Ar y lein Y Byd ar Bedwar
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Transcript
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-Subtitles | 0:00:00 | 0:00:00 | |
-Subtitles - -Subtitles | 0:00:00 | 0:00:02 | |
-BT is Britain's leading -telecommunications company. | 0:00:02 | 0:00:06 | |
-It connects homes and businesses -across the country... | 0:00:06 | 0:00:09 | |
-..and makes billions every year. | 0:00:09 | 0:00:11 | |
-But there are complaints -about the quality of its service. | 0:00:11 | 0:00:15 | |
-Tonight, we talk to people... | 0:00:15 | 0:00:17 | |
-..left without a phone line -for over three weeks. | 0:00:17 | 0:00:20 | |
-It isn't good enough. | 0:00:20 | 0:00:22 | |
-We pay like everyone else -but we don't get the service. | 0:00:22 | 0:00:25 | |
-Others are still waiting -for superfast broadband. | 0:00:26 | 0:00:29 | |
-BT has to give a definite answer -about what is happening and when... | 0:00:29 | 0:00:33 | |
-..so that we know where we stand. | 0:00:34 | 0:00:36 | |
-And we hear the reaction of BT's new -director in Wales to the complaints. | 0:00:36 | 0:00:42 | |
-Are you forgetting -Welsh rural areas? | 0:00:42 | 0:00:45 | |
-Not at all. | 0:00:45 | 0:00:46 | |
-The Superfast Cymru scheme -is aimed at Welsh rural areas. | 0:00:46 | 0:00:52 | |
-For three weeks over Christmas... | 0:00:58 | 0:01:00 | |
-..Mike Jones feared -that his business was on the line. | 0:01:00 | 0:01:04 | |
-After a car crash near his garage... | 0:01:04 | 0:01:07 | |
-..Pentrebach near Lampeter -lost its telephone connection. | 0:01:07 | 0:01:11 | |
-They told me that they could -probably repair it before Christmas. | 0:01:12 | 0:01:16 | |
-I had to wait until that date came. | 0:01:17 | 0:01:21 | |
-It didn't happen. | 0:01:21 | 0:01:22 | |
-The Christmas period came. | 0:01:22 | 0:01:24 | |
-We were phoning them every day... | 0:01:24 | 0:01:27 | |
-..but the date changed -every time we phoned them. | 0:01:27 | 0:01:31 | |
-The business had no phone -or Internet connection... | 0:01:32 | 0:01:35 | |
-..and the card payment machine -didn't work. | 0:01:35 | 0:01:38 | |
-According to the owner, -he has 400 customers daily... | 0:01:38 | 0:01:42 | |
-..but the number dropped to 70 -during this period. | 0:01:42 | 0:01:46 | |
-Customers couldn't understand -what was wrong. | 0:01:46 | 0:01:49 | |
-We told them it wasn't our fault, -but many wouldn't have it. | 0:01:50 | 0:01:54 | |
-We had to go out to the pumps... | 0:01:54 | 0:01:57 | |
-..to tell people -that we could only take cash. | 0:01:57 | 0:02:00 | |
-Not many people -carry cash with them nowadays. | 0:02:00 | 0:02:04 | |
-When a lorry driver pulls in, -he fills up with 300-400 litres. | 0:02:04 | 0:02:09 | |
-He doesn't carry that much cash -in his pocket. | 0:02:09 | 0:02:12 | |
-He says that turnover -was 200,000 down... | 0:02:14 | 0:02:18 | |
-..in the three weeks -when the service was down. | 0:02:18 | 0:02:21 | |
-Elin Jones is the Assembly Member -for Ceredigion. | 0:02:22 | 0:02:25 | |
-After hearing several complaints -from her constituents... | 0:02:26 | 0:02:30 | |
-..she contacted BT to seek answers. | 0:02:30 | 0:02:33 | |
-Elin, how are you? | 0:02:34 | 0:02:35 | |
-Elin, how are you? - -How are you, Mike? | 0:02:35 | 0:02:37 | |
-You've had a hard time here. | 0:02:37 | 0:02:39 | |
