on 16th February while towing my caravan along the M5 I had a puncture in one of my caravan tyres at 11.30 am. I pulled over on to the hard shoulder and phoned One Call to be told if I was in a dangerous position I should ring 101. I rang 101 and after 90 minutes I got through and explained the situation. After waiting for over 1 hour I rang 101 again and said I was in a desperate situation. I then got a call back from the police saying it was my insurance company who should be dealing with it. It is now coming up to 5pm. I rang One Call again and the person who handled the situation this time was very good, I think her name was Leanne, she kept us in touch with what was happening. Around 9pm (10 hours from when we broke down) we were finally taken off the M5 and the driver handled the situation very well. Our major problem was created when our first call to One Call was not handled properly. Once we got things moving it was handled ok.