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Elderly parents landline and broadband fault still not fixed

Jules181 — Tue, 21 Mar 2023 10:26:45 GMT

Hello,

Due to heavy snow 1 1/2 weeks ago a drop wire broke and my 90 yr old parents lost all access to their landline and broadband.
An engineer was sent to their house on Monday 13th March who couldn’t fix the issue but was assured it would be fixed the next day.I spoke to the Executive Complaints lounge and Online chat who told me that the fault would be fixed on Monday 20th March.Here we are the next day and it still hasn’t been fixed.My parents are elderly,vulnerable and shouldn’t be left without communication for almost 2 weeks.I live abroad so it is vital they get this sorted asap.

Can someone please help?

Thank you

Re: Elderly parents landline and broadband fault still not fixed

RobbieMac — Tue, 21 Mar 2023 10:36:41 GMT

Hi @Jules181

Welcome and thanks for your post!

I am sorry that your Parent's line developed a fault. I appreciate that they're elderly and how vitally important it is for their service to be available for them in case of an emergency.

I have sent you a private message with instructions on how you can send us over their details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Elderly parents landline and broadband fault still not fixed

imjolly — Tue, 21 Mar 2023 11:04:54 GMT

@Jules181

are your parents registered here

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf