THE internet is one of civilisation’s greatest creations, but a valuable Powys organisation has become ensnared in the world wide web.

Builth Wells Community Support has provided a lifeline to the town and its most vulnerable residents during lockdown, but has only seen the minus side of switching broadband provider to Plusnet after relocating to a new premises.

The Community Support team only moved 100 metres from its former premises on Builth’s High Street to No1 Groe Street (the old Halifax building) at the beginning of February – unfortunately their phone number did not migrate with them.

The new premises was given a completely different phone number by Plusnet, who also failed to provide working internet.

For most individual customers this would be infuriating enough. But when you’re a valuable hub connecting those most isolated and vulnerable in the community with vital services such as taking them to medical appointments and delivering shopping – it becomes potentially dangerous.

Plusnet at first blamed Ofcom but has since admitted fault and offered a “gesture of goodwill” - but the Community Support team said that was not enough.

“It’s been a complete nightmare,” said BWCS administrator Ashley Offa, speaking to us first of all last Thursday, April 8.

“The line switch was scheduled for April 6. On this day, we lost broadband but still had phone. Then, the next day, no broadband and our phone number had been switched to 01982 553227 (our number is 553004).

“We spoke to Plusnet, who advised us that the order had been processed incorrectly and that the number switch hadn't been requested until April 6. Plusnet said that Ofcom requires a 10-day quarantine period for numbers after this request before the switch can happen, so the earliest we can have 553004 running by is April 16.

“We were told there was no chance of this being changed, but we could have the broadband up and running – but this still hasn't happened.”

BWCS manager Cathy Warlow then spoke to Ofcom who informed her that the 10-day quarantine period for number switches is set by Plusnet, not by the regulatory body.

“After hours on the phone we managed to get the internet on, the phone line is on but with the wrong number, so we are not happy with Plusnet,” added Ashley on Tuesday.

“We have explained the issues this will cause with people not being able to phone us to request transport, shopping, prescriptions etc, as a divert message cannot be put on so anyone phoning 553004 just gets an automated answer saying we are not accepting calls.

“They have achieved nothing as the 10 days we were told it would take has not been reduced. So, a goodwill gesture is not going to compensate our stress and time wasted. But the worst thing is the worry it will have caused people not being able to contact us.”

A Plusnet spokesperson said: “We're really sorry that Builth Wells Community Support didn’t receive the service we pride ourselves on – due to a mistake we made setting up their account.

“Their phone line will be up and running on Friday and we'll be getting in touch to offer a gesture of goodwill to apologise for the delay.”