The problem has been highlighted by the case of one Albert Town resident, Trish Dryden, who was told she would have a wait of more than six months after Telecom cut off all of her family's business and residential phone and Internet lines while she was on holiday.
"We're just a faceless number to them [Telecom]," Mrs Dryden said.
The Drydens had all their phone, cellphone, and Internet services under one customer name.
They were caught out when they went overseas and missed a payment for their mobile phone bill.
Telecom left a message on the Drydens' cellphone about the missed payment, but the family were unable to access their voicemail services because they were travelling overseas.
All their residential and business phone, mobile, and Internet lines were subsequently cut off.
Once they returned to New Zealand, the Drydens paid their missed bill of "about $450 - predominantly from calls we billed up while on roaming" but were then told they faced a six-month wait to have all of their services reconnected because of a limited amount of available broadband lines.
Telecom spokeswoman Helen Isbister told the Otago Daily Times temporary capacity issues were to blame.
"Occasionally there are unforeseen spikes in demand which cause temporary capacity issues."
Although there was no wider issue of capacity in Wanaka, "unfortunately" this was the case in the "particular" area of Albert Town where the Drydens lived, she said.
The family should have been able to access their voicemail while on holiday, but they may not have realised about the "slightly different" procedure which is required when roaming overseas, Ms Isbister said.
Telecom "sincerely regretted the inconvenience to the Drydens" and after the ODT had spoken to the family, they had since been re-connected with their full range of broadband services, Ms Isbister said.
Ms Isbister said Telecom was working on the capacity issues and waiting time for Albert Town residents wanting to connect to broadband Internet.
