Dorchester: Elderly couple without phone, TV and internet

Jenny and Ray Chapman, both 83, live in Jubilee Court, Poundbury, and have been left without communication and until recently, TV services, which they rely upon since they moved into their first floor flat in August.

Mrs Chapman said it was a ‘distressing situation.'

She added: “It’s worse than going through lockdown again, when at least we could keep in touch with family and friends - and watch TV.”

The couple moved to Jubilee Court from Melrose Court in Poundbury and as Sky supplied Mr Chapman’s landline, broad band and TV for the past six years, the couple saw no reason to switch.

An engineer from Openreach arrived to connect them, but it was then the couple received the bad news that the engineer was unable to carry out the work until a new fibre optic cable was installed. They were given assurances this would be done within two weeks.

Ray and Jenny Chapman (Image: Alfie Lumb) Mrs Chapman said: “It’s utterly stupid. We’re two 83-year-old people who shouldn’t be left without a phone. I’m worried for my husband, who is a blue badge holder and doesn’t go out a lot has always relied on his newspaper subscription service on his tablet, but now he just gets up and goes back to sleep because there is nothing to do.

“My son lives in America and he is tearing his hair out and not being able to talk with me. We’re always close and we rely on the internet, but we’ve lost that contact.”

Mrs Chapman was then informed by Sky later in September that, for work to be carried out, written permission was required for Openreach to carry out the work on her property.

This was done through email, which Mrs Chapman has little access too, because the broadband service hadn't been connected.

Sky TV was installed two months after the couple moved in.

Openreach then texted Mrs Chapman in early October to say that connection was scheduled for December 11 - a further 8 weeks to wait, before the order was cancelled two weeks later which the couple said was ‘devastating news’. 

She said: “Sky have since switched on the TV connection within the past two weeks, but we are still without landline or internet connection.

“I didn’t understand the problem at first, and don’t understand why it can’t be resolved."

An Openreach spokesperson said: “Two orders for Full Fibre broadband were placed, however, we needed permission to carry out works on their property.

"As we didn’t receive a response from Jenny and Ray, the orders were cancelled. Once they’ve placed a new order with their chosen service provider, we’ll work with them to get all the necessary agreements in place.”

A spokesperson for Sky said that the company had attempted to make contact with Mr Chapman nine times, but were unsuccessful, but now have managed to make contact with him, with Openreach confirming to Sky that the order is being expedited. The spokesperson added that Sky are aiming to complete the couple's installation 'as soon as possible' and will remain in touch with them to ensure the setup is smooth.