

Mrs Harman said she was also unhappy with the speed of her connection and its reliability – a common problem in Whiteley.

She said: ‘It’s still quite rubbish, hopefully they can have a look at it and see if they can improve it.’

BT have committed to sending an engineer to the Harman family home in order to check the broadband speed.

But Mrs Harman is still exasperated with the company and her dealings with its customer service representatives and she wanted to warn others.

She said representatives were, on occasion, unintelligible on the phone and frequently only added to her frustrations.

She said: ‘The whole reason I’m angry is that there is no real customer service.’