Mortlake business under threat after phones wrongly cut off following family death

This Is Local London: Michael Sullivan; left angered Michael Sullivan; left angered

A business owner was left hung up when his phone line was cut off for four weeks after his cousin who ran the business died.

Michael Sullivan, 50, was left angered after British Telecoms (BT) cut off the phone line to M Sullivan Metals in Mortlake in November, despite Mr Sullivan calling them and asking them not to.

The metal yard, which has been in operation for more than 40 years, was set up and run by Mr Sullivan’s father, Mick, until his death in 1998 then by his cousin, Daniel, who died in October.

BT told Mr Sullivan they could not fix the phone line until December 11, five weeks after he had contacted them.

Mr Sullivan, who lives in North London, said: "It has had a disastrous effect on the business and we have not been able to properly operate.

"When they cut off the phone line it goes into a melting pot so you are not guaranteed to get it back again.

"People have been coming in saying ‘We thought you had closed down’.

"So for anyone that has a sadness of losing somebody because of their daft systems and pathetic bureaucracy they will be at risk of losing a phone line they have had for years and years."

After BT was contacted by the Richmond and Twickenham Times, they restored the phone line and it was back up and running on Wednesday, December 4.

A BT spokesman said: "A charge would normally apply but has been cleared as a gesture of goodwill for the family during this unsettling time."

M Sullivan Metals on Lower Richmond Road is open for business as usual.

Their phone number, which has now been restored, is: 020 8878 3393.

 

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Comments (2)

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12:39pm Fri 6 Dec 13

kingstonpaul says...

BT did this to me three years ago, admitting they were at fault. Trying to get them to re-connect me took me into a malevolent and dante-esque world of bureaucracy, officiousness, call centres queues, procedures designed so that no one takes responsibity for dealing with the problem.
It was only when I contacted the CEO about the matter that wheels started turning. People, one of the most valuable sites on the web is ceoemail.com. Use it, take your complaint right to the top instead of dealing with robotic jobsworths.
BT did this to me three years ago, admitting they were at fault. Trying to get them to re-connect me took me into a malevolent and dante-esque world of bureaucracy, officiousness, call centres queues, procedures designed so that no one takes responsibity for dealing with the problem. It was only when I contacted the CEO about the matter that wheels started turning. People, one of the most valuable sites on the web is ceoemail.com. Use it, take your complaint right to the top instead of dealing with robotic jobsworths. kingstonpaul

6:56pm Sun 8 Dec 13

metis says...

Agree with Kingston Paul. BT are a mess. Big corporate telecoms not much better. There are plenty of ex-BT engineers around who will do a better job much cheaper.
Agree with Kingston Paul. BT are a mess. Big corporate telecoms not much better. There are plenty of ex-BT engineers around who will do a better job much cheaper. metis

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