The resident, who lives at the top of Godolphin Road, has been experiencing a complete outage of their BT fibre broadband service since July 26. They also report that 58 other properties in the area are also without broadband.
Due to the lack of a reliable internet connection, this has impacted the resident’s daughter’s ability to complete her degree coursework and is causing significant disruption to their daily life.
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In a desperate move to get online, the resident says he has spent £400 on a Starlink satellite internet kit. They have been in contact with a case handler from BT with an expected update this Friday (August 8).
However, the latest estimated date for a resolution to the problem is not until August 29.
The issue is believed to stem from a problem with the underlying cable infrastructure, which also affects other major providers in the area, including TalkTalk and Sky, as they each use the same network.
It has led to frustration among residents in Helston, specifically the region of Godolphin Road.
In a formal complaint, the affected resident shared their frustration with what they described as a “serious lack of updates and communication from BT” and “no visible progress made toward resolving the fault.”
“This has caused disruption to my work and personal life, especially as I rely heavily on internet access for both,” the resident said.
The resident has questioned why the issue has taken so long to resolve and what compensation they are entitled to for this prolonged disruption.
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Given the extended nature of the outage, the resident is also exploring their right to cancel their contract without a penalty due to the failure of BT to deliver the agreed-upon service.
BT has confirmed it is aware of the ongoing broadband service disruptions affecting residents and businesses in Helston.
In a statement, the company announced that engineers are scheduled to begin repairs on Friday to restore connectivity – albeit only temporarily.
A spokesperson said: “We’re aware of reports of disruption to broadband services in Helston. Engineers will start repairing 50m of damaged cable tomorrow (Friday) to provide temporary service to customers.
“We know how frustrating and disruptive it is to not have broadband, so we’ll get this done as quickly as possible. We’d like to thank residents for their patience.”