-Over Christmas, we have, yes. | 0:02:39 | 0:02:41 | |
-BT didn't start to fix the problem -in Pentrebach for over two weeks. | 0:02:43 | 0:02:48 | |
-Elin Jones -feels that's far too long. | 0:02:48 | 0:02:51 | |
-They didn't have to find -the cause of the problem. | 0:02:53 | 0:02:56 | |
-There was an accident. The line -was down because the pole was down. | 0:02:56 | 0:03:01 | |
-They knew that, and it should -have been sorted far quicker. | 0:03:01 | 0:03:04 | |
-But Mike Jones -wasn't the only one to suffer. | 0:03:05 | 0:03:08 | |
-Many villagers -are waiting for answers from BT. | 0:03:08 | 0:03:12 | |
-Once the Christmas period was over -and the line still wasn't fixed... | 0:03:13 | 0:03:18 | |
-..this community lost all faith -and all sympathy with BT. | 0:03:19 | 0:03:24 | |
-I went to BT's Cardiff HQ to meet -the company's new director in Wales. | 0:03:26 | 0:03:31 | |
-I wanted to ask Alwen Williams about -the complaints and about her vision. | 0:03:32 | 0:03:37 | |
-What do you want to do for BT -and for BT's customers in Wales? | 0:03:38 | 0:03:43 | |
-I think that the important thing -is to create a digital Wales. | 0:03:43 | 0:03:47 | |
-To enable the people of Wales -to do business... | 0:03:47 | 0:03:51 | |
-..and to benefit from a superfast -broadband network in their homes. | 0:03:52 | 0:03:57 | |
-What's her response -to a garage owner... | 0:03:57 | 0:03:59 | |
-..who didn't even benefit -from a phone line? | 0:04:00 | 0:04:03 | |
-He has lost 200,000 -during that period... | 0:04:04 | 0:04:07 | |
-..because people couldn't pay -to use his petrol station. | 0:04:07 | 0:04:11 | |
-What do you say -to someone like Mike Jones? | 0:04:11 | 0:04:14 | |
-Unfortunately, -things like this can take time. | 0:04:14 | 0:04:17 | |
-The pole was on a road -where the speed limit is 60mph. | 0:04:18 | 0:04:21 | |
-In order to ensure -the safety of our engineers... | 0:04:21 | 0:04:26 | |
-..we had to work -with the local authorities... | 0:04:26 | 0:04:30 | |
-..to have traffic lights in place -to make sure everyone was safe. | 0:04:30 | 0:04:35 | |
-So it's the local authority's fault? | 0:04:35 | 0:04:36 | |
-So it's the local authority's fault? - -It's nobody's fault. | 0:04:36 | 0:04:38 | |
-Unfortunately, -these things can take time... | 0:04:38 | 0:04:41 | |
-..as was the case in Pentrebach. | 0:04:41 | 0:04:44 | |
-A business has lost 200,000 -in that period. | 0:04:44 | 0:04:47 | |
-It's someone's livelihood, -and you're responsible for it. | 0:04:47 | 0:04:51 | |
-We have processes in place to pay -compensation when BT is at fault. | 0:04:51 | 0:04:56 | |
-As I said, -it's possible for any customer... | 0:04:56 | 0:04:59 | |
-..when the service has been down... | 0:04:59 | 0:05:02 | |
-..to send us a letter -and claim that compensation. | 0:05:02 | 0:05:06 | |
-BT offered Mike compensation -of just 2 per day. | 0:05:08 | 0:05:12 | |
-Last year, BT made a pre-tax profit -of 2.6 billion. | 0:05:12 | 0:05:17 | |
-It's odd -that they make so much money... | 0:05:19 | 0:05:22 | |
-..and offer me so little -for what I've lost. | 0:05:22 | 0:05:25 | |
-We went out with BT Openreach staff -in the Brecon area... | 0:05:27 | 0:05:32 | |
-..to see what faces them -when car crashes damage poles. | 0:05:32 | 0:05:36 | |
