BT Service Standards

Kelly Tolhurst Excerpts

Wednesday 9th March 2016 Westminster Hall

[Kelly Tolhurst (Rochester and Strood) (Con)]

It is a pleasure to serve under your chairmanship, Mr Nuttall. I thank my hon. Friend the Member for Romsey and Southampton North (Caroline Nokes) for securing the debate. My constituents will be extremely interested to hear about some of the challenges that she faces in her constituency, which she summarised well.

Rochester and Strood is very close to London—only 26 miles away. My constituency has very highly urbanised areas and quite a lot of rural areas. In some parts, such as Allhallows, it is very touch and go as to whether people can get any kind of mobile signal so, although the area is geographically quite close to urban areas, it is remote within my constituency.

I am pleased to hear that I am not the only MP struggling with the live issue of getting telephone communications sorted in their constituency office. I am expecting—hopefully tomorrow—to have a telephone line installed in my constituency office. However, on previous visits the engineers have been unable to find the connection in the building, which apparently had a line connected previously. I very much hope that tomorrow I will be up and live with a telephone line in my constituency office. At the moment I have a number but not the mechanics.

Not so long ago, just prior to becoming an MP, my business was planning to move offices within the same site—perhaps only a couple hundred metres—in my constituency. We thought, “Well, we won’t do it ourselves. We’ll get BT in to do the move for us.” We thought that would be quite easy and that BT would just move the line from one building to another a few hundred metres away. Sadly, BT decided to cut off the existing line, resulting in our having a very poor service and no internet connection for up to six weeks, which was a difficult situation to resolve. So I have experienced some challenges in the delivery of telephone services.

Broadband has become a significant issue in my constituency. Some 74% of businesses in my constituency employ fewer than four people, so we are very much a small business economy. Like my hon. Friend the Member for Bexhill and Battle (Huw Merriman), we have to consider how our businesses are growing in the services that are provided. We are told that we are getting high speeds, but in reality, when I talk to businesses and residents, I find that at some of those properties we are not getting the speeds that BT says we should be getting.

A bigger issue is that large swathes of my town centres cannot get access to fibre broadband because BT tells us that it is commercially unviable to upgrade the cabinets. My constituents and I cannot understand why we can be in places such as Rochester town centre or the historical dockyard, where we have had new development —we have many microbusinesses and other growing businesses—and struggle to access the cabinets. I could understand the situation more if the rural parts of my constituency were struggling, because we all appreciate that such areas can have problems, but I would like to understand why some of the cabinets are not being upgraded and why BT has a clear view that the cabinets are commercially unviable. I would appreciate more information on that.

Medway City industrial estate employs more than 6,000 people and makes a real economic contribution to my constituency. The industrial estate is growing and successful, but I am getting complaints from businesses about the large fees required to get any kind of connection at Medway City. We have a growing proportion of digital economy businesses in my constituency, and such businesses need good service and good access. I want to keep those businesses, because I want to grow such commerce in my constituency. Bearing in mind that we are 26 miles from London and that we are an urbanised area—we are not a rural constituency—we should be getting a better deal from BT.

My office has taken on some issues for my residents and businesses over the past 10 months, and my phone calls have always been answered by courteous and pleasant members of BT staff. They always seem to try their absolute best to resolve the issues that we have raised but, obviously, someone nice on the end of the phone does not always satisfy a constituent or business with an issue. How does the Minister intend to hold BT further to account on some of the questions raised today? I welcome this opportunity to touch on a few things that have happened in my constituency in recent months.