A retired couple have been left outraged after their telco provider failed to restore their phone line after a storm caused it to be disconnected.
Pensioner Diane Woodward and her husband Neville have been waiting for a month for Optus to restore the connection with the telco doing little to support the couple.
Speaking to Channel Nine’s A Current Affair Diane explained Optus told them to go elsewhere as they were unable to fix the problem.
In an email to Diane Optus said the company doesn’t “have a time frame for the issue to be fixed”, suggesting “you may consider looking for a different provider”.
Pensioners Diane and Neville Woodward aren't asking for much… just a phone that works. Their landline was wiped out in a storm, and a month later they're still waiting for help.#9ACA | WATCH THE FULL STORY: https://t.co/J1CjvFuqgp pic.twitter.com/9CnteDdmq9
— A Current Affair (@ACurrentAffair9) November 14, 2018
After being loyal customers for 20 years, the worried woman said she doesn’t understand why Optus can’t solve the problem that is causing them much distress.
“All I want is my landline back so I can speak to the outside world. I just want my phone. That’s all I want,” she told A Current Affair.
“I cannot understand it at all. and nobody seems to be able to inform us as to why it’s so hard. Nobody seems to know what it is.”
According to Diane, Optus did come out and fix the modem that was apparently fried. Then an NBN technician came and changed their box. But still, they have no phone line and no way to call for help.
“We both have medical issues, Neville has a heart problem and we need to have a landline which easy for us,” she explained to A Current Affair.
The couple’s daughter Kim Dunn is equally as frustrated by the chain of events, describing it as an “absolute mess”.
“I’m very angry no one is listening,” she said on the Channel Nine program.
“They are in their 70’s, they don’t need this, they shouldn’t have to rely on a mobile. They have always had a landline and this is what they want.”
After A Current Affair contacted the company, an Optus spokesperson told the program they have apologised and will fix the problem immediately.
“We have apologised to Mr and Mrs Woodward and expect their connectivity will be restored by tomorrow,” Channel Nine reported on Wednesday night.
We are proactively contacting Mr and Mrs Woodward to check in with them on the service and to ensure their service is working well for them in the future.”
Meanwhile a NBN spokesperson told A Current Affair the couple’s telephone service is not being delivered by NBN Co.