NTL cut off a telephone service to the mother of a seriously disabled child even though the bill had been paid.

And when Karen Walker contacted the firm to explain that the bill had been paid, she was told she could not have her service back unless she sent the firm a receipt.

Karen, from Munro Close in Old Walcot, is a 41-year-old housewife and mother of Aleia, 11, Adam, 10, and eight-year-old Sam.

Aleia has severe learning and behavioural problems, is hyperactive, blind in one eye and needs constant supervision.

Karen said: "I need to be able to get in touch with the doctor, the community nurse and the people who arrange respite care.

"I received a bill for £49.52, dated June 30, and paid it on July 4 by Transcash at the Post Office in Queen's Drive. I went to use the telephone last Wednesday to arrange respite care and transport for Aleia and found I could not dial out. It was incoming calls only.

"I rang the NTL help desk because it was a freefone number, and was told my service had been limited because I hadn't paid the bill.

"I fished out the bill and the receipt, but when I told her I had paid at the Post Office, she told me that payments from the Post Office took three weeks to come through and put the phone down."

Ms Walker said another call to the help desk put her in touch with a man who told her that she could not have her service restored until she faxed or posted a copy of her receipt to NTL.

This was despite Ms Walker explaining the problems involved in looking after the needs of her daughter and needing to have access to the phone.

She added: "He said there was nothing he could do. I have now arranged to go back to BT."

NTL spokeswoman Odette Sullivan said the firm had now restored Ms Walker's telephone service, pending the arrival of proof that the bill had been paid.

The spokeswoman added: "The money has still not been paid but we take her word of how it has. We apologise profusely for any problems caused to her family."