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