-It's quite a job to put a pole up. | 0:05:39 | 0:05:41 | |
-We have traffic light contractors, -contractors with the pole... | 0:05:42 | 0:05:46 | |
-..and people to reconnect the wires -to restore the service. | 0:05:46 | 0:05:50 | |
-Openreach engineers in Wales -deal with 32,000 cases every week. | 0:05:52 | 0:05:57 | |
-According to their project director -in Wales, the work isn't easy. | 0:05:58 | 0:06:02 | |
-People just expect them -to replace poles and fix wires. | 0:06:03 | 0:06:06 | |
-If people came out -and saw how much work... | 0:06:06 | 0:06:09 | |
-..and how much of a headache it is -to do this day after day... | 0:06:09 | 0:06:14 | |
-..they might mind less about waiting -a few days or a week or two... | 0:06:14 | 0:06:18 | |
-..for their phone lines -to be restored. | 0:06:18 | 0:06:21 | |
-The village of Staylittle in Powys. | 0:06:23 | 0:06:25 | |
-There's no reliable -mobile phone signal... | 0:06:26 | 0:06:29 | |
-..or superfast broadband -available here. | 0:06:30 | 0:06:32 | |
-Villagers like Alwena Pugh -rely on landlines for communication. | 0:06:35 | 0:06:41 | |
-But last August, a bolt of lightning -led to a problem for local people. | 0:06:41 | 0:06:46 | |
-We were without a phone -for over three weeks. | 0:06:47 | 0:06:50 | |
-When it did come back, -it was working off and on. | 0:06:50 | 0:06:54 | |
-You couldn't rely on it. | 0:06:54 | 0:06:56 | |
-At the time, her husband was ill -and travelling back and forth... | 0:06:57 | 0:07:01 | |
-..to Morriston Hospital, Swansea, -for treatment. | 0:07:02 | 0:07:05 | |
-It was vital at that time -that we had a phone. | 0:07:06 | 0:07:09 | |
-He had just changed over -to tablet-based chemotherapy. | 0:07:09 | 0:07:13 | |
-If there were any problems -or if any changes were needed... | 0:07:13 | 0:07:17 | |
-..they would let us know by phone, -but the phone wasn't working. | 0:07:17 | 0:07:21 | |
-But Alwena Pugh's work -also depends on the phone. | 0:07:23 | 0:07:27 | |
-Hello, Alwena. | 0:07:28 | 0:07:29 | |
-I'll pop up now in a minute -just to see if you're OK. | 0:07:30 | 0:07:33 | |
-OK, take care. -I'll be there in a bit. | 0:07:34 | 0:07:36 | |
-Bye. | 0:07:36 | 0:07:37 | |
-She cares for a disabled woman -who's confined to a wheelchair. | 0:07:40 | 0:07:44 | |
-The house phones are -their only means of communication. | 0:07:44 | 0:07:48 | |
-It's so ridiculous not being able -to get you when I need you. | 0:07:48 | 0:07:52 | |
-But this isn't the first time -that this has happened to her. | 0:07:53 | 0:07:57 | |
-It's the same story every time. | 0:07:57 | 0:07:59 | |
-If the line's down, -it's not down for a day or two. | 0:07:59 | 0:08:03 | |
-It's weeks, -and that's what angers me. | 0:08:03 | 0:08:05 | |
-Complaints are on the increase. | 0:08:06 | 0:08:09 | |
-Last year, 37% of those -who got in touch with BT... | 0:08:09 | 0:08:12 | |
-..about their phone line -wanted to complain. | 0:08:12 | 0:08:16 | |
-That was up on 22% in 2012. | 0:08:16 | 0:08:18 | |
-Once again, I apologize. | 0:08:19 | 0:08:20 | |
-Three weeks is a long time -to be without the phone. | 0:08:20 | 0:08:24 | |
-Is there anything you can tell her -apart from apologizing? | 0:08:24 | 0:08:28 | |
-Sometimes, incidents like this, -especially storms, unfortunately... | 0:08:28 | 0:08:33 | |
