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Vulnerable Adult left without broadband and phone for over 8 weeks.

Carer — Wed, 09 Aug 2023 13:03:11 GMT

My son who is a vulnerable adult and due to his mental illness can’t leave his home or use a mobile phone. He has been a BT customer since March 2022 and when he moved from one apartment to another in the same building on 12 June he excepted his broadband and phone package to follow. Unfortunately this didn’t happen and although my complaint is being handled by the Executive Customer Resolution team over 7 weeks later we are no nearer to a resolution. The problem is with BT Wholesale who say there is a ‘glitch’ in their system preventing the problem from being rectified. Every time my case handler raises an order it gets cancelled and she just keeps repeating the process which feels like treading water.
This has left my son unable to contact me and me him, he hasn’t been able to do his own food shopping or any online banking, and is causing a deterioration in his mental health.
Any suggestions or help will be appreciated.

Re: Vulnerable Adult left without broadband and phone for over 8 weeks.

gg30340 — Wed, 09 Aug 2023 14:04:20 GMT

If your complaint is with the Executive Customers Resolution Team, that is the top of the complaints food chain and there will nothing that lower customer service staff will be able to do to intervene.

Re: Vulnerable Adult left without broadband and phone for over 8 weeks.

Carer — Wed, 09 Aug 2023 14:52:16 GMT

Why is nobody able to hold BT Wholesale to account? ECR tell me that it should have been a straightforward procedure but they haven’t been given any explanation as to why after 8 weeks it hasn’t been resolved.

Re: Vulnerable Adult left without broadband and phone for over 8 weeks.

gg30340 — Wed, 09 Aug 2023 15:00:50 GMT

You will need to ask them that question. This is just a customer to customer forum.

Vulnerable adult over 11 weeks without broadband and phone.

Carer — Tue, 29 Aug 2023 12:57:53 GMT

I have posted before but the problem with my sons service is ongoing. On 12 June my sons service should have been activated after a home move but the order got stuck in the system. The order never reached Openreach and numerous cease orders have been raised to stop broadband at the property but each time it fails.
I was more optimistic last Friday when I was advised that the latest order had reached stage 4 when previously they had always failed at stage 3. Unfortunately that order never closed off and the case worker says they have tried everything BTH have suggested without success. He said in his 14 years of working at BT he hasn’t seen a similar case.
Is it possible that the problem will never be fixed leaving my son unable to have broadband from any other provider?

Re: Vulnerable adult over 11 weeks without broadband and phone.

imjolly — Tue, 29 Aug 2023 13:04:06 GMT

I have moved your post and merged with previous post so history of problem can be seen. you complaint was being dealt with ELC and normally no other department gets involved when with ELC

have you contacted ELC and chased up your complaint

Re: Vulnerable adult over 11 weeks without broadband and phone.

Carer — Tue, 29 Aug 2023 13:20:23 GMT

Thank you. Yes Executive Customer Resolution team have been handling the case since 26 June and the case handler thought a cease light was going to go through on 17 August allowing a new order to be placed on 18 August but again this didn’t happen. She has since been away from the office and it is a member of the contingency department that says he hasn’t seen another case like it.