A woman from Cambridgeshire has told of her "horrible" experience of being without Internet for six months, after "absolutely diabolical" service from providers Now TV, Sky and BT's Openreach.
Anna Minett moved into her new flat in Littleport, near Ely, in September, before contacting BT's Openreach to fit in her new Internet and TV packages with Now TV, who are linked with Sky.
But months later, Anna claims the Internet service provider has still not managed to install the service despite a number of "empty promises" where they got permission to close her road twice and failed to show up.
On top of that, she claims that she's had to cancel her packages more than five times, and been asked to pay more than initially agreed.
Anna told the News: "It's been horrible. I've had to borrow my neighbour's Internet, who have kindly let me use it. I've asked to pay the bills for it, but they told me not to worry. I feel like a free loader.
"But I was without Internet for the first three months, which was really hard.
"I worked very hard to save my money and buy my first property, which is why it has been even more stressful. I've had to do this all by myself.
"The service of Now TV and Sky has been absolutely diabolical. Technically you cannot complain direct to Openreach, you must go through your provider – but they do not seem to want to help me."
Anna moved into her new property in September 16, 2017 – where she ordered her £40-a-month Internet and TV packages with Now TV the next day.
After three visits to her property over the course of a few months, Openreach found that the mast outside her flat was full – so there were no line connections left for her.
The company needed to do underground work to create some more line connections on the mast.
However, Anna claims that the company closed the road two times, on Sunday, January 14, and Sunday, February 11.
The first time, she says, despite getting permission from the council, Openreach did not show up.
The second time, the "wrong" Openreach team turned up.
The company gave Anna a £15 discount for her troubles and told her that it could take several months more to book another road closure with the council.
But the issue was compounded after she had to reorder her package with Now TV more than five times because the company cancels the order after 30 days if it fails to connect.
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Anna says the staff on the phone had given her a number of "empty promises".
"'We will get back to you on x date and call you at this time', 'we can promise the problem will be fixed this time' – words do not mean a lot as none of this happened," she said.
Since these issues, she said she has been transferred to the 'customer priority' unit at Sky, who she says have offered her even more empty promises and has been asked to order her Internet via Sky instead of Now TV in order to keep her order 'fluid'.
This meant that the discount would no longer be on offer and that she had to pay almost £50.
Sky also told her that she would be better off choosing another supplier. "Could this not have been communicated to me months ago?" she said.
"I am completely stuck at what to do now, as Sky/Now TV are so unwilling to help."
What do the providers say?
A spokesman from Openreach said: "Anna will need to contact her communications provider to request a connection for a service.
"Openreach are currently working with the council to agree a date for the work to go-ahead.
"The work is complex and time-consuming.
"The engineering job will require a road closure, three way traffic lights and early Sunday working."
A Sky spokesperson said: "NOW TV has addressed the issue with the customer and is working with Openreach on a timeline for delivery”.
After the News contacted Sky it is understood that the company has apologised to Anna for the inconvenience and has offered her six months complimentary Sky TV service. She has also been offered telephone and broadband service at a reduced rate.
The company plans to continue to work with Openreach for a solution to Anna's Internet nightmare.