ALAN TAYLOR BIGG, of Warren Road, Thurlestone, writes:

Julian Ware, Gazette, 28 August, will have the sympathy of the many Thurlestone ­residents who have tried and failed to get satisfactory answers from BT after the ­disastrous loss of service.

I fear that even after BT restores service he will spend yet more time in BT’s opaque and dystopian world of ­evasions, confusion and ­obfuscation if he tries to get compensation.

Like many of my neighbours, I have spent long hours trying to make meaningful contact with BT – my last call was over 70 minutes long. Its so-called ‘customer care’ department appears to have a policy of leaving you on hold until you are close to giving up, then ­connecting you to an operator with neither the knowledge nor the power to make decisions.

The very idea that the ­company should compensate frustrated customers beyond a bare legal minimum seems to fill it with horror and it starts to blame Openreach, with which customers have no contractual relationship.

Maybe BT stands for ‘Blame Them’.