Gloucester firm frustrated by BT phone problems
ONE frustrated heating firm fears it may have lost work and that customers were left out in the cold due to a BT telephone line being out of action.
Some clients calling Hewer FM Ltd in Hatherley Road, Tredworth, were cut off a minute or two after dialling
Although the fault appears to have been fixed, the firm worries about the effect on the company.
Finance director Ian Leitch said: "We've had more than our fair share of grief with this problem over the past few months. It was sorted finally, we think on Friday, but it was not easy to resolve."
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He said the connection is from a service provided by BT Openreach.
But Mr Leitch's colleague, director Simon Hewer, said they couldn't deal with BT Openreach direct because their contract is with a middle man company.
"We have been chasing our provider as hard as we possibly can, and they appear to be chasing BT Openreach but the problems continued and our customers struggled to contact us," he said.
"I have been advised that I cannot talk to anyone at BT as they won't take my call as I am not their customer.
"As a company, we provide essential services to repair and maintain heating and electrical services to more than 25,000 homes, we also provide this service to many nursing and care homes.
"As you can imagine, being without telephone lines has, and is, causing our customers and ourselves considerable stress and frustration, especially at a time when the weather is cold."
A BT Open Reach spokeswoman apologised for the inconvenience.
"This fault appears to have been an intermittent and complex fault to resolve and Openreach engineers worked on this issue a number of times," she said.
"Openreach provides communication services to all communications providers on an equal basis. They have dedicated contact points within Openreach if they need any assistance on behalf of their customers. However, due to the concerns raised by this business, we will look into what has happened. Openreach strives to keep communication providers fully informed so that they can then keep their customers fully up to speed."