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Home move - vulnerable and disabled customer

RIC9380 — Tue, 26 Nov 2024 12:31:15 GMT

A friend of mine is due to move into a Supported Living Scheme next week and says that Openreach were due to connect his new flat up with broadband and digital voice next Thursday. However he now tells me that BT have cancelled the entire order as he is down on the sytems as a vulnerable customer with a telecare device.

The Supported Living Scheme operates its own independent digital telecare system and my friend is not taking the old analogue equipment with him when he moves home. He tells me that BT are now insisting that he should have been put onto the old copper wire network and that it will take 5 days for the cancellation to complete and allow for a new service to be ordered. This will leave him without phone or broadband at his new flat, both of which he relies on for communications with the outside world.

Any suggestions as to how he might get this resolved before the end of this week please? Many thanks.

RIC9380 🙂

Re: Home move - vulnerable and disabled customer

iniltous — Tue, 26 Nov 2024 12:47:36 GMT

Is he taking his phone number with him , or a new number is being provided because the existing number isn’t available at the new address ( different area ) or not it just not essential that it’s retained, if a new number, simply order as a new customer, not referencing the old address that’s tied to a Telecare system , that way there should not be any extra delay specifically attributed to the Telecare marker at the old address , however if the new address is similarly tagged as Telecare it may cause the same issues and if the phone number is important and being moved then their probably not much that can be done

Re: Home move - vulnerable and disabled customer

RIC9380 — Tue, 26 Nov 2024 13:38:22 GMT

Many thanks for your prompt response. The move is to another area so I doubt the old number will go with him but I will check and post back later. I did urge him to sort this out well in advance but he insisted on doing it rather too close to the move (in my opinion) and is now in a right state about the delay and what sounds like some misleading advice from various BT Guides he has spoken to about the matter.

Re: Home move - vulnerable and disabled customer

Christopher_G — Tue, 26 Nov 2024 15:44:36 GMT

Hi @RIC9380

Welcome to the community.

I've sent you a private message to get a little more information from you, to try and get your friend some help with this.

Please take a look and get back to me.

Thanks

Chris

Re: Home move - vulnerable and disabled customer

RIC9380 — Tue, 26 Nov 2024 17:54:45 GMT

Cheers, Chris. I have responded to your private message. Many thanks.
RIC9380