-..do cause a lot of damage. | 0:08:33 | 0:08:35 | |
-Not just to the cables, -but in the exchanges as well. | 0:08:36 | 0:08:40 | |
-I'm not sure of the details... | 0:08:40 | 0:08:44 | |
-..the exact details... | 0:08:44 | 0:08:46 | |
-..but in that particular case, -a lot of damage had been done. | 0:08:47 | 0:08:51 | |
-Unfortunately, -that did cause a three-week wait. | 0:08:51 | 0:08:54 | |
-In Saron near Caernarfon... | 0:08:56 | 0:08:57 | |
-..Arfon Gwilym has had problems -with his web and phone connection... | 0:08:57 | 0:09:02 | |
-..three times in the past 18 months. | 0:09:02 | 0:09:04 | |
-In December, he was -without a phone for 27 days... | 0:09:04 | 0:09:08 | |
-..and reliant on his mobile phone. | 0:09:08 | 0:09:11 | |
-On Christmas Eve, -BT promised to send an engineer out. | 0:09:11 | 0:09:17 | |
-I waited in the house... | 0:09:19 | 0:09:20 | |
-..on Christmas Eve, -when I had lots of things to do... | 0:09:20 | 0:09:24 | |
-..for five and a half hours. | 0:09:24 | 0:09:26 | |
-During that five and a half hours... | 0:09:26 | 0:09:28 | |
-..I phoned them again to make sure -that the engineer was coming. | 0:09:28 | 0:09:32 | |
-Eventually, I got an answer, -saying that he was on his way. | 0:09:33 | 0:09:37 | |
-I stayed here until 6.30pm -and the engineer didn't come. | 0:09:37 | 0:09:41 | |
-After Christmas, -he received a letter from BT... | 0:09:42 | 0:09:45 | |
-..informing him -that he needn't have stayed in... | 0:09:45 | 0:09:48 | |
-..as engineers could have -fixed the problem externally. | 0:09:48 | 0:09:52 | |
-After being without a phone -for almost a month... | 0:09:55 | 0:09:58 | |
-..BT offered him 24 compensation -for the inconvenience. | 0:09:58 | 0:10:02 | |
-If they only picked up the phone -and apologized... | 0:10:02 | 0:10:06 | |
-..and explained -why such and such happened... | 0:10:06 | 0:10:10 | |
-..I think it would go a long way -towards solving... | 0:10:10 | 0:10:14 | |
-..many of the complaints -that BT is getting nowadays. | 0:10:14 | 0:10:17 | |
-He stayed home on Christmas Eve -for six hours... | 0:10:18 | 0:10:21 | |
-..waiting for an engineer -who didn't turn up. | 0:10:22 | 0:10:25 | |
-It sounds like a shambles -on BT's part. | 0:10:25 | 0:10:28 | |
-This is where our processes -let us down. | 0:10:28 | 0:10:31 | |
-I'm sorry that situation arose. | 0:10:31 | 0:10:33 | |
-Unfortunately, -things do sometimes go wrong. | 0:10:33 | 0:10:36 | |
-It's important that we agree -that things do go wrong... | 0:10:37 | 0:10:41 | |
-..and put plans in place... | 0:10:41 | 0:10:43 | |
-..to seek ways -to make the experience... | 0:10:43 | 0:10:46 | |
-..of dealing with BT -and its suppliers... | 0:10:46 | 0:10:49 | |
-..better for customers. | 0:10:50 | 0:10:51 | |
-But this customer -isn't happy with his experience. | 0:10:52 | 0:10:55 | |
-He's now taking his complaint... | 0:10:55 | 0:10:58 | |
-..to the body that regulates -the communications industry, Ofcom. | 0:10:58 | 0:11:02 | |
-You feel so frustrated. | 0:11:02 | 0:11:06 | |
-It has caused -so much inconvenience. | 0:11:06 | 0:11:09 | |
-The whole experience... | 0:11:10 | 0:11:12 | |
-..has left a bad taste in my mouth. | 0:11:12 | 0:11:16 | |
-You would expect a professional -company in the 21st century... | 0:11:17 | 0:11:22 | |
-..to at least be competent. | 0:11:22 | 0:11:24 | |
