A WORCESTER start-up business says BT’s inefficiency and “appalling” customer service is threatening to send it to the wall before it has even got started.

Having previously worked for national firms, Jon Lewis, Colin Nicholls and Carrie James decided to take the plunge and start up their own insolvency practice, Smart Insolvency Solutions.

After acquiring an office in Castle Street, they requested a BT phone line and broadband on September 5, but more than two months later they are still suffering in silence.

BT said the first installation date available was October 23.

They delayed their opening date until November 1, however, they did not anticipate the problems to come.

“Installation day arrived but BT didn’t,” said Mr Lewis. “We sat in our empty office from 12.30pm to 5.30pm, when we received a text from BT to say there might be a delay.

“We heard nothing and after eventually getting through to BT, we were advised to go home.”

Mr Lewis was shocked to learn the next available appointment was not until November 6, another two weeks later. This was brought forward to November 1, but BT again failed to show.

Mr Lewis has still not been able to get a third appointment date and said the “nightmare” is costing the business money it can ill-afford.

“We were warned about the nightmare of dealing with BT but were not prepared for the experience we continue to endure,” he said.

“When you are a start-up, you cannot afford to throw money away.

“We are paying rent, everything is in place but we cannot trade because we are relying on these basic connections.

“BT Openreach has a monopoly on line installations, but they are preventing business start-ups, and frustrating business moves. They do not seem accountable, and the service and communication channels are appalling.”

A BT spokesman said a case handler was trying to secure the earliest possible appointment and would call Mr Lewis to discuss the matter.

She said engineers missed the first appointment due to a “service crisis” caused by bad weather, and on the second occasion they were unable to find the property and could not contact the customer by phone.