South Molton resident seeks help from MP over broadband issues

A frustrated resident of South Molton is asking his MP, Ian Roome,  for help after facing problems with broadband provider Wildanet.

Herbert Cromack, who had high hopes for a fibre installation following street excavations last autumn, has criticised a lack of communication and service from the company.

In correspondence to North Devon MP Mr Roome, Mr Cromack stated: “My street was dug up last autumn by this company. I was in great hopes that I would get a fibre to the property installation and made my interest known to Wildanet.”

However, seven months later, Mr Cromack said Wildanet informed him they could not supply the service despite having installed a terminal box on his wall on March 17.

Mr Cromack said his difficulties escalated when he referred his case to the Communications Ombudsman after claiming that Wildanet failed to fulfil their promise of installation within six weeks, a commitment he said they made in May. 

The Ombudsman ruled in Mr Cromack’s favour, directing Wildanet to issue a letter of apology and pay him £75 in compensation. 

Despite this decision, Mr Cromack said he has yet to receive full compliance from the company and has requested the Ombudsman investigate the delay.

In early September, after saying he had received no updates from Wildanet, Mr Cromack attempted to follow things up. 

He said he eventually received a return call in which he was asked if he would exchange the £75 for several months of service. 

When he inquired about the installation date, he said he was told it would occur on September 20. However, by September 24, Mr Cromack said that no installation had taken place. 

When Mr Cromack contacted the company again, he said he was informed that they could not install a service for him and gave no explanation.

“I again wrote to senior management of the company on 27 September but received no response,” Mr Cromack stated.

“This company is extremely difficult to contact and very evasive in communication with potential customers.”

The North Devon Gazette asked Wildanet for a comment regarding Mr Cromack's experience. 

A spokesperson for the company said: “Despite our best endeavours, Wildanet has been unable to provide a connection to Mr Cromack's property. We have sincerely apologised for this and for the delay in informing him. As a gesture of goodwill, we have offered £75 compensation in recognition of the inconvenience caused. Wildanet co-operated fully with the Communications Ombudsman, who have since closed the case.”

MP Ian Roome expressed his disappointment over the situation.

“I was disappointed to read of the trouble Mr Cromack has had trying to get his property connected. I've reached out to him to get some more details about his case, and I'll be writing to Wildanet on his behalf to try and get some answers,” he said.