When they moved into a new home in Longridge, near Preston, Yvonne and Steve Tanner asked BT to install a line.

The company agreed but an engineer failed to turn up.

However, they were hit with a bill of £125 for installation and more than £40 in line rental charges.

To make matters even more confusing, BT has threatened to cut them off for not paying up – even though the line is dead when dialled.

Today, Mrs Tanner, 58, said: "The engineer never turned up for his appointment and I've never managed to get through to someone to make a new one.

"I've tried to write to them and explain the situation but they keep sending me bills."

Mrs Tanner, who lives at Beacon Fell View Holiday Park, said she had given up trying to contact BT by mobile telephone as she could not afford to be kept on hold for up to 40 minutes at a time.

Now BT has sent her a final demand ordering her to pay £168.92 by Wednesday or face being disconnected.

Mrs Tanner, who works at bakery Lathams of Broughton in Fulwood, said: "I've even contacted the Telecommunications Ombudsman but they can't help."

A spokesman for BT said the company will be investigating the problem and added: "We would like to apologise to Mrs Tanner for any inconvenience caused and confirm that the outstanding amount has been removed from the account.

"We will now work to secure a suitable installation date for the customer and keep in regular contact until the line is confirmed as fully operational."

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