-In part two, we look -at the Superfast Wales scheme. | 0:11:27 | 0:11:31 | |
-Is BT too slow introducing -superfast broadband to rural Wales? | 0:11:32 | 0:11:37 | |
-It undermines your faith -in the company... | 0:11:38 | 0:11:41 | |
-..if they do make promises... | 0:11:41 | 0:11:43 | |
-..that you will get an answer -or you will get the service... | 0:11:43 | 0:11:47 | |
-..and it doesn't happen. | 0:11:48 | 0:11:49 | |
-It is disappointing. | 0:11:49 | 0:11:51 | |
-. | 0:11:52 | 0:11:52 | |
-Subtitles | 0:11:56 | 0:11:56 | |
-Subtitles - -Subtitles | 0:11:56 | 0:11:58 | |
-In Llanfihangel y Creuddyn, -Ceredigion... | 0:12:02 | 0:12:04 | |
-..residents of the village -have been campaigning... | 0:12:04 | 0:12:07 | |
-..for access to superfast broadband. | 0:12:08 | 0:12:10 | |
-Esther Prytherch -runs the Y Ffarmers pub. | 0:12:11 | 0:12:13 | |
-She finds it hard to deal -with such slow Internet speeds. | 0:12:14 | 0:12:17 | |
-It influences every facet of life -by now. We live in the 21st century. | 0:12:18 | 0:12:23 | |
-Broadband service -is an integral part of life. | 0:12:23 | 0:12:25 | |
-If the service isn't good, -then it affects almost every aspect. | 0:12:26 | 0:12:30 | |
-In 2012, the Welsh Government -and BT launched a joint scheme... | 0:12:33 | 0:12:37 | |
-..to connect 96% -of Welsh homes and businesses... | 0:12:37 | 0:12:41 | |
-..to superfast broadband by 2015. | 0:12:42 | 0:12:44 | |
-This village was promised -the new service by last September. | 0:12:45 | 0:12:50 | |
-Getting that certainty -was obviously good news for us. | 0:12:51 | 0:12:56 | |
-Taking that certainty away -and denying us that service... | 0:12:56 | 0:13:00 | |
-..was a blow at a time when everyone -depends on broadband service. | 0:13:01 | 0:13:06 | |
-Barry Powell -lives on the edge of the village. | 0:13:09 | 0:13:11 | |
-The speed of his Internet connection -makes it hard to do anything online. | 0:13:13 | 0:13:18 | |
-I've just done the speed test now -and it's showing 0.72 Mbps. | 0:13:19 | 0:13:24 | |
-That is incredibly bad. | 0:13:24 | 0:13:26 | |
-On a good day, -we get about 0.5 Mbps. | 0:13:30 | 0:13:33 | |
-Places in Aberystwyth -close to the exchange... | 0:13:34 | 0:13:37 | |
-..get almost 80 Mbps. | 0:13:38 | 0:13:40 | |
-It's outrageous that we pay the same -price each month for a service... | 0:13:40 | 0:13:46 | |
-..that is so much worse -than in urban areas. | 0:13:46 | 0:13:51 | |
-Yet, BT are unwilling -to do anything about it. | 0:13:51 | 0:13:54 | |
-He runs a forestry business -from his home. | 0:13:55 | 0:13:58 | |
-He says the service he receives -from BT holds his business back. | 0:13:58 | 0:14:02 | |
-Personally, it's a way -for me to expand my business... | 0:14:03 | 0:14:06 | |
-..to sell products -and promote the services we provide. | 0:14:07 | 0:14:10 | |
-My wife also has a small business. | 0:14:10 | 0:14:14 | |
-But it's impossible -with the connection we have. | 0:14:15 | 0:14:18 | |
-We have to apologise... | 0:14:19 | 0:14:20 | |
-..for not contacting people quicker -over the web... | 0:14:20 | 0:14:24 | |
-..because of the poor connection. | 0:14:24 | 0:14:26 | |
-BT have now said they won't reach -the 96% target until 2017. | 0:14:27 | 0:14:33 | |
-The people of this village -want to know... | 0:14:33 | 0:14:36 | |
