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Twelve BT engineers fail to fix Staffordshire man’s broadband

Thursday, September 25th 2014 by Hannah Langston

A Staffordshire man has had 12 BT engineers visit his home in five months, to no avail, after his internet connection collapsed unexpectedly.

Michael Challenor, a joiner from Lichfield, should be able to have a download speed of up to 17Mbps and was receiving around 3Mbps until April, when the speed suddenly dropped to .01Mbps.

As a result, he is unable to even load a webpage on his computer, and cannot use his YouView box to watch TV as the service requires an internet speed of at least 3Mbps.

Mr Challenor told Cable.co.uk he’d had around a dozen engineers visit but none of them had been able to resolve his issue. “One engineer said he couldn’t see what the other engineer had done before him. They all tried different things. Some have been twice and replaced equipment.

“The last engineer came three weeks ago. He said it’s a line fault and he can’t progress until it’s fixed,” he told us.

“There seems to be a communication problem at the call centre in India. My previous notes have been lost and they keep fobbing me off all the while.

“There is a lack of communication between engineers and BT itself. I tried to complain but they just say ‘we’re looking into it’.”

Mr Challenor told us he’s had to take time off work to accommodate the engineers.

“My boss is not happy. It’s an inconvenience to keep coming home from work in the day and taking whole days off,” he said.

He also has two teenage sons who need to use the internet for their studies. “At the moment we’re using mobile internet but the signal’s not brilliant,” he told us. “Meanwhile, I’m paying for a service that’s not there”.

Mr Challenor pays £50 per month for his broadband, a well as a calls package and YouView TV.

“They won’t pay money back until the service has been corrected. I always hope the next engineer will sort it,” he added.

“At the end of the day I just want broadband that works and to get my money back for the service I’ve lost.”

A BT spokesperson would not comment on Mr Challenor’s case. However, after being contacted by Cable.co.uk a representative has since called Mr Challenor to explain they are planning to install a new line into his property.

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