St Martin’s Islanders Unhappy At ‘Appalling’ BT Customer Service

telephone box st martinsBT says they don’t know when all St Martin’s residents will have their phone service restored.

Islanders have been without the ability to make calls since Friday because there’s no dial tone when they pick up their handsets.

There’s varying opinion on the scale of the problem.

BT’s press office claim that only six users are without service, but their biggest customer on the island, Churchtown Farm’s Ben Julian, believes that most St Martin’s numbers are out-of-action.

And BT is being slated for their poor customer service.

Ben says he pays for a BT contract that recognises the importance of restoring their eight phone lines to his business. But despite their service level agreement, BT has not contacted Churchtown Farm to explain how they will be rectifying the fault.

Ben says the priority service level that they pay for doesn’t seem to mean much on an off-island.

Luckily, Churchtown Farm has its own contingency plans for call handling for Scent from the Islands that doesn’t rely on landlines.

Jen Frank, the Sub-Postmaster at St Martin’s Post Office, says she left her mobile number with BT over the weekend but nobody has called her back.

Both Jen and Ben have internet access and Jen says Post Office card payments are working as is her fax machine, but her suppliers have been unable to contact her.

Ben understands that part of the problem is that the islands’ engineer is on holiday. He says there are very few other staff in the country who understand the technology used to deliver telephony over the microwave link to St Martin’s. And he says he’s relieved this hasn’t happened in December, the flower farm’s busiest period.

Jen says she just wants the service back on and even though diverting calls to mobiles will cost her extra money, she feels complaining to BT and asking for compensation will be pointless.

BT’s level of communication with customers hasn’t impressed some islanders recently.

Last month BT’s repeated explanation that the unworkably slow internet access was due to visitor usage was met with derision after engineers revealed that an exchange fault was really to blame.