-..when to expect -superfast broadband service. | 0:14:36 | 0:14:39 | |
-When are we going to receive -the fibre service? | 0:14:39 | 0:14:42 | |
-Can a definite date be confirmed? | 0:14:42 | 0:14:44 | |
-Not "we expect you to have it -by such and such a date." | 0:14:44 | 0:14:48 | |
-Or "this will happen." | 0:14:48 | 0:14:50 | |
-We want an answer once and for all. | 0:14:50 | 0:14:52 | |
-We want to know by what date -we'll have the service. | 0:14:52 | 0:14:55 | |
-Could you tell us when the people -of Llanfihangel y Creuddyn... | 0:14:56 | 0:15:00 | |
-..can expect their service to work? | 0:15:00 | 0:15:03 | |
-The good news -for Llanfihangel y Creuddyn... | 0:15:03 | 0:15:06 | |
-..is that they're going to receive -superfast broadband. | 0:15:06 | 0:15:10 | |
-Fibre is coming to that area. | 0:15:10 | 0:15:12 | |
-That was meant to be the good news -back in September. | 0:15:12 | 0:15:16 | |
-I realize that. -We're working to a plan. | 0:15:16 | 0:15:19 | |
-We're trying to use public money -in the best way possible... | 0:15:19 | 0:15:23 | |
-..to reach as much of Wales -as we can, as fast as we can. | 0:15:24 | 0:15:28 | |
-Unfortunately, that means some -people wait for longer than others. | 0:15:28 | 0:15:34 | |
-They're already -five months behind schedule. | 0:15:34 | 0:15:37 | |
-Do you have any idea when -the service will reach the village? | 0:15:37 | 0:15:41 | |
-Unfortunately, -I can't give a definitive date. | 0:15:42 | 0:15:45 | |
-Openreach is a company -that belongs to the BT group. | 0:15:47 | 0:15:50 | |
-Openreach is responsible -for laying the fibre cables... | 0:15:51 | 0:15:55 | |
-..to increase the speed -of connections in Welsh homes. | 0:15:55 | 0:15:58 | |
-Openreach doesn't deal with -customers in houses and businesses. | 0:15:59 | 0:16:03 | |
-We sell services to another company -within BT, BT Retail... | 0:16:03 | 0:16:07 | |
-..and companies like Sky and -TalkTalk who then supply the public. | 0:16:07 | 0:16:12 | |
-Some customers feel BT's -relationship with Openreach... | 0:16:13 | 0:16:17 | |
-..gives the company -an unfair advantage. | 0:16:17 | 0:16:20 | |
-The issue with BT -is that they have a monopoly. | 0:16:21 | 0:16:24 | |
-What's hard here -is that we have no choice. | 0:16:24 | 0:16:28 | |
-We can't say we won't deal with BT, -that we'll use a different company. | 0:16:28 | 0:16:32 | |
-BT owns the network... | 0:16:32 | 0:16:34 | |
-..and all the connections -that come into the village. | 0:16:34 | 0:16:38 | |
-We have to deal with BT. | 0:16:38 | 0:16:41 | |
-Two weeks ago, Glyn Davies -was one of over 100 MPs... | 0:16:42 | 0:16:47 | |
-..who signed their names -to the BroadBad report. | 0:16:47 | 0:16:50 | |
-They're calling for the separation -of BT and Openreach. | 0:16:51 | 0:16:54 | |
-They say BT isn't improving -the network quickly enough. | 0:16:55 | 0:16:58 | |
-The simple point is that the current -service just isn't good enough. | 0:16:59 | 0:17:04 | |
-People in rural areas like -Montgomeryshire are losing out. | 0:17:04 | 0:17:10 | |
-If one company or person dominates -things, there's no innovation. | 0:17:12 | 0:17:17 | |
-There's no competition. | 0:17:17 | 0:17:19 | |
-I want to see the services improve. | 0:17:19 | 0:17:23 | |
-One way to do that in my opinion... | 0:17:23 | 0:17:26 | |
