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Re: Phone number for vulnerable customer escalation?

Pete500 — Sun, 31 Dec 2023 12:28:24 GMT

Hi I have a similar problem with my uncle who is extremely vulnerable. I can’t get through to anyone on the 0330 number, if I don’t choose an option it just cuts me off

Re: Phone number for vulnerable customer escalation?

imjolly — Sun, 31 Dec 2023 13:17:06 GMT

is your uncle registered here https://www.bt.com/help/here-for-you

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

you can also try 0800800151

Re: Phone number for vulnerable customer escalation?

DanielS — Sun, 31 Dec 2023 13:19:04 GMT

Hi @Pete500,

Are you using the number posted on our help page here: https://www.bt.com/help/contact-bt/technical-support/landline?

That should get you through to someone who can help with the fault, There's also information on how to raise a fault by text and another option to message our live chat team.

The information that @imjolly has posted will also help.

Let me know how you get on, please. Normally, I would ask that you come into us but with tomorrow being a bank holiday there will be a delay in my team being able to get back to you.

Thank you
DanielS

Re: Phone number for vulnerable customer escalation?

Pete500 — Sun, 31 Dec 2023 13:30:53 GMT

Hi Daniel

thanks for getting back to me. I think the text process resulted in the problem being fixed as their phone is now working. None of the numbers seem to provide a way of talking to someone though. I will look at getting my uncle registered as vulnerable as the consequences of him being unable to contact anyone could be very serious

thanks again

Peter

Re: Phone number for vulnerable customer escalation?

DanielS — Sun, 31 Dec 2023 16:25:14 GMT

You are very welcome @Pete500.

It's great that the text process got this working.

If you ever need any help with this, get in touch with us here.

Thank you

DanielS