BT says sorry as it takes months to connect Whiteley family

SORT IT OUT Sarah Taylor and her daughter Sophie Wearn are angry at BT delays. Picture: Ian Hargreaves  (123598-2)
SORT IT OUT Sarah Taylor and her daughter Sophie Wearn are angry at BT delays. Picture: Ian Hargreaves (123598-2)
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A FAMILY has told of their anger at BT taking months to provide them with a telephone or internet connection.

Sarah Taylor and her family moved to a new house in Whiteley in July.

But since then, a catalogue of errors from BT has led to mum Sarah, 34, spending hours waiting in for engineers that never show up and appointments being cancelled at the last minute.

It comes after daughter Sophie, 15, was diagnosed with osteosarcoma – a rare cancer mostly found in teenagers. She is now in remission.

‘You think when you beat cancer as a family, that you will be able to beat anything but this situation has really knocked us,’ she said.

‘I’m stressed, my children cannot do their homework or keep in touch with their old school friends, my mobile phone bill is through the roof – it’s a living nightmare.’

Dad Anthony Taylor, 37, works full time to support the family including children Shannon, 17, Sophie, Cameron Taylor, 12, and Lucas Taylor, five.

‘You can imagine with two teenage girls.

‘This is one of the worst situations you can have,’ said Mrs Taylor. ‘Their social life is in tatters.’

The situation has been made worse by poor mobile connection in the property.

Mrs Taylor said: ‘I have to keep my phone wedged against the window of my bedroom on the third floor and make a mad dash for it if I hear it ringing.’

Last month, Mrs Taylor’s mobile phone bill reached £180, through connecting to the internet and calling BT’s 0800 number – a number that is free from landlines but up to 33p per minute from a mobile.

Sophie is finding the situation especially hard as the cancer has left her with a club foot which means she finds it tiring to leave the house.

She said: ‘I’d love to speak to my friends on Facebook, I feel so left out.’

Even five-year-old Lucas says he misses out on homework set from his school.

After months of waiting a BT engineer visited the house to install a landline at the weekend, but there are still complications with the line meaning they cannot get broadband.

A statement from BT blamed the delays on an operational issue with the local exchange network, ‘created to support the expansion of Whiteley’.

The company apologised for the length of time the connection has taken and said it is working to provide a service quickly.