Cannich couple calls BT out over new phone delay that has hit trade
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An Inverness-shire couple have been left hanging on for a new landline from BT - for three months.
And during this period, they have twice been billed by BT for the phone service they don't have.
Nicole and Bradley Collins have been running Cannich Store since coming to the Inverness-shire village from Australia in 2014, and now also run a popular hot food food takeaway there.
But the lack of a landline is hitting business hard said Nicole especially the food orders from local people and visitors staying at the campsite.
Their problems began back in the summer when they gave up the PO office side of their Spar store because of "serious issues" with that company.
The shop and PO landline was in the PO name so they tried to transfer the number to their names.
Nicole said: "I spoke to the PO about retaining the landline and they said it was best to speak to BT. Towards the end of September I rang them several times and eventually was told we were being were being sent a new digital icloud phone and it duly arrived.
"It then transpired that despite being promised a seamless transition, our router was incompatible with the digital phone.
"BT said a new router would be sent to us, but over three months later we are still waiting. I was told numerous times the sending of the router would be expedited. In total I probably spent 80 hours on the phone with BT."
And this included a "you couldn't make it up" moment when BT rang her mobile and and moaned that they couldn't get hold of her on the landline!
The couple eventually sought the help of the Ombudsman but this process was quite slow, so they are now switching to a new supplier.
A BT spokesperson said: "We're sorry for the delays in updating the customer's service. While they awaited a new digital phone line, their old analogue line has still been usable, but there was a miscommunication, and they haven't had a phone connected to it.
"We have discussed this further with the customer and we'll now offer to cover the line rental for the three months they were impacted and for the cost of the extra handset."
The enterprising couple's takeaway menu includes skin-on hand cut chips and a range of pies "handmade on the premises to old family recipes" and promising "that unique taste that makes pies an Australian national icon." They include kangaroo and ale, potato topped beef, chunky minted lamb and satay chicken.
