This topic

Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe copd.

Mcg68 — Mon, 22 Feb 2021 22:03:47 GMT

How am I supposed to access urgent help as phone line fault confirmed, meaning my father's life line care call won't work. He is 84 has severe copd, has had 4 strokes, and has late stage vascular dementia. Have been told have to fill in forms and get copy of power attorney before they can mark him as vulnerable person and get priority fix. I find this system inhumane.

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

garybs29 — Mon, 22 Feb 2021 22:29:26 GMT

Full info on the link below, a process has to be followed to prevent mis-use though

https://www.bt.com/help/landline/getting-set-up/help-people-with-impairments-or-with-particular-needs/i-rely-on-my-telephone-and-need-it-repaired-urgently

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

imjolly — Mon, 22 Feb 2021 22:35:10 GMT

@Mcg68

I have asked forum mods who are BT Employees to see if they can help you. They will post here

can you confirm your father is a BT Retail customer

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

Mcg68 — Mon, 22 Feb 2021 22:58:21 GMT

Yes definitely bt retail

customer, I can provide his account details.

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

Mcg68 — Mon, 22 Feb 2021 23:22:59 GMT

Care call who provide his lifeline were willing to confirm his vulnerability, also his carers and GP, but this has all got to be done by letter. What happens in meantime, he has already lay 12hrs previously overnight on floor with broken hip when system failed before. He has emergency priority with gas, electricity and water they have all been excellent. Bt on other hand have been no help at all, I appreciate not everyone is genuine but the system in place is not fit for purpose. The fact they won't liaise with medical professionals or local council providing lifeline to confirm his eligibility is shocking.

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

Firefox1701 — Tue, 23 Feb 2021 07:55:00 GMT

It is shocking; deplorable, in fact. However, although it is admittedly rare that I come out in defence of BT, I can tell you that from my experience you'll find the other providers much the same.

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

StuartH — Tue, 23 Feb 2021 08:36:31 GMT

Hi @Mcg68

Welcome to the community. Sorry, you've had to post under these circumstances.

I can help get your father's line looked at and fixed for you. I have sent you a private message asking for some more details.

Thanks

Stuart

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

Devon_Dave — Tue, 23 Feb 2021 17:42:22 GMT

Your CP can raise this as an emergency welfare case. This will be passed across to openreach who will action the repair ASAP.

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

Mcg68 — Tue, 23 Feb 2021 23:04:42 GMT

Thank you for your reply regarding my father. The fault has now been resolved and they have placed him on priority fix for vulnerable people.