After multiple online fault reports an engineer phoned, though it seemed that we were still to be left in limbo by JT with no phone and no hurry on their part. After raising an online complaint, a manager promised action – but we are still here incommunicado a week after losing our phone connection. Be ready and beware the fibre changeover.
DR ROBIN ENDEAN
Editor’s footnote: Pip Carpenter, head of commercial markets from JT, responded: Thank you for giving us the opportunity to respond to the points raised in Dr Endean’s letter. Firstly, I would like to apologise to Dr Endean for any inconvenience that this matter may have caused. It is never ideal to be without one of the ways of connecting with other people.
Unfortunately, with an island-wide roll-out of fibre broadband there are bound to be occasions when the equipment or the process does not work first time around. We work in partnership with the network provider to install JT Fibre to our customers and came together to resolve this issue as speedily as possible. I am pleased that Dr Endean is now able to receive calls on his landline once again and I would like to thank him for his patience while this matter was resolved.
I would also like to thank our friendly and well-trained customer service teams who go above and beyond to help our customers and I would urge anyone who does have an issue with their services to get in touch with us directly so that we can help them as quickly as possible.