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Support for Vulnerable Elderly Customers

Liney1 — Fri, 26 Apr 2024 09:12:52 GMT

Hi,

I am trying to understand what support is available to elderly customers? I have seen there is a vulnerable individuals policy; however, the number that it suggests to call just gets you through to the automated help desk not a specific team

My mother in law pays more for her broadband and landline than she does for gas and electricity - £65/month. We have contacted BT on her behalf before and were told that the best price was a couple of pence less than this. She does not qualify for the Home Essentials package. As someone in her 80s, she would not be able to upgrade herself, is worried about the loss of her telephone line in a powercut and does not feel confident asking questions herself - she forwards any correspondence to us. Not being the account holder, it is hard to gain advice on what options might be available and I have struggled to find information to help.

Any advice would be appreciated.

Thanks

Re: Support for Vulnerable Elderly Customers

imjolly — Fri, 26 Apr 2024 09:19:37 GMT

make sure mother in law registered here https://www.bt.com/help/here-for-you

can your mother in law access her MYBT? if you you can then get access and appoint yourself account manager. you then can manage the account and discuss with BT on het behalf

Re: Support for Vulnerable Elderly Customers

Liney1 — Fri, 26 Apr 2024 09:29:05 GMT

Thank you for your quick response.

I had seen this; however, I was unclear from the BT site how this would help her. She doesn't require any medical related adjustments, she is just paying too much for her connectivity needs, isn't comfortable talking about her requirements directly with BT / doesn't feel confident (or understand) about upgrading on her own.

Re: Support for Vulnerable Elderly Customers

allanraymond — Fri, 26 Apr 2024 14:51:57 GMT

It does seem excessive to pay £65 for broadband (the cost includes the landline).

What service does your mother-in-law have, are there any add-ons over and above broadband?

Re: Support for Vulnerable Elderly Customers

Liney1 — Fri, 26 Apr 2024 14:59:08 GMT

Hi,

There are no add-ons, she doesn't even have a smart TV. Just old copper broadband and a pstn telephone line. She uses the internet for a bit of shopping, sending emails and does video calls via an Amazon echo device.

Re: Support for Vulnerable Elderly Customers

iniltous — Fri, 26 Apr 2024 15:09:20 GMT

If paying £65 for broadband and phone , that is more than necessary even if the social tariff isn’t qualified for, so that rather begs the question , what is included in the £65 , if it includes an ‘anytime’ calls package , that can be £18 a month , but even that would still be around £20 less than the amount stated , so unless on a legacy package ( and out of contract so paying much more than necessary ) the obvious thing is to recontract for less , if within a minimum term , then the chances are they are paying for more ‘extras’ than a standard broadband package , if inside a minimum term then the contract must have 24 months or less remaining and £65 hasn’t been a price for ordinary broadband and phone during that time .

Re: Support for Vulnerable Elderly Customers

JasonC — Fri, 26 Apr 2024 15:35:04 GMT

Try this site;

https://www.moneysavingexpert.com/compare-broadband-deals/broadband-social-tariffs/

BT costs less than £20 on a social tariff if your vulnerable family member has certain benefits.

Re: Support for Vulnerable Elderly Customers

licquorice — Fri, 26 Apr 2024 15:40:22 GMT

I guess you didn't read the first post.

Re: Support for Vulnerable Elderly Customers

JasonC — Fri, 26 Apr 2024 15:50:30 GMT

ah she doesn't qualify, yes I skimmed that.