-..is for there -to be more competition. | 0:17:26 | 0:17:30 | |
-After Openreach received -1.7 billion of public money... | 0:17:30 | 0:17:35 | |
-..the report asks... | 0:17:36 | 0:17:38 | |
-..why 5.7 million people in the UK -can't get a speed over 10 Mbps. | 0:17:38 | 0:17:43 | |
-It's going to become -more important in the future. | 0:17:44 | 0:17:48 | |
-You can't run a business at all. | 0:17:48 | 0:17:51 | |
-Farmers now need broadband -to run their businesses. | 0:17:51 | 0:17:54 | |
-Children need broadband -to help with their education. | 0:17:55 | 0:17:59 | |
-People won't be willing to live in -places where there is no broadband. | 0:18:00 | 0:18:05 | |
-Ofcom regulates -the telecommunications industry. | 0:18:07 | 0:18:12 | |
-Their director in Wales -accepts that change is needed. | 0:18:13 | 0:18:17 | |
-I think it's entirely clear that -the status quo isn't acceptable. | 0:18:18 | 0:18:24 | |
-Changes have to be made. | 0:18:24 | 0:18:27 | |
-If those changes mean separating -Openreach completely from BT... | 0:18:27 | 0:18:33 | |
-..I'm not sure -we can say that at the moment. | 0:18:33 | 0:18:37 | |
-Whatever happens, -whatever changes are made... | 0:18:37 | 0:18:42 | |
-..they need to be changes that -improve the customer experience. | 0:18:43 | 0:18:48 | |
-According to Rhodri Williams... | 0:18:50 | 0:18:54 | |
-..Ofcom has seen a rise in -complaints to their Welsh office. | 0:18:54 | 0:18:57 | |
-What worries us -is the level of complaints... | 0:18:58 | 0:19:01 | |
-..about two general aspects -of policy. | 0:19:02 | 0:19:05 | |
-Complaints about the time it takes -for faults to be rectified... | 0:19:05 | 0:19:11 | |
-..and the time -it takes for customers... | 0:19:11 | 0:19:15 | |
-..to receive a service -provided in their homes... | 0:19:16 | 0:19:20 | |
-..for a new line to be installed. | 0:19:20 | 0:19:23 | |
-Over 200 million in public money... | 0:19:24 | 0:19:26 | |
-..has been invested -in the Superfast Cymru scheme. | 0:19:27 | 0:19:30 | |
-After originally announcing the work -would be completed last year... | 0:19:30 | 0:19:35 | |
-..BT has twice put back the target. | 0:19:36 | 0:19:38 | |
-After adding additional houses -and businesses to the scheme... | 0:19:38 | 0:19:42 | |
-..they say -they won't be finished until 2017. | 0:19:43 | 0:19:46 | |
-What's happened is, it'll be next -year before we finish the programme. | 0:19:46 | 0:19:51 | |
-So you'll miss your target. | 0:19:52 | 0:19:53 | |
-We've added an additional -42,000 homes and businesses... | 0:19:54 | 0:19:59 | |
-..to the plan. | 0:20:00 | 0:20:02 | |
-So, by next year, 42,000 -additional businesses and homes... | 0:20:02 | 0:20:07 | |
-..will benefit -from superfast broadband. | 0:20:07 | 0:20:11 | |
-The target of 96% that was meant -to be reached last year... | 0:20:11 | 0:20:14 | |
-..when will that be reached? | 0:20:15 | 0:20:16 | |
-By the summer of next year. | 0:20:17 | 0:20:19 | |
-So it will be two years late. | 0:20:20 | 0:20:21 | |
-So it will be two years late. - -I wouldn't say two years late. | 0:20:21 | 0:20:23 | |
-It was a second contract... | 0:20:23 | 0:20:25 | |
-..to add the 42,000 homes -and businesses to the plans. | 0:20:26 | 0:20:30 | |
-Up to now, over 500,000 homes -and businesses in Wales... | 0:20:31 | 0:20:35 | |
-..can take advantage -of superfast broadband. | 0:20:35 | 0:20:38 | |
-The Llanfihangel y Creuddyn -community... | 0:20:38 | 0:20:40 | |
-..is still waiting for a definitive -date to improve their service. | 0:20:41 | 0:20:45 | |
-We've had a letter saying... | 0:20:45 | 0:20:47 | |
-..that we're expected to have -the service by this summer, 2016. | 0:20:48 | 0:20:53 | |
-The word expected -is what worries me. | 0:20:53 | 0:20:57 | |
-I think there will be a big party -here if we get the service. | 0:20:57 | 0:21:01 | |
-We won't hold our breath. | 0:21:01 | 0:21:03 | |
-At Pentrebach, -we went back to meet Mike Jones... | 0:21:06 | 0:21:10 | |
-..as BT Openreach fixed the problem. | 0:21:10 | 0:21:13 | |
-His petrol station was brought -almost to a standstill... | 0:21:13 | 0:21:17 | |
-..after losing his phone line -and Internet connection. | 0:21:17 | 0:21:20 | |
-It's been a very long time -without the Internet. | 0:21:21 | 0:21:25 | |
-It's nice to see them busy today -correcting the fault. | 0:21:25 | 0:21:30 | |
-In Saron, Arfon Gwilym had no phone -or Internet for almost a month. | 0:21:31 | 0:21:36 | |
-He hopes he won't need to write -to BT to complain once again. | 0:21:36 | 0:21:40 | |
-The problem has been solved by now -and I do feel better. | 0:21:41 | 0:21:44 | |
-But that's just until next time! | 0:21:45 | 0:21:48 | |
-That is to say, -if the phone broke again... | 0:21:49 | 0:21:53 | |
-..I think my heart -would sink to my feet. | 0:21:53 | 0:21:57 | |
-At Staylittle, Alwena Pugh keeps -a diary of her battles with BT. | 0:21:59 | 0:22:03 | |
-She's losing hope. | 0:22:04 | 0:22:05 | |
-If I had a choice, if everyone -in this area had a choice... | 0:22:07 | 0:22:11 | |
-..and if mobile phones were reliable -here, I'd get rid of BT. | 0:22:11 | 0:22:15 | |
-They don't care. | 0:22:15 | 0:22:16 | |
-Two weeks ago... | 0:22:19 | 0:22:20 | |
-..BT announced they would improve -their service to customers... | 0:22:21 | 0:22:24 | |
-..by creating -1,000 extra jobs in the UK... | 0:22:25 | 0:22:27 | |
-..with at least 100 in Swansea. | 0:22:27 | 0:22:29 | |
-Despite the difficulties... | 0:22:30 | 0:22:32 | |
-..BT Wales' new boss insists -the service is in good hands. | 0:22:32 | 0:22:36 | |
-There's always room to improve. | 0:22:36 | 0:22:39 | |
-I deal with incidents -that don't make me proud... | 0:22:40 | 0:22:46 | |
-..when I hear that people -have been without a service. | 0:22:46 | 0:22:49 | |
-I'm not proud of it. | 0:22:50 | 0:22:52 | |
-I think there's a lot of work to do -going forward. | 0:22:52 | 0:22:56 | |
-What does give me pride... | 0:22:56 | 0:22:58 | |
-..is, through working with Ofcom, -reaching their standards... | 0:22:58 | 0:23:03 | |
-..consistently -over the last three years... | 0:23:03 | 0:23:06 | |
-..I think we're on the right path to -improving the service for customers. | 0:23:06 | 0:23:10 | |
-Next week, we step into the -secretive world of Welsh Freemasons. | 0:23:12 | 0:23:17 | |
-The purpose of freemasonry... | 0:23:18 | 0:23:20 | |
-..is to make good men better. | 0:23:21 | 0:23:25 | |
-How much influence does the "secret -society" have in our public bodies? | 0:23:26 | 0:23:30 | |
-Next Tuesday at 9.30pm. | 0:23:31 | 0:23:33 | |
-S4C Subtitles by Testun Cyf. | 0:23:48 | 0:23:50 |